FAQ & Troubleshooting

Frequently Asked Questions (FAQ)

What is the fastest backup destination method?

Fastest backup destination will be either Local storage (provided that it's on a separate device), or remote SSH destination (provided that the bandwidth is very high and fast).

For best performance, it is also recommended to exclude files/folders, and disable backup for suspended accounts.

Does JetBackup provide backup storage?

JetBackup is a backup management software that allows you to choose your own backup destination storage. It does not however provide or come with its own storage space. Click on Destinations Overview for a list of all supported desinations.

How to perform Disaster Recovery without Master Encryption Key?

When you have a disaster on your server and you have lost your data, if you didn't enable the JB config backup feature or have lost the Master Encryption Key, you can still restore your accounts from your backup destination.
In order to restore it, you will have to go through a few steps:
  1. Set up your server.
  2. Install your supported control panel.
  3. Install JetBackup. For more information visit Installaling the JetApps Repository.
After the JetBackup installation is over, go to the JetBackup Dashboard and you will see the Disaster Recovery page.
Click on New Installation.

DR Page Clean

  1. Go to General Setting and change the Days to keep orphan backups value to 0, so JetBackup will not auto remove these files.
  2. Create New Destination, point the Backup Directory path to the same location where your backups are stored, and Enable Read-Only Mode. Note: If you do not want to add the destination as Read-Only please see the KnowledgeBase Article: Using the same backup destination for multiple servers
  3. The Destination will automatically reindex after creation.

If the path is set correctly this should index all your snapshots.

Go to Jetbackup -> Restore&Download and select 'orphan accounts' option on the Accounts Type.
Select the accounts and restore.

DR Orphans

How to add External MongoDB Configuration

In order to add you own external MongoDB Configuration please edit the file located at /usr/local/jetapps/etc/jetbackup/config.inc and add the following fields:

define('MONGODB_PORT', '1234');
define('MONGODB_HOST', '');
define('MONGODB_USER', 'user');
define('MONGODB_PASS', 'pass');
define('MONGODB_DATABASE', 'db');

Once the file has been saved, restart the mongod service using the following command:

/usr/bin/systemctl restart jetmongod


The JetBackup 5 Services

One major change from JetBackup 4 to JetBackup 5 is the introduction of JetBackup 5 Daemons. All JetBackup 5 processes (backups/restores/downloads/etc) are handled via the following services:

  • jetbackup5d - The jetbackup5d service is our main service which handles all queue processing, automated tasks, and display. Check its status using the following command:
/usr/bin/systemctl status jetbackup5d
  • jetindexd - The jetindexd service is part of the new Indexing Engine that JetBackup 5 uses for the new S3 Compatible Plugin. The jetindexd service stores all snap information locally allowing JetBackup 5 to perform incremental backups to all vendors without the need to read from the destiantion. Check its status using the following command:
/usr/bin/systemctl status jetindexd
  • jetmongod - The jetmongod service is JetBackup's MongoDB service. This stores all information regarding the JetBackup Configuration. Check its status using the following command:
/usr/bin/systemctl status jetmongod
  • jetlighttpd - The jetlighttpd service is only available on JetBackup 5 for Linux servers. This service generates the JetBackup 5 UI for Linux Systems that do not have a control panel. Check its status using the following command:
/usr/bin/systemctl status jetlighttpd

If you ever notice any issues/errors with these services it may be a good idea to restart the services. Please note that restarting either of these services will abort any Processing Queue Items. Restart the services using the following command:

/usr/bin/systemctl restart {jetbackup5d/jetindexd/jetmongod/jetlighttpd}

JetBackup 5 Supplemental Log Locations

JetBackup 5 stores supplemental logs on the server for many different processes. The JetBackup 5 Log directory can be located at /usr/local/jetapps/var/log/jetbackup5. From here, the log file structure is as follows:

├── jetbackupapi.log
├── jetbackupd.log
├── queue
│   ├── #_{ID}
│   │   └── {ITEMID}.log
│   ├── #_{ID}.items
│   ├── #_{ID}.log
└── s3
   └── s3.log
  • jetbackupapi.log - The jetbackupapi.log contains the list of all jetbackup5api calls that were made via the terminal or GUI.
  • jetbackupd.log - The jetbackupd.log is the log that contains information regarding the jetbackup5d service. Any errors on the service will appear here.
  • queue - The queue log directory contains the logs for all Queue Items. The # indicates the Queue Type and the {ID} is the Log Item ID.
  • s3 - The s3 log directory contains the errors logs from S3 Vendors. If JetBackup 5 retries an HTTP Request, it will be logged here with the respective error code reported from the S3 Vendor.

Characters to Avoid when naming Files and Folders

While JetBackup supports almost any characters for filenames (UTF-8), there are special characters/symbols that are generally best avoided as there are specific limitations across various filesystems and storage destinations which can cause unintended issues with your backups.

This list is not exhaustive and is meant to help determine and avoid errors regarding filenames and your backups.

# pound % percent & ampersand { left curly bracket
} right curly bracket \ back slash < left angle bracket > right angle bracket
* asterisk ? question mark / forward slash blank spaces
$ dollar sign ! exclamation point ' single quotes " double quotes
: colon @ at sign + plus sign ` backtick
| pipe = equal sign    

How To Secure Backup Storage

Prior to adding a destination to JetBackup, we advise securing the backup directory, so that only the allowed users can access that folder.

In order to do that, please connect to the destination via console/GUI, and make the directory in which you want to store your backups.
For example:
mkdir [-p] /mnt/backup_vol/jetbackup

Then we advise securing that destination so only one user can access it's content (except root)

useradd <jetbackup>
chown jetbackup:jetbackup /mnt/backup_vol/jetbackup
chmod 700 /mnt/backup_vol/jetbackup

Right now, only users root and jetbackup can access this directory.

Please search online, how to secure a backup folder for your particular file system (EXT, NTFS, FAT, etc..) on your system (Windows, Linux, macOS, BSD, etc..)

For more information, and a good start point please visit File System Permissions

Now, when adding that destination in JetBackup GUI, the specified Backup Directory should be the directory you have just created and secured: ie /mnt/backup_vol/jetbackup

Can I use NFS for backup storage?

Yes, you may use NFS v3 or v4.1 mounted on a directory in your server and configure it as a Local destination.
Please note that custom NFS/Mount configurations can cause issues with JetBackup. Due to the many custom NFS/mount configurations available, we only provide support for NFS v3 or v4.1 mounted with default options.

NOTE: JetBackup utilizes rsync when backing up to an NFS destination. Ensure your version of NFS has full support for rsync.


Why can't I restore a suspended account in cPanel/WHM?

You may encounter the following errors when restoring an account in JetBackup:

[ERROR] Error while trying to get data from uapi. Error: Failed to parse adminbin request: Account is suspended at /usr/local/cpanel/Cpanel/AdminBin/Server.pm line 101.

Error while trying to get data from uapi. Error: Could not remove entries belonging to “email@example.com” from the “testaccount” Horde database., Failed to parse adminbin request: Account is suspended at /usr/local/cpanel/Cpanel/AdminBin/Server.pm line 101.

cPanel/WHM restricts many API commands for an account when the account is suspended, including those used by JetBackup for restore. These errors indicate that a restore is failing because the account is currently suspended in cPanel/WHM.
To properly restore the account, please ensure the account is unsuspended in cPanel/WHM prior to queueing the restore in JetBackup. You can manage Suspended accounts in WHM via the "WHM -> Account Information -> List Suspended Accounts" interface. From this interface, you can also unsuspend an account.

How to restore accounts with unregistered domains?

WHM by default sets the Allow unregistered domains as disabled. This can cause the restore of accounts that have unregistered or expired domains to fail. This can be seen in the Restore Log as the following message: Please make sure that the domain is registered with a valid domain registrar.

In order restore the account, you can temporarily enable this setting by navigating to WHM -> Domains -> Allow unregistered domains and changing the value to on. Requeue the restore and once complete you may disable this setting again.

How to Lock Suspended Account's Backups

The following Bash script, based on the blog post JetBackup: Better Safe Than Sorry, allows you to automatically lock backups for a set number of days when an account gets suspended and subsequently unlocks when it gets unsuspended. When the script is triggered (via cPanel hooks), it subsequently locks LOCK_BACKUPS number of backups for a LOCK_PERIOD number of days.

Here are the steps to create the BAsh script and register to the cPanel/WHM Hooks System:

  1. Create an executable bash file
touch /root/lock_unlock_acct.sh
chmod +x /root/lock_unlock_acct.sh
  1. Copy the following script to the bash file you created on Step 1.

ACCT=$( cat /dev/stdin  | grep -oE '"args":{[^}]*"user":"[^"]+"' | sed "s#^.*\"user\":\"\([^\"]\+\)\"#\1#g" )
#ACCT=$( cat /dev/stdin )


if [ $STAGE = "suspend" ]; then

        ACCOUNT_ID=$( /usr/bin/jetbackup5api -F listAccounts -D "find[username]=$ACCT&find[active]=1" | grep -E '^\s*_id:' | awk '{print $2}' )

        snaps=($( /usr/bin/jetbackup5api -F listBackupForTypeName -D "name=$ACCT&account_id=$ACCOUNT_ID&contains=511&type=1&sort[created]=-1" | grep -E "^\s*parent_id:" | awk '{print $2}' ))
        snapsitems=($( /usr/bin/jetbackup5api -F listBackupForTypeName -D "name=$ACCT&account_id=$ACCOUNT_ID&contains=511&type=1&sort[created]=-1" | grep -E "^\s{6}_id:" | awk '{print $2}' ))


        for (( i=0; i<$LOCK_BACKUPS; i++ )); do
                #LOCK SNAP BY ID
                /usr/bin/jetbackup5api -F manageBackupLock -O json -D "_id=${snaps[$i]}&locked=1&lock_ttl=$LOCK_PERIOD"
                /usr/bin/jetbackup5api -F manageBackupNotes -O json -D "_id=${snapsitems[$i]}&notes=$LOCK_REASON"

if [ $STAGE = "unsuspend" ]; then
        ACCOUNT_ID=$( /usr/bin/jetbackup5api -F listAccounts -D "find[username]=$ACCT&find[active]=1" | grep -E '^\s*_id:' | awk '{print $2}' )
        snaps=($( /usr/bin/jetbackup5api -F listBackupForTypeName -D "name=$ACCT&account_id=$ACCOUNT_ID&contains=511&type=1&sort[created]=-1" | grep -E "^\s*parent_id:" | awk '{print $2}' ))
        snapsitems=($( /usr/bin/jetbackup5api -F listBackupForTypeName -D "name=$ACCT&account_id=$ACCOUNT_ID&contains=511&type=1&sort[created]=-1" | grep -E "^\s{6}_id:" | awk '{print $2}' ))

        for (( i=0; i<$LOCK_BACKUPS; i++ )); do
                #UNLOCK SNAP BY ID
                /usr/bin/jetbackup5api -F manageBackupNotes -O json -D "_id=${snapsitems[$i]}&notes="
                /usr/bin/jetbackup5api -F manageBackupLock -O json -D "_id=${snaps[$i]}&locked=0&lock_ttl="

  1. Register the Bash script inside cPanel's Hooks System by executing the following commands:
/usr/local/cpanel/bin/manage_hooks add script "/root/lock_unlock_acct.sh suspend" --manual 1 --category Whostmgr --event Accounts::suspendacct --stage post
/usr/local/cpanel/bin/manage_hooks add script "/root/lock_unlock_acct.sh unsuspend" --manual 1 --category Whostmgr --event Accounts::unsuspendacct --stage post


How to Add/Change SSL Certificates on JetBackup 5 for Linux

SSL certificates adds another layer of security when accessing your JetBackup 5 for Linux Panel by encrypting sensitive information such as your login credentials as they are sent between your server and browser.

JetBackup generates its own SSL certificate automatically upon installation.

To add your own SSL certificate, edit the JetBackup configuration file located here:


Change the following line on the config file:

ssl.pemfile = "/usr/local/jetapps/etc/ssl/private/jetbackup5.pem"

And specify the path to your SSL certificate:

ssl.pemfile = "{SSL_CERTIFICATE_PATH}"

Save the config file then restart the jetlighttpd service:

systemctl restart jetlighttpd

Disk Usage/Inode Usage N/A on JetBackup 5 for Linux

Since JetBackup 5 for Linux does not have an associated panel to gather account information, JetBackup 5 must calculate these details manually. In order to do this, you must have the repquota tool installed on your linux server. For more information on how to install the repquoata tool, please visit their documentation: repquota.

Once repquota is installed and configured run the following command to verify:

repquota -a

You should get a list of all the linux users on your system along with their configured Disk Usage/Inode Usage Limits. After verifying the command works properly, restart the jetbackup5d service to resync the accounts.

/usr/bin/systemctl restart jetbackup5d


Custom Nameserver/Hostname and Port

JetBackup 5 uses the following DirectAdmin Configurations by default when installed:

  • hostname (Default hostname of the server)
  • port (Default port for DirectAdmin 2222)

With DirectAdmin Servers it is possible to customize these two configurations. In order to load JetBackup 5 on DirectAdmin with a custom Hostname/Port please add the following lines to the JetBackup 5 DirectAdmin Configuration File located at /usr/local/jetapps/etc/jetbackup5/.da.conf