Auto upgrade is still not working

[BRJP]

Dear All,

Our auto upgrade is still not working and we have to perform manually each time.  This is an example of the error we get (instantly) we click upgrade.

Unable to extract archive file /var/www/vhosts/microsoft.com/httpdocs/portal/hostbill_version2015-01-02.zip

The permissions are fine and have been checked.  This issue seemed to happen when we security hardened our servers for POODLE and HEARTBLEED attacks  but we cannot work out why our hardening is stopping the auto upgrade with HostBill - if indeed this is the issue.

Do you have any ideas of what the problem could be or what logs to look at for the issue?

Thanks in advance.

[d4f]

Is the file actually being downloaded or does it try to extract a non-existing file?
I only had this error once (so far) and it went away after "feeding" it the manual upgrade file in it's extraction location and with the correct name.

You may want to make sure that the server is even trying to download the file, e.g. by running tcpdump, tshark or iptables LOG rules. There is so much that can go wrong and is never-ever-debuggable on encrypted software....

[BRJP]

Thanks for the response.

From my analysis, it looks like the file is not even downloading.  This supports my theory (although happy to be corrected) that there is some form issue related to connecting with the HostBill download server and getting the current version.  However, I do not know what logs to use to tell me that it cannot talk to their server etc.  The only change we made to our server estate was hardening it against POODLE and HEARTBLEED attached and then the issue started.

[wesb]

Make sure your Ioncube is latest

Obsolete Ioncube loadres is typical for getting
Unable to extract archive file /var/www/.../hostbill_version .zip

[BRJP]

Thank you d4f and wesb.  We solved the issue and it was to do with some customisation we performed which prevented the function from working. 

Regardless, thank you for trying to help.