Security Error / Exception – Siteground Says it’s the Duplicator Plugin

Hi @zephinilium,

We understand that you’re facing an issue that requires further investigation, and it may involve sharing log files containing sensitive information about your website. Unfortunately, such sharing is not allowed in www.ads-software.com forums for security reasons.

To ensure your privacy and get the necessary support, kindly contact us through the form on our Contact Us page, and we’ll be more than happy to assist you promptly:

https://duplicator.com/contact/?form=1

Looking forward to hearing back from you.

Thanks!

Hi mohammedeisa – I didn’t hear from anyone at Duplicator, but in the meantime: managed to get around the issue this time by spinning up a local server on my computer (and fixing some code issues), installing the site, and updating Duplicator, making a new package, downloading it, installing it on a test site at Siteground, then uninstalling the client’s hosting website to get around the DNS issue, installing the new package, etc.

I hope no one else has to go through this. I take it there’s no simple way, other than sending you the file, or doing what I did?

Eric Platt Consulting

Hi @zephinilium,

I want to assure you that we strive to address every user request promptly in our Pro support.

However, it’s worth noting that your issue isn’t a common occurrence. In fact, we’ve never received a similar report before. In such cases, we typically examine the log files to pinpoint the cause of the issue. If necessary, we may also request the backup archive for further analysis.

Please feel free to reach out to us via the contact form at https://duplicator.com/contact/?form=1. Rest assured, we’ll do our utmost to assist you.

Thank you!

So you are claiming that a stale Duplicator package without a newer copy is a highly unusual occurrence?

• This reply was modified 10 months, 3 weeks ago by Zephinilium.

Hi?@zephinilium,

It looks ilke my pervious reply wasn’t clear. Please accept my apologies for this inconvenience.

I mean, getting the error message “EXCEPTION ERROR: Installer isn’t validated” is not a common issue because we don’t receive similar complaints repeatedly.

Investigating this issue requires checking log files from your website. According to this forum guidelines, it’s not allowed to share or exchange data about the users’ websites.

So, I’m kindly asking you to contact us through this form https://duplicator.com/contact/?form=1, and we will do our best to help you.

I hope this clarified the situation.

Thanks!

I uderstand what you’re saying, but the problem for the client was fixed already.

As I already noted, the cause was already discovered by reading this previous post:
https://www.ads-software.com/support/topic/exception-error-installer-isnt-validated/

The question is, what are users going to do if they have a “stale” Duplicator package (ours was only about a year old) that yields a utterly cryptic “Installer Security” page only, sending you around in circles? At minimum I’d think you’d want to fix the message to something useful.

Hi @zephinilium,

Since the backup has already been created and the installer.php file is already generated, there’s nothing further we can do about it.

If there was an issue with the installer or a package, we would address it to prevent future backups from encountering the same problem. However, for older backups, they have already been created, and we don’t have control over them.

The workaround for this situation is to install the backup on a test site or localhost, update Duplicator, create a new backup, and then restore it on Siteground.

So, the solution you’ve implemented is the only available option at the moment.

I wish I could offer more assistance with this issue.

Thanks for understanding.

Hi @zephinilium,

I’m closing this support topic for inactivity. Please don’t hesitate to contact us in a Support Topic if you need any help with Duplicator.

Thanks!