JetBackup shows a 500 error during a restore
A 500 error in JetBackup while a full account restore is running is expected. Wait for it to finish, then sign out and back in.
JetBackup returns a 500 or fatal error while a restore is running. Applies to shared and reseller hosting.
This is expected during a full account restore, and it resolves itself. Nothing is broken and the restore is not failing.
Why it happens
A full account restore terminates the account first, then recreates it from the backup. Your cPanel session belongs to the account that has just been terminated, so it is no longer valid — and the interface errors rather than signing you out cleanly.
What to do
- Leave the restore running. Do not retry it, and do not start another.
- Wait for it to finish. Larger accounts take longer.
- Sign out of cPanel, then sign back in.
The new session belongs to the restored account, and JetBackup behaves normally.
Do not start a second restore because the first appeared to fail. Two restores running against the same account at once is a genuinely bad state, and this error looks like failure when it is not.
How to tell it is actually finished
Sign back in and open JetBackup 5 → Queue. The job shows as complete. If the queue is empty and your files are present, it finished.
If the error persists after signing back in
That is not this problem. Open a ticket with your support PIN, saying which backup date you restored from and when.
Related
Restore from a backup
Restore files, a database or a whole cPanel account from JetBackup, choosing a backup date and restoring only what you need.
What is excluded from daily backups
JetBackup skips archives, media, logs and backup files created by plugins. What that means for what you can actually restore.