Error: Json Decode failed with err: 5

[LeoAmarante]

Hello guys,

From one day to the next the error just started to occur: "There was a problem fetching accounts list from cPanel. Error: Json Decode failed with err: 5"
I cannot view the copied cpanel accounts, restore fullbackup, or access remote files.

Does anyone have an idea how to solve it?

[JetAppsAnton]

Hello LeoAmarante,

The error " Json Decode failed with err: 5" usually occurs when there is some unsupported/non-UTF character present in one of the package names on your server.

Please run the command given below to see if there are any errors related to the UTF-8 charset:

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grep UTF /var/log/messages

If there are any, you should get an output similar to this:

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clquota:ERROR CloudLinux control panel API: Problem with encoding in /usr/bin/getcontrolpaneluserspackages file, error is: 'Unable to read file '/var/cpanel/users/{USER}, error is: 'utf-8' codec can't decode byte 0xe7 in position 797: invalid continuation byte. It looks like you use not an UTF-8 charset.#012Please read the instruction: http://kb.cloudlinux.com/2017/08/how-to-fix-the-issue-with-non-utf-symbols-in-packages-names/#012'

In this case, the package name assigned for the cPanel account was having non-UTF-8 charset assigned which causes the issue in JetBackup.

To fix this issue, please try to re-apply the same package for the cPanel account '{USER}' via WHM >> Home >> Account Functions >> Modify an Account and click save.

If you continue to have issues with JetBackup, please don't hesitate to reach out to us at [email protected] so that our 24/7 Support Technicians can further assist you.

Best Regards,

[LeoAmarante]

Hello Anton,

Your tip was perfect! Thank you very much!

Best Regards,

[JetAppsAnton]

Hi LeoAmarante,

I'm glad to hear we were able to assist you in diagnosing and fixing your issue! Please don't hesitate to reach out to our 24/7 Support team if you ever require further assistance with JetBackup!

Best Regards