Error: Json Decode failed with err: 5

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LeoAmarante
Posts: 2
Joined: April 19th, 2022, 4:55 am

Error: Json Decode failed with err: 5

Post by 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?
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JetAppsAnton
Staff Member
Staff Member
Posts: 54
Joined: March 2nd, 2019, 2:40 am

Re: Error: Json Decode failed with err: 5

Post by 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:

Code: Select all

grep UTF /var/log/messages
If there are any, you should get an output similar to this:

Code: Select all

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,
Anton, JetApps Team
LeoAmarante
Posts: 2
Joined: April 19th, 2022, 4:55 am

Re: Error: Json Decode failed with err: 5

Post by LeoAmarante »

Hello Anton,

Your tip was perfect! Thank you very much!

Best Regards,
JetAppsAnton
Staff Member
Staff Member
Posts: 54
Joined: March 2nd, 2019, 2:40 am

Re: Error: Json Decode failed with err: 5

Post by 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
Anton, JetApps Team
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