# Trying to recover account but stuck in download extension loop **URL:** \ **Category:** Installation Issues\ **Created:** [September 8, 2023, 2:06pm UTC](https://community.passbolt.com/t/trying-to-recover-account-but-stuck-in-download-extension-loop/8424 "2023-09-08T14:06:09Z")\ **Posts on this page:** 13\ **Page:** 1
**Author:** ![nik](https://avatars.discourse-cdn.com/v4/letter/n/6de8d8/32.png) [@nik](https://community.passbolt.com/u/nik)\ **Post date:** [September 8, 2023, 2:06pm UTC](https://community.passbolt.com/t/trying-to-recover-account-but-stuck-in-download-extension-loop/8424/1 "2023-09-08T14:06:09Z")
**Checklist** I have read intro post: [About the Installation Issues category](https://community.passbolt.com/t/about-the-installation-issues-category/12) I have read the tutorials, help and searched for similar issues I provide relevant information about my server (component names and versions, etc.) I provide a copy of my logs and healthcheck I describe the steps I have taken to trouble shoot the problem I describe the steps on how to reproduce the issue I have restored my PostgreSQL backup in Postgres container using psql, and restored passbolt container using image backup, but after receiving the recovery URL over the email it got stuck in the download extension page loop… ---
**Author:** ![Termindiego25](https://yyz1.discourse-cdn.com/flex031/user_avatar/community.passbolt.com/termindiego25/32/5517_2.png) [@Termindiego25](https://community.passbolt.com/u/Termindiego25)\ **Post date:** [September 9, 2023, 8:42am UTC](https://community.passbolt.com/t/trying-to-recover-account-but-stuck-in-download-extension-loop/8424/2 "2023-09-09T08:42:29Z")
Hi @nik and welcome to the forum! Please, can you provide some logs and configuration/healthcheck to check what can be failing? Don’t forget to change sensitive data ---
**Author:** ![nik](https://avatars.discourse-cdn.com/v4/letter/n/6de8d8/32.png) [@nik](https://community.passbolt.com/u/nik)\ **Post date:** [September 11, 2023, 6:19am UTC](https://community.passbolt.com/t/trying-to-recover-account-but-stuck-in-download-extension-loop/8424/3 "2023-09-11T06:19:29Z")
Hi @Termindiego25 thank you for your respose. here I’m attaching healthcheck logs “account recovery over Firefox browser”. healthcheck. ![Frame 2723](https://canada1.discourse-cdn.com/flex031/uploads/passbolt/original/2X/f/f6ef3befa60ead76ce232dc4a642e22b01c65ca9.jpeg) ---
**Author:** ![nik](https://avatars.discourse-cdn.com/v4/letter/n/6de8d8/32.png) [@nik](https://community.passbolt.com/u/nik)\ **Post date:** [September 11, 2023, 6:20am UTC](https://community.passbolt.com/t/trying-to-recover-account-but-stuck-in-download-extension-loop/8424/4 "2023-09-11T06:20:18Z")
Container logs. ![Frame 2745](https://canada1.discourse-cdn.com/flex031/uploads/passbolt/original/2X/3/331e0a4eb271bf319a20fcde2e20b0be1471b2d9.png) ---
**Author:** ![nik](https://avatars.discourse-cdn.com/v4/letter/n/6de8d8/32.png) [@nik](https://community.passbolt.com/u/nik)\ **Post date:** [September 21, 2023, 12:30pm UTC](https://community.passbolt.com/t/trying-to-recover-account-but-stuck-in-download-extension-loop/8424/5 "2023-09-21T12:30:25Z")
hi @Termindiego25 please suggest me a solution ---
**Author:** ![max](https://yyz1.discourse-cdn.com/flex031/user_avatar/community.passbolt.com/max/32/1528_2.png) [@max](https://community.passbolt.com/u/max)\ **Post date:** [September 21, 2023, 12:39pm UTC](https://community.passbolt.com/t/trying-to-recover-account-but-stuck-in-download-extension-loop/8424/6 "2023-09-21T12:39:30Z")
Hey @nik It looks like you got some issues with the GPG keys of your server. When you said you restored the DB, did you also change anything on the server side? under /etc/passbolt/passbolt.php you have some references to [serverKey](https://github.com/passbolt/passbolt_api/blob/master/config/passbolt.default.php#L115) Did you set the fingerprint in the passbolt.php? If so, you need to precise the public and private key path corresponding to that fingerprint ---
**Author:** ![Termindiego25](https://yyz1.discourse-cdn.com/flex031/user_avatar/community.passbolt.com/termindiego25/32/5517_2.png) [@Termindiego25](https://community.passbolt.com/u/Termindiego25)\ **Post date:** [September 21, 2023, 12:45pm UTC](https://community.passbolt.com/t/trying-to-recover-account-but-stuck-in-download-extension-loop/8424/7 "2023-09-21T12:45:29Z")
Hi @nik, as Max said, I suggest you try to solve the fails on your healthcheck, especially the ones about GPG key. You can search on the FAQ or documentation for some guides to troubleshoot or solve that ---
**Author:** ![nik](https://avatars.discourse-cdn.com/v4/letter/n/6de8d8/32.png) [@nik](https://community.passbolt.com/u/nik)\ **Post date:** [September 21, 2023, 1:12pm UTC](https://community.passbolt.com/t/trying-to-recover-account-but-stuck-in-download-extension-loop/8424/8 "2023-09-21T13:12:59Z")
i dont have /etc/passbolt/passbolt.php inside i have /etc/passbolt/passbolt.default.php inside passbolt container. and i havent set the fingerprint in the passbolt.default.php. ---
**Author:** ![max](https://yyz1.discourse-cdn.com/flex031/user_avatar/community.passbolt.com/max/32/1528_2.png) [@max](https://community.passbolt.com/u/max)\ **Post date:** [September 21, 2023, 1:21pm UTC](https://community.passbolt.com/t/trying-to-recover-account-but-stuck-in-download-extension-loop/8424/9 "2023-09-21T13:21:06Z")
Are you using docker? If so did you set: PASSBOLT\_GPG\_SERVER\_KEY\_FINGERPRINT PASSBOLT\_GPG\_SERVER\_KEY\_PUBLIC PASSBOLT\_GPG\_SERVER\_KEY\_PRIVATE ? ---
**Author:** ![nik](https://avatars.discourse-cdn.com/v4/letter/n/6de8d8/32.png) [@nik](https://community.passbolt.com/u/nik)\ **Post date:** [September 21, 2023, 1:25pm UTC](https://community.passbolt.com/t/trying-to-recover-account-but-stuck-in-download-extension-loop/8424/10 "2023-09-21T13:25:44Z")
@max no i havent set this variables in my docker-compose file. this is the log when i try to recover my id. ![Screenshot from 2023-09-21 18-51-34](https://canada1.discourse-cdn.com/flex031/uploads/passbolt/original/2X/b/bfaaddc08bdb6509f7d9d5eb5df59406db822607.png) and this env I added APP\_FULL\_BASE\_URL: DATASOURCES\_DEFAULT\_HOST: passbolt DATASOURCES\_DEFAULT\_DRIVER: Cake\Database\Driver\Postgres DATASOURCES\_DEFAULT\_PORT: DATASOURCES\_DEFAULT\_ENCODING: ‘utf8’ DATASOURCES\_DEFAULT\_USERNAME: DATASOURCES\_DEFAULT\_PASSWORD: DATASOURCES\_DEFAULT\_DATABASE: EMAIL\_TRANSPORT\_DEFAULT\_HOST: EMAIL\_TRANSPORT\_DEFAULT\_PORT: EMAIL\_TRANSPORT\_DEFAULT\_USERNAME: EMAIL\_TRANSPORT\_DEFAULT\_PASSWORD: EMAIL\_TRANSPORT\_DEFAULT\_TLS: “true” ---
**Author:** ![max](https://yyz1.discourse-cdn.com/flex031/user_avatar/community.passbolt.com/max/32/1528_2.png) [@max](https://community.passbolt.com/u/max)\ **Post date:** [September 21, 2023, 1:54pm UTC](https://community.passbolt.com/t/trying-to-recover-account-but-stuck-in-download-extension-loop/8424/11 "2023-09-21T13:54:15Z")
If you have a backup of the database, can you connect to your database and do a `DELETE FROM organization_settings WHERE property='smtp';` And start again your recovery process. The problem here is that you didnt keep a backup of the gpg volume and it was containing your server GPG key pairs. Those keys are used (among other things) to encrypt some setting such as the SMTP in database. That is why you have those error. ---
**Author:** ![nik](https://avatars.discourse-cdn.com/v4/letter/n/6de8d8/32.png) [@nik](https://community.passbolt.com/u/nik)\ **Post date:** [September 22, 2023, 6:23am UTC](https://community.passbolt.com/t/trying-to-recover-account-but-stuck-in-download-extension-loop/8424/12 "2023-09-22T06:23:02Z")
Hey @max Thank you for your support. I ran DELETE FROM organization\_settings WHERE property=‘smtp’; query in db and restarted passbolt container, SMTP and download extension issue is solved. ---
**Author:** ![max](https://yyz1.discourse-cdn.com/flex031/user_avatar/community.passbolt.com/max/32/1528_2.png) [@max](https://community.passbolt.com/u/max)\ **Post date:** [September 22, 2023, 6:41am UTC](https://community.passbolt.com/t/trying-to-recover-account-but-stuck-in-download-extension-loop/8424/13 "2023-09-22T06:41:55Z")
We created a ticket to avoid this scenario thanks!