problem with mysql

My clients see this message in their cpanel backup page
'DBI connect('mysql:localhost','root',...) failed: Access denied for user: 'root@localhost' (Using password: YES) at /usr/local/cpanel/Cpanel/Mysql.pm line 42 '

it says so under 'Download a MySQL Database Backup'

also when they try to restore a mysql database, they still remain on the backup/index.html page while the file is uploading. Arn't they supposed to be taken to the next page where the commands are extracted?

 

 

 

 

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