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Author Topic: cPanel inaccessible  (Read 2270 times)

Offline tosin

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cPanel inaccessible
« on: May 07, 2018, 12:23:25 AM »
cPanel and its alternative access addresses (http://swan.lunarmania.com:2082/, etc) have been inaccessible for a week now. Support hasn't been able to find out what is wrong. Kindly help, time is running out.

Offline MrPhil

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Re: cPanel inaccessible
« Reply #1 on: May 07, 2018, 03:10:51 AM »
Have you tried https://swan.lunarmania.com:2083/ ? It ought to redirect from http to https automatically. I use port 2083 on my server -- you might try that (are you actually cPanel, and not LPCP or another control panel)? Anyway, even with the address you give, I get the ID/password popup. Are you not getting it? If not, try another browser, and if you're behind a firewall or something, try from elsewhere -- maybe your firewall is blocking you.

Can you get to your site otherwise (not the control panel)? If not, perhaps you made too many connection attempts in too short a time, and your IP address is blocked (give support your IP address and ask them to remove any block).
« Last Edit: May 07, 2018, 03:19:52 AM by MrPhil »
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Offline tosin

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Re: cPanel inaccessible
« Reply #2 on: May 07, 2018, 04:48:39 AM »
Many thanks MrPhil, yes I had tried https://swan.lunarmania.com:2083/ but it's the same "site can't be reached" response. Although a few minutes ago while trying http://swan.lunarmania.com:2082/ it came up and functioned after I logged in for about 3 mins then went unreachable again like it has been for 7 days now. I'm using cPanel. I've tried Chrome and Edge browsers and another device and it's the same problem.

My site was said to be suspended because of spam attack so they gave me the earlier alternative cPanel address to use but it hasn't worked and I mentioned this to Support but they haven't responded for 4 days. 2 years ago when a similar problem occurred it worked well. Something else seems to be the problem this time because just before this whole episode began, a number of changes had occurred on the server which disrupted services and they were rectifying as I pointed it out to them, like Squirell mail malfunction, addon domain restriction, etc.

Offline MrPhil

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Re: cPanel inaccessible
« Reply #3 on: May 07, 2018, 05:26:15 AM »
Was it a "spam" attack against you, or a "Denial of Service" attack? If the latter, it could have been caused by too many connection attempts by you in a short time, and they would have to remove your IP address from the block list. You aren't overloading the system with connections when you're briefly able to access it, are you? At least, make sure that you're not part of the problem! Are you using some software application that does "persistent" connections? If you are, you might need to "flip" it from use persistent to non-persistent, or vice-versa. I would try to talk with support before trying this, to get their opinion whether your connection method might be piling up too many connections at once.

I am just a forum moderator and have no connection to the support side. It's possible that they were on reduced staffing over the weekend, and thus no one was available to respond. If you don't get a response some time today, you should escalate the ticket to management. A site unreachable for a week is unacceptable for a paying customer.
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Offline tosin

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Re: cPanel inaccessible
« Reply #4 on: May 07, 2018, 05:39:25 AM »
Thanks again. The specific words used is that my account has been "malware infected". No I don't overload their system in any way nor do I use any persistent connection software. Just my browser.

Please, kindly inform me how I should escalate it to management, as I don't have their contacts? Thanks

Offline MrPhil

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Re: cPanel inaccessible
« Reply #5 on: May 07, 2018, 06:14:59 AM »
It's been a long time since I used the ticket system, but if there isn't some kind of "escalate" button, you can always request in the ticket that the matter be brought to the attention of a supervisor. Please don't use this out of impatience, but only if you feel the current level of support is not doing a good job or is dragging their feet.

If your site is malware-infected, have they told you what to look for? Presumably you're using some sort of canned application, such as Wordpress (it's very rare to infect written-from-scratch sites). You should have a backup from before the problems started, that you could restore, or at least, compare to see what was infected or added. If you do restore an older backup, you'll need to understand how you got infected, so you can immediately plug that hole before it happens again. LP keeps backups for only a few days, so you'll have to have made your own backup for this to work. Be sure to keep your application(s) up to date, as they're constantly being patched to plug security holes. Any database may have to be inspected and cleaned, too.
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Offline tosin

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Re: cPanel inaccessible
« Reply #6 on: May 07, 2018, 06:37:21 AM »
Thanks again. I had requested for me to completely uninstall the wordpress installations/delete all files as I have backup of clean ones but without access to the cPanel I haven't been able to do anything. I was hoping they would have deleted them but it has taken too long and my customers are pretty upset.

Thanks so much MrPhil. I'll wait till tomorrow before I ask they escalate to a supervisor, that's hoping they even respond to me.