Resolve DNS Problems

There may be a situation, in which user who has just signed up has multiple IPs.
We can think about this problem as:
i) A user creates a domain (domain.com) with the default shared IP. Two DNS records are set up in the DNS zone, one for domain.com, the other for *.domain.com.
ii) The user receives a notification e-mail which reads the location of the index.html page (domain.com).
iii) The user goes to this page to see how it works. During this process the DNS query sends through DNS server chain to your server and the response is cached on each server of this chain. Now the DNS servers remember the location of domain.com at this shared IP.
iv) The user goes to the control panel and changes to the dedicated IP.
v) The user goes to www .domain.com (which is not domain.com) and this domain name mapped to the dedicated IP. But domain.com still points at the shared IP, and it will be so until the DNS servers update themselves, which takes at least 24 hours.

The solution is to wait until the DNS servers update themselves. To avoid this problem, the user has to do steps 1, 3, 4. Step 2 must skipped.

Sometimes, customer complaints that When he register a domain through Enom, he get an error message as: "Failed to Add Account, Invalid Domain Name or Nameserver."

There can be several reasons for this:
i) The nameserver isn't registered with InterNIC. Then, we need to make sure it's registered and the propagation period has elapsed.
ii) Registered nameservers don't match those entered in the control panel. For instance, registered nameservers are ns1.example.com and ns2.example.com, and in control panel, we have configured ns.example.com and ns2.example.com
iii) The domain customer is trying to register already taken;
iv) We haven't installed the Enom patch from

Customers are not able to add DNS records or properly create domains they are getting named returns internal server error.
It's a known problem and the solution is to use both Dedicated and Shared IPs for reseller DNS. If a resellers' domain registrars don't require dedicated DNS IPs, we can have the reseller use shared DNS IPs. To move a reseller to a shared IP, we need to change the plan configuration and recreate reseller's server aliases for his DNS boxes manually. We need to ask the reseller to change his domain registrar DNS data accordingly.

Customers are complaining that they are not able to switch to dedicated IPs. In this case, we need to Make sure that there are free dedicated IPs available on this server by checking in the E.Manager page.
The customer's plan may restrict the number of dedicated IPs per account or the Dedicated IP resource is disabled in the plan.

To check it, go to INFO->Plans->Resources Make sure that Dedicated IP is listed in enabled resources. If it isn't, enable it. If it is enabled, click the Edit link next to it. Max value for dedicated IPs should be more than the customer is currently using.
Sometimes customer reports an error that, Name server check on domain registration returns a DNS error that reads "Domain has no MX or A record."

In that case we need to make sure logical mail server (or reseller mail server alias) is registered in the DNS zone managing it as an A record or MX pointing to an A record, not CNAME.

Sometimes, customers complain that upon changing service domain (service DNS zone), instant aliases for new and existing domains are created based on an old one's instant alias template. To deal with such kind of problem, we need to Go through the plan edit wizards to repost plans' configs and then using mass mail ask existing customer to turn on and then back on instant alias on Web Options page for each of their domains.
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Some DNS Issues

r-DNS
Sometimes, customers, complaints that their emails delayed whenever they try to send them. It may happen when there is no reverse DNS record for the mail server primary IP. There is a need to Set reverse DNS record in the reverse zone file.

Sometimes, the customer, signup notification e-mail calls ns2 the primary nameserver and ns1 the secondary nameserver. This is due to the fact, that the distribution of primary/secondary DNS servers is done randomly to reduce load on particular DNS servers. As a result, a part of customers will have ns2 the primary DNS server.

There may be a problem, in which Support center hits an autoresponder and fills up with new tickets. To deal with such kind of problem, Get logged into the control panel as main admin
go to Settings -> TechSupport and
check "Don`t send confirmation emails for received Trouble Tickets."

In this case, no messages will be sent to confirm that support request received. If the Support Center got overloaded with new tickets, retrieve them with the search utility and apply mass closure/deletion.
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Resolve Frontpage mail Problem

Sometimes, customers, complaints about the Frontpage mail. RLIMITs most frequently cause frontpage problems and resolved by turning them off in plan settings.

If the customer says that they can't send mail through Frontpage forms, most probably Frontpage Extensions are configured without the following parameters: SMTPHost, MailSender, MailReplyTo, SendMailCommand. It gets fixed with the FrontPage Extensions patch.

HSdocumentation/sysadmin/frontpage_fix.html
To install the fix:
1. Log into your control panel server as root.0
2. Download and then Unpack the fix:
tar -zxf frontpage_fix.tgz
3. Change dir to where you have unpacked the fix:
cd frontpage_fix
4. Install the fix:
* If you want to install the fix and use default settings from hsphere.properties file, run:
make install
* If you want to use different values, follow these steps:
1. configure install by running:
make boxes

2. edit file fp_mail.txt for MailSender and MailReplyTo options;

3. edit file smtp_host.txt for SMTPHost option;
4. install this fix with your custom settings by running:
make fp
5. Need to tell the customers to click the Fix Frontpage icon in their control panels.

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Mail Problems

Users can't send e-mails and get the error "553 sorry, and that domain isn't in my list of allowed rcpthosts."
To fix it, following steps:
1. log into your mail server as root;
2. stop qmaild:
# /etc/rc.d/init.d/qmaild stop
3. backup all needed files in the ~vpopmail/etc directory;
4. delete the directory ~vpopmail/etc:
# rm -rf ~vpopmail/etc
5. create it anew:
# mkdir ~vpopmail/etc
6. copy backed files to this new directory
7. change permissions for this directory:
# chown -R vpopmail:vchkpw ~vpopmail/etc/
8. empty the file ~vpopmail/etc/open-smtp:
# cat /dev/null > ~vpopmail/etc/open-smtp
9. start qmaild:
# /etc/rc.d/init.d/qmaild start
If there is a situation, when the customers are receiving a rcpthosts error while using Outlook/Express. This problem arises when there is installation of  Mail server with POP before SMTP feature included. It means that users need to check their pop3 box before sending mail trough the server. When the POP3 box checked, a user can send emails within the next 15-30 minutes.
When vmoduser is running in the system, it eats up 70% of CPU, and causing mail server to be exteremely slow.
To resolve this problem, there is a need to Kill vmoduser, but, before that make sure that the directory
~vpopmail/users/
doesn't have any files excluding .vpasswd.lock. Need to remove .vpasswd.lock as well.
IMap is recommended instead of SqWebMail.

The mail server auth daemon stops accepting connections. The problem is that, SqWebMail doesn't always integrate with RedHat 7.3 smoothly, so we recommend using IMP instead.
There may be a problem, in which user can't add a maibox because this mailbox reportedly exists, but it's not in the control panel.
If mailbox does not exists in the CP but it exists on the mail server, in that case following steps need to be taken:
1. Log in your mail server as root.
2. Change directory to ~vpopmail/bin/
3. Check if this mailbox exists:
# ./vuserinfo box@domain.com
4. If it exists and you don't see it in the Control Panel interface, you can try to delete it:
# ./vdeluser box@domain.com
5. Try to create this mailbox through Control Panel.

To deal with such kind of problems, in which control panel is not delievering the mails following steps need to be taken:

Step 1. Check SMTP settings:
cat ~cpanel/shiva/psoft_config/hsphere.properties | grep SMTP
SMTP_HOST = mail.domain.com
bash-2.05a$ telnet mail.domain.com 25
If SMTP is configured correctly, this will produce a result similar to this:
Trying [IP address]…
Connected to mail.domain.com.
Escape character is '^]'.
220 mail.domain.com ESMTP
Step 2. If successfully connected with telnet, check if all mail settings in Control panel are configured properly.
Step 3. If CP mail settings are configured properly, try to create a test trouble ticket, answer it and check /var/log/hsphere/hsphere.log to see if it contains a record with "Sending email to: [e-mail address]host:
mail.domian.com from: [H-Sphere admin e-mail address]"
Step 4. If this record is there, check if the mail server allows relays from the CP server IP (E.Manager)
To deal with the problem when the webserver is not able to send mails. If mail and web are installed on the same box, mail is serviced by qmail.
Step 1. Check /var/log/maillog for errors referring to the sender
Step 2. Log into the user CP, go to Web Options page for the domain mail is sent from, and view Error Log for errors related to sending mail.

The most common error is that there's no mail relay from this mail server to the web server IP.
If mail and web are installed on separate boxes, mail is serviced by SendMail, not qmail. Check that the file /etc/sendmail.cf has the directive DS[MAIL_SERVER_NAME], for example DSmail.example.com. If it doesn't, add this directive manually. This file can also be located in /etc/mail
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MIVA Problem

After the successful installation of the MIVA, if it does not work, then to deal with such a problem:
  1. Disable RLimitCPU, RLimitMEM, RLimitNPROC for the plan that allows MIVA.
  2. Republish Apache config file on the web server that Miva is installed on:
su – java
java psoft.hsphere.tools.PostApacheConfigs -lid X
where X is the ID of the server that Miva is installed on.

Restart Apache on the web server Miva installed on:

/etc/rc.d/init.d/httpd stop
wait a while
/etc/rc.d/init.d/httpd start
When the customer complains that after enabling Miva Merchant, the system returns "Miva Merchant isn't correctly configured."
To deal with such kind of problem, there is a need to make sure that /hsphere/shared/miva/ contains the Merchant-bundle link pointing to /hsphere/shared/miva/Merchant-v4.12.tar.gz
If it is missing, log into the web server that Miva Merchant is installed on as root, copy file Merchant-v4.16-bundle.tar.gz to /hsphere/shared/miva and execute:
ln -s /hsphere/shared/miva/Merchant-v4.16-bundle.tar.gz Merchant-bundle
Sometimes, customers complain regarding the problems with his Miva store. He turns Miva off and back on, but it doesn't help.
The following steps were taken in such kind of problems:
  1. Turn off Miva Merchant.
  2. Turn off Miva Empresa.
  3. Click Apply Changes at the top of the form.
  4. Wait for 5 minutes for changes to take effect.
  5. Turn on Miva Merchant.
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Resolving Website Stats problems

Sometimes problems with AWStats are caused by enabled RLimitMEM. Try disabling this resource in the plan if it is enabled.
If there is a situation, that Webalizer does not resolves the country, then in that case do the following steps:
Step 1. Change run_webalizer function in the cron_rotate.pl script (under root):
# vi /hsphere/shared/scripts/cron/cron_rotate.pl
and find "sub run_webalizer
{". Add the following command to the second line after the function declaration:
&safe_suexec("root","/hsphere/shared/bin/webalizer -p -Q -N
20 -D/var/log/dns_cache.file -n $site -o $dest $file");
It would look as follows:
sub run_webalizer {
my(….);
&safe_suexec("root","/hsphere/shared/bin/webalizer -p -Q -N 20
-D/var/log/dns_cache.file -n $site -o $dest $file");
…
}
Step 2.
Update the hsphere-webailizer package to the latest version according to the operating system:
rpm -ivh –force hsphere-webalizer-2.01-10.rpm
Step 3.
Run cron_analyze.pl and cron_rotate.pl scripts (this step could be skipped, as these scripts run each day as cron jobs):
# /hsphere/shared/scripts/cron/cron_analyze.pl
# /hsphere/shared/scripts/cron/cron_rotate.pl
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Managing PostgreSQL Server

The administrator needs to start, stop or restart the services of the PostgreSQL Server:
Linux
Start PostgreSQL server:
  • # /etc/rc.d/init.d/postgresql start
Stop PostgreSQL:
  • # /etc/rc.d/init.d/postgresql stop
Restart PostgreSQL:
  • # /etc/rc.d/init.d/postgresql restart
FreeBSD
Start PostgreSQL server:
  • # /usr/local/etc/rc.d/010.pgsql.sh start
Stop PostgreSQL:
  • # /usr/local/etc/rc.d/010.pgsql.sh stop
Restart PostgreSQL:
  • # /usr/local/etc/rc.d/010.pgsql.sh stop
  • # sleep 10
  • # /usr/local/etc/rc.d/010.pgsql.sh start
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Resolve Disk Quota Problem

If there is a disk quota failure, then to deal with such kind of situation:
On the partition where quota is enabled, execute:
  • quotaoff -a
  • quotacheck -am
  • quotaon -a
After that, reset quota on the control panel server by executing as root:
# su – cpanel -c "java psoft.hsphere.tools.SetQuota -lid N"
where "N" – Logical Server ID where quota should be set
This will reset quota for all users on the system on all servers, so it might take quite a while to execute.
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Resolve FTP problem

Sometimes user complains that his FTP starts with the error: no such user 'username' or unknown user 'username'
It may happen sometimes when a user was deleted, but its virtual FTP config was not.

To fix this problem:
1. Log in as cpanel:
su -l cpanel
2. Run the Java tool to repost FTP configs:
– either by the problematic user's account id:
java psoft.hsphere.tools.PostFTPConfigs -acc
– or by the logical server id:
java psoft.hsphere.tools.PostFTPConfigs -lid
– or for all virtual FTPs:
java psoft.hsphere.tools.PostFTPConfigs -all
3. Restart FTP

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Resolve FrontPage Problems

There may be situations in which customers are having problems with FrontPage. In that case there are certain tips that need to be provided to the customers:
– If only one website is affected, back it up, then try the following:
  1. Make sure all files and directories have correct ownership and permissions, next log into user's CP -> web Options and run the FrontPage Fix.
  2. If this doesn't help, go to the website directory and remove the directories that start with _vti_, next turn FrontPage off and back on and re-publish the website.
  3. There are certain situations, in which customer's complaint that When they publish sites with FrontPage, they are getting the error "cannot open we80.cnf no such file or folder"
To deal with such kind of problem, First, switch FrontPage OFF for this customer. Then find and delete all frontpage directories and .htaccess files:
  • find ./ -type f -name ".htaccess" -exec rm -f {} ;
  • find ./ -type d -name "_vti*" -exec rm -rf {} ;
  • Then again switch FrontPage ON.
If the problem is affecting multiple FrontPage websites, then in that case, try turning off all RLimit options in the plan editor. Next, login as each user and click Apply Changes on the Web Options page to repost configs.
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