Troubleshooting Server Issues

If you encounter errors or issues while working with product configuration or clients’ services, see the sections below to start troubleshooting and resolve the issue.

You can begin the troubleshooting process for most provisioning-related issues with the following steps:

Check the Admin Dashboard for Pending Module Actions notifications:
Review recent error messages at Utilities > Module Queue and in Module Log at Configuration () > System Logs.
Check to ensure that the cron job’s daily automation tasks are running correctly.

For more information, see Servers.

General Server and Provisioning Errors

You may encounter the following common issues:

Error or Issue	Explanation	Next Steps
The uptime or CPU load statistics for a server are not displaying properly in the Server Status Monitoring feature.	The server does not use a Linux®-based operating system, the `status` directory is inaccessible, or required PHP functions are disabled.	Status Monitoring Display Issues
`406 Not Acceptable`	This error is usually due to the server’s `mod_security` rules blocking the query from WHMCS.	406 Not Acceptable Errors
`Allowed memory size of xxxxx bytes exhausted`	This error message indicates that WHMCS has reached the maximum amount of memory in the `memory_limit` setting in your server’s PHP configuration.	Memory Exhausted Errors
`Required Product Module '' Missing`	This error message indicates that the system performed a module command for a product without an assigned module.	Product Module Missing Errors
`Server Command Error - Curl Error - 28 connect() timed out`	This error indicates that the operation timed out.	Server Timed Out Errors
`Server Command Error - Curl Error - Couldn't connect to host (7)`	This error indicates that your firewall is blocking the necessary port to connect to one of your servers.	Server Connect Host Errors
`Server Command Error - Curl Error - Couldn't resolve host (6)`	This error indicates that the account doesn’t have an associated server.	Server Resolve Host Errors

cPanel & WHM

For more information, see cPanel.

You may encounter the following common issues:

Error or Issue	Explanation	Next Steps
Accout creation failed while provisioning a new hosting account.	An error occurred that prevented the system from creating the account. This can occur for many reasons.	Account Creation Failures
The Package menu in the Module Settings tab does not include all of the packages that are available on your cPanel & WHM server.	Packages may not display in this list if their use would exceed the reseller’s quotas on their WHM account.	Missing WHM Packages
`Access Denied` or `Permission Denied`	This error indicates that the cPanel & WHM server denied WHMCS access to perform the requested action.	Access Denied Errors
`Action Failed Unable to auto-login. Please contact support`	The username under the client’s Products/Services tab is empty.	Action Failed Errors
`Failed to load module “WpToolkitCli”`	The required WP Toolkit module does not exist on your cPanel & WHM server.	wptoolkitcli Errors
`Invalid value paper_lantern for the cpmod setting`	The product configuration in WHMCS specifies a cPanel theme that does not exist on your cPanel server.	Invalid cpmod Errors
`Login Failed`	Either your server’s login details are incorrect in WHMCS, or your brute force protection settings are preventing access.	Login Failed Errors
`No user name supplied: "username" is a required argument`	This indicates that the username under the client’s Products/Services tab is empty.	Missing Username Errors
`Package Not Allowed or Exceeded Resource/Account Allocation`	This error indicates that you only have reseller access to your server and are trying to create an account without a valid package name.	Package Not Allowed Errors
`Product attribute Package Name XXX not found on server`	There are insufficient resources to create an account with the package, you have entered a package name in WHMCS incorrectly, or an API token has insufficient permissions.	Product Attribute Errors
`Resellers are not permitted to create subdomains of the server's main domain`	This indicates that the domain is missing from the service configuration.	Reseller Subdomain Errors
`Sorry, a group for that username already exists`	An account with this username already exists on the server.	Group Already Exists Errors
`Sorry, that username is reserved`	The username for the new account contains a prohibited word.	Username Reserved Errors
`This module requires a cPanel & WHM server with a valid license and the 'Standard' server profile.`	This error indicates that you are attempting to use a server that does not run cPanel & WHM or does not have a valid cPanel & WHM license.	License Profile Errors
`You do not have permission to use Selected Package`	The package name in WHMCS does not exactly match the package name in WHM.	Package Permission Errors
`WHM Username is missing for the selected server`	This error indicates a server balancing misconfiguration (for example, you have not selected a server to use when creating the account).	Missing WHM Username Errors

Plesk

For more information, see Plesk.

You may encounter the following common issues:

Error or Issue	Explanation	Next Steps
Blank command errors.	Your firewall is blocking connections on port `8443`.	Blank Command Errors
The system is setting up the client account but not the associated domain. or `2306 - Domain adding was failed. Error: xxxxx template failed: Unable to apply limits`	This is usually due to the permissions of the domain template exceeding the server resources or containing something unsupported.	Domain Setup Failures
The `www` subdomain does not function on hosting accounts on a Plesk server.	This happens due to the default DNS settings on a Plesk server.	www Does Not Work
`0 - Unable to find appropriate manager for this version of Panel. Plesk should be at least 8.0 version`	This is a generic error message that the Plesk module returns.	Version Errors
`1006 - Permission denied`	This indicates that your Plesk login doesn’t have the necessary permissions to use the API.	Permission Denied Errors
`1013 - Error message: Customer with email '[email protected]' is not found in panel` or `1013 - Error message: Customer with external id 'xxxxxxxx' is not found in panel`	The product type is incorrect in WHMCS or there is a missing data table in Plesk.	Email Not Found Errors
`1013 - Template does not exist`	This error indicates that the client and domain template names are incorrect or missing.	Template Errors
`1014 - Parser error: Request is invalid`	This error message indicates that there is a field value missing. Usually, this is because there are no assigned IP addresses in the client or domain template’s IP address pool.	Invalid Request Errors
`1018 - Unable to create hosting. IP address does not exist in client's pool`	There is an issue with the IP address pool configuration in Plesk.	Client Pool Errors
`1023 - Unable to accept the template: the following limitations are exceeded`	This issue occurs when the subscription already used the service plan addon’s resources.	Limitations Exceeded Errors
`503 Service Temporarily Unavailable` or `Page not Found` or `Timeout` or `502 Bad Gateway`	Plesk forcibly restarted Apache®, which can disrupt the connection to WHMCS.	Plesk Connection Errors
`Plesk API Response: Plesk_Manager_V163::_getSsoRedirectUrl(): Argument #2 ($username) must be of type string, null given, called in /path/to/whmcs/modules/servers.plesk/lib/Plesk/Manager/Base.php on line 0`	You have set the hosting service’s product type to Other.	_getssoredirecturl Errors
`Plesk login requires user authentication`	The user has a dynamic IP addresses or an unstable internet connection.	Login Errors
`Unable to create account in Panel. The field 'username' is required.`	This error indicates that the username under the client’s profile’s Products/Services tab is empty.	Username Required Errors

Last modified: June 14, 2024