Account went from active to "SORRY!" overnight

Studio1337

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Feb 9, 2016
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We have an account that does not want to remain active on one of our servers, and I'm out of my depth figuring out this issue.

The goal is to set up a test account where the client can experiment on a copy of their site, hosted on a separate subdomain, on a different server. Yesterday, I used the transfer tool to clone the account from one server to another. The database restore failed, but I created a new DB and imported it separately. I changed the account domain from 'domain.com' to 'new.domain.com' and updated the database accordingly (it's a Wordpress site).

Everything was working at that point. A perfect copy of the site showed up and was fully navigable, admin panel was accessible, everything was working fine. So far, so good.

This morning, the client tells me they're seeing the defaultwebpage.cgi page instead of their site. Sure enough, at some point overnight, the server switched to this page instead of displaying the site. No one touched the site or the server, and this is the second time it's happened, with the same account. I went through these steps about a month ago, and the same thing happened. So yesterday/today was a replication of the issue (I ran the transfer a second time just to make sure it wasn't a fluke, corrupted file, config entry, something like that).

Public DNS does not point to the 'new.domain.com' account yet. We're connecting to it by updating our local hosts file with the IP and name. Everything is untouched from when it worked, so the IP hasn't changed (the defaultwebpage.cgi assets are loading from the correct IP). I took a peek in httpd.conf to see if anything looked weird with the entry for that account, but this is where my knowledge runs out. I saw the correct IP and path to their account. Beyond that, I'm not sure what I would look for that could be problematic, or even if I'm going to find the answer there.

Any thoughts on why an account would flip into this mode overnight would be most appreciated!
 
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cPRex

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Oct 19, 2014
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Hey there! The "Sorry" page almost always happens due to an issue with DNS, which is usually caused by a difference between the IP in DNS and the IP setup in the Apache vhost.

Since you've checked that though, is this server running in a NAT environment and did the private IP address possibly change? You can check that with this command:

Code:
cat /var/cpanel/cpnat
and it would show you the current NAT configuration.

If you're not able to see any differences after checking those areas, feel free to submit a ticket to our team and we'd be happy to take a look for you.
 

cPRex

Jurassic Moderator
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Oct 19, 2014
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Nope - if it's not there, you aren't using a NAT. Nothing to be concerned about.

It sounds like you've checked all the common things already, so I'd recommend getting a ticket submitted. You can do that from the link in my signature or through your WHM interface, but please post the number here so I can follow along and keep this thread updated.
 

Studio1337

Member
Feb 9, 2016
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Root Administrator
Easier said than done apparently. I get "Wrong credentials," even after resetting my password. I tried from WHM, but it just takes me to the same login page where I can't log in. Tried different browser in case the system doesn't like Opera, but same result in Chrome. Any suggestions for how to access the ticket system?