SOLVED cPanel Core Services Outage - 6/21/2018

cPanelAlex

Technical Analyst Supervisor
Staff member
Apr 15, 2017
19
12
78
Houston, TX
cPanel Access Level
Root Administrator
Hello everyone,

This morning at approximately 12:05AM Central US time, some of our core systems experienced technical difficulties that rendered them inoperable. This outage affects a few core components of the services we provide, including the ability to login to our ticket desk, create/respond to tickets, and certain license related actions which can impact new installations. Manage2 functionality may also be degraded and/or inoperable.

Our systems administration team has identified the root cause to the issue, and has been working diligently to restore services to proper working order since shortly after the issue was discovered.

We are very sorry for the clear inconvenience that these outages have caused, and we thank you for your patience as we work towards a resolution. We will provide further status updates here as new information becomes available.
 
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cPanelAlex

Technical Analyst Supervisor
Staff member
Apr 15, 2017
19
12
78
Houston, TX
cPanel Access Level
Root Administrator
Hello everyone,

Our systems administration team is continuing to work on bringing all services back online. At this time, most functionality to our tickets system has been restored, however please be aware that intermittent issues may still arise. We are currently working on resolving license system related issues, including the ability to verify licenses, perform new installations, and creating new tickets.

We will continue to provide updates here as new information becomes available. Thank you for your continued patience.
 
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cPanelAlex

Technical Analyst Supervisor
Staff member
Apr 15, 2017
19
12
78
Houston, TX
cPanel Access Level
Root Administrator
Hello again,

At this time, Manage2 is back online. The ticket desk is also now fully functional, and access to creating/updating tickets should now be fully restored. Some degradation in performance and intermittent warnings may be displayed as we work to bring redundant systems back online.

We are currently working on ironing out remaining issues, including those with store.cpanel.net and license related systems.

If you encounter any additional problems, please open a support ticket with us here: cPanel Customer Portal

Thank you all again for your continued patience during this outage.
 
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cPanelAlex

Technical Analyst Supervisor
Staff member
Apr 15, 2017
19
12
78
Houston, TX
cPanel Access Level
Root Administrator
Hello again,

In order to ensure system integrity and consistency across our redundant systems, Manage2 will be going down for a short period of time for unscheduled maintenance.

We will update this thread with any new developments.

Thanks!
 

cPanelAlex

Technical Analyst Supervisor
Staff member
Apr 15, 2017
19
12
78
Houston, TX
cPanel Access Level
Root Administrator
Hello,

We are currently aware of the 503/502 and other errors being seen across all interfaces, including Manage2, store.cpanel.net, tickets.cpanel.net, and related systems. The unplanned maintenance responsible for the current errors should be completing soon.

We'll provide you with further information here as soon as available.
 

cPanelLauren

Product Owner
Staff member
Nov 14, 2017
13,304
1,252
313
Houston
Hello,


manage2.cpanel.net, store.cpanel.net, tickets.cpanel.net and related system should be live again now. There is planned maintenance scheduled to occur again later today and when I have more information on that I will update here.

Please let us know if you experience any issues with opening tickets, licensing etc.

Thanks!
 

cPanelLauren

Product Owner
Staff member
Nov 14, 2017
13,304
1,252
313
Houston
Hello,


We're aware there are continuing issues with the licensing and ticket systems. We are working diligently to resolve these. We will continue posting updates as things progress and we have more information/news.

Thank you,
 

cPanelLauren

Product Owner
Staff member
Nov 14, 2017
13,304
1,252
313
Houston
Hello,


Just to update we are still experiencing issues with our license system which are in turn causing some licensing issues. The specific errors being encountered with licensing could be as follows:

Code:
The exact message was: Already Used cPanel/WHM Trial License for this IP. (xx.xxx.xxx.xxx)
Code:
The cPanel license server replied that the license has been activated on too many machines (600).
Please contact [email protected]
The exact message was: Expired license, please upgrade cPanel/WHM. (xxx.xx.xx.xxx)
Code:
"Updating cPanel license...Done. Update Failed!
Error message:
The cPanel license server said that a license could not be issued for your server (66)."
We appreciate your patience while we are working to resolve these issues. We'll continue to update this thread until the matter is resolved.

Thank you,
 
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cPanelLauren

Product Owner
Staff member
Nov 14, 2017
13,304
1,252
313
Houston
Hi all,

I don't have anything new to report at this time, progress on this issue is ongoing, at this time we are still experiencing issues though we are anticipating that the issue will be resolved soon. We will continue updating as to the status of this here and once again thank you all for your patience.

Thanks!
 

cPanelLauren

Product Owner
Staff member
Nov 14, 2017
13,304
1,252
313
Houston
Hello,


At this time all systems should be functioning normally. If your license was experiencing issues due to this and has not yet been updated please run
Code:
/usr/local/cpanel/cpkeylt
on the affected server. If this does not resolve the issue please let us know here or open a ticket using the link in my signature.

Thank you all for your patience during this time we do truly appreciate it.
 
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cPanelLauren

Product Owner
Staff member
Nov 14, 2017
13,304
1,252
313
Houston
While the systems are online and functional, as a result of todays issue Manage2 and the cPanel License system are currently running in a degraded state. We will be taking both systems down between 8pm and 9pm CST to correct the issue. We appreciate your patience while we address this issue
 

cPanelLauren

Product Owner
Staff member
Nov 14, 2017
13,304
1,252
313
Houston
The maintenance we're performing is taking longer than expected, as such we're extending the maintenance window until 10:30PM CST

We'll update again when more information is available or the maintenance is complete.

Thank you.
 

cPanelLauren

Product Owner
Staff member
Nov 14, 2017
13,304
1,252
313
Houston
Maintenance has ended slightly earlier than the last update projected. At this time all services should be back up and running normally. Please let us know if you experience any issues or have any concerns.

Thank you.