cPanel DNSOnly locked after IP change

[MarkCanada]

Hi

Our hosting provider changed the IP address on a DNS Only server and now when I go to its UI at port 2087 it says:

License File Expired: LTD: 1678288844 NOW: 1678391932
To access the interface, you must install the license and ensure that the license is active.
You can purchase or lease a license directly from cPanel, or from one of our Partners.
If you do not currently own a license, register at the cPanel Store and request a trial license.

I tried store support, but they said nothing is registered for its new IP address and they can't help me otherwise. Also nothing shows at cPanel & WHM License Verification | cPanel, L.L.C.

Any ideas?

 

[cPRex]

Hey there! When you mentioned that you tried store support, was that through us? A quick message to [email protected] will get this taken care of.

 

[MarkCanada]

Yeah - it was through you guys. Ticket https://support.cpanel.net/hc/requests/94605482 - I'll try your suggested e-mail.

 

[cPRex]

I do see our Customer Service team has flagged that ticket as an emergency due to the license issue, so you'll be getting a response on that soon.

 

[MarkCanada]

Hi

Just in case someone finds this: it turns out that instead of replacing the old IP address on the server with the new one as the host centre was supposed to, they just added the new IP address in the configuration. And of course I didn't notice because it responded on the new IP address.
It looks like cPanel didn't pick up the new address but tried to renew/register on the original address and since it couldn't be reached from the Internet, it got stuck in licensing hell by the looks of it.

It probably would be a good idea if cPanel could display the IP address it is trying to use on the error page - maybe also embed it into the link to the verify license page - so that it is easier to spot issues with multiple addresses attached to the interface.

Thanks
Mark

 

[cPRex]

I'm glad they were able to help with that. When you say the "link to the verify license" page, where specifically are you seeing that?

 

[MarkCanada]

It was on that error page that cPanel generated when it couldn't get the license sorted out
...
To access the interface, you must install the license and ensure that the license is active.
You can purchase or lease a license directly from cPanel, or from one of our Partners.
If you do not currently own a license, register at the cPanel Store and request a trial license.
...
Where it said lower down that you can verify the license for an IP address at...

 

[cPRex]

Ah, thanks for that clarification. I created this and I'll bring it up with the team next week! https://features.cpanel.net/topic/2...en-should-show-the-ip-address-as-confirmation

 

[MarkCanada]

Liked it