Imunify keeps reloading the page

[sevenokve]

Hi there!

We have an issue with Imunify in all of our servers.

We have about 15 servers and in all of them we have the Imunify AV+ licence.

In all of them we face the same issue. It keeps showing the following error and after a couple of seconds (around 10-12) it reloads the page (attached a screenshot):

Internal Error
Your connection was reset or session has expired. Please reload the page

Other than that software works fine. But it's really annoying that it keeps reloading like this.

I was searching online and couldn't find anything useful on how to fix the problem.

Do any of you have any ideas or things I could try?

 

[kodeslogic]

If it is happening on all servers then the first thing I would check how it is working in other browsers (Like Firefox).

 

[cPRex]

It's also possible that the servers are all on the same network, and there is a greater connectivity issue between your network and the files.imunify360.com or imunify360.cloudlinux.com network. You would see those errors logged in /var/log/imunify360/error.log so I'd recommend checking there first for more details.

 

[sevenokve]

Thanks for the recommendations.

I've tested with another browser and the issue remains. We've tested from several different locations across the world and it happens the same regardless of the browser or the location. So it doesn't seem to be related to this @kodeslogic, also most of our servers are not even in the same location/datacenter/provider.

In regards to @cPRex suggestion, I checked the error_log in 3 of our servers (the ones I've been using Imunify most recently) and there doesn't seem to be a pattern or shared errors. Each one has different errors and none of them seem to be network related, at least not for what I can see.

Anything else comes to mind?

We usually connect to our servers through WHMCS Connect (as root), do you think it may have something to do with that? I don't have the root username/pass to connect manually and discard this, I'm checking with the team that do have access so they can test it out. I'll update here as soon as I have any news in that regard.

But in the meantime if you come up with other ideas I'll be glad to test them out.

 

[cPRex]

If someone with root access would like to submit a ticket to cPanel or to Imunify, depending on where your license was purchased, that might be the best plan at this point as this doesn't seem like normal behavior.

 

[cPRex]

The team has also let me know that performing this might be helpful:

Generating a HAR file for troubleshooting

Zendesk Customer Support may occasionally need additional information about the network requests that are generated in your browser. A member of the team may ask you to record a HAR file, or a log ...

support.zendesk.com

 

[sevenokve]

The team has also let me know that performing this might be helpful:

Generating a HAR file for troubleshooting

Zendesk Customer Support may occasionally need additional information about the network requests that are generated in your browser. A member of the team may ask you to record a HAR file, or a log ...

support.zendesk.com

I'm very familiar with this kind of approaches in my customers sites and didn't use it myself. [insert facepalm]

This approach indeed helped me to figure out what was going on.

Early on the day I asked my coworkers to connect to some of our servers and then to Imunify. All the coworkers from my country were having the issue, but coworkers from other countries were able to use the software without issues. Strange, but I thought it couldn't be due to a georestriction, or at least is what I wanted to believe.

We'll, after checking your last suggestion out I tried to access Imunify with the Dev Tools open so I could see what was going on. It seemed the connections to api.imunify360.com were being blocked by my browser...

Until I tried to access explicitly api.imunify360.com, then all became clear. (see screenshot)

It disappoints me that this is the issue, it's really unfair since I by no means have anything to do with what's stated in the announcent. I'm from Venezuela in case you were wondering.

But I guess there's not much you or I can do about this. Meanwhile a VPN should do the trick.

Thanks for all your recommendations and support. You rock!

 

[cPRex]

I'm glad you found out what was happening - glad I could help!