IP address missing on newly created account

[JF Bertrand]

Hi!

Got a weird problem this morning when I created a new account. The account creation seems to complete without any errors, but when I go to List Accounts, under the column IP Address for the new account, it's listed as MISSING.

The FTP account does not work for the new account (authentication failure), but if I use the "Synchronize FTP passwords" option in WHM, then the FTP starts working.

If I navigate to MultiPHP Manager in WHM, the new account is NOT listed. So I went in cPanel for the new account and if I go to MultiPHP Manager from there, I get the following error:
"Failed to fetch userdata for “******” at /usr/local/cpanel/Cpanel/PHP/Config.pm line 313."

I already tried to Terminate the account and recreate it multiple times with the same outcome.

Anyone can provide input on this ?

SERVER INFO
/etc/redhat-release:CentOS release 6.10 (Final)
/usr/local/cpanel/version:11.74.0.4
/var/cpanel/envtype:standard
CPANEL=release

 

[cPanelLauren]

Hi @JF Bertrand


Did anything out of the ordinary occur when you created the account? It sounds like for some reason the userdata for the account wasn't actually created. Is anything present at:

/var/cpanel/userdata/$user/

 

[JF Bertrand]

Nothing out of the ordinary, the output from the account creation seems normal, no errors whatsoever...
The folder /var/cpanel/userdata/$user/ was created and contains the following files:
main
main.cache
$user.com
$user.com.cache

 

[cPanelLauren]

Hi @JF Bertrand

Ok well, that's step one that it exists. What's in main?


Thanks!

 

[JF Bertrand]

Here is the content of main ( seems ok to me ) :
---
addon_domains: {}

main_domain: [removed]
parked_domains: []

sub_domains: []

 

[cPanelLauren]

Hi @JF Bertrand


Yea that's exactly how it should look are the contents of the domain.tld file also intact and is the IP address present?

Thanks!

 

[cPanelLauren]

Hi @JF Bertrand


I removed the last response because it contained real domain names/IP's but I did take a look at it first. It seems to be set up properly in that respect.

The only instances this would occur is if the user/domain isn't referenced properly in one of the necessary files which is why I'm having you check the most common files.

Can you confirm this by running the following:

grep $username /etc/{userdatadomains,userdomains,passwd,shadow,group}

Thanks!

 

[JF Bertrand]

Ok I ran the grep as requested. The $username is not referenced in userdatadomains. It is however referenced in every other files.
Do you need the output from the command?

 

[cPanelLauren]

Hi @JF Bertrand

It should be referenced there in the following format:

yourdomain.com: youruser==root==main==yourdomain.com==/home/youruser/public_html==<domainIP>:80==<domainIP>:443====0==

Rather than add this information manually I'd like to see if running the following does it automatically:

/scripts/updateuserdomains
/scripts/updateuserdatacache --force
mv /etc/apache2/conf/httpd.conf{,.bk}
/scripts/rebuildhttpdconf
/scripts/restartsrv_httpd

Once this is complete can you check userdatadomains once more and let me know if the domain is present?

Thanks!

 

[JF Bertrand]

Ok, that did it! The domain is now present in : userdatadomains and everything seems to be working fine. I don't know what caused this to happen today though. We frequently add accounts and this is the first time something like this ever happened. Hopefully it won't happen again !

Thanks !

 

[cPanelLauren]

Hi @JF Bertrand

I'm not sure what caused it either, though it's not typically a common occurrence. For some reason when the account was added it seems the /etc/userdatadomains file wasn't able to be written to or just wasn't - it could be a few things but as long as you can add some test domains and they don't experience the issue you should be alright.

I'm glad that it's working for you as intended now as well.

Thanks!

 

[planetjoin]

Hello

I´m with the same problem

Running this :

/scripts/updateuserdomains
/scripts/updateuserdatacache --force
mv /etc/apache2/conf/httpd.conf{,.bk}
/scripts/rebuildhttpdconf
/scripts/restartsrv_httpd

the domain in the list appeasr with the IP
But when i add another domain, again MISSING..
I can´t do this for EVERY site created, becasue many sites are created by resellers ;(

Any help?

Server
centOS 7
Cloudlinux 7.5
Apache 2.4

Thanks
Fabian

 

[planetjoin]

UPDATE :

This maybe can help to fund the problem
After i created the domain.. where appears in the column IP as MISSING. I go to terminate it.
The system terminate the domain, BUT NOT TERMINATE the dns zone.

Even running the above scripts that fix the IP stuff, if i delete that domain (after fixed), the DNS zone not deleted.
I need to delete the site and the dns zone manually.

Another weird thing:
when i create a new site here, appears as 0MB used. When in other servers, when the domain is created always have some in use (like 1MB)



Thanks in advance
Fabian

 

[cPanelLauren]

Hi @planetjoin

Can you please open a ticket using the link in my signature? Once open please reply with the Ticket ID here so that we can update this thread with the resolution once the ticket is resolved.


Thanks!

 

[planetjoin]

Done!

Ticket #10323391

Thanks for your help

Fabian

 

[planetjoin]

I just saw this :

IP shown as MISSING in whm list accounts

Could be so easy??

Regards
Fabian

 

[cPanelLauren]

Hi @planetjoin

Thanks for providing the ticket ID - I believe the fact that you're continuously experiencing this problem warrants more in-depth investigation - I'll update here as to any progress on the ticket as well.

Thanks!

 

[cPanelLauren]

Hi @planetjoin

It could be but that still wouldn't answer why it's occurring. If there's some configuration or way that accounts are being created that's causing this behavior it needs to be investigated.

Please feel free to run upcp if you'd like though.

 

[planetjoin]

already ran upcp..
rebooted server
created new account 1test.com

and again "MISSING".. (image attached)



Now.. wait the ticket resolution

Regards
Fabian

 

[cPanelLauren]

Hi Fabian,

It was worth the try - thanks for posting the results as well. Let's see what the outcome of the ticket is. I'll update here with more information when available.


Thanks!