SSL links do not show in one cpanel

[cpanzy]

In one of my users cpanel the SSL links (eg SSL/TLS status etc) do not show in the Security section. Other users cpanel on same server using the same feature list/package do show. The SSL is excluded for this one user, but I need to turn that off and renew their cert. I can't turn off the exclusion because SSL option doesn't show in their cpanel.

 

[cpanzy]

How do i remove the SSL domain exclusion if I can't see the SSL options inside their cpanel? Is there a way to remove the exclusion via WHM?

 

[cPRex]

Hey there! You can do this from WHM >> Manage AutoSSL under the "Manage Users" tab. Let me know if that works!

 

[cpanzy]

No unfortunately that doesn't help. I can enable and disable AuoSSL from there for that user. But every time I run AutoSSL for that user it shows :

2:27:04 AM Analyzing “domain.com” (website) …
2:27:04 AM User-excluded domains: 2 (domain.com, www.domain.com)
SUCCESS TLS Status: OK
Certificate expiry: 4/28/23, 12:00 AM UTC (86.31 days from now)
2:27:04 AM Analyzing “sub.domain.com” (website) …
2:27:04 AM User-excluded domains: 2 (sub.domain.com, ww.sub.domain.com)
ERROR TLS Status: Defective
ERROR Defect: NO_SSL: No SSL certificate is installed.
Impediment: COMPLETELY_EXCLUDED: All domains are excluded from AutoSSL.
2:27:04 AM SUCCESS This user’s SSL coverage is already optimal.

 

[cPRex]

Thanks for that information. Just to confirm, have you checked both options here? https://support.cpanel.net/hc/en-us/articles/1500000192041-SSL-TLS-Status-feature-is-missing

 

[cpanzy]

I have this option ticked on " Allow AutoSSL to replace invalid or expiring non-AutoSSL certificates. "
There is an expired non-AutoSSL cert on that domain but AutoSSL won't replace it, see above post.

 

[cpanzy]

Thanks for that information. Just to confirm, have you checked both options here? https://support.cpanel.net/hc/en-us/articles/1500000192041-SSL-TLS-Status-feature-is-missing

yes both those options are on, although in Feature Manager it is called " SSL Host Installer " not "sslinstall" like in that link. Other cpanel accounts using the same package/feature list will show the SSL options within their cpanel.

 

[cpanzy]

It is now showing in their cpanel and I can include the domains and now AutoSSL has issued the certs! I didn't change anything in the feature list or tweak settings. I had already enable and disabled AutoSSL for that user several times today via the WHM Manage AutoSSL but perhaps performing that again was what got it to work. Thanks for your help but I can't really say what got it to finally work.

 

[cPRex]

That's definitely odd, but I'm glad it's working!

 

[cpanzy]

It is now happening with another account. It seems to be when I transfer a cpanel account from another host that is not using AutoSSL. I have tried enabling and disabling and resetting the AutoSSL for that account several times via WHM but it still won't show the SSL options in their cpanel, which I need to have shown so I can turn off the domain exclusions and allow AutoSSL to install a cert.

 

[cPRex]

Can you open a ticket so we can take a look at this?

 

[beefchops]

We had the same symptoms; AutoSSL enabled for the user, "replace invalid certs" checkbox enabled, but still the "COMPLETELY_EXCLUDED: All domains are excluded from AutoSSL." message in the logs.

The fix was to manually delete the appropriate file: /var/cpanel/ssl/autossl/excludes/<username>.json