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Strange Suspension

Discussion in 'General Discussion' started by Oleg.Gricik, Nov 2, 2011.

  1. Oleg.Gricik

    Oleg.Gricik Well-Known Member

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    Hi

    We have a user which account is autosuspened every month.
    Checked logs and didn't find any information regarding this.
    Any advise?

    Thank you.
     
  2. cPanelMichael

    cPanelMichael Forums Analyst
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    Hello :)

    Do you have any third-party applications installed that have the ability to suspend an account? This could include billing or hosting automation applications.

    Thank you.
     
  3. Oleg.Gricik

    Oleg.Gricik Well-Known Member

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    Hi

    Yes, we use WHMCS, but there is no reason for suspension.
    Is there some suspension log?

    Thank you.
     
  4. cPanelMichael

    cPanelMichael Forums Analyst
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    You can check to see if someone suspended the account manually via Web Host Manager by checking the following log file:

    Code:
    /usr/local/cpanel/logs/access_log
    You may want to use the "grep" command to search for terms such as "suspend" and filter the results.

    Thank you.
     
  5. Oleg.Gricik

    Oleg.Gricik Well-Known Member

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    Hi

    Here are logs:
    65.60.19.253 - connectl [10/27/2011:05:00:25 -0000] "GET /json-api/suspendacct?user=connectl HTTP/1.1" 200 0 "" ""
    65.60.19.253 - connectl [11/03/2011:05:00:28 -0000] "GET /json-api/suspendacct?user=connectl HTTP/1.1" 200 0 "" ""
    65.60.19.253 - connectl [11/04/2011:05:00:25 -0000] "GET /json-api/suspendacct?user=connectl HTTP/1.1" 200 0 "" ""
    65.60.19.253 is our server's IP address.
    Is there anyway to check a reason of this suspension?

    Thank you.
    Kind Regards
    Oleg G.
     
  6. cPanelTristan

    cPanelTristan Quality Assurance Analyst
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    Could the account be exceeding bandwidth and being suspended due to the bandwidth overage? Have you checked if the user is reaching their bandwidth allotment around the time this occurs? In WHM > View Bandwidth Usage, you should be able to see any accounts that have reached their bandwidth quota.
     
  7. Oleg.Gricik

    Oleg.Gricik Well-Known Member

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    Hi

    This account has unlimited bandwidth.
     
  8. cPanelTristan

    cPanelTristan Quality Assurance Analyst
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    Does the connectl user have WHM level access? Otherwise, I'm confused why that user shows as the logged in user for the account suspension. It really does seem like it might be WHMCS doing the suspension based on the json-api in the url, which indicates it's an API-based command being passed.
     
  9. Oleg.Gricik

    Oleg.Gricik Well-Known Member

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    Hi

    Yes, this is a reseller.
    We checked our WHMCS(main).
    The is no reason for suspension.
    Could this be caused by clients billing system?
    He uses ClientExec.

    Thank you

    Kind Regards
    Oleg G.
     
  10. cPanelTristan

    cPanelTristan Quality Assurance Analyst
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    It is possible the client's billing system might be doing it. Something is calling the function as that user logging into the account's WHM to process a suspension.
     
  11. Oleg.Gricik

    Oleg.Gricik Well-Known Member

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    Hi

    Thank you.
    We will update our customer.

    Kind Regards
    Oleg G.
     
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