SOLVED Unable to login to WHM 500 Internal Error

Kieko89

Member
May 14, 2017
7
2
3
USA
cPanel Access Level
Root Administrator
Hi,

Their was an update that happened a few weeks ago and since then, I'm unable to login to WHM whatsoever. It just happened out of the blue. The error message I get is below:

Code:
[SIZE=6][B]Internal Server Error[/B]
[B]500[/B]
[B]The cPanel Server operation timed out at cpsrvd.pl line 531.[/B][/SIZE]
I have searched this issue for over a week now and none of the posted information on this forum nor elsewhere had helped.

I have attempted to run the update command via terminal and it just hangs

Code:
# /scripts/upcp --force
The update hangs with the following output:

Code:
=> Log opened from /usr/local/cpanel/scripts/updatenow (4269) at Sun May 14 17:49:06 2017

[2017-05-14 17:49:06 -0400]   Detected version '11.62.0.17' from version file.

[2017-05-14 17:49:06 -0400]   Running version '11.62.0.17' of updatenow.

[2017-05-14 17:49:06 -0400]   --force passed on command line. Upgrade will disregard update config settings.

[2017-05-14 17:49:46 -0400] W Unable to download public key from vendor: cpanel, category: release, url: [URL]https://securedownloads.cpanel.net/cPanelPublicKey.asc[/URL]

[2017-05-14 17:49:46 -0400]   Error encountered while running 'wget' command.

[2017-05-14 17:49:46 -0400] --2017-05-14 17:49:06--  [URL]https://securedownloads.cpanel.net/cPanelPublicKey.asc[/URL]

[2017-05-14 17:49:46 -0400] Resolving securedownloads.cpanel.net (securedownloads.cpanel.net)... failed: Name or service not known.

[2017-05-14 17:49:46 -0400] wget: unable to resolve host address 'securedownloads.cpanel.net'

[2017-05-14 17:50:26 -0400] W Unable to download public key from vendor: cpanel, category: development, url: [URL]https://securedownloads.cpanel.net/cPanelDevelopmentKey.asc[/URL]

[2017-05-14 17:50:26 -0400]   Error encountered while running 'wget' command.

[2017-05-14 17:50:26 -0400] --2017-05-14 17:49:46--  [URL]https://securedownloads.cpanel.net/cPanelDevelopmentKey.asc[/URL]

[2017-05-14 17:50:26 -0400] Resolving securedownloads.cpanel.net (securedownloads.cpanel.net)... failed: Name or service not known.

[2017-05-14 17:50:26 -0400] wget: unable to resolve host address 'securedownloads.cpanel.net'

[2017-05-14 17:50:26 -0400] W Failed to download all specified public keys.

=> Log closed Sun May 14 17:51:44 2017

[2017-05-14 18:07:19 -0400]   Falling back to traditional TIERS version file
It can keep going for several days without any luck.

I had checked the error log at # nano /usr/local/cpanel/logs/error_log and this is what I have:
Code:
Last login: Sun May 14 15:10:35 2017 from 73.175.176.24

[[email protected] ~]$ sudo nano /usr/local/cpanel/logs/error_log

[[email protected] ~]$ sudo nano /usr/local/cpanel/logs/error_log

[[email protected] ~]$ sudo nano /usr/local/cpanel/logs/error_log

[[email protected] ~]$ sudo nano /usr/local/cpanel/logs/error_log

[[email protected] ~]$ sudo nano /usr/local/cpanel/logs/error_log
                                                                 
[2017-05-14 18:21:52 -0400] info [whostmgrd] Internal Server Error: "GET /favicon.ico HTTP/1.1" 500 The cPanel Server operation timed out at cpsrvd.pl line 53$


[2017-05-14 18:25:08 -0400] info [whostmgrd] Internal Server Error: "GET / HTTP/1.1" 500 The cPanel Server operation timed out at cpsrvd.pl line 531.


[2017-05-14 18:25:39 -0400] info [whostmgrd] Internal Server Error: "GET /favicon.ico HTTP/1.1" 500 The cPanel Server operation timed out at cpsrvd.pl line 53$


[2017-05-14 18:34:39 -0400] warn [cpanelsync] httpupdate.cpanel.net could not be resolved to an IP adddress. Please check your /etc/resolv.conf file.

 at /usr/local/cpanel/Cpanel/HttpRequest.pm line 863.

        Cpanel::HttpRequest::_getAddressList(Cpanel::HttpRequest=HASH(0x1801020), "httpupdate.cpanel.net", undef) called at /usr/local/cpanel/Cpanel/HttpReque$

        Cpanel::HttpRequest::_initrequest(Cpanel::HttpRequest=HASH(0x1801020), "host", "httpupdate.cpanel.net", "url", "/cpanelsync/cpaddons/cPAddonsMD5/.cpan$

        Cpanel::HttpRequest::_request_file(Cpanel::HttpRequest=HASH(0x1801020), "exitOn404", 0, "host", "httpupdate.cpanel.net", "url", "/cpanelsync/cpaddons/$

        Cpanel::HttpRequest::request(Cpanel::HttpRequest=HASH(0x1801020), "exitOn404", 0, "host", "httpupdate.cpanel.net", "url", "/cpanelsync/cpaddons/cPAddo$

        Scripts::cpanelsync::_wait_for_mirror_lock(Cpanel::HttpRequest=HASH(0x1801020), "httpupdate.cpanel.net", "/cpanelsync/cpaddons/cPAddonsMD5", HASH(0x17$

        Scripts::cpanelsync::script("Scripts::cpanelsync", "--signed=1", "httpupdate.cpanel.net", "/cpanelsync/cpaddons/cPAddonsMD5", "/usr/local/cpanel/cpadd$
                                                               
==> cpsrvd 11.62.0.17 started

==> cpsrvd: loading security policy....Done

==> cpsrvd: Setting up SSL support ... Done

==> cpsrvd: transferred port bindings

==> cpsrvd: bound to ports

[2017-05-14 18:46:50 -0400] info [whostmgrd] Internal Server Error: "GET / HTTP/1.1" 500 The cPanel Server operation timed out at cpsrvd.pl line 531.
The above sample is just some of the error log for today and if needed I can provide more. I'm just not sure as what is the problem at this point and really need some guidance as I've checked everything without finding a solution.

This is what I got in my /etc/resolv.conf file:
Code:
; generated by /usr/sbin/dhclient-script

search website.tld

nameserver 8.8.8.8

nameserver 8.8.4.4
Please do let me know if anything else is needed.

Thank you
 
Last edited by a moderator:

Kieko89

Member
May 14, 2017
7
2
3
USA
cPanel Access Level
Root Administrator
Hello,

When I use the cPanel app for iOS. I'm able to add the website and when attempting to login to whm via app I get a message stating the following
Invalid License File
To access the interface, you must install the license and ensure that the license is active.
Thing is when I run the command to update the license via ssh and it just hangs. I'm still not able to ping

Also this is what I get when attempting to login via cPanel app to cPanel:

License is not for this host
To access the interface, you must install the license and ensure that the license is active.
 
Last edited by a moderator:

24x7server

Well-Known Member
Apr 17, 2013
1,911
96
78
India
cPanel Access Level
Root Administrator
Twitter
Hi,

There could be number of reasons for this and hard to just verbally discuss. Can you check if the disk space and inodes are free?

Regarding the update error, " httpupdate.cpanel.net could not be resolved to an IP adddress. Please check your /etc/resolv.conf file. "
--> Execute the below command and verify it is reachable:

# ping httpupdate.cpanel.net
 

Kieko89

Member
May 14, 2017
7
2
3
USA
cPanel Access Level
Root Administrator
Hello,

Thank you for the response! I have checked the disk space and usage information and are listed below:

Filesystem Size Used Avail Use% Mounted on

/dev/xvda1 100G 25G 76G 25% /

devtmpfs 900M 0 900M 0% /dev

tmpfs 920M 4.0K 920M 1% /dev/shm

tmpfs 920M 25M 895M 3% /run

tmpfs 920M 0 920M 0% /sys/fs/cgroup

/dev/loop0 3.9G 11M 3.7G 1% /tmp

tmpfs 184M 0 184M 0% /run/user/0

tmpfs 184M 0 184M 0% /run/user/1000



Inodes:

Filesystem Inodes IUsed IFree IUse% Mounted on

/dev/xvda1 100M 482K 100M 1% /

devtmpfs 225K 280 225K 1% /dev

tmpfs 230K 2 230K 1% /dev/shm

tmpfs 230K 467 230K 1% /run

tmpfs 230K 16 230K 1% /sys/fs/cgroup

/dev/loop0 256K 482 256K 1% /tmp

tmpfs 230K 1 230K 1% /run/user/0

tmpfs 230K 1 230K 1% /run/user/1000

I have attempted to ping httpupdate.cpanel.net and got the below message:

ping: httpupdate.cpanel.net: Name or service not known
Can the firewall be causing an issue? Also is their a way to refresh an install without loosing data?
 

cPanelJasonT

Level 2 Technical Analyst
Staff member
Oct 21, 2014
54
6
83
cPanel Access Level
Root Administrator
Hello,
When you see errors like this from WHM , it can be caused by myriad reasons. Can you create a ticket so that the server can be investigated directly at tickets.cpanel.net. After that, you can report the ticket number back here for reference.
 

Kieko89

Member
May 14, 2017
7
2
3
USA
cPanel Access Level
Root Administrator
Hello, Thank you for the update, I have created a support ticket and here is the ref number: 8489003.

At @webhostuk, I have followed a tutorial in regards to doing that and even then I was not able to ping. I even disabled the firewall as well and flushed the iptable. Now even the dns servers do not load, this had happened before, it was due to a license and the hostname changing as well as the resolv ips default to ns1 and ns2 every update and reboot but this time I've not gotten successful.
 

Kieko89

Member
May 14, 2017
7
2
3
USA
cPanel Access Level
Root Administrator
Hello guys, I would like to update this thread. I was able to resolve the issue when I had spoken with the support specialists and the issue was resolved by going over the ports that were needed to be opened so that WHM/Cpanel can communicate and after doing that. The system was able to communicate right away!.
 
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