SOLVED Unable to login to WHM 500 Internal Error

[Kieko89]

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:

[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

# /scripts/upcp --force

The update hangs with the following output:

=> 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:

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:

; 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

 

[Kieko89]

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.

 

[24x7server]

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]

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]

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.

 

[webhostuk]

Did you try to Flush firewall and check or even try to stop iptable to check you are able to ping cpanel.

 

[Kieko89]

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]

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!.