SOLVED [URGENT]: unable to access server after installing cloudlinux addon

Operating System & Version
Centos 8.3
cPanel & WHM Version


Feb 24, 2021
cPanel Access Level
Root Administrator
I bought the kernelcare and cloudlinux addons and now my server won't show any services including ssh. I can only access the server via a rescue as this is a dedicated metal server.

there's DNS returned “SERVFAIL” (code 2) in response to the system’s query for “”’s “A” records. in the log file /usr/local/cpanel/logs/error_log

Boot log shows everything is up but ping is not responding, ssh not responding nothing is working.

When I contact support they want me to add a "Support Access ID" which can only be accessed on a running system and because my system is not running am unable to get support.

Thanks in advance


Jurassic Moderator
Staff member
Oct 19, 2014
cPanel Access Level
Root Administrator
Hey there! Sorry to hear about these issues you're experiencing with KernelCare.

While you can contact us without the ID (cs @ we wouldn't be able to access the server if it's in the condition you are describing. If you could change the kernel that boots the machine you may be able to regain access and then we could do some troubleshooting on our end.

If you purchased KernelCare through CloudLinux directly, you would need to reach out to them for assistance with that tool.