[CPANEL-28306] webmail and/or phpmyAdmin stuck at loading screen

kabatak

• July 06, 2019 03:54

I have an issue similar to

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  cPanelMichael

  • July 08, 2019 19:53

  Hello @kabatak, You could try searching the Apache access logs for the date/time included in the CSF notification to see if you notice access attempts on specific PHP scripts under the account. Here's an example of a command you could use: grep "06/Jul/2019:16:02" /home/username/access-logs/* |awk -F'\"' '{print $2}' |sort |uniq -c |sort -nr |head
  Replace "username" with the name of the cPanel account included in the CSF notification. Thank you.

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  kabatak

  • July 09, 2019 06:12

  Hi

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  cPanelMichael

  • July 09, 2019 20:57

  Hello @kabatak, Thank you for sharing the additional information. Can you confirm if the end-user was accessing a custom phpMyAdmin installation on their website? Or, are you referring to phpMyAdmin as accessible through the cPanel interface? Thank you.

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  kabatak

  • July 10, 2019 06:11

  It was the default phpMyAdmin from Cpanel.

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  cPanelMichael

  • July 11, 2019 13:31

  Hello @kabatak,

  . It appears to happen if phpMyAdmin is stuck in a "loading" screen (perhaps when it couldn't properly read a table or something like that). Those "php-fpm: pool user_xxx" processes appears to linger for days long after closing the phpMyAdmin browser. You have to manually kill the process so phpMyAdmin can be usable again. It can also be tricky if you kill the wrong process.

  
  This is worth further investigation to rule out any potential defects in the product. Do you mind reporting this issue in a

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  cPanelMichael

  • July 11, 2019 16:54

  Hello @kabatak, Can you confirm if your server uses cPanel & WHM version 82? You can use the following command to determine the version: cat /usr/local/cpanel/version
  If your server uses version 82, then it's likely this relates to internal case CPANEL-28306. This case was opened to address an issue where an automatic task to clear the Horde cache files upon the update to cPanel & WHM version 82 (ref: CPANEL-27452) fails to restart the cPanel PHP-FPM service. This can lead to features such as phpMyAdmin or Webmail failing to load. I'll monitor this case and update this thread with more information on it's status as it becomes available. In the meantime, the temporary workaround is to restart the cPanel PHP-FPM service using the following command: /scripts/restartsrv_cpanel_php_fpm
  Thank you.

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  kabatak

  • July 15, 2019 12:04

  The version is 11.80.0.20, (server set to update on RELEASE tier). Another thing I noticed is that this issue also caused the WHM backup scheduled process to pause for days unless I kill the related process. Right now we are not experiencing the issue since the tasks was killed. Should I still open a ticket?

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  cPanelMichael

  • July 15, 2019 17:32

  The version is 11.80.0.20, (server set to update on RELEASE tier). Another thing I noticed is that this issue also caused the WHM backup scheduled process to pause for days unless I kill the related process. Right now we are not experiencing the issue since the tasks was killed. Should I still open a ticket?

  
  Hello @kabatak, Yes, could you open a

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  kabatak

  • July 16, 2019 07:41

  Just created a ticket 12861973, Thanks!

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  cPanelMichael

  • July 22, 2019 18:51

  Hello, To update, we were unable to reproduce the behavior reported as part of ticket 12861973. Regarding case CPANEL-28306, this is fixed in cPanel & WHM version 82.0.3: Fixed case CPANEL-28306: Restart FPM after clear_horde_cache task if it is enabled. Let us know of any additional issues after updating to this version. Thank you.

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