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

laudarch

• February 24, 2021 12:52

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 "auth2.cpanel.net""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

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  cPRex Jurassic Moderator

  • February 24, 2021 17:55

  Hey there! Sorry to hear about these issues you're experiencing with KernelCare. While you can contact us without the ID (cs @ cpanel.net) 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.

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  laudarch

  • February 25, 2021 02:01

  Hi Thanks, I got in contact with CloudLinux and they fixed the issue. Thank you.

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  cPRex Jurassic Moderator

  • February 25, 2021 14:06

  I'm glad they were able to help get that resolved!

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