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Error while installing cPanel 98 [edge] on Ubuntu 20.04 LTS

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14 comments

  • cPRex Jurassic Moderator
    Hey there! I'm having one of the guys that works on the installation process do some testing and I'll get back with you as soon as I have more details.
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  • cPRex Jurassic Moderator
    One thing we noticed on our side is that some of the packages we expect to be missing are already installed on your machine. For example, this warning: 2021-07-03 18:10:58 327 [6405] (DEBUG): libfile-fcntllock-perl is already the newest version (0.22-3build4).
    I'm wondering if your base operating system is somehow different than what we've been testing with. Is there any chance you could create a ticket with our team so we can do some additional investigation into this?
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  • rambillo
    Happy to create the ticket, though the ticketing system isn't letting me complete the submission (and no error msg...) Am I missing something?
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  • cPRex Jurassic Moderator
    I didn't see any ticket system issues reported recently, so I don't have a good explanation for why that isn't going through. You can always email cs@cpanel.net to get in touch with our team directly if there are issues with the ticket submission.
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  • rambillo
    Okay, well it still doesn't allow the submission of the ticket after trying again with a fresh start this morning.. And I'm not going to spend yet more time now trying to contact someone else to get the ticket submitted or to fix the ticket system. So when you work that out, let me know. In the meantime, I do have the clean system that your team can access directly to look at, work with, and hopefully address the Ubuntu install issues as I'd be willing to be it won't be just us encountering them. And short of that, I'll look for the full refund of the cPanel licensing, even post the 72 hour window as we never did get to use it at all (and this forum report sat in approval pending state for at least the first 48 hours).
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  • cPRex Jurassic Moderator
    We do require new forums members first five posts to be manually approved to help cut down on spammers and bots, and the forums are not staffed over the weekend. Plus July 4 was a holiday, so I was off that day as well. I'm sorry to hear about that experience, but our Customer Service team would also likely be able to help with the ticket system issues.
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  • rambillo
    Yep, got all that -- and certainly don't begrudge anyone weekends and / or holiday time, nor the method to battle the spammer and bots! Just that the combination works poorly for a new forum member who, like us, would need support early on, but can't get it timely enough in order to assess cPanel suitability (not, in our case it seems) and yet comply with the 72 hour return policy. That's a disconnect that should be addressed with your organization. That and the (still broken) ticketing system. We'll keep tabs for when cPanel gets released to support Ubuntu 20.04 LTS
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  • cPRex Jurassic Moderator
    I still don't believe an official release time has been announced. I know internally we're shooting for a certain version, but I'm hesitant to say what that is since I don't want to set unrealistic expectations for end-users at this point. I did some more research and there is an issue with the ticket system causing the button at the bottom to be gray. When working properly it should be orange. The only thing I can recommend would be to email Customer Service at cs@cpanel.net so we can help directly. And with situations like this, we're happy to work with you on the 72-hour limit as long as there is ongoing communication.
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  • cPRex Jurassic Moderator
    Update - we have fixed the issue with the ticket system so you can submit things normally at this point. If you're still seeing issues, let me know. I would recommend totally logging out and back in, and possibly clearing your browser's cache, just to make sure you're getting the latest session details from our end.
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  • rambillo
    Hate to be the bearer of bad news, but I think the ticketing system entry form still doesn't work, at least for these purposes. Seems to me the fix was to change the labels to remove the "(optional)" notation next to each of the following form elements: Support Access ID, Deny Server Access, and Attachments -- as it's further my guess the form wasn't validating (and hence it wouldn't enable Submit) as those elements weren't included in my attempted submissions. And for good reason! There is no Support Access ID as we weren't able to install cPanel on the system. Logically it appears to me it was more correct for those to remain optional (surely the form is not looking to compel folks to Deny Server Access or provide Attachments), and the needed fix would have been to adjust the form validation itself instead of the labels.
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  • cPRex Jurassic Moderator
    Interesting - are you still not able to submit a ticket at this time then?
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  • rambillo
    That's right. Still unable to submit. Tried logging out, back in, and clearing cache ... still not able to enable the Submit button. My guess is without a valid Support Access ID, it's not going to validate. Tried entering things like N/A, NA, etc. in that field ... field validation says: Invalid Support Access ID
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  • cPRex Jurassic Moderator
    That's interesting - the only option at this point is the direct email to cs@cpanel.net. They can put you in touch with our support team, as well as look into the ticket submission issue.
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  • cPRex Jurassic Moderator
    Update - I did some more research on this and we removed the "optional" requirement for the Support Access ID. To get the form to work properly, the Support Access ID has to be included. If you don't have that, sending a message to Customer Service is the best way to get in touch. I did test the form on my end just now with a valid access ID and that is working well.
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