Extremely slow adding accounts (up to 15 minutes)

rohroh1974

• February 25, 2016 18:00

Hi, Recently after the last WHM update (WHM 54.0 build 17) we have noticed that adding accounts to our servers randomly can take up to 15 minutes. It tends to appear to stall on rebuilding the IP pool. After the extended wait time it has created the account properly - just takes forever. Looking at the log files i can see the individual steps in /usr/local/cpanel/logs/access_log which appear to show that virtually every step is taking at least 1-2 minutes. Any suggestions/recommendations would be great. Be aware that we are running Cloudlinux 6.7 X86 on VMware.

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  24x7server

  • February 26, 2016 05:02

  Hello :), Have you checked your cPanel error logs file? Please check it and let us know if you are getting any error in cPanel error logs file.

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  rohroh1974

  • February 26, 2016 05:29

  Hi, Yes, i have checked the error logs and am not seeing any errors (mind you i may be missing them as its fairly random). I can see the steps that are taken in the access_log that shows that each step is taking anything up to a minute or two to complete. It feels like a DNS related issue however all DNS servers are operational and under no load. DNS queries from command line return results instantly as expected. The strangest thing is that its affecting 2 of our servers but not the other 5 in that same cluster. There is no firewall blocks nothing that would indicate any issues. Am kind of hoping that someone may have come across the same thing and just point the finger in the right direction...

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  cPanelMichael

  • February 26, 2016 17:05

  Hello :) Is the server load or the disk I/O usage higher than normal during the account creation process? Do you notice any output to /var/log/messages or /var/log/dmesg when creating an account? Thank you.

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  rohroh1974

  • February 28, 2016 22:20

  When it does happen, we notice no increase in server load or I/O load - its all graphed in the Hypervisor and nothing shows up as out of the ordinary - We thought spike in network traffic etc however there is nothing that stands out as being an issue. /var/log/messages and /var/log/dmesg don't show anything. Its so random that i can't even lodge a ticket because there is no way to know when it will happen again. We created 3 accounts on Friday afternoon with no issues at all however Thursday afternoon - 1 account and it took 15 minutes. Sorry i can't provide any more to try and help with diagnosing this . I want to get it sorted however i am at the end of what i can find and was hoping that someone may have had the same situation to prove it isn't just these 2 servers. Thanks

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  cPanelMichael

  • February 29, 2016 16:31

  Could you open a support ticket using the link in my signature so we can take a closer look? We may be able to investigate the logs and review your settings to determine the cause of the issue, or rule out the cPanel software as the culprit. Please post the ticket number here so we can update this thread with the outcome. Thank you.

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