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Can't 'submit a support ticket

Comments

15 comments

  • cPRex Jurassic Moderator

    Hey there!  Just to confirm, you log into WHM and go to Create a Support Ticket and then nothing shows up in the interface?  Do you see anything in the main cPanel log at /usr/local/cpanel/logs/error_log when this happens?  That's the first place to look whenever there is something wrong with cPanel itself.

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  • circusplexus

    Yes. There are a lot error messages in there. What, specifically should I be looking for?

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  • cPRex Jurassic Moderator

    Honestly, I have no idea.  What you should do is run this:

    tail -f /usr/local/cpanel/logs/error_log

    while you click that link in WHM.  That will scroll the log in real-time so you can see specifically what is related to that action.

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  • circusplexus

    Here's an example that might seem relevant:

    [2024-04-29 00:50:43 -0700] warn [cpsrvd] User file '/var/cpanel/users/bob' is empty or non-existent.

    [2024-04-29 00:50:43 -0700] warn [cpsrvd] Failed to load cPanel user file for 'bob'

    I am 'bob'.

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  • cPRex Jurassic Moderator

    If you're logged into the WHM interface as a reseller that is likely the issue - you'll have to be the root user in order to submit a ticket.

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  • circusplexus

    I always log into WHM as root.

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  • cPRex Jurassic Moderator

    From the way you worded the previous post I assumed that /var/cpanel/users/bob was the user you were logged in as.

    Do you have a user on your server with that name?  If not, did you previous have a user with that name and maybe it wasn't properly removed?  It would seem odd to me that the "Create a Support Ticket" page would be complaining about userdata files though.

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  • circusplexus

    I don't think there was ever a user 'bob'. At least not on this server.

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  • cPRex Jurassic Moderator

    That's definitely not good, and possibly something we'll need to address through a ticket, but I'm still not certain that's the main issue here.  Is there anything else in the error log when you access that page?

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  • circusplexus

    I think I may have misunderstood the question. Did you mean on cPanel support or on the server? On the server there is a user bob. That's how I initially login to ssh. bob@servername.dodmain.tld. Then I su. Is this what you're referring to?

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  • cPRex Jurassic Moderator

    Correct - bob on your local server.

    When you tail the log you don't see *anything* else besides that user error?  If so, please email cs@cpanel.net so we can get you setup with a support ticket without using the form in WHM.

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  • circusplexus

    Sent.

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  • cPRex Jurassic Moderator

    Thanks so much - we'll work with you through that ticket once it's created on our end!  Could you post the number here once you get it?  It will start with 95.

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  • circusplexus

    Everything is working as expected, now. I'm not sure what the problem was when I tried earlier. Thanks.

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  • cPRex Jurassic Moderator

    It must have known you opened a ticket!

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