Can't 'submit a support ticket
When I try to submit a support ticket, I am asked to login to WHM. But when I do, the screen I get is blank. There is no option to submit anything.
I have seen other somewhat related tickets, but not with my specific issue.
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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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Yes. There are a lot error messages in there. What, specifically should I be looking for?
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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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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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I always log into WHM as root.
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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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I don't think there was ever a user 'bob'. At least not on this server.
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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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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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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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Sent.
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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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Everything is working as expected, now. I'm not sure what the problem was when I tried earlier. Thanks.
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It must have known you opened a ticket!
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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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