White Screen Whilst Accessing Webmail Portal

James Monk

• April 16, 2025 20:54

Helo,

I've created a custom cPanel theme which is essentially just a cloned version of the Jupiter theme with some CSS styles. This is called "phhosting".

The theme is displaying correctly when I view cPanel as one of my customers however when I go to access the webmail portal I get a white screen. Upon checking the error logs I can see the following message:

[2025-04-16 17:39:29 +0100] warn [cpanel] Failed to process template: '/var/cpanel/customizations/content_includes/cpanel_jupiter_cp_analytics.html.tt' - Error: The template theme jupiter does not match user theme phhosting

I'm sure this must be something simple that I've overlooked but I'm struggling to workout what exactly.

Any help/advice would be greatly appreciated.

Many thanks,

James

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  cPRex Jurassic Moderator

  • April 17, 2025 15:54

  Hey there!  It looks like there was also a ticket submitted about this issue and we found there were a large number of files missing from /usr/local/cpanel/base/webmail/themename that are present in /usr/local/cpanel/base/webmail/jupiter that would explain the issue, along with many problems with symbolic links as well. 

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  James Monk

  • April 22, 2025 23:34

  Thanks for the reply and clarification, that all makes sense.

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