After adding a new additional Failover IP address from WHM "Add a new IP address" is the problem after restarting the server, the server is inaccessible and does not respond to ping (down)
Hello, I've encountered a problem that I can't resolve: I got a new OVHcloud server, AMD Epyc 7313 series - 16c/32t - 3GHz/3.7GHz, 128GB ECC 3200 MHz. I installed cPanel (AlmaLinux 9) from an OVHcloud template, and everything works fine. My problem is that I wanted to add a new IP address from the WHM "Add a new IP address." The problem is that after restarting the server, the server is inaccessible and doesn't respond to ping (down). I've tried reinstalling cPanel (AlmaLinux 9) several times from an OVHcloud template, and I've also tried with cPanel (AlmaLinux 8), with the same results. OVH tells me it's not a server issue, and they've checked OVH's cPanel support, and no obvious malfunctions have been identified. Thank you for your help, as OVH didn't want to replace my server, given that I'm on it for 24 months. Sincerely,
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Did you reboot the server before you added the new IP?
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Hello, I restarted the server before adding the new IP address, and everything worked. However, after adding the new IP address, it stopped working after the reboot. I've tried reinstalling cPanel several times, but the results are the same. Server inaccessible. Sincerely,
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I'm not sure we have enough information on our end to help troubleshoot this, but something must be happening to the server's networking configuration when that change happens that causes it go offline.
I would expect your hosting provider to help resolve this, but are you able to submit a ticket directly to our team so we can check things?
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Hello,
Since July 11, 2025, I opened a ticket with OVH, which hosts and also manages the cPanel license. They tell me everything is fine, but the problem persists. I can't submit a ticket directly to your cPanel team either, because OVH manages the license.
Sincerely,
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"They tell me everything is fine, but the problem persists." That sounds like a contradiction to me. I'd push back on them since the networking should be up to them to have working. If you can't access the server that you're paying for, you can't use it.
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La vérification côté support cPanel d'OVH, aucun dysfonctionnement évident n’a été identifié.
De leur côté, ils n’ont pas constaté d’erreurs spécifiques au niveau du serveur :
"[14:09:23 reseau root@95748756 ~]cPs# grep BOOT /var/log/messages
Jul 16 08:45:12 ns3231562 kernel: Command line: BOOT_IMAGE=(md/md2)/vmlinuz-5.14.0-570.25.1.el9_6.x86_64 root=UUID=7ee10a1b-5ac8-40ed-aff9-5e7cdb71c5a6 ro rd.auto nomodeset console=tty0 console=ttyS0,115200n8
Jul 16 08:45:12 ns3231562 kernel: Kernel command line: BOOT_IMAGE=(md/md2)/vmlinuz-5.14.0-570.25.1.el9_6.x86_64 root=UUID=7ee10a1b-5ac8-40ed-aff9-5e7cdb71c5a6 ro rd.auto nomodeset console=tty0 console=ttyS0,115200n8
Jul 16 08:45:12 ns3231562 kernel: Unknown kernel command line parameters "BOOT_IMAGE=(md/md2)/vmlinuz-5.14.0-570.25.1.el9_6.x86_64", will be passed to user space.
Jul 16 08:45:12 ns3231562 dracut-cmdline[518]: Using kernel command line parameters: BOOT_IMAGE=(md/md2)/vmlinuz-5.14.0-570.25.1.el9_6.x86_64 root=UUID=7ee10a1b-5ac8-40ed-aff9-5e7cdb71c5a6 ro rd.auto nomodeset console=tty0 console=ttyS0,115200n8
[14:10:14 reseau root@95748756 ~]cPs"0 -
Message after server restart:
The server is started (login prompt on screen) but inaccessible via the network (no ping).
And it's impossible to boot from the hard drive because the rest is inaccessible via the network (no ping). The only way to access the server is to boot into OVH's rescue mode or reinstall cPanel, as I've done nine times since July 9, 2025, without satisfactory results.
Thank you for your help, as I have a 24-month contract with OVH for this server (until July 9, 2027), and they are not considering replacing the server with another one because, according to them, the problem isn't theirs.
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The best thing to do might be the following:
-get the server in the working state. Record the network configuration while things are working.
-add the IP so the server breaks. Record the network configuration in the broken state, and then they can examine the differences.0 -
I last reinstalled the server on July 21, 2025, without adding any failover IP addresses. Everything works, and the server restarts properly and is accessible.
But as soon as I add failover IP addresses, the server is inaccessible.
So I left the server running without adding any failover IP addresses, hoping to find a solution from your technical support.
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Can you let me know exactly what you mean by "failover" IP address and how you're adding that, as well as how you plan to use it?
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I'm using the WHM panel: Home / IP Functions / Add a new IP address
I plan to use the IP addresses as dedicated IP addresses for some of my client accounts.
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Thanks for the clarification - there's no reason that work should be taking a system offline.
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I totally agree with you because I have 2 other servers with cPanel working very well with the same mode of operation with failover IP addresses that I installed and I do not have this problem.
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I saved the network configuration while everything was working.
Now I'll add the IP address to see the differences.
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You can go to OVH control panel, and there IPMK/KVM, then click Via your web Browser /KVM), after a while you can click Access the console (KVM).
Then you can restart the server in the OVH control panel, and you will see in the KVM console what is happening in the server.
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Hello everyone,
I managed to add additional failover IP addresses via the "Terminal" console. I'm telling you that it's a cPanel software issue when using "Add a new IP address" in WHM. This is where the server crashes when restarting the server.
Be careful if you want to add IP addresses from WHM to your server, as it may no longer be accessible upon restart.
Thank you to the cPanel team for taking the time to correct the software error.
Sincerely,
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