Does anybody knows how cpanel support are suppose to work?

I got a dedicated server with cpanel/whm installed. This is a managed server. Though the service has been good, i have had a few issues with cpanel bugs.

My provider told me that a ticket was opened with cpanel support. How much time does the support staff at cpanel need to check a ticket?

I know they would need some time to fix the problem, but since i have reported this issue and the ticket was opened i havent noticed a log into the server from cpanel.

The last issued that i have with them needed more than 15 days to be corrected. Cpanel support staff logged to my machine more than 10 days after the ticket was opened.

Now, is there a way i can contact someone at cpanel directly? Or should my provider do this because they bought the software directly from cpanel? I just want to make some pressure on them to fix this bug, because i cant use the server at all. And i dont feel like paying a monthly bill for a server i cant use because of simple cpanel bugs.

Any comments/experiences with this kind of issues?

What were the bugs which you encountered ?

I am not sure but they might have fixed the bug and all you need to do is to 'update' your server from the WHT panel.

WHM ;) To much WHT, eh :stickout:

I have contacted Cpanel support a few times using the ticket system via WHM. I ALWAYS received a reply from them within 1 business day. I'm not sure if they are available during weekends.

The first problem was a bug on Tomcat installation making httpd processes to grow a lot having to restart apache almost every day. The solution that they come out: Disabling Tomcat... ok, i can leave without JSP

The next one: WHM does not recognize my main domain. If i try to assign this domain to a new user i get an error that this domain already exists, though if i go to "list accounts" this domain is not there. My provider opened a ticket on this issue.

Can i, as a client open a ticket of mail someone at cpanel? or i must do this through my provider?

By the way, im running Cpanel 5.3.0-R68 RedHat 7.3

If your provider is 'managing' your server for you, they really shouldn't have to go to Cpanel to solve problems like that. They should know about Tomcat. They should also have exhausted all the normal means of figuring out why WHM wouldn't be listing a domain before bothering the Cpanel team with it.

Cpanel/WHM is simply a tool to make management easier. It's not a substitute for knowing how to manage a server though. Just my $.02 .

I don't see how the Tomcat installation has anything to do with Cpanel support in the first place. You can as a client contact Cpanel directly, though they do ask to try working it out with your licence provider first.

As lightning said your provider should know how to fix these, it sounds to me like they are pawning you off and trying to blame cpanel. As far as tomcat goes, it is a very resource intensive program, although I've never had it cause a problem to require apache to be restarted daily.

As far as the other issue, check your httpd.conf, proftpd.conf, localdomains, zone file and other config files for the existence of that domain, if it exists delete it, and cpanel should let you add an account just fine.

So in short these are things your provider should be able to fix... otherwise all we can say is find a new provider. The job of a distributor and/or partner noc with cpanel is to provide support for the licenses they sell, that’s the general idea behind having partner nocs and distributors.

I know my provider tried to solve the problem and after that they go with cpanel support.

During this days i think my providers support has been good, im with Servint. So i dont know if this kind of issues should be addressed inmeately to Cpanel or are things that should be fixed my provider.

DanielP
Thanks, ill ask them if they have tried removing the domain instances from the files you stated above.

This is suppose to be a fully managed server, but i dont know which issues should be solved by my provider and which should be solved by cpanel staff. Or if they should be fixed by me :eek:

Regards!

CPanel is supposed to offer support with their licenses, but I constantly get my support tickets ignored, when they realize there is an actual problem. See my post here - http://webhostingtalk.com/showthread.php?s=&threadid=97528

- Matt

Originally posted by iago

By the way, im running Cpanel 5.3.0-R68 RedHat 7.3

I am not sure if it helps but have you tried 'Updating' your Cpanel/WHT. I have my system now and it is showing as Cpanel 5.3.0-R100 RedHat 7.3 . It definitely seems like quite a big jump in revision number so there probably are changes made between R68 and R100.

Under the Software tab, you could run the necessary Updates and under the Cpanel 5 tab, there is also the option to 'Upgrade to the Latest Version' .

Doing this might resolve your problem.

Incidentally, Tomcat is not part of the Cpanel installation and it should not in any way affect each other. But of course, like it was mentioned earlier, Tomcat is very resource hungry and that could bog down your system so be sure to have hardware which could handle that.

My replies from CPanel/DarkOrb are always fast - sometimes within minutes -- I am very happy with their services

Ok,.. maybe i was misjudging cpanel support...

I personally opened a ticket in the cpanel site and received a reply from Dave asking for login information. Now I'll just wait and see what happens.

By the way, the machine is a P4 2.4, 1G, 2x80G with RAID so i think it should handle tomcat. I dont have any site installed on the server. My provider told me it was a bug in some module loading tomcat so they disable the feature, apache is running fine now but without jsp support :(

But i keep asking myself, do i relly need jsp pages? Do clients would ask for it? So, maybe ill just turn that feature off :)

I will upgrade cpanel to the latest version, maybe that will help

Once again i want to apologize cpanel because of my thread title,... or, ... maybe i'll wait for the results first :cool: . Right now they replied quickly to my ticket, lets see what happens.

Regards!

Tomcat is just one of those things you don't want to mess with unless you REALLY know what you're doing with it. I'll freely admit that I don't know what I'm doing with Tomcat, so I won't run it. Same thing with Windows hosting. I'll leave it to the people that specialize in it. Again, my $.02. :)


Just for future reference, also, it's a good idea to upgrade to the newest version before you try and go for support at Cpanel. If you don't...guess the first thing they'll ask you to do...lol

Good luck :)

Iago,

Incidentally, listed on Cpanel.net website there is an installer for Tomcat available. I am not sure if these are optimized for the Cpanel based system but I am sure that they would not have placed it there if they have not tested it.

http://layer1.cpanel.net/

And if you have the time, go visit the Support Forum at Cpanel.net , I am sure that the issue of Tomcat would have been mentioned.

I am not sure if JSP would be something which your clients would ask for ? Personally, I just host my own sites on my server and if I can do anything about it, I intend to keep all static sites as just pure HTML as they load faster and has less stress on the server. It is my server, my sites and I have a whole lot to do it like I want it.

But if you are reselling then probably it depends on your clients. Do some research on whether JSP is a must. I am pretty sure that there are web hosts which does not support it and are doing pretty well.

Thanks, i allready searched cpanel forums, found a similar issue but nobody replied with a solution. The tomcat installation on my server should be the one provided by cpanel (layer1).

I found a lot of posts on cpanel about problems of this version of tomcat.

I did not want to meddle with tomcat with my server.

In your case, probably you could 'hold off' the tomcat installation if it is preventing you from launching your services. Launch them as it is so that at least you will be able to reap the benefit of your labor. And when Tomcat becomes stable then install it and offer it as a 'new free feature' or you could charge for it. It is up to you.

There is no point stopping everything just for this. Every day miss would mean loss opportunities.

Incidentally, Tomcat probably can be installed. Nocster is offering it as an option to their dedicated Cpanel hosting plan but there is a setup charge of $65. Site5.com is offering it to their dedicated clients running Cpanel as an option too.

So it can be done, probably just difficult and a lot of tuning up to do but it is not impossible. If there are people who have done it, it does mean that it would work somehow.