Ideas on Why Server Can't Be Accessed

I have a reseller account - their product is great, their tech support blows. I’ve posted this question to them, I’m sure I’ll get an answer that is less than helpful from them, so I thought I’d post it here to see if I can send them any ideas.

I have several sub accounts who have complained that they…

  • get kicked out of their cPanel
  • can login/logout, but then not login again
  • Have blank screens when trying to view webmail (via Horde OR RoundCube)
  • Cannot view their site OR cPanel at all

This has happened several times over the past week. What has changed over the past week is that I’ve upgraded hosting plans, nothing more. Linux hosting, dedicated IP.

I have about 100 accounts, only these ones are having problems that I am aware of.

Does anyone have any idea what may be causing these types of issues?

Thanks!

Technical support for a reselling account -is- a critical part of the product, so I’d be hesitant to describe their product as great in your circumstances.

If you’ve upgraded recently, and have changed IP, then the customers having problems may be experiencing these faults due to slow DNS refresh, which might be down to their ISP. Whenever I have customers with faults I can’t reproduce I gather as much data as possible about their configuration e.g using a site like Support Details | Tech Support Management to gather data.

Hi,

Sounds like some kind of automatic firewalling of their IPs, be it basic brute force detection or full blown intrusion detection and prevention. I’d be asking them if they are running BFD or OSSec.

Thanks,

If you try to use proxy and can access there - that will mean that your ISP has blocked your web hosts IPs and that means that your web host should get in touch with your ISP and try to solve the problem.

That’s incredibly unlikely, I’ve only ever known that happen once in 11 years. Also it’s happening with several accounts on an intermittent basis - which points to some sort of automated blocking system.

Looks like your host has some settings on server that might be kicking users out when a particular number of connections are exceeded on their server. You might want to speak to them regarding this as they are the ones who can provide you the cause to this