Installation Guide - Troubleshoot Your Installation


Overview

This documentation describes additional steps to use if you install cPanel & WHM with this guide, but still experience problems.

Important:

Security issues

Problem

When you log in, you may see the message: There is a problem with this website's security certificate.

Explanation

All new cPanel & WHM servers install a self-signed certificate. Most modern browsers no longer recognize self-signed certificates as secure and will display a warning.

Solution

To resolve this issue, replace the server’s self-signed certificate with a certificate that you purchase from WHM’s Purchase and Install an SSL Certificate interface (WHM >> Home >> SSL/TLS >> Purchase and Install an SSL Certificate).

If your hosting provider allows it, your server will attempt to install a free hostname certificate from cPanel, L.L.C. during the installation process. For more information, read the Free cPanel-signed certificate section of the Purchase and Install an SSL Certificate documentation.

License errors

Problem

You see license errors during or after the installation process (for example, a License File Expired message).

Explanation
  • Your license may be expired or improperly configured.
  • Your system may not connect properly to the cPanel, L.L.C. license servers.
  • Your server may use an invalid hostname.
  • Your server may use an incorrect date and time.
Solution

To troubleshoot this issue, perform the steps in our How to Fix License File Errors documentation.

Perl installation errors

Problem

You see the following error message during the installation process:

Fatal! Perl must be installed before proceeding!
Explanation

Perl must exist on your server before the installation script for cPanel & WHM can run successfully. If Perl does not exist during installation, the cPanel & WHM installer attempts to install Perl as follows:

  • For Almalinux, CentOS, and CloudLinux systems, via the yum -y install perl command.

  • For Ubuntu® systems, via the apt -y install perl-base command.

    Warning:

    cPanel & WHM version 98 for Ubuntu 20.04 LTS is experimental software and we do not recommend using it in production environments.

If the installation does not succeed, the system displays this error message.

  • We strongly recommend that you allow your operating system’s distribution to control the system Perl installation. Do not customize this Perl installation.

  • For more information about Perl on your server, and which versions of Perl ship with specific operating systems, read our Guide to Perl in cPanel & WHM documentation. cPanel & WHM servers use multiple Perl environments.

Solution
  • On Almalinux, CentOS, or CloudLinux servers, make certain that yum functions properly. To attempt to install Perl again on any of these operating systems, run the following command:

    yum install perl

  • On Ubuntu servers, make sure that apt functions properly. To attempt to install Perl again on the Ubuntu operating system, run the following command:

    apt -y install perl-base

High CPU load on Hyper-V

Problem

The server reports a high CPU load, and Hyper-V’s Dynamic Memory option is enabled.

Explanation

This problem is due to an issue with sleep interruptibility in Hyper-V.

Solution

For more information and a patch to fix the issue, visit the LKML website.

Package installation failures

Problem

One or more RPMs or .deb packages fail during installation.

Explanation

There are several reasons why your operating system’s package installations may fail.

Solution

For steps to fix this issue with RPMs, read our RPM Installation Failures documentation.

We currently do not have documentation for how to fix .deb package installation failures when installing cPanel & WHM in Ubuntu. We plan on supporting all of the official production release kernels for Ubuntu 20.04 LTS in a future release.

Warning:

cPanel & WHM version 98 for Ubuntu 20.04 LTS is experimental software and we do not recommend using it in production environments.

DNS problems

Problem

You experience problems that relate to DNS.

Explanation
  • You may need to set up resolvers. Resolvers allow your server to communicate with DNS servers to find IPv4 or IPv6 addresses that correspond to domain names.

  • One or more directories or partitions may be improperly configured.

Solution

To check your server’s resolvers, run the following command, where example.com represents a domain on your server:

host example.com

If this command did not return results, the /etc/resolv.conf file does not contain resolvers. Use WHM’s Resolver Configuration interface (Home >> Networking Setup >> Resolver Configuration) to add resolvers to your server.

To determine whether your server can communicate with a resolver, perform the following steps:

  1. Use SSH to log in to your server via the command line.

  2. Run the following commands to check communication via IPv4 and IPv6:

1
2
ping 8.8.8.8
ping6 2001:4860:4860::8888
  1. If these commands fail, make certain that you used the correct IP addresses. Then, run the following commands to find the problem:
1
2
traceroute 8.8.8.8
traceroute6 2001:4860:4860::8888
Note:
  • Replace 8.8.8.8 with the desired resolver’s IPv4 address.
  • Replace 2001:4860:4860::8888 with the desired resolver’s IPv6 address.
  • Due to networking requirements, you cannot run an IPv6-only cPanel & WHM server. You must have at least one IPv4 address.

Hostname issues

Problem

A cloud-hosted server does not retain the hostname setting.

Explanation

The dhclient script that the cloud hosting provider uses may interfere with cPanel & WHM’s hostname configuration script.

Solution

For steps to fix this issue, read our Cloud-Hosted Hostname Solution documentation.

Installation issues with ESET

Problem

Some servers reported installation issues with ESET® File Security,

Explanation

This problem was due to conflicts between ESET and cPanel & WHM in version 88 and earlier.

Solution

ESET authors resolved these issues with cPanel & WHM version 90. However, ESET is a third-party product and do not provide support for third-party products.