My customers are not billed. What’s the problem?

One possible reason can be that your customers have not reached their credit limit. Go to this plan’s edit wizard and see the value of this parameter. Customers will be charged authomatically when their negative balance reaches the credit limit.

When a user tries to create a new resource, it returns “Failed to add new resource over the hard credit”. Why??

This means Plan Credit Limit has been reached. User must have run out of money on his balance (if he pays by check), or his credit card failed to be charged (expired/was broken, etc.) In this case the user can still run his account (with recurent and extra usage payment acrued making up his negative balance), but creating new resources (both paid and free) is disabled.

We are having a double billing problem. If we manually charge an account, the system doubles it. Then if we credit it, it doubles the credit too.

Most likely two instances of your Admin Control Panel are running at the same time (either 2 instances of TomCat, but startup scripts were fixed in 2.08, or Tomcat and Apache Jserv). In the latter case, check your logs:

grep FINISH /tmp/hsphere.log*

If you see that two periods ended simultaniously, you are running two copies of your CP.
Alternatively, run the following command:

ps axuw | grep java

If you see both “DTomcat” and “org.apache.JServ” words in the line that appears, both are run by your system.
Next, stop the one you don’t need or, which is more preferable, stop both and start either Apache or Tomcat.

We are unable to sign up new accounts. We are receiving a “Generic Error”. What should we do to fix this problem?

You should restart the control panel. For the standard installation, it can be done with the following command: /hsphere/local/home/cpanel/tomcat/tomcat.sh start (stop)

My customers enabled Shared SSL for his domain and created 3rd Level Domain Alias, however when he goes to the page by https it fails to be displayed saying it “can’t find server”.

Make sure the Domain alias A DNS Record resource isn’t disabled for this plan, as it is essential for 3rd Level Domian Alias which in its turn is required to enable Shared SSL. DNS zone for this 3rd Level Domain Alias should contain two built-in records pointing to the IP address of the main domain.

My user is trying to install a certificate and key on the site and gets the following error: Invalid certificate format, file: server.key

To install your certificate and key on your site, you need to remove encryption and enter it in clear-text format. Encryption can be removed with the OpenSSL utility of Unix Shell on any Unix server where OpenSSL utilities pack is installed, for example on the Control Panel box.

1. Put you encrypted Private Key into a separate file and save it as server_old.key
2. In Unix Shell, execute the following command: openssl rsa -in server_old.key -out server.key
3. Enter the password when prompted.
4. A new file (server.key) will be generated. It will contain the Private Key in a plain text format.

I Just changed disk quota in one of our plans and our customers were not affected by this change.

If you want these changes to affect some of your existing users, you need to enter their control panels one by one, go to Web Options page and click Apply changes.

One of my customers shows disk quota Used 0 MB of 0 MB limit, but actually has about 5MB.

The disk space problem appears when a check-paying user tries to increase the disk space quota. Disk quota resource is changed on the add/remove basis. The old disk space quota is removed and the new disk space quota fails to be created but fails, because this would go beyond the credit limit. The solution is to increase this user’s credit limit and then restore the disk quota resource.