KazVee

This support request is being escalated to our root admins who can set this up for you. 🙂

The account was suspended a 2nd time very quickly after the 1st unsuspension so this support request is being escalated to our root admins for their review.

Your account was suspended for High Server Usage due to using 200.61 GB memory when the daily limit is 200 GB. I have unsuspended the account now, please give it a few moments to get back up and running. Please fix the issue quickly since if there are no code changes made, it's very likely the system will suspend your account again. We strongly recommend that you keep an eye your account load using the Dashboard.

The work being done on the server has concluded. 🙂 The error message screenshot you posted said "check logs for exact error details", and I've given you a link explaining how to check your account error logs. When you got the same error today, did you check your account error logs using the guidance I sent? Please post what you see in the account error logs, since there should be more details in there to help troubleshoot the issue. Thanks!

There was some work being done on the server last night. I'm not sure if it might have impacted your install attempt, but you can check the error logs in your account for more details on the issue: https://wiki.helionet.org/View_Error_Logs We recently tested AbanteCart software, you can find our benchmark report on the chart on the page below. Please be aware of its potential to cause high account load: https://wiki.helionet.org/Common_Software_Load

Your account was suspended for High Server Usage due to using 201.06 GB memory when the daily limit is 200 GB. I have unsuspended the account now, please give it a few moments to get back up and running. Please fix the issue quickly since if there are no code changes made, it's very likely the system will suspend your account again. If you're not sure how to reduce your account load, let us know more about what apps / programming language you're using and we can offer tips to try to keep the load down. For example, WordPress and Node are among the top reasons for accounts to be suspended. We strongly recommend that you keep an eye your account load using the Dashboard.

I've added that domain to your account for you. Please note that it may take up to 2 hours for the domain change to take effect. If after a full 2 hours it doesn't work on your side, please make sure you clear your web browser cache: https://wiki.helionet.org/Clear_Your_Cache

You're on the Tommy server, and that has a limit of 10 database connections at a time. When you say you're not able to connect from the DB manager, could you give a little more info please about what is happening when you try? Do you get an error message or does it just hang? As well, please let us know what type of database (MariaDB/MySQL or PostgreSQL) you're using. You might also get more details on the issue from your error logs inside Plesk. Here's a page explaining how to check the logs: https://wiki.helionet.org/View_Error_Logs If you see any db-related errors, please post them here. It'll help us try to help you resolve the issue. 🙂

Just to follow up on this part: In mid-April, the multi-account detection system began emailing users who were suspected of having multiple accounts, so that users who did not read the rules had a chance to do so, and resolve the issue to avoid suspension. Since you created your 2nd account back in March, your accounts were suspended before the automated email functionality went live. Please do let us know if you think of a way to make the first line of the Terms of Service stand out more so people will read it. On one hand, we have 60% of suspensions over the past year happening because users create more than 1 account, and then on the other hand we have users getting angry with staff because they have to try for a few days to create an account -- partly because of all the users who try to create more than 1 account.

Our signup page mentions "You may only have one account on Johnny or Tommy without prior written permission from an admin." And the Terms of Service, which users must read and agree to before creating an account, also mentions "Each person is allowed to have one account on Tommy or Johnny unless permitted in writing by an administrator of HelioHost." Since you created 2 accounts, you would have seen both these warnings twice, for a total of 4 times. If there is a way you think we can make the rule easier to read or more obvious so people actually read it, please let us know. You also mentioned you "have not received any specific information regarding the reason" for the suspension, which we will investigate further and advise on, since emails are generally sent to users who are suspected to be in violation of the Duplicate Account rule. In the meantime, I have unsuspended the account. It will take a few moments to reinstate so please make sure you read the Terms of Service as well as the Suspension Policy.

I've changed the main domain on your account for you. Please note that it may take up to 2 hours for the domain change to take effect. Since you're already pointed it at our nameservers, there's nothing more you need to do. If after a full 2 hours it doesn't work on your side, please make sure you clear your web browser cache: https://wiki.helionet.org/Clear_Your_Cache Since there is a risk of data loss when main domains are changed, I made a full account backup for you before I made the changes, in case you need any files from the old domain. You can download the backup here: https://heliohost.org/backup If you're not sure how to extract the backup files, please follow our how-to guide here: https://wiki.helionet.org/Account_Backups

You were suspended because our Multiple Account Detection system thinks you made duplicate accounts. The first line of our Terms of Service says that users are only allowed 1 account on Tommy or Johnny. Is this the account you wish to keep?

Please do not make multiple threads for the same question. Your account has not been incorrectly suspended, it was suspended for breaking the rules about High Server Usage Since you have created another thread here for the issue, updates will be provided there: https://helionet.org/index/topic/64331-suspended-lzban8/ HelioHost is run by volunteers who contribute their free time and creating duplicate requests for the same issue can result in unnecessary duplication of volunteer effort and delay responses to you, as well as to others who need help. Please review our 'Where do I ask for Help?' page, which explains: Wherever you prefer to ask for help, please ask your question in one place only. HelioHost is run by volunteers who contribute their free time, and some are more active on certain platforms than others. Posting the same question across multiple platforms (like Discord, the HelioNet Forum, or email) or creating duplicate requests on the same platform for the same issue can result in delays.

I've added that subdomain to your account for you. Please note that it may take up to 2 hours for the domain change to take effect, and it will not work until you set up your DNS with your domain registrar. To configure your DNS, please see the steps provided on our Wiki to either set NS records pointed at the HelioHost nameservers, or create A/AAAA records and point them to your server's IPv4/IPv6 address: https://wiki.helionet.org/Addon_Domains#Custom_Addon_Domains If after a full 2 hours it doesn't work on your side, please make sure you clear your web browser cache: https://wiki.helionet.org/Clear_Your_Cache The files for the subdomain need go inside the folder with the same name as he subdomain. Only the main domain will have a folder named httpdocs.

We looked into this further and found that the command `npm run start` was run: | sum(mem) | sum(cpu) | process | +----------+----------+-------------------------------------------------+ | 24064 | 0.00 | /usr/bin/hostnamectl --transient | | 1602836 | 2.30 | Passenger NodeApp: /home/gantelya111.helioho.st | | 36087868 | 0.90 | npm run start:bootstrap | | 45013376 | 1.60 | node --max-old-space-size=460 bootstrap-node.js | | 56514848 | 2.70 | npm run start | | 70923448 | 4.30 | node bootstrap-node.js | The `npm run start` command is not part of the Node guidance page I'd sent you after the 1st unsuspension, so it may be that you did not read the guide. The Node.js Wiki page offers steps to ensure that your Node apps run on Passenger, which is a service on Plesk that helps to reduce Node's memory usage. Running commands that never exit (like `npm run start`) use a LOT more memory. If you need to continue using this command, and so much memory, we'd recommend you upgrade your account to the Morty server. Please make sure to review the Moving Your Account page for more details on the process, and make sure to backup your account before any account move. Once you're ready to move your account, you can begin the automated process from the Dashboard page for account moves. In the meantime, your account has been unsuspended. If you decide to keep your account on the Tommy server, we would strongly recommend checking the Node guidance page linked above, and making sure your app uses Passenger. Please fix the issue quickly since without any code changes, another suspension is likely. Please also be aware of the Three-Strike Policy section of our Suspension Policy.