wolstech

Yep, just a single % is all that's needed in that field. Try giving that a shot.

Invite sent for the Ricky account (I know you had a Tommy account because that email has a backup available for a Tommy account...) Do you have the donation transaction IDs for the space/inactivity? Please create the account with the invite, then post the transactions and I'll add the space and inactivity back to it.

It's possible. Ricky also is more sensitive to resources than Tommy, mostly because there's fewer resources to go around. Tommy's hardware is from 2011/2012. Ricky's hardware is from 2005. Moving to Ricky from Tommy is a major step backwards from a performance standpoint. Our load limits are dynamic, and when the server is being beat on like Ricky is, the system has a lower tolerance for load before suspending you. If everyone else was idle (which of course is never the case), you could theoretically use the entire server without getting suspended. However, when there's 1000s of other sites trying to use those same resources, outliers who are overusing (compared to other users) are more likely to end up suspended.

Whatever that script is, it's using too many resources. Please fix or remove it. Unsuspended. It should start working again in a few minutes.

Pretty much was sohamb03 said...that account got lost in a server crash. You will need to download the backup and set up a new account.

Did you put an IP or a % sign? Put an % sign as the IP and test just to be sure it's not the server. If you have a % sign in there already and it still won't connect, let us know. Odds are though that if it's not permissions, it's probably due to overloading (MySQL seems to be down a lot on Ricky...I've been getting tons of database errors on my website and applications).

Change your name servers to NS1.heliohost.org and NS2.heliohost.org (you'll do this at your registrar, which appears to be godaddy), then add the domain to your account on the Aliases page in cPanel.

That's only half of what's needed to set it up. That's the registrar end, which you did correctly. On our end, you have to add the domain to your account so the server knows who it belongs to. (On your old account, I think you used it as your main domain, so you unknowingly did this step as part of signing up and it just worked). Byron did it for you already, but normally you would add the domain on the aliases or addon domain page in cpanel. The domain pcbsunbirdcondo.com is working now.

The archive lavieboo.tar.gz in your backup contains the files. You can open it using 7-zip on your PC. I can't check the donation where I am at the moment.

The account Fjmduran does not exist on Johnny. What's your new account's username?

What domain needs to be cleaned up?

The email has been resent to the address on file (which matched the one above). It should arrive from a gmail account with the subject "HelioHost Tommy Backup"

Done. You should now be able to log in and your website should start working within 2 hours.

Unarchiving...

As part of our resource management strategy, processes like PHP have a time limit after which the server kills them (this isn't PHP's max_execution_time, it's a server script that kills processes due to existing too long). If I had to guess, the PHP processes are starting but due to overloading are blocked on CPU/disk/RAM. As a result, they start and immediately idle, basically standing in line to get their resources...then run out of time and get killed by the script before they reach the front of the line and do their work. Their entire existence (starting, waiting, working, outputting, exiting) must take less than the time limit or they will die without finishing. Apache starts them, then sees them inexplicably go away and throws a 500 error.

That kill signal message is basically just cpanel timing out. The cPanel web server process (cpsrvd) launches other processes responsible for producing various pages and carrying out tasks. When those processes take too long to finish and return their result, they're killed and that error shows up. The page that shows various services is this: https://ricky.heliohost.org:2083/frontend/paper_lantern/home/status.html (clamd being failed is normal and can be ignored).

What was the account's username? I can manually email the backup to the address on file.

Those errors were a mysql crash on Ricky. I was getting database errors on my site too. The database server has since recovered.

It's called Alias Domains now. It was called parked domains from like 2005-2018 so we're used to that. If you search for "park" though it will bring up alias domains button though. And interestingly it's still called "Parked" on the WHM side as well. It's literally just that one user facing button/page that seems to have been renamed.

NS1 is nearly missing all domains at this point. It was rebuilt and brought online, but never synchronized with NS2 after we did so. Unsolved and escalated.

Users who were on Tommy will receive an erroneous inactive/suspended message when they log in. This can be disregarded, and is a result of an account database cleanup that occurred as part of the rebuild (we deleted all the Tommy accounts). BlueyEmperor has the details. Once we announce the server again, donors can ask for an invite, and free users will be able to sign up.

All users who were on Tommy will see an erroneous inactive/suspended message if they try to log in. You can disregard it. You're not suspended, you just need to sign up again once the server's fixed. Once we announce it, donors can just re-request an invite, others will need to sign up again for free. See Sohamb03's post for the details.

WordPress is infamous for this. The best solution for WordPress issues is not using WordPress. It's garbage software...bloated, terribly written, and full of security holes to boot. Just about every other CMS under the sun is less bloated, less resource hungry, and more secure. We usually recommend using Joomla. Unsuspended.

GMX has a known problem with our systems (they reject our emails entirely as spam, even if it's whitelisted by recipient). They're the only ones that tend to randomly do this, others either put it in Spam (Gmail), or deliver it (almost everyone else). Hopefully Luigi's manual email went through, because I do know that many/most of HelioHost's system emails don't.

The domain shaverda.com has been cleaned up. Please try again now.