[Solved] please unsuspend my account

[dl5ark1]

HelioHost username: dl5ark 
heliohost server: tommy
heliohost main domain: dl5ark.heliohost.org
 

Hello support,

could you please unsuspend my account?

After my account has been unsuspended, I will check the load information in the dashboard and monitor the resource usage to make sure this does not happen again.

If possible, could you also let me know what caused the suspension?

Thank you very much for your help!
 

[KazVee]

Your account has been suspended for High server load: 10007.50 CPU.

I've unsuspended you now, please allow some time for the account to fully reinstate. 

I'll escalate this thread to the root admins who may be able to tell you more about what caused the CPU to increase so much. 

[wolstech]

Looks like you left your FTP sessions open. The load was from systemd, which usually happens when processes are running inside a user account for extended periods (FTP connections left open, overuse of cron, etc.). In your case, there are a bunch of FTP connections listed as other processes, including several that are marked idle, so that's the most likely cause.

[dl5ark1]

Hello support,

my account has been suspended again due to high server load. Could you please unsuspend it once more?

I would also appreciate it if you could help me identify the exact cause of the high CPU usage so I can prevent this from happening again.

Last time, I was told that the load was most likely caused by several FTP sessions that had been left open. I have been using my account in essentially the same way for many years, and this problem only started occurring recently, so I am trying to understand what has changed.

Could you please check whether the same issue occurred this time? If possible, I would appreciate any details you can provide about the processes or resource usage that triggered the suspension.

I also have a question regarding the FTP sessions: Recently, there have been quite frequent 502 Bad Gateway and 504 Gateway Timeout errors on the server. Is it possible that these errors could somehow result in FTP connections not being closed properly, leaving idle sessions behind that eventually contribute to the high load? I am not sure whether there could be any connection, but I wanted to ask since this issue is completely new despite my workflow remaining unchanged for years.

If there is anything I should change on my side, I will gladly do so. Any information that helps me identify and eliminate the root cause would be greatly appreciated.

Thank you very much for your help.

[Krydos]

99% of the CPU usage is from systemd which primarily comes from cron jobs and SFTP. If you missed the news post and the email from yesterday, we have a new server named Tommy2 that we're going to be moving everyone to. That should solve the 502 and 504 errors. Are you interested in moving over to the new server now or do you want to wait a bit?

[dl5ark1]

Hi Krydos,

yes, I'd like to move to Tommy2 now. Please go ahead with the migration at your earliest convenience.

Thank you!

[Krydos]

I've unsuspended your account and started you moving to Tommy2. Let us know if you notice an improvement in speed, and a reduction in 502 and 504 errors.

[dl5ark1]

Hi Krydos,

thank you for migrating my account to Tommy2.

The first thing I noticed is the following:

I can successfully log in via FTP using:

dl5ark@dl5ark.heliohost.org

However, I can no longer log in with these FTP accounts:

arcor@dl5ark.heliohost.org
webcam1@dl5ark.heliohost.org
MetOfficeWOW@dl5ark.heliohost.org

Were these additional FTP logins lost during the migration?

I also couldn't find any option in the HelioHost control panel to recreate these FTP accounts myself.

Could you please recreate them as they existed before? Also, could you let me know how I can set or reset their passwords afterwards?

Thank you very much for your help!

[dl5ark1]

Just a quick update:

I have now submitted new passwords for the three FTP accounts via the password reset page:

arcor@dl5ark.heliohost.org
webcam1@dl5ark.heliohost.org
MetOfficeWOW@dl5ark.heliohost.org

The page says that the new passwords have been securely stored, but an admin needs to manually assign them before they become active.

Could you please assign the new passwords to these three FTP accounts?

Thank you very much!

[wolstech]

Krydos will need to fix these. Very few users actually have extra FTP users, and I suspect they don't move across servers at all (or if they do, they break). If I remember right we removed the functionality for them in Plesk a while back of a security issue (Plesk didn't jail them properly), so when users do need them, they have to be created manually.

Unmarking as solved.

[Krydos]

6 hours ago, dl5ark1 said:

arcor@dl5ark.heliohost.org
webcam1@dl5ark.heliohost.org
MetOfficeWOW@dl5ark.heliohost.org

Are these FTP accounts supposed to be jailed to some subdirectory or have access to your whole account?

[dl5ark1]

I noticed that in the HelioHost control panel, under Account → Resources, it shows Additional FTP accounts: 3 used of Unlimited. Therefore, I assumed that the FTP accounts still existed and that only their passwords had been lost.

If that's not the case, here are the exact FTP account details. I changed the usernames when I recreated them back in January 2023:

Server: ftp.dl5ark.heliohost.org
Username: dl5ark_arcor
Path: Home directory → public_html → arcor

Server: ftp.dl5ark.heliohost.org
Username: dl5ark_webcam1
Path: Home directory → public_html → webcam1

Server: ftp.dl5ark.heliohost.org
Username: dl5ark_metofficewow
Path: Home directory → public_html → MetOfficeWOW

I hope this helps. Thank you again for your assistance!

[dl5ark1]

Just an update:

Surprisingly, two of the FTP accounts are now working:

dl5ark_webcam1
dl5ark_metofficewow

Only dl5ark_arcor is still not working.

When I try to log in with dl5ark_arcor, I get the following error:

Login as dl5ark_arcor...
Login failed (Login incorrect.)

Could you please check that account as well?

Thank you!

[dl5ark1]

Just another update:

I have now submitted a new password for dl5ark_arcor via the password reset page.

Perhaps it will be sufficient to simply assign this new password to the account.

Thank you again for your help!

[Krydos]

Alright, the additional FTP accounts have been recreated. Are you able to login to them all, and are they jailed to the correct directories?