Troubleshooting
The common failure modes across server registration, provisioning, the client area, the Imunify reporter and licensing — with the fix for each. When a customer action fails, they see a generic message; the server’s real answer is a clientarea.action_failed audit entry — in ImpulseCpanel → Diagnostics → Activity while it’s among the latest 100, and in ImpulseCore’s audit log for the module (linked from Diagnostics → Help) after that.
1. Server registration & connection
Section titled “1. Server registration & connection”| Symptom | Likely cause / fix |
|---|---|
| Test connection fails | The token is wrong or revoked, the WHM API user doesn’t own it, WHMCS can’t reach the WHM port (2087 unless you changed it), or the TLS mode doesn’t match the certificate — for a self-signed certificate, switch to Skip verification (self-signed). The result shows WHM’s reason. |
| Account actions fail with a WHM permission error | The token has fewer privileges than ImpulseCpanel needs. Generate one with full access (All Features) and enter it on the server. |
| A server gets no new accounts | It takes accounts only while its last health check passed: a new server needs a passing Test connection (or 15-minute check) first, and a server whose last check failed waits for one to pass again — its page says which. It also takes none while it’s inactive, full, outside the plan’s eligible servers, or in another region. |
| Saving a server is refused: the WHM API user can’t contain spaces or a colon | Enter the user name alone, such as root. |
| Every action on the admin page is refused with “This page needs ImpulseCore 1.61.19 or later” | ImpulseCore is older than the module needs. Update ImpulseCore. |
| Can’t add a server or a plan | A development (ICPNLDEV-) key allows 2 servers and 3 plans, added or imported — Import packages imports up to the limit and reports what it skipped. Use an ICPNL- key. |
| Forget server is blocked | Accounts are still on the server, including any in their termination grace. Terminate them and let the purge finish, or move them, first. |
curl -s -H "Authorization: whm root:<token>" \ "https://<whm-host>:2087/json-api/version?api.version=1"2. Provisioning
Section titled “2. Provisioning”| Symptom | Likely cause / fix |
|---|---|
| Create fails with no capacity or no capacity in region … | No server the plan may use is active, passed its last health check and is below its capacity — in the order’s region, when it names one. Check the servers’ health (a server nobody has tested yet takes no accounts), their Capacity, and the plan’s Eligible servers. |
| Create, Retry Provision or Change Package fails with no hosting plan: … | The product has no Hosting Plan selected in its Module Settings (and no configurable option named Plan). There is no default plan: select one. |
| Create or Retry Provision fails with hosting plan … not found: … | The product’s Hosting Plan names a plan that doesn’t exist on Plans & Products — for example the placeholder starter, saved when the product was set up before any plan existed. Add the plan, or pick another for the product. |
| Create fails with plan … has no cPanel package mapped | The plan has no WHM package name. Edit the plan on Plans & Products. Change Package reports the same when the product’s plan doesn’t exist. |
| Create fails with account create failed: … | WHM refused createacct — the text after the colon is WHM’s reason. The usual causes are a package name that doesn’t exist on that server (names must match exactly) or a username or domain already in use there. |
| Create fails with ImpulseCpanel license key required | No valid license. Enter an ICPNL- key under ImpulseCore → Modules & Licensing → Licenses. |
| Create or a link fails because development licenses are capped | An ICPNLDEV- key brings at most 3 hosting accounts under management — created or linked — counting accounts still in their termination grace. |
| A failed service stays pending, its Last error reading not retried: … | The provision task couldn’t resolve the service’s order — the product has no Hosting Plan or names one that doesn’t exist, the product is gone, or the product offers a Region and the service has none — so it doesn’t retry it. Fix that and a later run retries it, or run Retry Provision (a manual retry without a Region places the account on any region’s eligible server). |
| An Active service has no cPanel account in the module, or you migrated an account in | Run Link Existing Account from the service’s Module Commands (searches every active server for the service’s domain), or Repair account relations on the Dashboard for all services at once. Both need a valid license, and both record the product’s Hosting Plan. |
| A service’s module fields show Hosting plan none and a Last error linked without a hosting plan: … | It was linked while its product had no Hosting Plan, or one that doesn’t exist, so it’s on no plan and gets every plan flag. Select the product’s Hosting Plan, then run Change Package from its Module Commands; that applies the plan’s WHM package and clears the error. |
3. The client area
Section titled “3. The client area”| Symptom | Likely cause / fix |
|---|---|
| A tab or a tool is missing | Each feature needs both a valid license and the plan’s flag (see Plans & WHMCS products). The Files tab and the app installer also need their Settings → Native Features switch, which is off by default. |
| A customer sees “… is not included in your plan” | The plan’s flag for that feature is off — or the license isn’t valid, which turns every flagged feature off. Check Diagnostics → License too. |
| A customer can see the service but not change it | Changes and the control-panel sign-in need the service’s owner or a WHMCS user with View & Modify Product Passwords. |
| Installed applications can’t be listed on the Apps tab | The plan needs App installer and Broad app catalog must be on, with Softaculous installed on the server. With Verify certificate, the certificate for the server’s hostname must be valid on the cPanel port (2083); when it isn’t, the module logs a clientarea.apps_certificate_failed audit entry once a day per server, naming the host and port. The app-installer sign-in keeps working. |
| A sign-in tile lands on the wrong screen | The deep links use cPanel’s Jupiter theme, and a screen the plan doesn’t include opens the control panel’s home. |
| Usage figures look stale | usage_sync refreshes them hourly, paging through every active account for up to about 100 seconds a run; on a fleet too large for one run, the next run carries on where it stopped, so an account may wait more than an hour. Accounts on a server that doesn’t answer are skipped, and waiting on that server slows the whole run. Check ImpulseCore’s cron status too. |
| Generating a CSR is refused | The organization, state and city are all required. |
| The DNS tab doesn’t show a record | The tab edits the primary domain’s zone and shows its A, AAAA, CNAME, MX and TXT records only. Other records and zones are managed in the control panel. |
4. The Imunify reporter
Section titled “4. The Imunify reporter”| Symptom | Likely cause / fix |
|---|---|
| The install command fails (curl reports an HTTP error such as 410) | Each command works once, within 24 hours of being created. Create a new one from the server’s card on Operations → Malware. A 409 usually means your WHMCS System URL is no longer https://, or the server was forgotten; a command refused for either reason isn’t spent. |
| There’s no Enable reporter button | Your WHMCS System URL isn’t https://: the card’s callout says so. Set an https System URL, with a valid certificate, under System Settings → General Settings. |
| The card says the reporter is stale | No report for over 15 minutes. Check that /etc/cron.d/impulse-imunify-reporter is still on the server and that the server can reach your WHMCS System URL over HTTPS — the reporter verifies your WHMCS certificate, so a self-signed or expired one stops it. Reinstall with New install command if needed. |
| Imunify360 not detected on server | The reporter runs but finds no imunify360-agent. Install Imunify360 from WHM → cPanel → Manage Plugins. |
| A scan or firewall change hasn’t happened | It’s queued until the reporter’s next run, within about 5 minutes. Queuing needs an enabled reporter. |
5. Licensing
Section titled “5. Licensing”| Symptom | Likely cause / fix |
|---|---|
| License shows the wrong tier | Confirm the key is entered in ImpulseCore → Modules & Licensing → Licenses for impulsecpanel. ImpulseCpanel → Diagnostics → License shows the status and tier Core resolved; it’s read-only. |
| License shows Invalid | Each check sends your WHMCS install’s domain (the System URL host), server IP and install path. A moved install surfaces as Invalid — update its domain under Change domain on the license in the Impulse Software portal (for a new server IP, contact support), then click Re-check now under ImpulseCore → Modules & Licensing → Licenses. |
6. Questions your customers ask
Section titled “6. Questions your customers ask”| Question | Answer |
|---|---|
| “A feature isn’t there.” | It depends on their plan and on what you’ve turned on. Upgrade the plan, or turn on the flag. |
| “A developer needs FTP access.” | The FTP tab creates an FTP account with its own login, directory and quota; the customer can delete it afterwards. |
| “An action failed with a generic message.” | The real reason is the matching clientarea.action_failed audit entry (see the top of this page). |
| “Where are my backups?” | On the Backups tab: Generate full backup writes one to the account’s home directory. Downloading and restoring happen in the control panel, from the same tab. |
7. Still stuck?
Section titled “7. Still stuck?”Collect the audit entries for the failing action from Diagnostics → Activity or ImpulseCore’s audit log (secrets are masked) and the cPanel & WHM version shown on the server’s card, then contact Impulse Software support at support.impulsesoftware.com or [email protected]. Include the server’s TLS mode and whether the Native Features are on.