Base de Conhecimento

This guide covers the most common problems users encounter in cPanel and how to resolve them. It includes issues related to login access, file management, databases, email, DNS, PHP, and performance. Each section provides practical steps to diagnose and fix the problem quickly.

1. Login and Access Issues

Incorrect Password or Locked Account

• Reset your password using the hosting provider’s login page
• Ensure Caps Lock is off
• Try a different browser or private window

Two-Factor Authentication Not Working

• Check the time sync on your phone
• Generate a new QR code if needed
• Use backup codes if available

IP Blocked

• Too many failed logins can trigger security blocks
• Contact support to unblock your IP
• Use strong passwords to avoid repeated lockouts

2. File Manager Problems

File Manager Not Loading

• Clear browser cache
• Try a different browser
• Disable browser extensions temporarily

Cannot Upload Files

• File may exceed upload limits
• Increase limits in MultiPHP INI Editor
• Use FTP for large uploads

Permission Denied Errors

• File or folder permissions may be incorrect
• Set folders to 755 and files to 644
• Avoid setting anything to 777 for security reasons

3. Database and phpMyAdmin Issues

Cannot Connect to Database

• Check database username and password
• Ensure the user is assigned to the database
• Confirm the host is set to localhost

phpMyAdmin Not Loading

• Clear browser cache
• Try a different browser
• Check for firewall or antivirus interference

Database Corruption

• Use Repair Database in MySQL Databases
• Repair tables directly in phpMyAdmin
• Restore from a backup if needed

4. Email Problems

Email Not Sending or Receiving

• Check MX records in DNS
• Ensure the domain is pointing to the correct mail server
• Verify mailbox quota is not full

Emails Going to Spam

• Ensure SPF, DKIM, and DMARC are configured
• Check Email Deliverability for warnings
• Avoid sending bulk mail from shared hosting

Webmail Not Loading

• Try a different webmail client (Roundcube, Horde if available)
• Clear browser cache
• Check for firewall blocks

5. DNS and Domain Issues

Domain Not Loading

• DNS may not be pointing to your hosting nameservers
• Check A records for correct IP address
• Allow up to 24 hours for propagation

Subdomain Not Working

• Ensure the subdomain exists in cPanel
• Check for an A or CNAME record
• Confirm the document root folder exists

SSL Not Applying

• Run AutoSSL from SSL/TLS Status
• Ensure DNS is pointing to your server
• Wait for certificate issuance (usually a few minutes)

6. PHP and Website Errors

500 Internal Server Error

• PHP version may be incompatible
• Check .htaccess for incorrect rules
• Increase memory_limit in MultiPHP INI Editor

White Screen of Death

• Enable error display in your CMS
• Check for plugin or theme conflicts
• Increase PHP limits

Script Timeout

• Increase max_execution_time
• Optimise the script
• Use command-line tools if available

7. Performance and Resource Issues

High CPU or Memory Usage

• Disable heavy plugins or modules
• Optimise images and caching
• Check for bots or abusive traffic

Slow Website

• Enable caching in your CMS
• Use PHP-FPM if available
• Optimise databases using phpMyAdmin

Disk Space Full

• Delete old backups
• Clear email trash folders
• Remove unused logs or temporary files

8. Backup and Restore Problems

Backup Not Generating

• Not enough disk space
• Remove old backups and retry

Restore Fails

• File may be corrupted
• Use Backup Wizard for partial restores
• Import databases manually via phpMyAdmin

Full Backup Not Downloading

• Download via File Manager or FTP
• Ensure your browser allows large downloads

9. Security and Access Control Issues

Blocked by ModSecurity

• False positives can block legitimate actions
• Temporarily disable ModSecurity for the domain if needed
• Review logs to identify the rule causing the block

Unauthorized Login Attempts

• Enable Two-Factor Authentication
• Use strong passwords
• Block suspicious IPs using IP Blocker

Directory Access Problems

• Check Directory Privacy settings
• Ensure correct permissions on folders
• Review .htaccess for access rules

10. When to Contact Support

Contact your hosting provider if:

• You suspect a server-wide issue
• Your IP is blocked and cannot be unblocked manually
• Backups or restores repeatedly fail
• You cannot access cPanel at all
• You need logs or diagnostics not available in cPanel