cPanel/WHM error "Website Showing Suspended After Account Unsuspended" Fix
Symptoms:
When a cPanel account is unsuspended, the associated website continues to display the "Account Suspended" message or redirect to `/cgi-sys/suspendedpage.cgi`.
Description:
This issue can arise from several causes, including:
1. Apache Restart Issues: Apache may not restart correctly during the unsuspension process.
2. Interruption in the Unsuspension Process: The unsuspension process might be interrupted, leaving the account in an inconsistent state.
3. Cached Redirects: The browser or server might cache redirects or the suspended page URL, causing the suspended page to continue showing.
Step-by-Step Resolution:
1. Force Suspend and Unsuspend the Account:
Forcing the suspension and then unsuspension of the account can reset the state and ensure the unsuspension process completes correctly.
```
/scripts/suspendacct $user --force
/scripts/unsuspendacct $user
```
2. Restart Apache:
Restarting Apache can ensure all services are running correctly and clear any residual suspended states.
```
/scripts/restartsrv_apache --stop
/scripts/restartsrv_apache --start
```
3. Clear Website Cache:
Clearing the website cache is crucial to ensure that no cached suspended pages are being served. This includes:
- Website Cache: If your website uses caching plugins or services, clear these caches.
- Browser Cache: Access the website in private browsing mode or clear your browser cache to avoid cached redirects.
Steps to Clear Cache:
- For WordPress, go to the plugin settings and clear all caches.
- Use browser settings to clear cache or use private/incognito mode to bypass the cache.
4. Verify the Website's Base URL:
Make sure the website’s base URL is correctly set and updated in any configuration files and the database. This ensures that there are no incorrect redirects or configurations causing the suspended page to appear.
5. Check for DNS Propagation:
Ensure that any recent DNS changes have fully propagated. Sometimes, the "Account Suspended" page might appear if the DNS changes are not fully updated across all servers.
Advanced Steps:
If the basic steps do not resolve the issue, proceed with more advanced troubleshooting:
1. Create a Backup of the cPanel Account:
Creating a backup ensures that you have a restore point in case any data is lost during troubleshooting.
```
/scripts/pkgacct cpanelusername
```
2. Terminate and Restore the Account:
This process involves terminating the problematic account and restoring it from the backup. This can help clear any persistent configurations or states causing the issue.
- Terminate the Account:
Terminate the account using WHM or the following command:
```
/scripts/removeacct cpanelusername
``` - Restart Apache:
After terminating the account, restart Apache to ensure all configurations are cleared.
```
/scripts/restartsrv_apache --stop
/scripts/restartsrv_apache --start
``` - Restore the Account:
Restore the account from the backup file created earlier.
```
/scripts/restorepkg cpanelbackupfile
```
3. Complete Service Restart:
Ensure all services are restarted to apply all changes and clear any residual configurations.
```
/scripts/restartsrv_apache
```
Summarized:
By following these steps, you address both common and advanced causes for a website showing as suspended after the account has been unsuspended. This comprehensive approach ensures that issues with Apache restarts, caching, DNS propagation, and account configurations are resolved, allowing the website to function correctly without showing the suspended message.
If you encounter any issues, please open a support ticket or a LiveChat session using the icon located at the bottom right of the screen.