Troubleshooting and operations
Troubleshooting and Operations helps support teams investigate SHM incidents using an evidence-first workflow: identify the target, collect logs/status, apply the smallest safe fix, and verify the customer-facing result.
Where to find it: Documentation > Hosting Manager > Troubleshooting and operations.
Available to: Anyone reading the public documentation. The related SHM action still follows the role stated on its page.
What this page does
Troubleshooting and Operations helps support teams investigate SHM incidents using an evidence-first workflow: identify the target, collect logs/status, apply the smallest safe fix, and verify the customer-facing result.
Before you start
Examples use placeholder accounts, domains, addresses, and credentials. Replace them deliberately, and never paste passwords, API keys, tokens, or private keys into tickets or shared notes.
Why use it — and when not to
Use Troubleshooting and operations to understand or plan the supported workflow. Do not treat an example as authorization or as proof of the current state on a particular SHM server.
Where To Start
| Problem | What to check first | SHM pages to use | What to provide to support |
|---|---|---|---|
| Cannot sign in | Username, password, 2FA, account status, IP restrictions, recent security changes, and whether the user is using the correct role portal. | Security Settings, List Accounts, Audit, Server Logs. | Username, time of attempt, visible error, source IP if known, and whether 2FA was used. |
| Account cannot be opened | Account status, owner/reseller scope, package assignment, suspension state, and whether the account exists in List Accounts. | List Accounts, Account Dashboard, Account Details, Logs. | Account username, domain, owner/reseller, status, and last successful access time. |
| Website down or wrong content | DNS target, SSL state, web server status, document root, file changes, PHP version, application logs, and recent deploys. | DNS Manager, SSL Manager, File Manager, Web Manager, PHP Manager, Access Log, Error Log, Services. | Domain, exact URL, screenshot/error, recent changes, and relevant access/error log entries. |
| SSL certificate failed | DNS resolution, domain validation, AutoSSL status, certificate expiry, installed certificate coverage, and web-server rebuild result. | AutoSSL, SSL Manager, SSL Certificates, DNS Manager, Logs. | Domain, expected certificate names, expiry/error text, and validation status. |
| Email delivery issue | Mailbox existence, password/authentication, sender/recipient, delivery report, spam/filter rules, queue state, DNS records, and mail rate limits. | Email Accounts, Mail Delivery Reports, Mail Queue, DNS Manager, Logs. | Sender, recipient, time, message id if available, visible error, and delivery report row. |
| Database connection error | Database/user existence, password rotation, granted privileges, application config, process load, and service status. | MySQL Databases, PostgreSQL Databases, phpMyAdmin, pgAdmin, MySQL Processes, PgSQL Processes, Error Log. | Account, database name, database user, application error, time, and whether credentials changed. |
| High CPU/RAM/I/O usage | Current usage, historical trend, package limits, active processes, database processes, traffic spike, cron jobs, and application logs. | Resource Usage, Monitor, Disk Usage, Traffic Monitor, MySQL Processes, PgSQL Processes, Cron Jobs, Logs. | Account, time range, usage metric, process details, and whether traffic or cron changed. |
| Disk or inode limit reached | Quota, inode count, backup archives, mail storage, cache folders, logs, uploads, and package limit. | Disk Usage, File Manager, Backup, Email Accounts, List Accounts. | Account, current disk/inode values, largest directories if known, and package quota. |
| DNS record not working | Record type, name, value, TTL, Cloudflare/external DNS status, parent zone, and propagation expectation. | DNS Manager, Cloudflare DNS, SSL Manager for validation issues. | Domain, record name/type/value, expected result, and where the domain is delegated. |
| Backup or restore issue | Backup point existence, backup type, destination, retention policy, restore target, log result, and whether current data will be replaced. | Backup, Remote Backup, Restore Points, Backup Logs, File Manager, Databases. | Account, backup date/type, restore target, visible error, and whether customer approved restore. |
| API 401 or 403 | API user, API key, role, source IP allowlist, endpoint permission, target account ownership, and whether the endpoint is public customer API. | API, Security Settings, List Accounts, Audit, Logs. | Method/path, timestamp, sanitized request id/body, API user, source IP, and response JSON without secrets. |
| AI Assistant not responding | Feature availability, account permission, provider/model settings, usage limits, prompt size, channel status, and relevant logs. | AI Assistant, AI Mode and Assistant, Security Settings, Logs. | Account, prompt summary without secrets, time, visible error, and provider/model if shown. |
General Troubleshooting Workflow
- Identify the exact account, domain, service, user, database, mailbox, file, record, or API endpoint involved.
- Check status and logs before changing configuration.
- Use filters and time ranges that match the customer-reported incident time.
- Avoid broad service restarts, package changes, deletes, restores, or process kills until evidence supports the action.
- Apply the smallest safe fix from the correct SHM module.
- Verify the result from the customer-facing service and the relevant SHM page.
- Record the evidence, action taken, time, and outcome for support continuity.
Support escalation checklist
Include the page name, account username, domain, approximate time, role used, visible error message, sanitized request/response if API-related, and matching log/audit entries. Never include real passwords, API keys, tokens, private keys, or customer secrets.
Include the page name, account username, domain, approximate time, role used, visible error message, sanitized request/response if API-related, and matching log/audit entries. Never include real passwords, API keys, tokens, private keys, or customer secrets.
How to use it
- Identify whether the task is server-wide, reseller-scoped, or limited to one account.
- Open the page that owns the resource instead of using a nearby page with a similar name.
- Read the page-specific prerequisites and impact before changing anything.
- Verify the result in SHM and from the customer-facing service.
Result and next check
Reading this page changes nothing in SHM. Follow the linked workflow only after confirming the role, target, and expected impact.
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