All valid cPanel accounts moved to Orphan list

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TheBenjiManCan
Posts: 2
Joined: November 2nd, 2021, 4:19 pm

All valid cPanel accounts moved to Orphan list

Post by TheBenjiManCan »

Across multiple cPanel servers, all active cPanel accounts have moved into the Orphan list, there are now no backups being performed at all for ANY of the cPanel accounts (they are most definitely active cPanel accounts !)

How can we get the cPanel accounts Active on JetBackup again ?!?!? Can you move accounts from the Orphan list back to the Active list ?!?!?

Something is amiss (and wrong) for JetBackup to identify the accounts as Inactive and Orphan them.

Any suggestions ?
JetAppsRichard
Staff Member
Staff Member
Posts: 97
Joined: January 1st, 2021, 12:51 am

Re: All valid cPanel accounts moved to Orphan list

Post by JetAppsRichard »

Hello,

Thank you for reaching out through our forums and apologies for the issue you have experienced. JetBackup 5 automatically syncs the account status from the panel whenever the account is created/modified/deleted as well as syncs "Active" account data every 3 hours. When an account is removed, it is updated from "Active" to "Orphan" status in the JetBackup 5 Panel.

If you ever find that the JetBackup 5 Panel does not match the status of the account on the actual panel, you can trigger the JetBackup 5 Sync Accounts Task by restarting the jetbackup5 service:

Code: Select all

service jetbackup5d restart
There have been some cases where a server reboot can cause the issue that you reported of "All accounts becoming orphan". In this case, it is possible that the jetbackup5d service started before the cPanel service and was unable to use the cPanel API to fetch the account data when trying to sync accounts thus resulting in the accounts being listed as orphans. We do have an open internal issue for this behavior tagged as JB5-CP #72 and in the meantime can be resolved by restarting the jetbackup5d service using the command noted above. Please have a look and see if this was the case for your server.

I apologize for any inconvenience and please let us know if the above resolves the issue.
Best Regards,
Richard, JetApps Team
TheBenjiManCan
Posts: 2
Joined: November 2nd, 2021, 4:19 pm

Re: All valid cPanel accounts moved to Orphan list

Post by TheBenjiManCan »

:o so simple.

Also explains why a system reboot didn't resolve it for me either.

Yes, that has sorted it.
Thank you
JetAppsRichard
Staff Member
Staff Member
Posts: 97
Joined: January 1st, 2021, 12:51 am

Re: All valid cPanel accounts moved to Orphan list

Post by JetAppsRichard »

TheBenjiManCan wrote: November 3rd, 2021, 9:33 am :o so simple.

Also explains why a system reboot didn't resolve it for me either.

Yes, that has sorted it.
Thank you
I'm glad we were able to resolve this issue. As mentioned previously we are looking into ways to avoid this issue with future updates so please stay tuned to our Release Notes and Changelog for updates on when that fix will be available. :D
Best Regards,
Richard, JetApps Team
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