Info
Content

Direct Admin Troubleshooting

Website is down/website is suspended

Update your nameservers to:

  • ns3.archhosting.net
  • ns4.archhosting.net

and then allow some time for DNS propagation (can take a few hours).

We have a guide here for how to update your nameservers for domains registered with us.

Account Login

There is currently no support for logging into Direct Admin directly via the billing portal. Therefore, at this time you'll need to login with your hosting account username and password.

This is the same username and password pair that you used on your cPanel account. We've temporarily enabled password resets directly from the control panel  login page in case you need to reset it. Please note this will go to whatever email was associated with your cPanel account, which may not be your current/most up to date email that we have saved in our billing system.

As a reminder, the Direct Admin control panel login URL is https://us-west08.archhosting.net:2222

If you're unsure of your username, you should refer to your welcome email. If you don't have that, it's typically the first 8 letters of your primary domain. For example, an account with domain "example.com" would have a username of "examplec". Lastly, you can always contact us for a username reminder.

General Advice

  • Want an icon grid layout similar to cPanel? Login to your control panel, click "Hello, yourname", click "Skin Options", change "Layout" to "Icons Grid"
  • You can login to PhpMyAdmin with the username + password of any MySQL user you've created. You can login to Roundcube with the username + password of any email account you've created. Roundcube (Webmail) is available at https://us-west08.archhosting.net/roundcube 

Addon Domains redirecting to primary domain

Remove the addon domain and then re-add it. Please take care to uncheck the "delete web data" option when deleting the domain, or you will permanently lose that domain's files.

SSL is not working

Please re-run the signing process via your control panel.

Visit SSL Certificates -> Free from Let's Encrypt -> Save

Be sure to select the domain that you want to sign from the dropdown box in the very top right corner of your control panel before starting the signing process. Repeat these steps for each domain you'd like to sign.

WordPress Site 404 Errors

It's possible your .htaccess file could've been damaged during the migration. You should create a new one in the same folder as your WordPress installation and ensure this snippet of code is in it:

RewriteEngine On
RewriteBase /
RewriteRule ^index\.php$ - [L]
RewriteCond %{REQUEST_FILENAME} !-f
RewriteCond %{REQUEST_FILENAME} !-d
RewriteRule . /index.php [L]

To-Be-Enabled Functionality

The following features will be re-enabled coming days:

  • Nightly Backups
  • Dedicated IPs
  • Previous account upgrades (Black Friday, etc.)

Enable SSH & Change Primary Domain functionality does not work in billing portal. We are still investigating if we can provide SSH support, however please create a ticket if you need to change your primary domain.

403 Error (Wordfence is installed)

Please modify your .user.ini and .htaccess files and remove the Wordfence related lines. These are hardcoded file paths, which have changed during the migration. If you're unsure how to do this, you can backup and then delete these two files and then recreate your .htaccess file with just the contents from the above "404 errors" section.

"This website has been setup!"

Access your file manager and remove the "index.html" file, that's likely loading before your index.php file and incorrectly displaying this error.

PHP Website 403 Errors

If your entire website is giving a 403 error, it could be due to cPanel code in the .htaccess that doesn't work with Direct Admin. To fix this, open your .htaccess file and delete the code that looks like this:

# php -- BEGIN cPanel-generated handler, do not edit
# Set the “ea-php71” package as the default “PHP” programming language.
<IfModule mime_module>
  AddHandler application/x-httpd-ea-php71___lsphp .php .php7 .phtml
</IfModule>
# php -- END cPanel-generated handler, do not edit

Email Client isn't working

First, if you need to urgently check your email you can use the webmail at https://us-west08.archhosting.net/roundcube (this assumes your nameservers were updated so that mail is routed to the new server)

Now, to solve the email client you should check to ensure that you have the server hostname set to us-west08.archhosting.net. If it was set to mail.yourdomain.com it may still work, but if it was set to your old server hostname (e.g. us-west05.archhosting.net) then it will NOT work. For best results, we recommend updating your mail client to use us-west08.archhosting.net as the connecting server name.

Undelivered Mail Returned to Sender (550 authentication required)

If you get this error in a bounceback when attempting to send mail to your domain, please login to your control panel and go to "MX Records" page. Then, click the checkbox for "Use this server to handle my e-mails". This should make it where you can receive mails normally.

 

Back to top