How to Debug Client Account Issues in WHM
When a client reports an issue, use this systematic debugging workflow to diagnose and resolve it.
The Debugging Workflow
- Reproduce — Verify the issue yourself
- Identify — Determine the type (DNS, server, application, resource)
- Diagnose — Use WHM tools to find the root cause
- Fix — Apply the solution
- Verify — Confirm the issue is resolved
- Document — Record what happened and the fix
Step 1: Check Account Status
In Account Functions > List Accounts, verify the account is active, has the correct package, and resource limits are appropriate.
Step 2: Check Resource Usage
CloudLinux LVE Statistics (If Available)
Go to Plugins > CloudLinux LVE Manager and check for CPU faults, memory faults, entry process faults, and I/O faults. Resource faults mean the account needs optimization or a plan upgrade.
Step 3: Check Error Logs
Access logs via the client's cPanel under Metrics > Errors:
| Error | Cause | Fix |
|---|---|---|
| 500 Internal Server Error | PHP error, .htaccess, permissions | Check error_log, fix .htaccess, correct permissions |
| 403 Forbidden | Permission denied | Fix permissions (644 files, 755 directories) |
| 404 Not Found | Missing file | Check URL and file paths |
| 503 Service Unavailable | Server overloaded | Check resources, restart application |
| 508 Resource Limit Reached | CloudLinux limits | Optimize or upgrade |
Step 4: Check DNS
In WHM > DNS Functions > Edit DNS Zone, verify A records point to the correct IP, MX records are correct for email, and NS records match your nameservers.
Step 5: Check Email Issues
- Verify MX records
- Check email routing in cPanel
- Check disk quota
- Check mail queue in WHM
- Check for IP blacklisting
Step 6: Check PHP Settings
In client's cPanel > Software > Select PHP Version:
- Verify PHP version compatibility (WordPress needs 7.4+)
- Check required extensions (mysqli, curl, mbstring)
- Adjust
memory_limit(256M recommended),max_execution_time,upload_max_filesize
Step 7: Check File Permissions
Correct permissions: files 644, directories 755, config files 640 or 600. Fix via cPanel File Manager > right-click > Change Permissions.
Escalation Checklist
When contacting {{COMPANY_NAME}} support, provide:
- Client's domain and cPanel username
- Issue description and start time
- Steps already tried
- Relevant error log entries
- Screenshots if applicable
Related Articles
Need help? Contact our support team at {{SUPPORT_URL}}/client/support.