cPanel

cPanel installation uses custom style for "paper_lantern" theme (this can be verified by looking in folder /var/cpanel/customizations/styled/ that will contain folders with style name). To solve this issue call this command: "/usr/local/cpanel/bin/sprite_generator --theme paper_lantern --style [style_name] --verbose" as root in server cPanel is installed ("[style_name]" in this command needs to be replaced with a name of a style folder you want to fix).

This error can occur due to one of the following reasons:

• Apache "mod_rewrite" module is not ON. To fix this issue make sure that Apache module mod_rewrite is turned on in website builder virtual host. If you use nginx server for website builder, make sure that all required rewrite rules are set in nginx configuration for website builder.
• Wrong website builder plugin is installed. If you have multiple Site.pro brands using different website builder domains, possibly you installed plugin from the brand where website builder domain differs from the one that you installed for website builder plugin. You need to re-install plugin on cPanel using plugin installation guide link from a correct brand.
• Builder domain has changed. If you changed website builder domain when website builder plugin was already installed on cPanel, this error can occur. Re-install website builder plugin to fix this problem so that cPanel gets new website builder domain from Site.pro license.
• Builder domain is locally resolved to incorrect IP. Possibly you have custom record specified in file "/etc/hosts" which points website builder domain to a different IP. As a result website builder plugin API call fails. Make sure that website builder domain on your cPanel server is resolved to a correct IP address.

If you get this message from cPanel regarding file "index.live.php" of website builder plugin, it means that you have outdated plugin currently installed that has version lower than 3.0.25.

Another important thing to note is that if you cannot see version number anywhere, it also means that the plugin is outdated and needs an update.

To resolve the issue just update the plugin by following our cPanel update instructions.

This problem usually happens on cPanel Jupiter theme, due to outdated website builder plugin. The plugin re-installation (update) by this instruction should fix the problem.

In order to remove the banner coming by default from website builder plugin installation, take the following steps:

• Log in to cPanel terminal as root;
• Remove the file on the server:
  /usr/local/cpanel/base/frontend/jupiter/dynamicui/dynamicui_group_sitebuilder_ext.conf

After that, reload the cPanel customer page, and the banner should disappear.

Method 1 (if error appears when opening website builder from WHMCS or WHM being logged in as admin):
Take the following steps to fix this issue:

• Login to cPanel server per SSH;
• Delete file /home/[user]/.spbldr_localStorage (this file is created by website builder plugin);
  Note: If you want to delete this file though cPanel file manager initially you may not see files starting with "." by default. To fix this, click "Settings" in top right corner of file manager page and check option "Show hidden files (dotfiles)".
• Delete FTP accounts of type "a1b2c3d4@domain.com" (they were created by website builder plugin);
• Open website builder from WHMCS (or WHM) again and publish website to check if the problem was solved.

Method 2 (if error appears when opening website builder from customer cPanel account being logged in with customer's username and password):

• Login to WHM;
• Find customer with problem on "List accounts" page;
• Change customer's password (you can set the same password as it was earlier);
• Open website builder from customer's cPanel account again and publish website to check if this solved the problem.

There can be few common reasons for this problem:

• (only for Cloud brand) The domain "site.pro" is not resolved to a correct IP address on your cPanel server. It must resolve to one of these IPs ("Site.pro website IPs").
  If it is not resolved to one of these IPs, add IP "3.123.96.42" for domain "site.pro" into the file "/etc/hosts" on your cPanel server.
• (only for On-Premises brand) Your website builder domain is not resolved to a correct IP address on your cPanel server. If it is so, add its IP address into the file "/etc/hosts" on server.
• Firewall on your server is blocking connections to site.pro server. If you are sure that your server does not block the connection, you may also check firewall on router if your server is behind NAT (for example, by contacting support of your server provider).

Website builder requires FTP passive mode enabled on your server to be able to publish websites. Please refer official documentation by cPanel to enable FTP passive mode on cPanel.

Also, please note, that cPanel may block connections coming from website builder due incompatibility issues. Try to enable "Broken Clients Compatibility" option in FTP configuration within WHM system. Please check if firewall doesn't block passive FTP ports when using together with SSL.

• Possibly you have an old version of plugin installed on cPanel server. It does not include functionality of automatic adding FTP accounts if needed for publication. Update the plugin by instruction. This should fix the problem.
• Problem occurs when site website builder cannot create FTP account when opening website builder from cPanel. To fix this problem you need to ensure that you have not exceeded limit of FTP accounts in your cPanel account. Delete unused FTP accounts. There may be old FTP accounts left that were created by website builder and not used anymore (they are of type "a1b2c3d4@yoursite.com"). As soon as you have space for at least one FTP account the website publication should work.
• Make sure that "FTP Manager" is enabled on WHM system for your customers. Without it, publication may not always work.