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Unable to login to cPanel web hosting control panel or SSH - Technicolor TG582n

Alk
Dabbler
Posts: 13
Thanks: 7
Registered: ‎04-08-2012

Unable to login to cPanel web hosting control panel or SSH - Technicolor TG582n

Hi,
I have switched to Plusnet today and I am using the Plusnet provided Technicolor TG582n router.
I run websites, and I am unable to login to my web hosting control panel (cPanel) or use SSH to connect to the web server.
In order to login to my cPanel control panel, I load up my web browser and type in the URL to the control panel, which connects to a specific port on the web server. When I try to load the cPanel website login page, the browser either times out, and doesn’t load at all, or it loads the page very very slowly, and then when I try to login, cPanel either errors stating that there is a network connection issue or that the login has timed out. I have tried telnetting to the specific port; it usually times out and only occasionally gets a connection.
In order to use SSH, I load up putty and connect to my web server on port 52583 (it’s been changed from the standard port 22). When trying to connect, this just times out.
The URLs to the cPanel control panel login page look like this:
https://mywebsite.com:2083
http://mywebsite.com:2082
Here are working examples, to use for testing, from the cPanel demo (http://cpanel.net/demo/):
http://x3demob.cpx3demo.com:2082/login/?user=x3demob&pass=x3demob
Unfortunately they do not have an https version available to test with, however; they do have a demo login URL that can be used if a firewall is blocking access:
http://cpanel.demo.cpanel.net/login/?user=x3demob&pass=x3demob
Naturally, the above URL (that does not use port 2082) works OK for me.
I know that the problem must be with the Technicolor router, as this all worked OK with my old router and ISP. cPanel control panel is the industry leading web hosting control panel, and I am certain that I am not the only Plusnet customer with a website that uses cPanel. I am aware that the Technicolor routers are relatively new to Plusnet, so I presume that the Technicolor router firewall behaves differently to previously supplied routers, hence why I have come up against this issue. What I don’t understand is why the Technicolor router is blocking these connections when I am initiating the connection internally from my PC outside to the web – surely it should allow this type of connection.
I have spoken to Plusnet support, on the phone, and I was advised to post to these forums as an experienced Plusnet staff member, or fellow Plusnet customer, could respond with direction on resolving this issue.
Thank you very much for any help.
17 REPLIES
NeilByMouth
Grafter
Posts: 30
Registered: ‎03-08-2012

Re: Unable to login to cPanel web hosting control panel or SSH - Technicolor TG582n

have you tried dumping your browser cache (and maybe  cookies etc). I am not sure how this works these days but the SSH certificate gets paired to your browser I believe. Is it possible that you haven't completely closed all instances of your browser in between the change in isp and so have an old certificate?
If you have tonnes of useful stuff cached in your browser then use one you don't normally use to test before dumping data from your main browser. Or for say firefox look under options > advanced > encryption  > view certificates
Alk
Dabbler
Posts: 13
Thanks: 7
Registered: ‎04-08-2012

Re: Unable to login to cPanel web hosting control panel or SSH - Technicolor TG582n

Thanks for your reply.
The SSH fingerprint doesn't get paired with your browser with putty and I have already tried with a different browser, different web server and on my tablet. cPanel doesn't use cookies for it's sessions and as I mentioned earlier, I should be able to consistently telnet to these ports. Thanks for the suggestion though.
I don't know why this topic has been moved, as this issue is nothing to do with web hosting and is an issue with the router's firewall, so I hope that it still receives the attention from the correct members of staff.
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Unable to login to cPanel web hosting control panel or SSH - Technicolor TG582n

As I obviously misunderstood the problem I am moving it back again
Community Gaffer
Community Gaffer
Posts: 5,294
Thanks: 618
Fixes: 5
Registered: ‎04-04-2007

Re: Unable to login to cPanel web hosting control panel or SSH - Technicolor TG582n

I'll get Matt or Phil to have a look for you on Monday!  Hold tight!
Kelly Dorset
Broadband Service Manager
Superuser
Superuser
Posts: 9,919
Thanks: 1,264
Fixes: 71
Registered: ‎06-04-2007

Re: Unable to login to cPanel web hosting control panel or SSH - Technicolor TG582n

Sorry wasn't sure if this fails for you or not, but I'm using a TG585v8 and access to the http://x3demob... account works fine for me. No problems navigating to different pages.
My router configuration is standard apart from I've enabled pings; software is v8.2.7.8.
David
Alk
Dabbler
Posts: 13
Thanks: 7
Registered: ‎04-08-2012

Re: Unable to login to cPanel web hosting control panel or SSH - Technicolor TG582n

The http://x3demob.cpx3demo.com:2082/login/?user=x3demob&pass=x3demob page is a working example that does fail for me as it is using port 2082. I enabled pings on the off chance that it would help, but it hasn't unfortunately. Thanks for confirming that though, as it shows that the newer Technicolor router either has a different firewall config or my router is faulty in some way perhaps (which could explain why I occasionally get a connection that doesn't remain open).
Whilst I wait for Matt or Phil to take a look (thanks Kelly) it would be great to know if someone using a Technicolor TG582n can access the http://x3demob.cpx3demo.com:2082/login/?user=x3demob&pass=x3demob link?
dick:quote
Superuser
Superuser
Posts: 9,919
Thanks: 1,264
Fixes: 71
Registered: ‎06-04-2007

Re: Unable to login to cPanel web hosting control panel or SSH - Technicolor TG582n

What setting do you have for the Plusnet Firewall? Mine is set to off.
David
NeilByMouth
Grafter
Posts: 30
Registered: ‎03-08-2012

Re: Unable to login to cPanel web hosting control panel or SSH - Technicolor TG582n

is there any chance that you ever made any changes to hosts.allow on your web server if you had a static ip(or predictable range) from your old isp? I'm assuming you have root access rather than just cpanel access as you mentioned using putty.
Not saying this is likely the case just a thought
frank39
Grafter
Posts: 118
Registered: ‎19-03-2009

Re: Unable to login to cPanel web hosting control panel or SSH - Technicolor TG582n

Just came across this thread and, as I have a TG 582n router, would like to help: I can access this link OK using my tablet.  I'm not sure what to do when it opens, but it shows the cpanel front page.

Quote
Whilst I wait for Matt or Phil to take a look (thanks Kelly) it would be great to know if someone using a Technicolor TG582n can access the http://x3demob.cpx3demo.com:2082/login/?user=x3demob&pass=x3demob link?
Alk
Dabbler
Posts: 13
Thanks: 7
Registered: ‎04-08-2012

Re: Unable to login to cPanel web hosting control panel or SSH - Technicolor TG582n

Thank you - that is very helpful to know. Your post prompted me to try it again this morning and I find that it now works, as does my SSH connection! I've also noticed that a speedtest today now gives on average 35ms and ~14Mbps, compared to the 115ms and ~11Mbps result that I was getting throughout yesterday. When checking the stats on the router, I see that a new session has been made with Plusnet, so I can only assume that this rectified the problem.
I shall see if the issue resurfaces, but thanks to all for your help.  Smiley
Community Gaffer
Community Gaffer
Posts: 5,294
Thanks: 618
Fixes: 5
Registered: ‎04-04-2007

Re: Unable to login to cPanel web hosting control panel or SSH - Technicolor TG582n

Do you have your connection details from your previous session?  Could be good to check that it's not a gateway problem...
Kelly Dorset
Broadband Service Manager
Alk
Dabbler
Posts: 13
Thanks: 7
Registered: ‎04-08-2012

Re: Unable to login to cPanel web hosting control panel or SSH - Technicolor TG582n

What I noticed from the speedtest today was that the IP address had changed. I don't know how frequently it changes? When I checked the router earlier today, it showed that the connection to Plusnet had an uptime of 17hrs whereas the DSL connection was 23hrs (when I first switched over). Is there anything in particular that you would like to know? I do have my previous IP address to hand.
Community Gaffer
Community Gaffer
Posts: 5,294
Thanks: 618
Fixes: 5
Registered: ‎04-04-2007

Re: Unable to login to cPanel web hosting control panel or SSH - Technicolor TG582n

THe ip address you had when you couldn't see it means we should be able to see what gateway you were connected too and we can try a test or three.
Kelly Dorset
Broadband Service Manager
Alk
Dabbler
Posts: 13
Thanks: 7
Registered: ‎04-08-2012

Re: Unable to login to cPanel web hosting control panel or SSH - Technicolor TG582n

Sure, it was: 146.90.1.16