reseller suspended with no reason

[Icheb]

I got a call this morning from an reseller who's account was suspended. But I did not recieve the usual 'let's inform the admin' e-mail.

Logged in, and checked it out, the account has no reason to have been suspended.
Granted, another account (used by our own company for shared hosting), is the one that should have been suspended but suspention has been disabled for that account.

I took a peek at all the DA logs, but couldn't find proof/reports why the accound should have been suspended, neighter did I find proof that the account was suspended.

Only logging in as admin and seeing the reseller as suspended and the sites being unavailable could prove it.

How could this have happend ?
How can I prevent this from occuring again ?

 

[jmstacey]

Running any billing software such as whoiscart or ModernBill?

 

[Icheb]

Running any billing software such as whoiscart or ModernBill?

Yeah, but it isn't linked with DA, running ClientExec, doens't even have a way to interface with DA.

It happend again today, this time I've made some screenshots.
You can take a look at them at the following location:
http://www.xs4all.nl/~sebsoft/da/
(Yeah, i'm using ISP space for this, due to the fact I don't want to have to type both names )

All cronjobs ran around the time the account was suspended were dataskq and mrtg...

I took a peek at all the DA logs, but couldn't find proof/reports why the accound should have been suspended, neighter did I find proof that the account was suspended.

Like reading everyline isn't something I would do... - It must be somewhere around here...

After searching for over half an hour in the dataskq logs, I found this:
2005:01:29-00:12:06: User alarsdesig has been suspended: bw used: 2174.5, bw limit: 2000
But as you can see on the screenshots, that's kinda not the way it is supposed to be.

So my question now becomes:
Why the **** does DA suspend a user that's a reseller where the user ran out of bw (without sending an e-mail to at least me, for suspending the reseller) but the reseller has more than enough ?!

This has almost cost me a customer today...

 

[jmstacey]

Smells kind of fishy to me. You might try disabling auto suspension for all effected accounts, and then modify the effected resellers plan, changin it a little so that the data file is overwritten. I don't see where it's getting the 2000 limit from.

You might also check the resellers data files in /usr/local/directadmin/data/
and look for any suspicious settings.
Best of all, might want to consider contacting DirectAdmin if this is some kind of bug or data corruption, such a synchronization issues between Da's data and the Operating System's. Does your operating system report the same limits as DA, such as quota limits?

 

[Icheb]

Smells kind of fishy to me. You might try disabling auto suspension for all effected accounts, and then modify the effected resellers plan, changin it a little so that the data file is overwritten. I don't see where it's getting the 2000 limit from.

First thing I did.
The 2000 limit comes from the user side of the reseller account, but while suspending the user side of the reseller DA doesn't notice the reseller self to have lots of resources that aren't allocated yet. So I think DA should re-allocate these resources instead of suspending the user side of the reseller.
So it's all due to the fact the domains of the reseller itself have used too much traffic.
After adapting that, I no longer had problems (ok, ok, I didn't activate suspention again).

You might also check the resellers data files in /usr/local/directadmin/data/
and look for any suspicious settings.
Best of all, might want to consider contacting DirectAdmin if this is some kind of bug or data corruption, such a synchronization issues between Da's data and the Operating System's. Does your operating system report the same limits as DA, such as quota limits?

I will be notifying John about this, hopefully he will come to the same conclusion as I has, and put this issue on the todo list.
It's not due to any desync between the OS and DA, because its about traffic, not space quota's .
(For anyone interested, I forgat to include kernel quota's at the last time I compiled an kernel for the particular server, so it can't be that ).