Troubleshooting Unexpected Service Terminations

Symptom

The system is unexpectedly terminating services (for example, hosting accounts).

Causes

The system may terminate services for the following reasons:

  1. The product's configuration automatically terminates it after a fixed term. (The system will terminate it at the end of that term.)
  2. The service's Next Due Date value is far enough in the past to trigger the Overdue Termination function.
  3. An admin clicked Terminate in the Module Commands section for the service.

WHMCS can also perform service cancellations. For more information, see Cancellation Requests.

Troubleshooting

All module actions, including termination, create an entry in the Activity Log at Configuration > System Logs. Review the log entries at the time of termination to identify the cause.

Configuration > System Logs

If there is not an entry in the Activity Log at Configuration > System Logs, the current WHMCS installation did not perform the termination. Check for previous installations of WHMCS or actions that occurred directly on the hosting server.

Fixed Term

If the termination is due to the end of a fixed term, you will see the following log entry:

Cron Job: Auto Terminating Fixed Term Service - Service ID: x
...
Automated Task: Starting Fixed Term Terminations
Click to copy

To address this:

  1. Go to Configuration > System Settings > Products/Services.
  2. Edit the desired product.
  3. In the Pricing tab, set Auto Terminate/Fixed Term to 0.
  4. Click Save Changes.

Repeat the process for any other products that you do not want to automatically terminate after a fixed term.

Overdue Termination

If the termination is because the service is overdue, you will see the following log entry:

Cron Job: Terminating Service - Service ID: x
...
Automated Task: Starting Overdue Terminations
Click to copy

To address this:

  1. Go to Configuration > System Settings > Automation Settings.
  2. Increase the Termination Days value.
  3. Click Save Changes.

This will increase the time before the system terminates overdue services.

Admin Termination

If the termination is because an admin terminated the service, you will see the following log entry:

Module Terminate Successful - Service ID: x
Click to copy

This entry indicates that an admin clicked Terminate under the Module Commands section in the Products/Services tab of the client's profile.

You can review the User column for the log entry to determine which admin performed the action.

You can control the permissions that admins have to perform module command operations at Configuration > System Settings > Administrator Roles.