Cannot register domains/no domain lookup results

[MSRebel54]

Hello All,

 

I hope I can get some help here, cause all other roads so far have led to a dead end. Here is a description of my problem and hopefully, someone will have seen something like this before and have a suggestion for me.

 

I'm having a problem with my WHMCS installation not returning any information on domain name lookups. In the "Find your new domain name" box, once you enter a domain and click search, it never returns any results. It "twirls" like it's looking, but that will go on forever. It doesn't matter if user is logged in or not. It doesn't matter if the domain name is available or unavailable, or which TLD it is. I am using the standard order form template, although I've tried others with the same results. All pricing is set for the domains and only .com is chosen for suggested domains. The Whois lookup log does however show the domain name that was ATTEMPTED to be looked up. Rarely, and I mean very rarely, the lookup will return results for either the looked up domain name or suggested names, but I've never had it do both.

 

In my research, I have found two things that are related to this issue. A troubleshooting document from WHMCS support titled "Troubleshooting Order Form Issues" here: http://help.whmcs.com/m/troubleshooting/l/680894-troubleshooting-order-form-issues - and the fact that when this happens an internal server error is generated to the error log in cpanel. It is an out of memory error, however there is 2GB allocated so it's not really a memory size issue.

 

The above WHMCS article states that the content type returned in cart.php should be "application/json" and if it is not, this is the cause of the problem. In my case when I look at that variable using inspector, the content type returned is "text/html; charset=ISO-8859-1".

 

The article says if that is the case, to work with your hosting provider to resolve the issue.

 

I have put in tickets with my reseller hosting support, but they have been unable to resolve the problem, and suggested I post here.

If anyone has seen this problem and has any suggestions as to what I can do about it, or what to check next, it would be most appreciated.

 

Thanks for any info anyone has,

[txavier]

I had a similar issue. Because my host provider uses Windows, I had to edit the web.config to add the outbound rules referred to in that link you posted. Do you have access to the web.config for your site?

[MSRebel54]

I had a similar issue. Because my host provider uses Windows, I had to edit the web.config to add the outbound rules referred to in that link you posted. Do you have access to the web.config for your site?

 

My host uses Linux servers, so I'm guessing that wouldn't apply in my case?

[brian!]

have you opened a ticket with WHMCS Support (if you have your license direct from them) or WHMCS Reseller Support if you got it from elsewhere?

 

the memory error is probably a PHP memory error - but the hosting company should know that and I assume they've ruled it out.

if this is using standard whois, i'd check if port 43 is working correctly - but again, I assume the host have checked this.

 

can you use a lookup provider instead?

is this a new installation or upgrade?

[MSRebel54]

can you use a lookup provider instead?

is this a new installation or upgrade?

 

Yes, I've gone round and round with the provider. Put in tickets, actually talked with them by phone for a couple of hours. They acknowledge the problem exists, but maintain there is nothing wrong on their end, or if there is, they can't find it.

 

As for using a lookup provider, that's one of the first things that crossed my mind, but I don't know how to go about implementing such a thing. I am not a PHP programmer, and what I do know about PHP would be just about enough to be dangerous. I can copy and paste as well as the next guy, but beyond that .... so I had to put that one on the back burner for now.

 

I have not opened a ticket with WHMCS support, but I will and thanks for the link to reseller support.

 

This is a new installation, not an upgrade. The installation and setup seems to work great except for this problem, which if one needs to register/transfer domain names, would be a big one.

 

Thanks for your help and advice,

[brian!]

As for using a lookup provider, that's one of the first things that crossed my mind, but I don't know how to go about implementing such a thing. I am not a PHP programmer, and what I do know about PHP would be just about enough to be dangerous. I can copy and paste as well as the next guy, but beyond that .... so I had to put that one on the back burner for now.

by lookup provider, I meant using one of the built-in registrar features if you're using one of those specific registrars (eNom, NetEarthOne, Resellerclub, UK2 or Resellercamp)...

 

http://docs.whmcs.com/Domain_Suggestions#Configuring_Lookup_Provider

 

 

if you are using one of those registrars, then this would be an alternative to using standard whois - if it worked, then it might have pointed to port 43 being an issue.

 

I have not opened a ticket with WHMCS support, but I will and thanks for the link to reseller support.

for something like this, especially if the host is denying it's their problem, then you really need someone under the hood to see what's going on... there's little that can be done from the outside apart from suggesting the obvious things to test.

 

This is a new installation, not an upgrade. The installation and setup seems to work great except for this problem, which if one needs to register/transfer domain names, would be a big one.

talking about obvious suggestions, have you tried uploading the 'vendor' folder again - perhaps there are corrupt files in there causing issues with lookups... reuploading that folder can often resolve problems.

 

also, what happens when you perform a whois lookup in the admin area?

[MSRebel54]

I meant using one of the built-in registrar features if you're using one of those specific registrars

 

Yes, I tried that. Enom is my registrar. Using the Enom lookup module makes no difference. In fact using any of them make no difference. Using the standard whois lookup will very rarely return a result for the looked up domain on the first try, but not thereafter. The enom lookup, or any of the rest of them never returns anything.

 

 

for something like this, especially if the host is denying it's their problem, then you really need someone under the hood to see what's going on... there's little that can be done from the outside apart from suggesting the obvious things to test.

 

Well, they are not flatly denying it is their problem. To quote the last ticket response, "we have reached the limits of what we would be able to troubleshoot within the site. Please reach out to your development team regarding this issue." I'm not exactly sure what that means.

 

talking about obvious suggestions, have you tried uploading the 'vendor' folder again - perhaps there are corrupt files in there causing issues with lookups... reuploading that folder can often resolve problems.

 

Well, the installation was originally an automatic install, so I have never downloaded the install files. However, it's getting to the point where I can't break what's already broken, so it's certainly worth trying, barring a simpler solution.

 

also, what happens when you perform a whois lookup in the admin area?

 

Performing a whois lookup from within the admin area works flawlessly every time.

 

I appreciate your help and suggestions,

[MSRebel54]

have you opened a ticket with WHMCS Support (if you have your license direct from them) or WHMCS Reseller Support if you got it from elsewhere?

 

I must be missing something. How do you create an account at the reseller support site? I see "login" but nowhere do I see a way to create an account to begin with?

[WHMCS ChrisD]

I must be missing something. How do you create an account at the reseller support site? I see "login" but nowhere do I see a way to create an account to begin with?

 

No need to create an account just go straight to https://www.whmcs.com/reseller-support/ and click ask, you'll be asked for your name and email. please remember to provide your License ID