TimT Posted November 4, 2020 Share Posted November 4, 2020 Hi, We have an urgent issue on our WHMCS. I notice too that whmcs.com also went down a few mins ago, and then had a similar error saying it couldnt connect to the database.. so may be related??? We are seeing: Critical Error SQLSTATE[HY000]: General error: 1835 Malformed communication packet I have tried .. 1. restarting everything. 2. connecting direct to the MySQL server (it works fine) 3. Other sites running off the same MySQL server are running 4. I have exported the whole database, created a new one on the same server and tried changing the configuration to use that database and still the same error Is there any way to get more info or work out why this is happening? Is anyone else having these issues? Thanks 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted November 4, 2020 WHMCS Support Manager Share Posted November 4, 2020 Hi @TimT, We did experience a partial outage earlier that caused intermittent issues accessing our website but this is fully resolved now. Let us know if you're still experiencing any issues with our site. Regarding a Malformed communication packet or Critical Error Could not connect to the database error after applying the 3rd November 2020 MariaDB update, I have published the following help guide with more information and a workaround: https://help.whmcs.com/m/troubleshooting/l/1325182-troubleshooting-a-critical-error-could-not-connect-to-the-database-error 0 Quote Link to comment Share on other sites More sharing options...
aBs07 Posted November 4, 2020 Share Posted November 4, 2020 Hi, I use WHMCS6.3.1. I just encountered the error below. But I couldn't come to a solution. In that case, I really need your ideas. Critical ErrorSQLSTATE[HY000]: General error: 1835 Malformed communication packet 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted November 4, 2020 WHMCS Support Manager Share Posted November 4, 2020 Hi @Hostco , Our recommendation is to adjust the PHP version or roll-back the MariaDB update. For those unable to do-so, a hotfix is available is a last resort workaround: https://whmcs.community/files/categories/ The direct link is in the help article: https://help.whmcs.com/m/troubleshooting/l/1325182-troubleshooting-a-critical-error-could-not-connect-to-the-database-error 0 Quote Link to comment Share on other sites More sharing options...
aBs07 Posted November 4, 2020 Share Posted November 4, 2020 I uploaded files to FTP for WHMCS 6.3.1. But it didn't change anything. The problem continues. 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted November 4, 2020 WHMCS Support Manager Share Posted November 4, 2020 Hi @aBs07, In that case you will need to roll back the MariaDB update on your server, or wait until MariaDB publishes a fix on their side. Long Term Support currently covers WHMCS versions 7.10 and 7.9. Further to that we have made the workaround available for 7.4, 7.5, 7.6, 7.8 and 7.8. At present we do not intend to make workarounds available for older versions of WHMCS. 0 Quote Link to comment Share on other sites More sharing options...
rgazetta Posted November 5, 2020 Share Posted November 5, 2020 (edited) @WHMCS John Help for version 7.1 is not possible, since the update was not done due to issues with some modules and we are having a huge problem due to this failure. Edited November 5, 2020 by rgazetta 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted November 5, 2020 WHMCS Support Manager Share Posted November 5, 2020 Hi @rgazetta, In that case you will need to roll back the MariaDB update on your server. MariaDB have indicated the intention to publish an update that will resolve this: https://jira.mariadb.org/browse/MDEV-24121?focusedCommentId=171262&page=com.atlassian.jira.plugin.system.issuetabpanels:comment-tabpanel#comment-171262 You can keep an eye on this and apply the update to your server once available. 0 Quote Link to comment Share on other sites More sharing options...
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