The web.com site builder is malfunctioning across the board.

[FreedomHostUSA]

All of my clients on the web.com site builder are getting this error.  All of them, on two different reseller hosting accounts on two different servers.  WHMCS support has been troubleshooting with me for 20 days now.  They still have yet to reach out to the sitebuilder people.  Are others getting the same error?

 

 

[PHSupport]

Yes, I am getting the same error. I have tried three different servers all with the same results.

[FreedomHostUSA]

They finally reached out to the Site Builder support team after troubleshooting with WHMCS support for 22 days, and provided me with this work-around:

1. Take a full backup of the publishing directory
2. Remove all files and folders from the directory
3. Retry Publishing

It worked.  Not ideal but at least my client's websites are updated.  However, after a few hours, the images disappear.  This happened to both sites that I used the work-around on.   I did it again and the images are now back.  I'm sure it'll just be a matter of time before the images disappear again.

[Well Water Design]

You have no idea how much I am somewhat relieved to see this post.  I have been dealing with WHMCS and SiteBuilder Support for 16 days now on this exact issue and it has driven me nearly insane.  ALL of my clients are unable to publish changes to their websites and I'm losing business every day at this point. 

After doing a debug on Chrome > Inspect > Network I noticed that there is a 500 Server Error originating from the SiteBuilder URL throwing a "Hosting Unavailable" response - which is bogus.

See Screenshot

Unfortunately the workaround of deleting all files from the /public_html DOES NOT work for me.  This error is 100% on the SiteBuilder side and needs to be fixed ASAP.

[FreedomHostUSA]

Make sure you are also deleting all of the hidden files.  Go into File Manager and hit Settings and check to show all hidden files.  Then delete everything and publish.  Then after an hour or so, something happens to the file system and things get rearranged.  If you see some extra file folder (mine said _VERSION_1) just go in and move everything back to public_html, or whatever folder is housing your site files.  My clients sites are currently online and I just told them to reach out to me if they need to republish.  This is a freakin disaster.  It makes us small business owners look horrible that we don't have a reliable product for our clients.  And the fact that we can't reach out to site builder support without going through WHMCS totally sucks.  It like they were trying everything they could think of before reaching out to site builder.  All the while, I knew the error was not on my end.  Getting close to working on this same issue for a MONTH!  That is absolutely unacceptable.  

[Eko_S3]

We experienced this issue starting on August 29, 2024, with more complaints from clients following soon after. While the workaround mentioned here was temporary, the issue persisted. We escalated it to the Marketplace Support Team, and on September 11, 2024, they confirmed that the problem was resolved. They’ve disabled the hosting pre-check for all WHMCS subresellers, which should fix the issue..

If you're still facing this problem, I highly recommend contacting the Marketplace Support Team by opening a ticket. It looks like the root cause has been addressed, and with the pre-check disabled, the issue should now be resolved as it is for us.

[Well Water Design]

I can confirm this resolution for us as well.  However SiteBuilder had this response which just ticked me RIGHT off because it’s obviously a complete lie.

——

Upon further investigation, we haven't identified any issues with our publishing system. Please be aware that the publishing process is the same for all resellers and hasn't changed lately.

No other resellers (including other WHMCS resellers encounter the same issue). Here we tested publishing on the customer's account with another hosting - it worked correctly.

Since we cannot change our whole publishing flow for one reseller, we simply removed hosting pre-check for Well Water Design. The publishing is now successful