Security & Incidents
What should I do when a malicious file is detected on my hosting?
Why did I receive this alert email? You received this email because cpGuard, our security tool built into your web hosting, detected a malicious file (virus, backdoor, hacked script...) on your space. This doesn't necessarily mean your entire site is compromised, but that a suspicious file was detected and was cleaned / removed by cpGuard for your security. Where can I see the list of detected files? Log in to your [cPanel](https://help.hodi.host/en/article/how-do-i-access-cpanel-eSome readersI received a "Site vulnerabilities found" email. What should I do?
Why did I receive this email? At Hodi, we use monitoring tools to help improve the security of the sites we host. One of these tools, WP Toolkit, regularly scans your WordPress installation and compares the versions of WordPress, themes, and plugins against public vulnerability databases. When a known vulnerability is detected, a notification is automatically sent to inform you. This is part of our commitment to providing secure hosting and helping you quickly address any potential riskFew readersHow long does it take to bring my site back online after an attack?
|| Between 48 and 72 hours to return to normal The time needed to bring your site back online depends on several factors, including the severity of the attack, the extent of the damage, and how quickly you contact us. Our team will work to restore your site as quickly as possible while making sure all the necessary security measures are put in place. It generally takes between 48 and 72 hours to return to normal.Few readers
SSL / HTTPS
How do I force my site to display over HTTPS?
We provide LetsEncrypt SSL certificates as standard, so you can force the HTTP to HTTPS redirect. Before that, check that your SSL certificate has indeed been generated by visiting your site with https:// in front of its address. If you have an SSL certificate issue, you can refer to the question "How do I force the regeneration of my SSL certificate?". [Log in to your cPanel](https://helpSome readersMy SSL certificate hasn't been generated. What should I do?
What normally happens When you place a new order or add a domain to your account, the Let's Encrypt SSL certificate activates automatically one to two hours after the domain is registered or its DNS servers are pointed to our DNS servers. If your domain's servers are already correctly configured before it's added, the certificate is generated automatically at the time it's added. In practical terms: as long as your domain doesn't "point" to our servers, Let's Encrypt validation cannotSome readers
Site Access
My site shows a "This site can't be reached" error
When you access your site, if you get a "This site can't be reached" error (ERR_CONNECTION_TIMED_OUT or ERR_CONNECTION_REFUSED), there can be several causes: a problem with your Internet connection maintenance or an issue with our infrastructure: we invite you to check the network status to see ongoing operations we invite you to check the [uptime](https://sSome readersMy site displays an unexplained 508 "Resource Limit Is Reached" error
If you get a 508 error, your site is using all of the resources allocated to it because it has too many connections. Don't worry, there are several solutions, but if you don't understand everything written on the rest of this page, simply send this page's link to your developer so they can make sense of it for you. In any case, as soon as you drop back below your site's allocated resources, the service comes bSome readersMy site displays an unexplained 406 "Not Acceptable" error
If you get a 406 error, the most common reason is that our web application firewall (WAF) detected your request as potentially malicious and blocked it to protect your site. But don't worry, our technical support can adjust the web application firewall configuration on simple request. To speed up handling, please include the following information in your requSome readersMy site shows an unexplained 403 "Forbidden" error
If you get a 403 error, the most common reason is that you did not upload your site to the correct location. You must upload your site to the "public_html" directory and name your main file "index.html" or "index.php". We invite you to check your FTP configuration, see the FAQ on FTP. It could also be an **issue wiSome readersMy site shows a 500 "Internal Server Error"
If you're getting a 500 error, this means the server ran into a problem while running your site. Here are the steps to identify and resolve the issue. You'll need your developer's help. Check the Apache error logs Apache error logs can be accessed directly from cPanel; here's how: Log In to your cPanel Go to the "Metrics" section Click on "Errors" This page shows the latest entries in the Apache errSome readersMy site shows a "This website is undergoing scheduled maintenance" message
During a WordPress update and/or an update to its plugins, your site may automatically switch to "maintenance" mode to prevent your visitors from seeing a site that isn't fully up to date. If you see this message, we recommend waiting a few tens of minutes for the update(s) to finish. If the problem still persists, you can manually disable "maintenance" mode using WP Toolkit: [Log in to your cPanel](httpsSome readersMy site shows a 503 "Service Unavailable" error
If you get a 503 error, it means the server is not ready to process the request. What are the most common causes? Most often, this error is due to server overload or server maintenance. How can I fix it? You can first check server status, to make sure no maintenance is currently reported. You can also **[check resource usage](https://help.hodi.host/en/article/hoSome readers
DNS & Domains
Why did my domain name transfer fail?
You started transferring your domain name to Hodi, but something's blocking it and you're not sure why? No need to worry. In 9 cases out of 10, it comes down to one of two simple reasons: your domain is too young, or it's still locked at your current registrar. Here's a simple explanation of what's going on, and how to fix it. 1. Your domain is too new A domain name is a bit like an administrative newborn: it needs a short settling-in period before it can move. General rule. A dFew readersWhy is my DNS record still not working?
You've just created a DNS record from your cPanel (an A, CNAME, MX, TXT record...) but nothing happens. The site doesn't load, the email doesn't send, the subdomain still can't be found. Before you worry, there are two simple things to check: are your DNS servers actually pointing to us? and have you given propagation enough time to do its job? 1. First, check that your DNS is with Hodi This is the basic requirement. If you modify your DNS zone from cPanel, your domain name still neFew readers
Applications & Deployments
How Do I Fix the mysqldump Error "Access denied; you need (at least one of) the PROCESS privilege(s)"?
Why am I getting this message? When you run a backup with: mysqldump -u user -p DATABASE_NAME > backup.sql this error will be displayed: mysqldump: Error: 'Access denied; you need (at least one of) the PROCESS privilege(s) for this operation' when trying to dump tablespace This is because mysqldump tries to export internal information (tablespaces) that requires a special privilege (PROCESS) which isn't granted to user accounts. How do I fix it easily? Add the --no-tablespaces optionPopularHow do I fix the "Out of memory: wasm memory" error?
If you get the following error RangeError: WebAssembly.instantiate(): Out of memory: wasm memory, this is related to a memory limitation in the cPanel terminal. We recommend re-running your command directly over SSH; this should fix the issue, since it gives you access to all of your server's free memory.Some readersWhy can't I see the changes to my site?
As part of our commitment to sobriety (learn more about our approach), we use a caching solution on our servers: NGINX. When you update your site, it may take up to 1 hour for the update to become visible. However, from cPanel, you can choose to clear the cache manually, or even temporarily disable it via the "NGINX Cache" section on the right side of your screen: ![](https://hodi.hosSome readersHow do I fix the "Can't acquire lock for app" error?
If you get a Can't acquire lock for app error when trying to launch your Node.JS application, the most likely cause is that a script you started via Run NPM Script is still running. Unfortunately, you cannot stop it from the interface. You will need to connect via SSH, and view the running processes with the ps ax command: [mapetite@Some readersWhat should I do if a Node.js application won't start?
If your Node.js application won't start, it means Phusion Passenger isn't able to launch the application by hooking into the listen() function in your code. There can be two causes: Your application has no listen() call, which means it isn't a Node.js application Your application has several calls to listen(), so Phusion Passenger doesn't know where to hook in. You'll need to make a few adjustments to help Phusion Passenger launch your application - see the [official Phusion PassengeSome readers
How do I unblock an email blocked by SpamExperts?
In the very rare cases where you need to recover an email that was blocked by SpamExperts because it was identified as spam, you can unblock it directly in just a few steps: Log in to your Client Area In the "My account" menu, choose "My services" Click on the "SpamExperts" row for the domain you want to access: Click "Log in to SpamExperts":  In the "Other Webmail Features" sectiFew readersWhy isn't my email being sent?
You write an email, click "Send", and nothing happens. Or worse, it bounces back with an error message you can't make sense of. An email that won't send can have several causes, from the simplest to the most technical. Let's go through the most common ones, in the order that's most useful to check them. 1. Your mailbox is full This is by far the most common cause. Each email address can be assigned a storage quota, which you set yourself when creating the account (by default, no limit is imFew readers
Resources & Performance
My website is slow: how do I identify what's slowing it down with PHP X-Ray?
When a website is slow, the causes are often multiple and hard to isolate. That's why we provide a tool, PHP X-Ray, which precisely detects what's slowing down access to your PHP site. You'll find it in the "Software" section of your cPanel. PHP X-Ray monitors your site's performance and identifies bottlenecks. It collects and displays information about slow scripts, externSome readersHow do I monitor my CPU and RAM usage in cPanel?
At Hodi, every web hosting plan has allocated resources: computing power (CPU), memory (RAM), disk access, etc. These resources guarantee the stability and performance of our infrastructure, preventing one site from affecting the others. If your activity increases (more visitors, heavier scripts, e-commerce, etc.), you can increase your resources by changing your hosting plan. The "Resource Usage" section in cPaSome readers