HostPapa suspends my account due to WordPress & JetPack use of resources

we found below scripts under your account are consuming high CPU resources on the server

It makes sense that both index.php and wp-cron.php appear as consuming the most resources, but unfortunately that doesn’t give us a lot of details about the issue at hand.

They offered some suggestions…

The suggestions they offered are all good, and can help save resources on your sites.

Since you have multiple sites on a single hosting plan, it’s probably more important to save everywhere you can, as your resources and limits are spread between all your sites.

I will try installing the caching plugins, but I thought JetPack now did caching?

Jetpack’s Photon module caches and serves your images from WordPress.com CDN, but it doesn’t cache anything else on your site. Plugins like WP Super Cache or W3 Total Cache will help you cache almost everything else.

Further, we also noticed that wordpress plugin ‘jetpack’ is utilizing more memory resources

site1: jetpack = 1232MB
site2: jetpack =  753MB
site3: jetpack =  738MB

That’s where we would need to find out more. I would suggest that you compare site1 with the 2 other sites, and check which Jetpack modules are activated on each site. Does site1 use a Jetpack module that the 2 others don’t? If so, this module could be what’s causing the issue here.

You could also try to deactivate each module, one at a time, and see which modules have an impact on the numbers reported above. You can activate and deactivate modules under Jetpack > Settings in your dashboard.

It would also be interesting if you could find out how HostPapa got these numbers? What did they measure?

Let me know what you find.

I also have my account suspended from hostpapa without notice.
However, they would not allow me to get access to account no matter how hard I tried.
They only want to reset my account which I would loss everything!
Please help me get my data back from hostpapa.

@theflyingsquirrel.ca We won’t be able to help you here, we don’t have access to your files. I’m afraid hostpapa is your only hope here.

Andrew succesfully had them remove the lock. I am just hoping he can share his insight about how he did it. ??

How did I get the suspension lifted?

a) I started an online chat with them and demanded to know what was going on – let them know that I was *very cross* but I kept things as polite as I could manage;
b) I noted that they suspended the account without prior notification nor any notice until 90 minutes after (even then it was during the night UK time);
c) I demanded evidence to back up their assertions (they subsequently gave me a log which had no evidence they claimed it had in it);
d) I wrote to their CEO (use CEOemail.com website) telling him how unimpressed I was with the way their company did business (not answered to date);
e) I opened another support request demanding they lift the suspension (pointing out that all my campaign websites and all emails were now held to ransom);
f) I informed them that I was going to use social media (Facebook and Twitter) to inform people of what they had done;
g) I referred them to this thread so they could see that I was doing my part to try to resolve the issue (once I got evidence from them);
h) I replied again and again to the support request demanding the evidence (and for them to point to where in the logs they gave that the issue is demonstrated)
i) I pulled the logs from the cPanel to see if I could find any sudden spike that would account for the sudden suspension (I could not, and told them so)

The tweets used this hashtag: #HostPapaSuspension

Update on situation: I added the ‘WP Super Cache’ plugin to all my WordPress sites on the shared host. I asked HostPapa if they still had any issue with the amount of resources my account was using….

Hostpapa told me on 26 November:

We have checked latest apache logs and the logs did not show any excessive resources usage by your account.

I live in fear. I took a full-site backup in the hope that it can be uploaded to a new host provider if they ever in the future suspend my account again and don’t return it.

Judge for yourselves if HostPapa is a company you want to do business with given the behaviour they demonstrated in my case.

If I get a response from the CEO then I will endeavor to reply here again.

~Andrew~

Thank you Jeremy for those tips. I’m a fan of JetPack and do have a number (if not all) modules activated on all the sites – so quite why one is using substantially more memory than others is a surprise to me.

why one is using substantially more memory than others is a surprise to me.

It might not be true, but if HostPapa thinks the problem comes from Jetpack, deactivating modules one at a time, might be a way to find out what in Jetpack causes the problem.

Andrew, thanks for your detailed information. I did email to their CEO and has no reply so far. I doubt there would be any.
But I will reopen the ticket and use twitter and such to give them pressure.

All my activities has been suspended, how can you check the usage? I cannot even login to cpanel.

I have already switched my hosting to siteground. But I still need to get my data back!

I will refer them to this thread. Hopefully that will help.

I am facing same issue with Hostpapa.

They suspended my website and cPanel (all my domains) due the malware saying that somebody hacked my wordpress website and uploaded malware, And they are giving 2 options
1. to reset eveything .i.e. deleting websites/emails etc
2. to buy a malware removal tool to clean my account

I don’t have access to FTP and cPanel also to clear the malware. I dont have backup also.

I don’t know whether anybody hacked my account or hostpapa did that for malware removal tool sales?

Please help to get access to my FTP/cPanel so that atleast I can take backup of my website and clear the malware or rebuild website again with backup

@vijayatech I’d suggest getting in touch with Hostpapa about this. They’re the only ones who can help. Since we don’t have access to your site and don’t have any information about your Hostpapa account, we can’t really help here.

You can contact Hostpapa here:
https://www.hostpapa.com/customer-care-center/