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10.4.4 | Fatal Error | Changing subscription owners

Discussion in 'Plesk 10.x for Linux Issues, Fixes, How-To' started by fearz, Jan 13, 2012.

  1. fearz

    fearz Regular Pleskian

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    Linux earth.itekhost.com 2.6.18-194.32.1.el5 #1 SMP Wed Jan 5 17:53:09 EST 2011 i686 i686 i386 GNU/Linux
    Centos OS5
    10.4.4 MU# 12

    Case:

    Trying to change two domains from a subscriber to the other

    Got this:

    Reassigning Selected Subscriptions
    ERROR: PleskFatalException
    Picker not supported
    0: UIPointer.php:611
    UIPointer->accessPicker(string 'GET', object of type plesk__client__domain__chowner)
    1: UIPointer.php:593
    UIPointer->access(string 'GET')
    2: plesk.php:45

    /var/log/sw-cp-server/error_log


    2012-01-14 01:42:45: (mod_fastcgi.c.2588) FastCGI-stderr: PleskFatalException: Picker not supported
    file: /usr/local/psa/admin/plib/UIPointer.php
    line: 611
    code: 0
    trace: #0 /usr/local/psa/admin/plib/UIPointer.php(593): UIPointer->accessPicker('GET', Object(plesk__client__domain__chowner))
    #1 /usr/local/psa/admin/htdocs/plesk.php(45): UIPointer->access('GET')
    #2 {main}
     
  2. IgorG

    IgorG Forums Analyst Staff Member

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    The error is caused by a lot of domains having vendor_id = NULL
    And this is because upgrade from a previous version was not successfully finished. Most probably that table '​clients' also has NULLs for vendor_id. If it is admin's domain your cat try to set vendor_id as 1 or ID of reseller if it is reseller's domain. In any case fixing of database inconsistency is required and I suggest you contact Support Team if you can't do it by yourself.
     
  3. fearz

    fearz Regular Pleskian

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    Is there any possibility anyone can provide simple steps?
     
  4. Jens-UweW2

    Jens-UweW2 New Pleskian

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    Wie kann man das beheben?
     
  5. RuedigerK

    RuedigerK New Pleskian

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    Hi Support,

    your answer is absolutely correct: "upgrade from a previous version was not successfully finished" ...
    BUT who was the programmer of_this_shit_upgrade_script ???
    Microsoft, or was it anyone else ?
    Now we silly customers should pay for support to fix this ???
    You make an error after the other and silly customers should pay for that ?
     
  6. uweiss

    uweiss New Pleskian

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    Same error here after upgrading to 10.4.4 last weekend.

    There is only one user in the table "clients" which has a NULL vendor_id, and that's the user "admin".

    "admin" isn't the current and not the new owner of the subscription.

    If i set the vendor_id to 3 or 4, which is the id the most others have, i get a blank page after selecting the new owner. Sometimes there is an internal server error.

    If i set it to 1, i get the same error as with NULL, but a step earlier (after selecting the new owner). With vendor_id NULL it shows the error after comparing the current and new resources.
     
  7. uweiss

    uweiss New Pleskian

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    Anyone?

    Prallels? Igor?
     
  8. IgorG

    IgorG Forums Analyst Staff Member

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    Sorry, but it is really difficult to say something without database investigation. There is some inconsistency and it can be found and fixed only with direct access to database. Therefore I suggest you contact Support Team.
     
  9. nforde

    nforde Basic Pleskian

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    I've got the EXACT same error. I've never touched the Plesk database manually, so this is obviously a bug somewhere in the Parallels/Plesk software.

    Can you please let me know how I can get free support for this issue.

    ps. Since this is obviously due to a bug in Plesk (including Plesk update) software, once you've solved this issue for one customer the solution needs to be added to the KB for all other customers who come across this problem.

    Thanks.

    FURTHER INFO - I've viewed the clients table in the database. The only client that has NULL for vendor_id (and parent_id) is the admin client. Every other client uses the ID of the admin client in the vendor_id and parent_id field. I'm trying to move a subscription between two clients (not to/from admin client).
     
    Last edited: Mar 27, 2012
  10. IgorG

    IgorG Forums Analyst Staff Member

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    Parallels support is here - http://www.parallels.com/support
    If you report bug to Support team it means that you wish that your problem should be fixed on your server. In that case you pay for support, but not for bug report.

    Also if you pay $75 for incident and support confirm that it is really bug of our product - you will receive one free incident bonus.

    I think that is reasonable and fair.
     
  11. nforde

    nforde Basic Pleskian

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    First of all - thanks very much for the quick response.

    I'm not interested in having a credit for future support, as generally I don't require any support other than for resolution to bugs.

    Am I able to get a refund instead of a free incident bonus?
     
  12. IgorG

    IgorG Forums Analyst Staff Member

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    Yes, I hope you will be refunded.
     
  13. uweiss

    uweiss New Pleskian

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    OK, after looking at the tables again today i recognized that the "cl_id" and "vendor_id" of the domain (which caused the problem) were reversed in the domains table . The vendor_id in the record didn't exist at all in the system and that caused the error message. After changing that manually in the database it shows the client and vendor correctly in the interface.
     
  14. nforde

    nforde Basic Pleskian

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    For the record, my sys admins sorted it out for me, so I didn't end up submitting a support ticket to Parallels.

    I will stay away from that Plesk feature until future Plesk versions, as I don't want to be the guinea pig.
     
  15. Corné

    Corné New Pleskian

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    Fix?

    Is there already known what is wrong after the update so we can fix this ourselfs? Or do we still need to make a bug-report?
     
  16. bluik

    bluik Basic Pleskian

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    I had the exact same problem. I just changed the owner of the domain ("subscription") in psa database:
    update domains set cl_id = 999 where id = 888;

    999 = id of new owner ("client") from table clients
    888 = id of domain to be changed.

    Hope this did not break anything?! Did not have time to check the exact corruption of the database.
     
  17. IgorG

    IgorG Forums Analyst Staff Member

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    It is really not good idea to do it directly in database. It's usually leads to total database inconsistency.
     
  18. bluik

    bluik Basic Pleskian

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    Thanks Igor. I guess it is too much to ask what should be checked to avoid more problems.

    There are no NULL vendor_id or any other value in domains.
    Only row in clients with NULL vendor_id (and parent_id) is admin.
    Additionally there are a lot of NULLs in clients: limits_id, params_id, perm_id and the unimportant-sounding logo_id, templ_id, sapp_pool_id.

    That does not seem to match the description of corruption in the posts above.
     
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