APS issue Failed to parse metadata

[IntersysL]

Hello,

Recently we made OS reload due to some big issues with the server.
After this we mounted our old drive where was the partition /var, this one was mounted, then changed the mysql user to match the one on the old database.
Then fixed some issue this the configuration of the virtual host the were not created.

All went fine, but then a customer called and told us that they can't install applications through the control panel.

We have checked and this was true:

Domain/Application/Select application/Install result in:

Internal error: Failed to parse metadata
Message Failed to parse metadata
File aps_php.php
Line 5966
Type Exception

When checking the logs:

tail -f /usr/local/psa/admin/logs/panel.log  
2013-05-30T08:11:14-05:00 CRIT (2): Exception: Failed to parse metadata
file: /usr/share/aps_php/aps_php.php
line: 5966
code: 0

tail -f /var/log/sw-cp-server/error_log
2013-05-30T08:12:15-05:00 CRIT (2): Exception: Failed to parse metadata
file: /usr/share/aps_php/aps_php.php
line: 5966
code: 0
2013-05-30 08:12:15: (mod_fastcgi.c.2746) FastCGI-stderr: Exception: Failed to parse metadata
file: /usr/share/aps_php/aps_php.php
line: 5966
code: 0
trace: #0 /usr/share/aps_php/aps_php.php(5966): aps_registry_packageconfiguration_getglobalsettings(Resource id #631, Object(APS_Controller_SettingSharedMap))
#1 /usr/local/psa/admin/smb/application/library/Smb/Db/Table/Row/ApsPackage.php(62): APS_Registry_PackageConfiguration->getGlobalSettings(Object(APS_Controller_SettingSharedMap))
#2 /usr/local/psa/admin/smb/application/library/Smb/Db/Table/Row/ApsPackage.php(76): Smb_Db_Table_Row_ApsPackage->getGlobalSettings()
#3 /usr/local/psa/admin/smb/application/controllers/AppController.php(216): Smb_Db_Table_Row_ApsPackage->getGlobalSettingsAsArray()
#4 /usr/local/psa/admin/plib/Zend/Controller/Action.php(513): AppController->installAction()
#5 /usr/local/psa/admin/plib/Zend/Controller/Dispatcher/Standard.php(295): Zend_Controller_Action->dispatch('installAction')
#6 /usr/local/psa/admin/plib/Zend/Controller/Front.php(954): Zend_Controller_Dispatcher_Standard->dispatch(Object(Zend_Controller_Request_Http), Object(Zend_Controller_Response_Http))
#7 /usr/local/psa/admin/smb/application/library/Smb/Application/Web.php(48): Zend_Controller_Front->dispatch(NULL)
#8 /usr/local/psa/admin/smb/application/public/index.php(15): Smb_Application_Web->run()
#9 {main}

Then we tried to clean cache and tried again:

first: tools & settings/Application Vault/Clear Cache
Cache cleared fine, then tried to install application again:

At panel start to download the application and at 49% it gives me this error "Exception: Failed to parse metadata" in a message box, then:
Error: The following error has occurred during the download of application: Failed to parse metadata

When checking logs:

tail -f /usr/local/psa/admin/logs/panel.log  
2013-05-30T08:15:44-05:00 ERR (3): Error during downloading package from APS Catalog: Failed to parse metadata
2013-05-30T08:15:44-05:00 ERR (3): Error during downloading package from APS Catalog: Failed to parse metadata
2013-05-30T08:15:45-05:00 ERR (3): APS Catalog error: Failed to parse metadata
2013-05-30T08:15:45-05:00 ERR (3): The following error has occurred during the download of application: Failed to parse metadata

tail -f /var/log/sw-cp-server/error_log
2013-05-30T08:15:45-05:00 ERR (3): APS Catalog error: Failed to parse metadata
2013-05-30T08:15:45-05:00 ERR (3): The following error has occurred during the download of application: Failed to parse metadata
2013-05-30 08:16:07: (connections.c.1762) SSL (error): 5 -1 32 Broken pipe

Tried bootstrapper repair and didn't solve this issue.

The only thing that I found was this thread: http://forum.parallels.com/showthread.php?262689-Application-vault-broken&highlight=APS
Also, tried to run the command specified in the thread:

/usr/local/psa/bin/aps --get-packages-global-settings
Failed to parse metadata

Also, don't exactly know what it means this "Problem fixed by knowledgeable engineers at plesk"
How do I contact support team, I tried to open a ticket, filled up all info but when finished at contact info and submitted continue or finish It doesn't go anywhere.

Have searched all forums and we were not able to find a fix to this issue.
We know this seems to be a problem with the database but not sure how to solve it.
If anyone has a clue to fix this issue or at least point us to another place where we can solve this.

Thanks in advance.

 

[IgorG]

It looks like apsc database inconsistency. You can try to use article http://kb.parallels.com/en/112733 for fixing this issue. But if you can't do it by yourself - contact Support Team http://www.parallels.com/support

 

[IntersysL]

Hi IgorG

Thanks for the reply.
I have tried this http://kb.parallels.com/en/112733 and didn't work.
We will be contacting support.

Thanks.
Have a good day.