Broken server with 100 websites after "yum update" and no more support from odin with my OVH license

[AndresT]

Hello guys

Today I decided to install some pending updates on my server and all hell broke loose.

Just did a simple "yum update" on my server, and now all my services are down....as the yum update screen was scrolling down and the only thing that caught my eye was a fatal error that said something like:
kernel fatal error unable to find a suitable template when the kernel update was being installed....but the final package verification ran fine....

all my main server services are not working, email, web, plesk, all seems to be down after the update

i tried to check out the yum log at /var/log/yum.log and the error is not in there....

I need help bad guys, i have more than 100 websites on this server and they are all offline.

the very bad news for me is that, for similar problems plesk ha always included support with my license (web host edition license) tonight when i went to open a ticket via odin plesk support it wouldn't let me and i was told to contact my license reseller OVH. I talked to odin support over the phone, and they told me my license no longer has the ability to create support tickets via odin, they told me i should contact OVH and that they can open the ticket for me instead....then i call OVH and they confirm that information...they told me it was a new procedure for them, and opened a ticket for me.... but then they give me some real bad news, they have a dedicated team for plesk now, and they only work 8 am - 5 pm. so my dedicated server has been offline for 3 hours, and i have to wait for 6 more hours so OVH can start looking at my problem..... and then open a ticket to plesk support....

The great support i was used to getting straight from plesk seems to be gone for my license , any ideas on how to solve my problem. how can i get plesk support now? i hate having to go though a provider to get support on a product I'm paying....tried the KB and there's nothing there that helps me....

 

[KonstantinosS]

Andres, can you please give more info? Do you have the server backed up? If so, you can easily restore it from backup.

 

[AndresT]

Hello Konstantino, reinstall the server as a 1st option seems a little too extreme, is there a way to troubleshoot the problem? our last successful backup seems to be from feb 10, so easily restore from a backup is not an option.

yum updates are supposed to be safe to perform....

 

[KonstantinosS]

Hello Konstantino, reinstall the server as a 1st option seems a little too extreme, is there a way to troubleshoot the problem? our last successful backup seems to be from feb 10, so easily restore from a backup is not an option.

yum updates are supposed to be safe to perform....

Yes, they are supposed to be safe, however, can you give more info as to which updates were performed?

 

[AndresT]

Installed:
kernel.x86_64 0:3.10.0-327.10.1.el7

Dependency Installed:
GConf2.x86_64 0:3.2.6-8.el7 kbd-legacy.noarch 0:1.15.5-11.el7 libxshmfence.x86_64 0:1.2-1.el7 lksctp-tools.x86_64 0:1.0.13-3.el7
pcsc-lite-libs.x86_64 0:1.8.8-6.el7 pyparsing.noarch 0:1.5.6-9.el7 python-chardet.noarch 0:2.2.1-1.el7_1 python-kitchen.noarch 0:1.1.1-5.el7
python-perf.x86_64 0:3.10.0-327.10.1.el7 samba-client-libs.x86_64 0:4.2.3-11.el7_2 samba-common-libs.x86_64 0:4.2.3-11.el7_2 samba-common-tools.x86_64 0:4.2.3-11.el7_2
trousers.x86_64 0:0.3.13-1.el7

Updated:
alsa-lib.x86_64 0:1.0.28-2.el7 apache-commons-collections.noarch 0:3.2.1-22.el7_2 at.x86_64 0:3.1.13-20.el7
atk.x86_64 0:2.14.0-1.el7 audit.x86_64 0:2.4.1-5.el7 audit-libs.x86_64 0:2.4.1-5.el7
authconfig.x86_64 0:6.2.8-10.el7 avahi.x86_64 0:0.6.31-15.el7_2.1 avahi-libs.x86_64 0:0.6.31-15.el7_2.1
bash.x86_64 0:4.2.46-19.el7 bind.x86_64 32:9.9.4-29.el7_2.2 bind-libs.x86_64 32:9.9.4-29.el7_2.2
bind-libs-lite.x86_64 32:9.9.4-29.el7_2.2 bind-license.noarch 32:9.9.4-29.el7_2.2 bind-utils.x86_64 32:9.9.4-29.el7_2.2
binutils.x86_64 0:2.23.52.0.1-55.el7 boost-program-options.x86_64 0:1.53.0-25.el7 btrfs-progs.x86_64 0:3.19.1-1.el7
bzip2.x86_64 0:1.0.6-13.el7 bzip2-devel.x86_64 0:1.0.6-13.el7 bzip2-libs.x86_64 0:1.0.6-13.el7
ca-certificates.noarch 0:2015.2.6-70.1.el7_2 cairo.x86_64 0:1.14.2-1.el7 centos-logos.noarch 0:70.0.6-3.el7.centos
centos-release.x86_64 0:7-2.1511.el7.centos.2.10 chkconfig.x86_64 0:1.3.61-5.el7 compat-libstdc++-33.x86_64 0:3.2.3-72.el7
coreutils.x86_64 0:8.22-15.el7_2.1 cpio.x86_64 0:2.11-24.el7 cpp.x86_64 0:4.8.5-4.el7
cronie.x86_64 0:1.4.11-14.el7 cronie-anacron.x86_64 0:1.4.11-14.el7 cryptsetup-libs.x86_64 0:1.6.7-1.el7
cups-libs.x86_64 1:1.6.3-22.el7 curl.x86_64 0:7.29.0-25.el7.centos cyrus-sasl.x86_64 0:2.1.26-20.el7_2
cyrus-sasl-devel.x86_64 0:2.1.26-20.el7_2 cyrus-sasl-lib.x86_64 0:2.1.26-20.el7_2 cyrus-sasl-md5.x86_64 0:2.1.26-20.el7_2
cyrus-sasl-plain.x86_64 0:2.1.26-20.el7_2 dbus.x86_64 1:1.6.12-13.el7 dbus-libs.x86_64 1:1.6.12-13.el7
device-mapper.x86_64 7:1.02.107-5.el7_2.1 device-mapper-event.x86_64 7:1.02.107-5.el7_2.1 device-mapper-event-libs.x86_64 7:1.02.107-5.el7_2.1
device-mapper-libs.x86_64 7:1.02.107-5.el7_2.1 device-mapper-persistent-data.x86_64 0:0.5.5-1.el7 dhclient.x86_64 12:4.2.5-42.el7.centos
dhcp-common.x86_64 12:4.2.5-42.el7.centos dhcp-libs.x86_64 12:4.2.5-42.el7.centos dmidecode.x86_64 1:2.12-9.el7
dnsmasq.x86_64 0:2.66-14.el7_1 e2fsprogs.x86_64 0:1.42.9-7.el7 e2fsprogs-libs.x86_64 0:1.42.9-7.el7
elfutils-libelf.x86_64 0:0.163-3.el7 elfutils-libs.x86_64 0:0.163-3.el7 ethtool.x86_64 2:3.15-2.el7
file.x86_64 0:5.11-31.el7 file-libs.x86_64 0:5.11-31.el7 filesystem.x86_64 0:3.2-20.el7
findutils.x86_64 1:4.5.11-5.el7 firewalld.noarch 0:0.3.9-14.el7 flac-libs.x86_64 0:1.3.0-5.el7_1
freetype.x86_64 0:2.4.11-11.el7 freetype-devel.x86_64 0:2.4.11-11.el7 gcc.x86_64 0:4.8.5-4.el7
gdk-pixbuf2.x86_64 0:2.31.6-3.el7 ghostscript.x86_64 0:9.07-18.el7 ghostscript-devel.x86_64 0:9.07-18.el7
glib2.x86_64 0:2.42.2-5.el7 glibc.i686 0:2.17-106.el7_2.4 glibc.x86_64 0:2.17-106.el7_2.4
glibc-common.x86_64 0:2.17-106.el7_2.4 glibc-devel.x86_64 0:2.17-106.el7_2.4 glibc-headers.x86_64 0:2.17-106.el7_2.4
gmp.x86_64 1:6.0.0-12.el7_1 gnutls.x86_64 0:3.3.8-14.el7_2 gobject-introspection.x86_64 0:1.42.0-1.el7
grep.x86_64 0:2.20-2.el7 grub2.x86_64 1:2.02-0.34.el7.centos grub2-tools.x86_64 1:2.02-0.34.el7.centos
grubby.x86_64 0:8.28-17.el7 gtk2.x86_64 0:2.24.28-8.el7 gzip.x86_64 0:1.5-8.el7
harfbuzz.x86_64 0:0.9.36-1.el7 httpd.x86_64 0:2.4.6-40.el7.centos httpd-devel.x86_64 0:2.4.6-40.el7.centos
httpd-tools.x86_64 0:2.4.6-40.el7.centos hwdata.x86_64 0:0.252-8.1.el7 iproute.x86_64 0:3.10.0-54.el7

 

[AndresT]

iptables.x86_64 0:1.4.21-16.el7 iputils.x86_64 0:20121221-7.el7 irqbalance.x86_64 3:1.0.7-5.el7
jakarta-taglibs-standard.noarch 0:1.1.2-14.el7_1 jasper-devel.x86_64 0:1.900.1-29.el7 jasper-libs.x86_64 0:1.900.1-29.el7
java-1.7.0-openjdk.x86_64 1:1.7.0.95-2.6.4.0.el7_2 java-1.7.0-openjdk-devel.x86_64 1:1.7.0.95-2.6.4.0.el7_2 java-1.7.0-openjdk-headless.x86_64 1:1.7.0.95-2.6.4.0.el7_2
javapackages-tools.noarch 0:3.4.1-11.el7 kbd.x86_64 0:1.15.5-11.el7 kbd-misc.noarch 0:1.15.5-11.el7
kernel-headers.x86_64 0:3.10.0-327.10.1.el7 kmod-libs.x86_64 0:20-5.el7 kpartx.x86_64 0:0.4.9-85.el7
krb5-libs.x86_64 0:1.13.2-10.el7 lcms2.x86_64 0:2.6-2.el7 less.x86_64 0:458-9.el7
libICE.x86_64 0:1.0.9-2.el7 libICE-devel.x86_64 0:1.0.9-2.el7 libSM.x86_64 0:1.2.2-2.el7
libSM-devel.x86_64 0:1.2.2-2.el7 libX11.i686 0:1.6.3-2.el7 libX11.x86_64 0:1.6.3-2.el7
libX11-common.noarch 0:1.6.3-2.el7 libX11-devel.x86_64 0:1.6.3-2.el7 libXext.i686 0:1.3.3-3.el7
libXext.x86_64 0:1.3.3-3.el7 libXext-devel.x86_64 0:1.3.3-3.el7 libXfont.x86_64 0:1.5.1-2.el7
libXft.x86_64 0:2.3.2-2.el7 libXi.x86_64 0:1.7.4-2.el7 libXpm.x86_64 0:3.5.11-3.el7
libXrandr.x86_64 0:1.4.2-2.el7 libaio.x86_64 0:0.3.109-13.el7 libblkid.x86_64 0:2.23.2-26.el7
libcap-ng.x86_64 0:0.7.5-4.el7 libcom_err.x86_64 0:1.42.9-7.el7 libcurl.x86_64 0:7.29.0-25.el7.centos
libdb.x86_64 0:5.3.21-19.el7 libdb-devel.x86_64 0:5.3.21-19.el7 libdb-utils.x86_64 0:5.3.21-19.el7
libdrm.x86_64 0:2.4.60-3.el7 libffi.x86_64 0:3.0.13-16.el7 libfontenc.x86_64 0:1.1.2-3.el7
libgcc.x86_64 0:4.8.5-4.el7 libgcrypt.x86_64 0:1.5.3-12.el7_1.1 libgomp.x86_64 0:4.8.5-4.el7
libgudev1.x86_64 0:219-19.el7_2.4 libicu.x86_64 0:50.1.2-15.el7 libidn.x86_64 0:1.28-4.el7
libldb.x86_64 0:1.1.20-1.el7_2.2 libmount.x86_64 0:2.23.2-26.el7 libnl3.x86_64 0:3.2.21-10.el7
libnl3-cli.x86_64 0:3.2.21-10.el7 libpcap.x86_64 14:1.5.3-8.el7 libpciaccess.x86_64 0:0.13.4-2.el7
libpng.x86_64 2:1.5.13-7.el7_2 libproxy.x86_64 0:0.4.11-8.el7 libreport-filesystem.x86_64 0:2.1.11-32.el7.centos
libsemanage.x86_64 0:2.1.10-18.el7 libsndfile.x86_64 0:1.0.25-10.el7 libss.x86_64 0:1.42.9-7.el7
libssh2.x86_64 0:1.4.3-10.el7 libstdc++.x86_64 0:4.8.5-4.el7 libtalloc.x86_64 0:2.1.2-1.el7
libtasn1.x86_64 0:3.8-2.el7 libtdb.x86_64 0:1.3.6-2.el7 libteam.x86_64 0:1.17-5.el7
libtevent.x86_64 0:0.9.25-1.el7 libtool-ltdl.x86_64 0:2.4.2-21.el7_2 libuser.x86_64 0:0.60-7.el7_1
libuuid.x86_64 0:2.23.2-26.el7 libwbclient.x86_64 0:4.2.3-11.el7_2 libwmf-lite.x86_64 0:0.2.8.4-41.el7_1
libxcb.i686 0:1.11-4.el7 libxcb.x86_64 0:1.11-4.el7 libxcb-devel.x86_64 0:1.11-4.el7
libxml2.x86_64 0:2.9.1-6.el7_2.2 libxml2-python.x86_64 0:2.9.1-6.el7_2.2 linux-firmware.noarch 0:20150904-43.git6ebf5d5.el7
logrotate.x86_64 0:3.8.6-7.el7_2 lvm2.x86_64 7:2.02.130-5.el7_2.1 lvm2-libs.x86_64 7:2.02.130-5.el7_2.1
lzo.x86_64 0:2.06-8.el7 m4.x86_64 0:1.4.16-10.el7 mariadb.x86_64 1:5.5.44-2.el7.centos
mariadb-libs.x86_64 1:5.5.44-2.el7.centos mariadb-server.x86_64 1:5.5.44-2.el7.centos mdadm.x86_64 0:3.3.2-7.el7
mesa-libEGL.x86_64 0:10.6.5-3.20150824.el7 mesa-libGL.x86_64 0:10.6.5-3.20150824.el7 mesa-libgbm.x86_64 0:10.6.5-3.20150824.el7
mesa-libglapi.x86_64 0:10.6.5-3.20150824.el7 microcode_ctl.x86_64 2:2.1-12.el7 mod_dav_svn.x86_64 0:1.7.14-10.el7
mod_ssl.x86_64 1:2.4.6-40.el7.centos mozjs17.x86_64 0:17.0.0-12.el7 net-snmp-libs.x86_64 1:5.7.2-24.el7
nettle.x86_64 0:2.7.1-4.el7 nspr.x86_64 0:4.10.8-2.el7_1 nss.x86_64 0:3.19.1-19.el7_2
nss-softokn.x86_64 0:3.16.2.3-13.el7_1 nss-softokn-freebl.i686 0:3.16.2.3-13.el7_1 nss-softokn-freebl.x86_64 0:3.16.2.3-13.el7_1
nss-sysinit.x86_64 0:3.19.1-19.el7_2 nss-tools.x86_64 0:3.19.1-19.el7_2 nss-util.x86_64 0:3.19.1-4.el7_1
ntp.x86_64 0:4.2.6p5-22.el7.centos.1 ntpdate.x86_64 0:4.2.6p5-22.el7.centos.1 numactl-libs.x86_64 0:2.0.9-6.el7_2

 

[AndresT]

openldap.x86_64 0:2.4.40-8.el7 openldap-devel.x86_64 0:2.4.40-8.el7 openssh.x86_64 0:6.6.1p1-23.el7_2
openssh-clients.x86_64 0:6.6.1p1-23.el7_2 openssh-server.x86_64 0:6.6.1p1-23.el7_2 openssl.x86_64 1:1.0.1e-51.el7_2.2
openssl-libs.x86_64 1:1.0.1e-51.el7_2.2 p11-kit.x86_64 0:0.20.7-3.el7 p11-kit-trust.x86_64 0:0.20.7-3.el7
pam.x86_64 0:1.1.8-12.el7_1.1 pango.x86_64 0:1.36.8-2.el7 parted.x86_64 0:3.1-23.el7
pcre.x86_64 0:8.32-15.el7 pcre-devel.x86_64 0:8.32-15.el7 perl.x86_64 4:5.16.3-286.el7
perl-DB_File.x86_64 0:1.830-6.el7 perl-ExtUtils-Install.noarch 0:1.58-286.el7 perl-IO-Zlib.noarch 1:1.10-286.el7
perl-Package-Constants.noarch 1:0.02-286.el7 perl-Pod-Escapes.noarch 1:1.04-286.el7 perl-Test-Harness.noarch 0:3.28-3.el7
perl-devel.x86_64 4:5.16.3-286.el7 perl-libs.x86_64 4:5.16.3-286.el7 perl-macros.x86_64 4:5.16.3-286.el7
pigz.x86_64 0:2.3.3-1.el7.centos pixman.x86_64 0:0.32.6-3.el7 plesk-php52-ioncube-loader.x86_64 0:5.0.18-centos7.15101218
plesk-php53-ioncube-loader.x86_64 0:5.0.18-centos7.15101218 plesk-php53-pear.noarch 0:1.9.4-centos7.15102117 policycoreutils.x86_64 0:2.2.5-20.el7
polkit.x86_64 0:0.112-6.el7_2 postgresql.x86_64 0:9.2.14-1.el7_1 postgresql-libs.x86_64 0:9.2.14-1.el7_1
postgresql-server.x86_64 0:9.2.14-1.el7_1 procmail.x86_64 0:3.22-35.el7 procps-ng.x86_64 0:3.3.10-5.el7_2
psmisc.x86_64 0:22.20-9.el7 pth.x86_64 0:2.0.7-23.el7 pulseaudio-libs.x86_64 0:6.0-7.el7
pygobject3-base.x86_64 0:3.14.0-3.el7 pytalloc.x86_64 0:2.1.2-1.el7 python.x86_64 0:2.7.5-34.el7
python-backports.x86_64 0:1.0-8.el7 python-dns.noarch 0:1.12.0-1.20150617git465785f.el7 python-javapackages.noarch 0:3.4.1-11.el7
python-libs.x86_64 0:2.7.5-34.el7 python-pyudev.noarch 0:0.15-7.el7_2.1 python-setuptools.noarch 0:0.9.8-4.el7
python-urlgrabber.noarch 0:3.10-7.el7 rpm.x86_64 0:4.11.3-17.el7 rpm-build-libs.x86_64 0:4.11.3-17.el7
rpm-libs.x86_64 0:4.11.3-17.el7 rpm-python.x86_64 0:4.11.3-17.el7 rsync.x86_64 0:3.0.9-17.el7
rsyslog.x86_64 0:7.4.7-12.el7 samba.x86_64 0:4.2.3-11.el7_2 samba-common.noarch 0:4.2.3-11.el7_2
samba-libs.x86_64 0:4.2.3-11.el7_2 screen.x86_64 0:4.1.0-0.23.20120314git3c2946.el7_2 selinux-policy.noarch 0:3.13.1-60.el7_2.3
selinux-policy-targeted.noarch 0:3.13.1-60.el7_2.3 setup.noarch 0:2.8.71-6.el7 shadow-utils.x86_64 2:4.1.5.1-18.el7
shared-mime-info.x86_64 0:1.1-9.el7 spamassassin.x86_64 0:3.4.0-2.el7 sqlite.x86_64 0:3.7.17-8.el7
strace.x86_64 0:4.8-11.el7 subversion-libs.x86_64 0:1.7.14-10.el7 sudo.x86_64 0:1.8.6p7-16.el7
systemd.x86_64 0:219-19.el7_2.4 systemd-libs.x86_64 0:219-19.el7_2.4 systemd-python.x86_64 0:219-19.el7_2.4
systemd-sysv.x86_64 0:219-19.el7_2.4 systemtap-sdt-devel.x86_64 0:2.8-10.el7 tcpdump.x86_64 14:4.5.1-3.el7
tomcat.noarch 0:7.0.54-2.el7_1 tomcat-admin-webapps.noarch 0:7.0.54-2.el7_1 tomcat-el-2.2-api.noarch 0:7.0.54-2.el7_1
tomcat-jsp-2.2-api.noarch 0:7.0.54-2.el7_1 tomcat-lib.noarch 0:7.0.54-2.el7_1 tomcat-servlet-3.0-api.noarch 0:7.0.54-2.el7_1
tomcat-webapps.noarch 0:7.0.54-2.el7_1 ttmkfdir.x86_64 0:3.0.9-42.el7 tuned.noarch 0:2.5.1-4.el7_2.2
tzdata.noarch 0:2016a-1.el7 tzdata-java.noarch 0:2016a-1.el7 unixODBC.x86_64 0:2.3.1-11.el7
unzip.x86_64 0:6.0-15.el7 util-linux.x86_64 0:2.23.2-26.el7 valgrind.x86_64 1:3.10.0-16.el7
virt-what.x86_64 0:1.13-6.el7 xfsprogs.x86_64 0:3.2.2-2.el7 xorg-x11-font-utils.x86_64 1:7.5-20.el7
xorg-x11-proto-devel.noarch 0:7.7-12.el7 xz.x86_64 0:5.1.2-12alpha.el7 xz-libs.x86_64 0:5.1.2-12alpha.el7
yum-plugin-fastestmirror.noarch 0:1.1.31-34.el7 yum-utils.noarch 0:1.1.31-34.el7 zlib.x86_64 0:1.2.7-15.el7
zlib-devel.x86_64 0:1.2.7-15.el7

Complete!

 

[AndresT]

that was the last output i got from "yum update"

any ideas?

like i said before as the yum update screen was scrolling down the only thing that caught my eye was a fatal error that said something like:
kernel "fatal error unable to find a suitable template" when the kernel update was being installed....but the final package verification ran fine....

 

[KonstantinosS]

Can you try rebooting the server and/or viewing the reboot process through a KVM solution?

 

[pdsolutions1]

Hello,

I had a similar issue using one and one dedicated server running centos7 with plesk 12.5.
In my case was a driver problem and after the yum update, the system got down, the only way to save all my data was to mount all devices on the rescue system, then chroot /mnt and there you ll have all the contnent. I if your last backup is outdated, u need to export all data from the old server to a new one manually. To make it easy:

1. U need to use same OS with same plesk version, and same server configuration.
2. Connect to your old server trough ssh in rescue mode and mount all the cpu devices
3. If u are on Centos, copy all /var/www/vhosts/ on the new server, use rsync in order to send all your websites from the broken server to the new one (http://www.tecmint.com/rsync-local-remote-file-synchronization-commands/)
4. U'll need also to export all databases as well.
5. Don't forget about your emails.
---
As i know, u'll need to do it manually, i had the same issue and i successfully sent and restored, one by one 80GB of webpages from a broken server to a newer using same OS.

Cheers

 

[AndresT]

hello all, i talked to PLESK support (odin) many times that night and they told me that my plesk web host edition key DOES come with support but they now have a new policy since feb 14 that prevents me from opening incident support cases myself via odin like i've been doing in the past because my key was purchased via my server provider (OVH). the only way i can get plesk support incidents now is via OVH, i was told they have a code that allows OVH to open the support tickets.

I talked to OVH and they told me they were kinda of aware of this, but this was a new procedure and they have a department for this now that only works from 9-5, so i had to wait for 8 hours for this department to open. after the 8 hours i called again and they told me that the plesk department didn't take phone calls and that my OVH support ticket was forwarded to them, "they should call you if they need any more information" they said, they never asked about server access credentials so i was very concerned.... i waited for 1 more hour and made the decision to contact a private plesk tech myself, he worked for about 5 hours and fixed my problem....he told me some extra server packages broke plesk. i didn't hear from OVH during the 9-5 schedule were the OVH plesk support department was supposed to work....

this morning about 30 hours later after my 1st contact to OVH about the issue i got this response:

Hello,

We apologize for the unusual delay in response time. As for new procedure, you may forward the request to us and we will be able to create a ticket for the Plesk support for future reference. We will act as the intermediate party between you and Plesk.​

so if you want to get plesk support via odin DO NOT purchase plesk keys via resellers , i'm wondering now if we get Odin support if we get the plesk key directly from plesk.... will ask and update this thread with the information...

 

[trialotto]

@AndresT,

Sorry to hear about the situation, it is not nice to have a discussion with OVH and/or a lack of support by OVH (or Plesk).

In your last post, you stated

so if you want to get plesk support via odin DO NOT purchase plesk keys via resellers , i'm wondering now if we get Odin support if we get the plesk key directly from plesk.... will ask and update this thread with the information...

and that is not entirely correct, as I will explain.

First of all, a valid Plesk license can be used to create support tickets (i.e. at the site https://cscontact.plesk.com/) or get in contact with support representatives (i.e. Plesk Team).

This should be working for any license key, unless the license itself does not have support options included.

Second, OVH gives you messy support or no sufficient support at all.

This is a well-know phenomenon, that actually is unrelated to Plesk Team, license types or anything related to Plesk.

Third, resellers normally do give you the proper license keys, but hosting providers often offer servers with a different type of license key included.

This "different type of license key" is often not associated with support options, provided by Plesk or the Plesk Team.

Fourth, note that it can also occur that (specific) hosting providers charge you for a license, while factually not delivering a Plesk license with the licensed options, but only delivering a "part of a larger Plesk installation" that has the options that would normally belong to the specific license type.

This "license sharing" is illegal and it is rather logical that Plesk wants to take measures to prevent this.

Fifth, note that it can be the case that (specific) hosting providers use or sell "license types from the past", like the perpetual license for instance.

These types of licenses involve a different business and support model, but that should not make a difference: the license should be equally valid and have the options included.


All of the above implies that OVH is actually negligent in many areas, it has nothing to do with resellers in general and/or Plesk.

In conclusion, you should buy from a reseller (you often get a better deal), but not if that reseller is OVH (so it seems to be the case).

A small advice: you should go to another hosting provider or even claim some amount of damages with OVH, to be discounted upon future invoices.


Regards....

 

[AndresT]

In your last post, you stated

and that is not entirely correct, as I will explain.

First of all, a valid Plesk license can be used to create support tickets (i.e. at the site https://cscontact.plesk.com/) or get in contact with support representatives (i.e. Plesk Team).

This should be working for any license key, unless the license itself does not have support options included.

thanks for the long explanation but you are wrong my friend, if you read my post more carefully it states that there was a recent policy change mid february on plesk support (odin).... right now valid licenses provided from resellers can't create odin tickets....my post says clearly that i even called them over the phone and gave them my VALID plesk Web Host dedicated server key that used to include odin support ....the current situation is that if you got your key from a reseller like OVH you will get this text after you enter it on https://cscontact.plesk.com/form/32/?Product=Plesk :

• No valid support code provided

• It was identified that your Plesk license was purchased from one of the Plesk Partners. We strongly recommend that you request support from that provider. Plesk Partners are fully trained by Plesk and deliver best-in-the-industry support for Plesk products running on their infrastructure. You can use the product documentation (docs.plesk.com) and Knowledgebase (kb.plesk.com) to find a solution or ask a question on the Plesk Forum (talk.plesk.com). Plesk Partners should use their support codes to contact Plesk technical support team.

I was told by plesk phone support that my plesk is still supported, but you can''t open odin tickets (phone or plesk website) with your key yourself anymore....he said "talk to your reseller (OVH) they have a code that can open the odin ticket and we will fix your server with that ticket (from OVH)"....

so conclusion is: since mid february resold plesk keys even dedicated web host like mine CANNOT open plesk odin support tickets anymore.....so if you have a resold key forget about using odin like you have been doing for a while, now it's up to your reseller to handle your plesk support tickets

note that conclusion is based on the info provided by plesk phone support, then confirmed by OVH phone support. if you have a resold key give the odin website a try and find out for yourself....

 

[trialotto]

@AndresT,

Not really, I am not wrong: the policy change is barely relevant.

The support system from Plesk simply does not recognize your license key due to some limitations in license agreements between Plesk and OVH (or some code error, in the support site).

By the way, it is quite relevant to note that you should get support (from both Plesk and OVH) if you are still in your grace period, i.e the period in which your license is valid.

The policy change can certainly not change the legal obligations that are applicable to the support period.

That is, simply stated, buying support for one year should be "getting support" for one year: if your license did not expire yet, you should get the support, as specified with the license.

To be honest, do not let yourself be mangled between Plesk and OVH.

In general, OVH is responsible for providing the support AND the support with respect to licenses, while Plesk is responsible for some form of support (it certainly is not support to a high degree) unless Plesk and OVH have renegotiated their license agreements.

Again, you have an issue with OVH, not with Plesk.

Regards....

 

[AndresT]

anything is possible, but the plesk support person i talked to over the phone was pretty clear, and my license is a 100% valid plesk 12.5 dedicated web host active license (the most expensive one available). i just received odin support with that same key last week.....plesk phone support told me the policy change affected Resold plesk keys in general.....then OVH told me they were just made aware of this policy change and that they created the new plesk support team that only work from 9-5 that never got back to me during the day.

I hope this is a OVH + Plesk thing only, but i was told otherwise.

maybe someone with a resold key from another provider can give us a final confirmation on this....

 

[KonstantinosS]

@AndresT,

Not really, I am not wrong: the policy change is barely relevant.

The support system from Plesk simply does not recognize your license key due to some limitations in license agreements between Plesk and OVH (or some code error, in the support site).

By the way, it is quite relevant to note that you should get support (from both Plesk and OVH) if you are still in your grace period, i.e the period in which your license is valid.

The policy change can certainly not change the legal obligations that are applicable to the support period.

That is, simply stated, buying support for one year should be "getting support" for one year: if your license did not expire yet, you should get the support, as specified with the license.

To be honest, do not let yourself be mangled between Plesk and OVH.

In general, OVH is responsible for providing the support AND the support with respect to licenses, while Plesk is responsible for some form of support (it certainly is not support to a high degree) unless Plesk and OVH have renegotiated their license agreements.

Again, you have an issue with OVH, not with Plesk.

Regards....

@trialotto and @AndresT
Unfortunately Plesk keys (web host edition for dedicated servers) bought from resellers (mainly keys created through Parallels/Odin Key Administrator) cannot be used to create tickets until now. I've tested it myself with a dedicated Web Host license issued from my Key Administrator. I assume my support code would create the ticket, but I was assured way back in 2013 that it wouldn't be an issue (thank God for emails). I'm emailing my sales rep. for confirmation about this whole mixup, because it's pretty frustrating to all of us, as the support code includes limited free tickets, while the Plesk license (web host for dedicated servers) includes unlimited ones.

P.S. I've not received ANY information about this change from Parallels/Odin/Plesk, and my partnership agreement is still valid from what I know.


------------------------- Update -------------------------
Plesk license keys bought from resellers will be supported through resellers. Those are unfortunate news, and as a reseller, I've recently (3h ago) confirmed it through a sales rep. I'm not sure why this has occured, I'm sure it has to do with the whole Odin/Ingram Micro split and Plesk being a separate party after all.

@AndresT, if you want to have direct support from Plesk team, I suggest you ask OVH to cancel your key and buy one from Plesk directly. Sure, it's pricier, but it'll save you the burden of having to go through OVH every single time, and sometimes they offer extra choices, namely you can call them directly. I remember when I switched from iWeb's Plesk license that came with my 1st dedicated server, to purchasing a license directly from Parallels, because iWeb couldn't issue an add-on for my key that Parallels could.