Cannot access Backup Manager (Tools & Settings or any Subscription)

[webbing]

Good evening,

After a successful upgrade from 11.5.30 to 12.0.8 the Backup Manager cannot be accessed anymore. The system replies with:

Internal error: Failed to parse response. Reason: Failed to read data from stream Process output:

Message Failed to parse response. Reason: Failed to read data from stream Process output:
File PMMConnector.php
Line 708
Type PleskPMMResponseException

Apparently the backups are not saved anymore either.

Can you please help me with this issue?

 

[webbing]

Some extracts from the logs, maybe somebody can help me with a solution.

Thanks!

[2014-07-12 18:59:07] ERR [panel] Failed to parse response. Reason: Failed to read data from stream Process output: :
0: PMMConnector.php:708
PMMConnector->getResponse(object of type StreamXMLReader)
1: PMMConnector.php:582
PMMConnector->getConfigParameters()
2: BackupServerWideSettings.php:172
BackupServerWideSettings->init()
3: BackupServerWideSettings.php:23
BackupServerWideSettings->__construct()
4: cuScheduledBackup.php:140
cuScheduledBackup->createDump(string '30')
5: cuScheduledBackup.php:53
cuScheduledBackup->__construct()
6: scheduled_backup.php:18
[2014-07-12 18:59:07] ERR [panel] Failed to parse response. Reason: Failed to read data from stream Process output: :
0: PMMConnector.php:708
PMMConnector->getResponse(object of type StreamXMLReader)
1: PMMConnector.php:582
PMMConnector->getConfigParameters()
2: BackupServerWideSettings.php:172
BackupServerWideSettings->init()
3: BackupServerWideSettings.php:23
BackupServerWideSettings->__construct()
4: cuScheduledBackup.php:140
cuScheduledBackup->createDump(string '33')
5: cuScheduledBackup.php:53
cuScheduledBackup->__construct()
6: scheduled_backup.php:18
[2014-07-12 18:59:07] ERR [panel] Failed to parse response. Reason: Failed to read data from stream Process output: :
0: PMMConnector.php:708
PMMConnector->getResponse(object of type StreamXMLReader)
1: PMMConnector.php:582
PMMConnector->getConfigParameters()
2: BackupServerWideSettings.php:172
BackupServerWideSettings->init()
3: BackupServerWideSettings.php:23
BackupServerWideSettings->__construct()
4: cuScheduledBackup.php:140
cuScheduledBackup->createDump(string '36')
5: cuScheduledBackup.php:53
cuScheduledBackup->__construct()
6: scheduled_backup.php:18

 

[yabado]

Where is the log you are referencing?

I am seeing same issue on a fresh install of PP12

 

[webbing]

The log is store under /usr/local/psa/admin/logs/panel.log

After several investigations with my support team:

1. there was one file with incorrect permissions

[root@server ~]# stat /usr/local/psa/admin/sbin/mod_wrapper
  File: `/usr/local/psa/admin/sbin/mod_wrapper'
  Size: 17408           Blocks: 48         IO Block: 4096   regular file
Device: fc00h/64512d    Inode: 4874560     Links: 1
Access: (0110/---x--x---)  Uid: (    0/    root)   Gid: (  500/  psaadm)
Access: 2014-07-13 15:01:35.000000000 +0300
Modify: 2014-06-06 13:05:12.000000000 +0300
Change: 2014-07-13 15:31:20.000000000 +0300

2. we ran the repair script suggested by Plesk

/usr/local/psa/bootstrapper/pp12.0.18-bootstrapper/bootstrapper.sh repair

3. in the end we realised that the problem is caused by a XML library

PleskPMMResponseException: Failed to parse response. Reason: Failed to read data from stream Process output:
file: /usr/local/psa/admin/plib/backup/protocol/PMMConnector.php
line: 708
code: 0
trace: #0 /usr/local/psa/admin/plib/backup/protocol/PMMConnector.php(299): PMMConnector->getResponse(Object(StreamXMLReader))
#1 /usr/local/psa/admin/plib/CommonPanel/Controller/Action/Backup/Trait.php(1628): PMMConnector->getTasksList(Array, Array, NULL, 'server')
#2 /usr/local/psa/admin/plib/CommonPanel/Controller/Action/Backup/Trait.php(1370): Admin_BackupController->_getStatuses()
#3 /usr/local/psa/admin/plib/CommonPanel/Controller/Action/Backup/Trait.php(58): Admin_BackupController->_getBackupLocalList()
#4 /usr/local/psa/admin/externals/Zend/Controller/Action.php(516): Admin_BackupController->localRepositoryAction()
#5 /usr/local/psa/admin/externals/Zend/Controller/Dispatcher/Standard.php(295): Zend_Controller_Action->dispatch('localRepository...')
#6 /usr/local/psa/admin/externals/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/plib/Application/Web.php(38): Zend_Controller_Front->dispatch(NULL)
#8 /usr/local/psa/admin/htdocs/application.php(15): Plesk\Application_Web->run()
#9 {main}

... however we were not sure due to the fact that /usr/local/psa/admin/plib/backup/protocol/PMMConnector.php is encrypted.

The situation was solved by installing the Migration & Transfer Manager package which probably corrected or installed the missing files. This is very strange as I am 100% positive that this package was installed before we upgraded from 11.5.30 to 12.0.8 (we even used it a couple of time to transfer data).

However, this is how we managed to solve the issue.

Good luck!