Issue Can't process products.inf3 404 File Not Found

[Steve Tozer]

Hello,

When our Plesk server tries to install the micro updates every night we are getting the below error, Also when trying to reinstall the micro updates manually

./autoinstaller --select-product-id plesk --select-release-current --reinstall-patch --install-component panel
Doing restart of Plesk Installer...
Downloading file products.inf3: 0%
Downloading file versions.inf3: 0%

ERROR: Failed to read product information from the file : Can't process products.inf3: Failed to download the file http://autoinstall.plesk.com/products.inf3:
The requested URL returned error: 404

Can't process versions.inf3: Failed to download the file http://autoinstall.plesk.com/versions.inf3:
The requested URL returned error: 404


Not all packages were installed.
Please resolve this issue and try to install the packages again.
If you cannot resolve the issue on your own, contact product technical support for assistance.

Thanks

 

[UFHH01]

Hi Steve Tozer,

unfortunately, you didn't use the => FORUM SEARCH OPTION , or the => SEARCH at the Plesk Knowledge base at all, but your issue has been discussed here in the forum quite a few times and there are as well corresponding KB - articles for such an issue.

I will help you a bit by providing complete SEARCH - URLs, as for example:

https://talk.plesk.com/search/search?&keywords="ERROR:+Failed+to+read+product+information+from+the+file"

https://talk.plesk.com/search/search?&keywords="Can't+process+products.inf3"


https://kb.plesk.com/?q=ERROR: Failed to read product information from the file&qprod=1&qlang=de&qLangEn=0&displayNumber=20&displayPublic

https://kb.plesk.com/?q=Can't process products.inf3&qprod=1&qlang=de&qLangEn=0&displayNumber=20&displayPublic​

 

[Steve Tozer]

@UFHH01 Thanks for the not very helpful reply! I can manage to search the forums myself

If you read my error properly you will see none of those are related to my issue - I can resolve the URL just fine

Welcome for any other suggestions to fix it

 

[UFHH01]

Hi Steve Tozer,

well, sorry to write that, but you don't provide enough informations, which only lead to guessings.

We don't know, which operating system you use.
We don't know what you did to fix the issue.
We don't know, if you adjusted the "hosts" - file on your server as suggested in threads and KB - articles.
We don't know, if your "yum cache files" are corrupted and if you tried to move the "yum cache folder" out of the way, to force "yum" to rebuild a new cache on CentOS/RHEL - based servers.
We don't know, if you use a firewall on your server.
...
...
...​

... as you can see, there are a lot of reason, why you could experience such issues, but without further informations, we are only able to suggest to use the forum / KB - search options, which all provide informations, how to solve several sorts of issues with the "Plesk autoinstaller".

 

[IgorG]

What is the output of the following command on your server:

# wget http://autoinstall.plesk.com/versions.inf3

For example, on my server I see:

# wget http://autoinstall.plesk.com/versions.inf3
--2016-10-26 16:43:55-- http://autoinstall.plesk.com/versions.inf3
Resolving autoinstall.plesk.com (autoinstall.plesk.com)... 87.245.204.24
Connecting to autoinstall.plesk.com (autoinstall.plesk.com)|87.245.204.24|:80... connected.
HTTP request sent, awaiting response... 200 OK
Length: 232463 (227K) [text/xml]
Saving to: 'versions.inf3'

100%[=========================================================================================================>] 232,463 1.10MB/s in 0.2s

2016-10-26 16:43:58 (1.10 MB/s) - 'versions.inf3' saved [232463/232463]

 

[TomBoB]

check your hosts file. [etc/hosts on centos/redhat]
you likely have a line in there that points autoinstall.plesk.com to a certain ip address.
remove that line.
you should be good to go.

[if your hosts file directs the domain autoinstall.plesk.com to a wrong server, it will connect but throw a 404 error as the file doen't exist on that server.]

[my provider had it configured that way. when they changed the infrastructure I ended up with the same scenario. In effect, the server wasn't actually downloading plesk updates from the real plesk update server but from a server belonging to my provider. Which obviously stopped working when they changed its use. But with my plesk still looking for because told so in the hosts file]

Just my two cents worth of thought...
Tom

 

[La Linea]

Same error here on SEVEARL plesk driven servers where updates fail for several days (or is it weeks?!).

The requested output (even though it is clearly not a resolving issue since it undoubtedly says 404 file not found):

wget http://autoinstall.plesk.com/products.inf3
--2016-10-27 11:55:27-- http://autoinstall.plesk.com/products.inf3
Resolving autoinstall.plesk.com... 93.184.221.133
Connecting to autoinstall.plesk.com|93.184.221.133|:80... connected.
HTTP request sent, awaiting response... 404 Not Found
2016-10-27 11:55:27 ERROR 404: Not Found.​

Same goes for

autoinstall.plesk.com. 2128 IN CNAME 1727842103.rsc.cdn77.org.
1727842103.rsc.cdn77.org. 34 IN A 185.152.65.76​

or any other of the various ip's that I tried like ... 185.59.220.12 etc.

And no, it does NOT matter what Plesk version and sytsem I am running.

The file simply DOES NOT EXIST on these servers anymore.

Just open your browser with http://autoinstall.plesk.com and you will see there are directories only:

What is the output of the following command on your server:

# wget http://autoinstall.plesk.com/versions.inf3

For example, on my server I see:

# wget http://autoinstall.plesk.com/versions.inf3
--2016-10-26 16:43:55-- http://autoinstall.plesk.com/versions.inf3
Resolving autoinstall.plesk.com (autoinstall.plesk.com)... 87.245.204.24
Connecting to autoinstall.plesk.com (autoinstall.plesk.com)|87.245.204.24|:80... connected.
HTTP request sent, awaiting response... 200 OK
Length: 232463 (227K) [text/xml]
Saving to: 'versions.inf3'

100%[=========================================================================================================>] 232,463 1.10MB/s in 0.2s

2016-10-26 16:43:58 (1.10 MB/s) - 'versions.inf3' saved [232463/232463]

 

[IgorG]

Do you have any records about autoinstall.plesk.com in /etc/hosts file? If yes - remove it!

 

[La Linea]

Btw, the issue seems to be "solved" here.

One of my servers did indeed update plesk without errors. It was the only box with an entry for autoinstall.plesk.com in /etc/hosts. I simply used it temporarily for my others boxes and they all updated fine. This is on five different locations (different DNS Servers, different networks, similar plesk 12.0.x).

After that I removed the hosts entries again and yet they still seem to connect to the correct servers and do the update check without errors ... ?!? *wtf*

And yes, the attempt with the browser was nonsense. Just forget it!

 

[TomBoB]

After that I removed the hosts entries again and yet they still seem to connect to the correct servers and do the update check without errors ... ?!? *wtf*

If I may elaborate on my previous post and why I suggested removing autoinstall.plesk.com from the hosts file - Lets call it "experience" - as I had *exactly* that issue including 404 error:

Food for thought

Multiple servers, one not updating. Identical setup. [Didn't think of the hosts file yet]
All servers connect to autoupdate.plesk.com - so no connection problem.
Most our servers update, but one cannot find that specific file with 404 error... how possible?... only if that one server is *factually* not talking to the same plesk update server as our other ones. ... how is that possible with identical DNS settings? ... "hosts" file comes to mind as entries in there have higher priority than (are processed instead) regular DNS settings. ... checked the file and indeed, there is an entry for autoupdate.plesk.com in there.
To test, ran "ping autoupdate.plesk.com" on a server that updates and on the server that doesn't... different ip addresses!!
Removed the autoupdate.plesk.com entry in the hosts file and everything started to work.

Had checked the timestamp on the hosts file that caused the trouble. Same as install date of the server.
In short, the company that set up the server for us had that line included to point/redirect autoinstall.plesk.com to one of their servers. (Maybe as a cache or fault tolerance measure on their part?)

Anyway, in the end, it isn't actually a Plesk issue but one where the underlying OS'es settings screws with Plesk... if you allow me to call it that

Tom

 

[UFHH01]

Anyway, in the end, it isn't actually a Plesk issue but one where the underlying OS'es settings screws with Plesk... if you allow me to call it that

Unfortunately, some server provider "think", that their custom image file to install Plesk either for a VPS, or a dedicated root server, makes it easier for the customers to install Plesk and it's components, just like to provide several pre-configured image files for the operating systems, but often enough these image - files are outdated and the server hoster doesn't care or forgot, that they defined custom "hosts" - files, or other configurations, in their images. In fact, Plesk itself doesn't place any entries there at all, just like Plesk doesn't place any entries at "/etc/resolv.conf", which is as well a known practice from several server hosters, which can cause errors/issues/problems.