Changing Domain Name Led to Unexpected Behaviour (ref. Backups)

[PriyanA]

Hi,

Panel 11.5.30 Update #44
OS CentOS 6.4 (Final)

I will explain the best i can.

I was developing a website under Customer-1 > http://www.domaindemo.tld

Then i changed the Domain name to (via panel) > http://www.domain.tld Then subscribed to Customer-2

PROBLEM;

I recreated Customer-1 > http://www.domaindemo.tld

When i take backups on Customer-1 > http://www.domaindemo.tld. Its appear in Customer-2 > http://www.domain.tld

How can i correct this problem?

Regards,
PriyanA

 

[Kate T]

Hi,

Panel 11.5.30 Update #44
OS CentOS 6.4 (Final)

I will explain the best i can.

I was developing a website under Customer-1 > http://www.domaindemo.tld

Then i changed the Domain name to (via panel) > http://www.domain.tld Then subscribed to Customer-2

PROBLEM;

I recreated Customer-1 > http://www.domaindemo.tld

When i take backups on Customer-1 > http://www.domaindemo.tld. Its appear in Customer-2 > http://www.domain.tld

How can i correct this problem?

Regards,
PriyanA

Hello,

We could not reproduce the issue on out test environment. It seems we will need to investigate it on your server specifically in order to find the root cause. Could you submit a support ticket here: https://www.parallels.com/support/request/

 

[PriyanA]

Thank you for your reply Kate.

I will submit a support ticket soon. Not sure if I can do that with my License Code because this panel via a reseller of yours.

Anyway,

In that above explanation of what happened I've miss few things,

1. When changed the Domain name from Customer-1 > http://www.domaindemo.tld to (via panel) > http://www.domain.tld Then subscribed to Customer-2, I noticed that FTP password no longer working so I had to re-generate one.
2. Also it had older backups from Customer-1 > http://www.domaindemo.tld

Could anyone else recreate this issue?

Regards,
Priyan A

 

[PriyanA]

No Luck. Plesk Panel License code didn't work for your support, I've submitted a Ticket to my provider(web24, Australia). lets see what they have to say. I also requested them to submit a ticket for you guys if they are not able to resolve the issue.

 

[Kate T]

Thank you for your reply Kate.

I will submit a support ticket soon. Not sure if I can do that with my License Code because this panel via a reseller of yours.

Hello Priyan,

I'm afraid in this case the key will be rejected indeed. Please contact your Reseller support.

Anyway,

In that above explanation of what happened I've miss few things,

1. When changed the Domain name from Customer-1 > http://www.domaindemo.tld to (via panel) > http://www.domain.tld Then subscribed to Customer-2, I noticed that FTP password no longer working so I had to re-generate one.
2. Also it had older backups from Customer-1 > http://www.domaindemo.tld

Could anyone else recreate this issue?

Regards,
Priyan A

Sure, we will check it.

 

[Kate T]

No Luck. Plesk Panel License code didn't work for your support, I've submitted a Ticket to my provider(web24, Australia). lets see what they have to say. I also requested them to submit a ticket for you guys if they are not able to resolve the issue.

Indeed, the best way is to reach out to your Provider.
In a meanwhile we've tested both cases you've mentioned, please find results below:
1. could not reproduce on our test environment.
2. this is correct. There are different levels of backups: subscription > client > server. Backup of higher level includes backups of lower level.
In case you perform a backup of a client (Customer 1) his/her subscriptions backups are also created and are reflected under Subscription backups for this client (Customer 1). Since the Subscription backup is "attached" to the client those backups won't be deleted after renaming the client and will remain under Customer 1.

 

[PriyanA]

Hi Kate T,

Thank you for your replies.

My Reseller is still trying to resolve the problem but no luck.

If possible could you please tell me, where does it says who own what domain.

If i'm right, I think it should be in somewhere in 'psa' database.

I just checked SOA record for 'Customer-2' -> domain.tld but its it still set to 'Customer-1' email.

Somewhere down the line, i believe i have a corrupted 'psa database.

How can i resolve this problem?

It would be really helpful if you can tell me where to start looking?

Regards,
Priyan A

 

[Kate T]

Hi,

Panel 11.5.30 Update #44
OS CentOS 6.4 (Final)

I will explain the best i can.

I was developing a website under Customer-1 > http://www.domaindemo.tld

Then i changed the Domain name to (via panel) > http://www.domain.tld Then subscribed to Customer-2

PROBLEM;

I recreated Customer-1 > http://www.domaindemo.tld

When i take backups on Customer-1 > http://www.domaindemo.tld. Its appear in Customer-2 > http://www.domain.tld

How can i correct this problem?

Regards,
PriyanA

Hi Priyan,

The domain owner can be found in Plesk Control Panel under "Domains". There is a "Subscriber" column which provides the info. UI is a reflection of the database so even if you look there you find the same details.

 

[Kate T]

Priyan,

I've consulted experts additionally - we suspect the database is misconfigured after all those actions performed. It's hardly possible to investigate the issues through forum unfortunately since it's needed to look at the database and Control Panel directly. The ticket is still the best solution.

Tnx, Kate.

 

[PriyanA]

Thank you very much Kate T.

Web24 is currently look into the issue.

Like i mentioned before i can recreate the issue for any other domain as well.

Not sure why it cant be recreated in the test environment.

This is a PP 11.0.9(out-of-the-box) upgraded to PP 11.5(before any websites). Other than that we only made few changes to PHP Config in order to run Magento CMS.

Reason why we doing this is, When we build a website for customer who has a existing website. We build a demo website under our account, once its completed change the domain name and create them their own subscription. Then change their Name Saver to our server.

If we can use this PP domain rename feature and changing customer feature, it would really help us in this situation.

Regards,
Priyan A

 

[PriyanA]

Reply from My Provider.

"Parallels team has confirmed that this is a bug in Plesk panel. I have also notified about SOA record issue.

This issue will be fixed in the future updates and no ETA has been provided by Parallels."