Failed to update Plesk. To solve this problem, you can send the update log to Parallels support

[vlkm]

Hi, please last three days is this message with link to log file on home page of our plesk. Please what we have to do? Here are details of log file:
Execution failed.
Command: autoinstaller
Arguments: Array
(
[0] => --select-product-id
[1] => plesk
[2] => --select-release-current
[3] => --upgrade-installed-components
)

Details: Doing restart of Parallels Installer...
File downloading products.inf3: 100% was finished.
File downloading plesk.inf3: 10%..20%..30%..40%..50%..60%..70%..80%..90%..100% was finished.
File downloading ppsmbe.inf3: 18%..28%..39%..49%..59%..70%..80%..90%..100% was finished.
File downloading sitebuilder.inf3: 10%..22%..35%..48%..61%..74%..87%..100% was finished.
File downloading sso.inf3: 10%..24%..37%..51%..64%..78%..91%..100% was finished.
File downloading setemplates.inf3: 19%..44%..69%..94%..100% was finished.
File downloading pp-sitebuilder.inf3: 11%..20%..30%..40%..51%..61%..70%..80%..90%..100% was finished.
File downloading billing.inf3: 11%..20%..30%..40%..50%..61%..71%..80%..90%..100% was finished.
File downloading mysql.inf3: 25%..57%..100% was finished.
File downloading apache.inf3: 35%..100% was finished.
File downloading nginx.inf3: 11%..24%..31%..44%..51%..64%..70%..83%..90%..100% was finished.
File downloading php56.inf3: 31%..72%..100% was finished.
File downloading php55.inf3: 31%..72%..100% was finished.
File downloading php54.inf3: 100% was finished.
File downloading php53.inf3: 31%..72%..100% was finished.
File downloading php52.inf3: 31%..72%..100% was finished.
Checking for installed packages...
File downloading PSA_12.0.18/plesk-12.0.18-cos6-x86_64.inf3: 11%..20%..30%..40%..50%..61%..71%..81%..90%..100% was finished.
File downloading PSA_12.0.18/plesk-patches-12.0.18-cos6-x86_64.inf3: 10%..20%..31%..40%..50%..60%..70%..80%..90%..100% was finished.
File downloading SITEBUILDER_12.0.7/sitebuilder-12.0.7-rhall-all.inf3: 24%..56%..87%..100% was finished.
File downloading BILLING_12.0.18/billing-12.0.18-rhall-all.inf3: 100% was finished.
File downloading NGINX_1.6.0/nginx-1.6.0-cos6-x86_64.inf3: 100% was finished.
File downloading PHP_5.6.12/php56-5.6.12-cos6-x86_64.plesk12.inf3: 13%..31%..48%..66%..84%..100% was finished.
File downloading PHP_5.5.28/php55-5.5.28-cos6-x86_64.plesk12.inf3: 13%..31%..48%..66%..84%..100% was finished.
File downloading PHP_5.4.44/php54-5.4.44-cos6-x86_64.plesk12.inf3: 13%..31%..48%..66%..84%..100% was finished.
File downloading PHP_5.3.29/php53-5.3.29-cos6-x86_64.plesk12.inf3: 13%..30%..47%..64%..81%..100% was finished.
File downloading PHP_5.2.17/php52-5.2.17-cos6-x86_64.plesk12.inf3: 13%..31%..48%..66%..84%..100% was finished.
Loaded plugins: priorities

epel/metalink | 25 kB 00:00

epel | 4.3 kB 00:00
epel/primary_db 54% [======== ] 0.0 B/s | 3.1 MB --:-- ETA

epel/primary_db | 5.7 MB 00:00


Detecting installed product components.
Gathering information about installed license key...
Launching component checkers...
File downloading PSA_12.0.18/examiners/panel_preupgrade_checker.php: 10%..20%..30%..40%..50%..66%..77%..80%..90%..100% was finished.
File downloading PSA_12.0.18/examiners/php_launcher.sh: 100% was finished.
Loaded plugins: priorities

PHP_5_2_17-dist | 2.9 kB 00:00

PHP_5_2_17-thirdparty | 2.9 kB 00:00

PHP_5_3_29-dist | 2.9 kB 00:00

PHP_5_3_29-thirdparty | 2.9 kB 00:00

PHP_5_4_44-dist | 2.9 kB 00:00

PHP_5_4_44-thirdparty | 2.9 kB 00:00

PHP_5_5_28-dist | 2.9 kB 00:00

PHP_5_5_28-thirdparty | 2.9 kB 00:00

PHP_5_6_12-dist | 2.9 kB 00:00

PHP_5_6_12-thirdparty | 2.9 kB 00:00

PPB_12_0_18-dist | 951 B 00:00

PPB_12_0_18-thirdparty | 951 B 00:00

PSA_12_0_18-dist | 2.9 kB 00:00

PSA_12_0_18-thirdparty | 2.9 kB 00:00

SITEBUILDER_12_0_7-dist | 951 B 00:00

SITEBUILDER_12_0_7-thirdparty | 951 B 00:00
Exception: Failed to solve dependencies:
plesk-modsecurity-configurator-12.0.18-cos6.build1200150814.14.noarch requires ca-certificates >= 2013.1.95

ERROR: The Yum utility failed to install the required packages.
Attention! Your software might be inoperable.
Please, contact product technical support.

 

[IgorG]

Make sure that you have installed ca-certificate package from OS vendor with needed version. For example, on my test Plesk 12 server I see:

[root@ppu12-0 ~]# rpm -qi ca-certificates
Name : ca-certificates Relocations: (not relocatable)
Version : 2015.2.4 Vendor: CentOS
Release : 65.0.1.el6_6 Build Date: Wed 06 May 2015 02:52:11 PM NOVT

 

[cookkoo]

I have the same issue, but the details is different.

Execution failed.
Command: autoinstaller
Arguments: Array
(
[0] => --select-product-id
[1] => plesk
[2] => --select-release-current
[3] => --upgrade-installed-components
[4] => --include-components-from-class
[5] => vendor=parallels
[6] => --include-components-from-class
[7] => patched
)

Installing packages
is running
Stopping sw_engine service... done
mysqldump: Got error: 1932: "Table 'horde.content_schema_info' doesn't exist in engine" when using LOCK TABLES
Job for mysql.service failed. See 'systemctl status mysql.service' and 'journalctl -xn' for details.

**** Product prep-install started.

===> Checking for previous installation ... found.
Create user 'psaadm' and group 'psaadm'
Checking for the group 'psaadm'...
Group 'psaadm' already exists

Checking for the user 'psaadm'...
User 'psaadm' already exists

Create group swkey-data
Checking for the group 'swkey-data'...
Group 'swkey-data' already exists

Checking for the group 'swkey-data'...
Trying to add supplementary group 'swkey-data' for user 'psaadm'... already there
Create Mail accounts
Checking for the group 'popuser'...
Group 'popuser' already exists

Checking for the user 'popuser'...
User 'popuser' already exists

Checking for the user 'mhandlers-user'...
User 'mhandlers-user' already exists

Trying to got legacy variables... done
Trying to save legacy variables... done
Trying to resolve hostname 'cookkoo.com' and validate its IP address... done


===> Checking for the necessary system accounts
Checking for the system groups and users necessary for admin server...
Checking for the group 'psaadm'...
Group 'psaadm' already exists

Checking for the user 'psaadm'...
User 'psaadm' already exists

Checking for the group 'psaserv'...
Group 'psaserv' already exists

Checking for the group 'psaserv'...
Trying to add supplementary group 'psaserv' for user 'psaadm'... already there
Checking for the group 'psacln'...
Group 'psacln' already exists

Checking that /opt/psa/bin/chrootsh registered as login shell...


===> Performing safe prep-install database actions


===> Upgrading database

Trying to start service mysql... /usr/sbin/mysqld (pid 23310) is running...
done
Trying to establish test connection... connected
done
Trying to find psa database... version is 012005030
Version is OK, no need to create psa database.
Trying to backup MySQL database... done
MySQL databases are dumped to /var/lib/psa/dumps/mysql.preupgrade.12.5.30-12.5.30.20160528-062529.dump.gz
Trying to allow INNODB engine... done
Restarting mysql Trying to restart service mysql... /usr/sbin/mysqld (pid 23310) is running...
* mysql.service - MySQL Server
Loaded: loaded (/lib/systemd/system/mysql.service; disabled)
Active: activating (auto-restart) (Result: exit-code) since Sat 2016-05-28 06:25:45 ICT; 4ms ago
Process: 14104 ExecStartPre=/usr/bin/mysqld_pre_systemd (code=exited, status=203/EXEC)

May 28 06:25:45 cookkoo.com systemd[1]: mysql.service: control process exited, code=exited status=203
May 28 06:25:45 cookkoo.com systemd[1]: Failed to start MySQL Server.
May 28 06:25:45 cookkoo.com systemd[1]: Unit mysql.service entered failed state.

WARNING!
Some problems are found during restart service mysql(see log file: /var/log/plesk/install/plesk_12.5.30_installation.log)

Continue...

**** Product prep-install started.

===> Checking for previous installation ... found.
Create user 'psaadm' and group 'psaadm'
Checking for the group 'psaadm'...
Group 'psaadm' already exists

Checking for the user 'psaadm'...
User 'psaadm' already exists

Create group swkey-data
Checking for the group 'swkey-data'...
Group 'swkey-data' already exists

Checking for the group 'swkey-data'...
Trying to add supplementary group 'swkey-data' for user 'psaadm'... already there
Create Mail accounts
Checking for the group 'popuser'...
Group 'popuser' already exists

Checking for the user 'popuser'...
User 'popuser' already exists

Checking for the user 'mhandlers-user'...
User 'mhandlers-user' already exists

Trying to got legacy variables... done
Trying to save legacy variables... done
Trying to resolve hostname 'cookkoo.com' and validate its IP address... done


===> Checking for the necessary system accounts
Checking for the system groups and users necessary for admin server...
Checking for the group 'psaadm'...
Group 'psaadm' already exists

Checking for the user 'psaadm'...
User 'psaadm' already exists

Checking for the group 'psaserv'...
Group 'psaserv' already exists

Checking for the group 'psaserv'...
Trying to add supplementary group 'psaserv' for user 'psaadm'... already there
Checking for the group 'psacln'...
Group 'psacln' already exists

Checking that /opt/psa/bin/chrootsh registered as login shell...


===> Performing safe prep-install database actions


===> Upgrading database

Trying to start service mysql... /usr/sbin/mysqld (pid 23310) is running...
done
Trying to establish test connection... connected
done
Trying to find psa database... version is 012005030
Version is OK, no need to create psa database.
Trying to backup MySQL database... done
MySQL databases are dumped to /var/lib/psa/dumps/mysql.preupgrade.12.5.30-12.5.30.20160528-062529.dump.gz
Trying to allow INNODB engine... done
Restarting mysql Trying to restart service mysql... /usr/sbin/mysqld (pid 23310) is running...
* mysql.service - MySQL Server
Loaded: loaded (/lib/systemd/system/mysql.service; disabled)
Active: activating (auto-restart) (Result: exit-code) since Sat 2016-05-28 06:25:45 ICT; 4ms ago
Process: 14104 ExecStartPre=/usr/bin/mysqld_pre_systemd (code=exited, status=203/EXEC)

May 28 06:25:45 cookkoo.com systemd[1]: mysql.service: control process exited, code=exited status=203
May 28 06:25:45 cookkoo.com systemd[1]: Failed to start MySQL Server.
May 28 06:25:45 cookkoo.com systemd[1]: Unit mysql.service entered failed state.

WARNING!
Some problems are found during restart service mysql(see log file: /var/log/plesk/install/plesk_12.5.30_installation.log)

Continue...


ERROR while trying to restart MySQL
Check the error reason(see log file: /var/log/plesk/install/plesk_12.5.30_installation.log), fix and try again


gzip: stdout: Broken pipe
Stopping sw-cp-server (via systemctl): sw-cp-server.service.
Starting sw_engine service... done
Starting sw_cp_server service... done
Starting mysql service... already started
Starting named service... already started
Starting mailer service... already started
Starting spamfilter service... already started
Starting tomcat service... not installed
Starting apache service... already started
Starting superserver service... already started
Starting sw_engine service... already started
Starting drweb service... already started
***** problem report *****
ERROR while trying to restart MySQL
Check the error reason(see log file: /var/log/plesk/install/plesk_12.5.30_installation.log), fix and try again

ERROR: An error occurred during performing of installation PREP actions (see log for details). Installation was rolled back.
Warning! Not all packages were installed.
Please check if your system services are operable.
Please resolve this issue and try installing the packages again.
If you cannot resolve the issue on your own, contact product technical support for assistance.

 

[IgorG]

Obviously, something wrong with mysql server. Have you tried to find a reason in mysql log?

 

[cookkoo]

I don't understand the meaning in log file. Please help to analize too.

160522 19:05:58 [ERROR] mysqld: Can't lock aria control file '/var/lib/mysql/aria_log_control' for exclusive use, error: 11. Will retry for 30 seconds
160522 19:06:29 [ERROR] mysqld: Got error 'Could not get an exclusive lock; file is probably in use by another process' when trying to use aria control file '/var/lib/mysql/aria_log_control'
160522 19:06:29 [ERROR] Plugin 'Aria' init function returned error.
160522 19:06:29 [ERROR] Plugin 'Aria' registration as a STORAGE ENGINE failed.
160522 19:06:29 [Note] InnoDB: Using mutexes to ref count buffer pool pages
160522 19:06:29 [Note] InnoDB: The InnoDB memory heap is disabled
160522 19:06:29 [Note] InnoDB: Mutexes and rw_locks use GCC atomic builtins
160522 19:06:29 [Note] InnoDB: Memory barrier is not used
160522 19:06:29 [Note] InnoDB: Compressed tables use zlib 1.2.8
160522 19:06:29 [Note] InnoDB: Using Linux native AIO
160522 19:06:29 [Note] InnoDB: Using CPU crc32 instructions
160522 19:06:29 [Note] InnoDB: Initializing buffer pool, size = 128.0M
160522 19:06:29 [Note] InnoDB: Completed initialization of buffer pool
160522 19:06:29 [ERROR] InnoDB: Unable to lock ./ibdata1, error: 11
160522 19:06:29 [Note] InnoDB: Check that you do not already have another mysqld process using the same InnoDB data or log files.
160522 19:06:29 [Note] InnoDB: Retrying to lock the first data file

160522 19:08:09 [Note] InnoDB: Check that you do not already have another mysqld process using the same InnoDB data or log files.
160522 19:08:09 [Note] InnoDB: Unable to open the first data file
2016-05-22 19:08:09 7fcfbe98c780 InnoDB: Operating system error number 11 in a file operation.
InnoDB: Error number 11 means 'Resource temporarily unavailable'.
InnoDB: Some operating system error numbers are described at
InnoDB: http://dev.mysql.com/doc/refman/5.6/en/operating-system-error-codes.html
160522 19:08:09 [ERROR] InnoDB: Can't open './ibdata1'
160522 19:08:09 [ERROR] InnoDB: Could not open or create the system tablespace. If you tried to add new data files to the system tablespace, and it failed here, you should now edit innodb_data_file_path in my.cnf back to what it was, and remove the new ibdata files InnoDB created in this failed attempt. InnoDB only wrote those files full of zeros, but did not yet use them in any way. But be careful: do not remove old data files which contain your precious data!
160522 19:08:09 [ERROR] Plugin 'InnoDB' init function returned error.
160522 19:08:09 [ERROR] Plugin 'InnoDB' registration as a STORAGE ENGINE failed.
160522 19:08:09 [ERROR] Unknown/unsupported storage engine: InnoDB
160522 19:08:09 [ERROR] Aborting

 

[cookkoo]

InnoDB: Error number 11 means 'Resource temporarily unavailable'.
InnoDB: Some operating system error numbers are described at
InnoDB: http://dev.mysql.com/doc/refman/5.6/en/operating-system-error-codes.html
160522 19:14:44 [ERROR] InnoDB: Can't open './ibdata1'
160522 19:14:44 [ERROR] InnoDB: Could not open or create the system tablespace. If you tried to add new data files to the system tablespace, and it failed here, you should now edit innodb_data_file_path in my.cnf back to what it was, and remove the new ibdata files InnoDB created in this failed attempt. InnoDB only wrote those files full of zeros, but did not yet use them in any way. But be careful: do not remove old data files which contain your precious data!
160522 19:14:44 [ERROR] Plugin 'InnoDB' init function returned error.
160522 19:14:44 [ERROR] Plugin 'InnoDB' registration as a STORAGE ENGINE failed.
160522 19:14:44 [Note] Plugin 'FEEDBACK' is disabled.
160522 19:33:48 [Note] InnoDB: Using mutexes to ref count buffer pool pages
160522 19:33:48 [Note] InnoDB: The InnoDB memory heap is disabled
160522 19:33:48 [Note] InnoDB: Mutexes and rw_locks use GCC atomic builtins
160522 19:33:48 [Note] InnoDB: Memory barrier is not used
160522 19:33:48 [Note] InnoDB: Compressed tables use zlib 1.2.8
160522 19:33:48 [Note] InnoDB: Using Linux native AIO
160522 19:33:48 [Note] InnoDB: Using CPU crc32 instructions
160522 19:33:48 [Note] InnoDB: Initializing buffer pool, size = 128.0M
160522 19:33:48 [Note] InnoDB: Completed initialization of buffer pool
160522 19:33:48 [Note] InnoDB: Highest supported file format is Barracuda.
160522 19:33:48 [Note] InnoDB: The log sequence numbers 0 and 0 in ibdata files do not match the log sequence number 1600607 in the ib_logfiles!
160522 19:33:48 [Note] InnoDB: Database was not shutdown normally!
160522 19:33:48 [Note] InnoDB: Starting crash recovery.
160522 19:33:48 [Note] InnoDB: Reading tablespace information from the .ibd files...
160522 19:33:51 [Note] InnoDB: Restoring possible half-written data pages
160522 19:33:51 [Note] InnoDB: from the doublewrite buffer...
160522 19:33:51 [Note] InnoDB: 128 rollback segment(s) are active.
160522 19:33:51 [Note] InnoDB: Waiting for purge to start
160522 19:33:51 [Note] InnoDB: Percona XtraDB (http://www.percona.com) 5.6.26-76.0 started; log sequence number 1600607
160522 19:33:51 [Note] Plugin 'FEEDBACK' is disabled.
160522 19:33:51 [Note] Server socket created on IP: '::'.
160522 19:33:51 [Warning] 'proxies_priv' entry '@% root@host' ignored in --skip-name-resolve mode.
160522 19:33:51 [Warning] InnoDB: Cannot open table mysql/gtid_slave_pos from the internal data dictionary of InnoDB though the .frm file for the table exists. See http://dev.mysql.com/doc/refman/5.6/en/innodb-troubleshooting.html for how you can resolve the problem.
160522 19:33:51 [Warning] Failed to load slave replication state from table mysql.gtid_slave_pos: 1932: Table 'mysql.gtid_slave_pos' doesn't exist in engine
160522 19:33:51 [Note] /usr/sbin/mysqld: ready for connections.
Version: '10.0.23-MariaDB-0+deb8u1' socket: '/var/run/mysqld/mysqld.sock' port: 3306 (Debian)
160522 19:33:53 [Warning] InnoDB: Cannot open table psa/APSApplicationItems from the internal data dictionary of InnoDB though the .frm file for the table exists. See http://dev.mysql.com/doc/refman/5.6/en/innodb-troubleshooting.html for how you can resolve the problem.

 

[IgorG]

Looks like that InnoDB engine is corrupted. It is out of Plesk scope. You can try to use this KB article for repairing it - https://kb.plesk.com/en/6586 or try to use official MySQL documentation.

 

[cookkoo]

I've test again by restored Database through PLESK dashboard , it's unsuccessful and display.

Restoration Task June 1, 2016 12:31 AM Details
Info: Restore database user "xxxx"
The password was generated for user 'Database user xxxx'. New password is 'xxxx'
Warning: Restore database user "xxxx"
Failed deployment of database user xxxx of database admin_xxxx
Warning:
Execution of /opt/psa/admin/plib/api-cli/database.php --update admin_xxxx -update_user xxxx -server localhost:3306 -type mysql -print-id -set-acl % -set-privileges Select,Insert,Update,Delete,Create,Drop,Index,Alter,Create\ Temporary\ Tables,Lock\ Tables,Create\ View,Show\ View -passwd '' -ignore-nonexistent-options failed with return code 1. Stderr is Unable to update database user properties: Table 'mysql.user' doesn't exist

The error shows "Table 'mysql.user' doesn't exist". The database tables of mySQL database is getting deleted when i try to import the database via plesk. mySQL database restore works fine when it is done through my server Backend.

Few days ago, i restored mysql database and it again got deleted when i tried to import the Database via Plesk Frontend.

Please help to suggestion.

 

[cookkoo]

Hello IgorG , Have you any suggestion ?

 

[IgorG]

Hello IgorG , Have you any suggestion ?

I can suggest you contact Plesk Support Team. It is very difficult to fix this completely damaged mysql server in format of forum discussion. Investigation directly on your server is required.

 

[cookkoo]

After i contact with some freelancer on freelancer.com , And they can not fix this. Please help to suggest for , What is the best channel to contact with Plesk Support Team ? Thank you

 

[NatalyaF]

Where did you purchase the license? If you bought it from us directly, you can create a ticket here: https://cscontact.plesk.com/form/32/?Product=Plesk
If you purchased Plesk from the reseller please contact him directly for the support.