License Management / couldn't connect to server / error while processing key

[bernhard76]

Hello,

I have a problem with communication to the update server, more details to follow:

PRODUCT, VERSION, MICROUPDATE, OPERATING SYSTEM, ARCHITECTURE
Parallels Plesk Panel, Version 10.4.4, Update #36, Debian Linux 2.6.32-5-686, Intel x86

PROBLEM DESCRIPTION
I get the following warning: You are currently operating within the grace period of your product license. To update your product license, select the Retrieve Keys option on the License Management page.

On the "Licence Management" page ist says:
Next license key update July 5, 2012
Key expiration date July 15, 2012

STEPS TO REPRODUCE
After I click on "Retrieve Keys" in the interface unter "Tools & Settings > License Management", I get the following error:
Couldn't connect to server

ACTUAL RESULT
I get mails like these when I try to retrieve the keys via the interface: Unable to update PLSK.xxxxxxxx.0000. An error occurred while processing your key. You can try updating it later. (xxx... = actual license key number)
I used to get mails like these before: Unable to update . An error occurred while processing your key. You can try updating it later. (note, that the license number was not inserted in these mails)
I did not update anything nor did I do anything else within License Management page.

EXPECTED RESULT
The license should be updated/prolonged, shouldn't it? Please help me, otherwise I cannot access the panel in five more days! :-(

ANY ADDITIONAL INFORMATION
I read some KB articles and can provide this information:

nslookup ka.parallels.com
Name: ka.parallels.com
Address: 77.245.23.80
(ok)

nmap -P0 -p5224 ka.parallels.com
PORT STATE SERVICE
5224/tcp filtered unknown
(it says "filtered" instead of "open" - is this a problem?)

traceroute ka.parallels.com
traceroute to ka.parallels.com (77.245.23.80), 30 hops max, 60 byte packets
1 static.113.251.9.5.clients.your-server.de (5.9.251.113) 0.464 ms 0.489 ms 0.521 ms
2 * * *
3 * * *
(it seems that reverse lookup doesn't work - problem?)

date
Son Jul 8 09:18:47 CEST 2012
(ok)

I also checked these articles:
http://kb.parallels.com/en/391
http://kb.parallels.com/113901
http://kb.parallels.com/en/465
http://kb.parallels.com/en/113023

What can I do? I would really appreciate any help.

I am rather familiar with debian linux, but to be honest, the days where I was used to setting up iptables firewalls and such stuff are long gone.

To be honest I try to do everything via the Plesk interface and as little as possible via ssh to keep the system as clean as possible for Plesk operations.

Thank you for your patience - I hope we can fix this problem.

Best regards,
Bernhard

 

[IgorG]

I see following state of KA port from my test environment:

$ nmap -P0 -p5224 ka.parallels.com

Starting Nmap 5.00 ( http://nmap.org ) at 2012-07-09 00:15 EDT
Interesting ports on ka.parallels.com (77.245.23.80):
PORT STATE SERVICE
5224/tcp open unknown

So, please check your firewall settings or something else in your network.

 

[bernhard76]

Problem solved. Thanks for the hint!