Nothing happens while creating subscription - Plesk database inconsistency

[DennisAm]

Subscription creation takes about 5-6 minutes, way too long

Hello!

Since yesterday, I am encoutering problems while creating subscriptions in Plesk 12.0. When I create a subscription, nothing happens. I looked in the %plesk_dir%/admin/logs/php_error.txt which tells me the following:

[2014-08-20 17:52:37] PleskMainDBException: DB query failed:
INSERT INTO `SubscriptionProperties` (`subscription_id`, `name`, `value`) VALUES (?, ?, ?)

Error: SQLSTATE[23000]: Integrity constraint violation: 1062 Duplicate entry '14-unpaid_website_status' for key 'PRIMARY'
file: C:\Program Files (x86)\Parallels\Plesk\admin\plib\Db\Adapter\Pdo\Mysql.php
line: 30
code: 0
trace: #0 C:\Program Files (x86)\Parallels\Plesk\admin\externals\Zend\Db\Adapter\Abstract.php(575): Db_Adapter_Pdo_Mysql->query('INSERT INTO `Su...', Array)
#1 C:\Program Files (x86)\Parallels\Plesk\admin\externals\Zend\Db\Table\Abstract.php(1075): Zend_Db_Adapter_Abstract->insert('SubscriptionPro...', Array)
#2 C:\Program Files (x86)\Parallels\Plesk\admin\plib\Db\Table\Dictionary.php(272): Zend_Db_Table_Abstract->insert(Array)
#3 C:\Program Files (x86)\Parallels\Plesk\admin\plib\Limits\Policy\Overuse\Plesk\Service.php(42): Db_Table_Dictionary->save()
#4 C:\Program Files (x86)\Parallels\Plesk\admin\plib\Limits\Policy\Overuse\Plesk\Abstract.php(23): Limits_Policy_Overuse_Plesk_Service->_saveData(Array)
#5 C:\Program Files (x86)\Parallels\Plesk\admin\plib\Limits\Abstract.php(83): Limits_Policy_Overuse_Plesk_Abstract->save()
#6 C:\Program Files (x86)\Parallels\Plesk\admin\plib\Limits\Plesk\Abstract.php(30): Limits_Abstract->save()
#7 C:\Program Files (x86)\Parallels\Plesk\admin\plib\Db\Table\Row\Subscription.php(579): Limits_Plesk_Abstract->save()
#8 C:\Program Files (x86)\Parallels\Plesk\admin\plib\Db\Table\Row\Subscription\Domain.php(261): Db_Table_Row_Subscription->_saveLimits()
#9 C:\Program Files (x86)\Parallels\Plesk\admin\plib\Plan\Synchronization\Subscription.php(122): Db_Table_Row_Subscription_Domain->save()
#10 C:\Program Files (x86)\Parallels\Plesk\admin\plib\Plan\Synchronization\DomainSubscription.php(167): Plan_Synchronization_Subscription->update()
#11 C:\Program Files (x86)\Parallels\Plesk\admin\plib\Commands\CreateSubscription.php(329): Plan_Synchronization_DomainSubscription->update()
#12 C:\Program Files (x86)\Parallels\Plesk\admin\plib\Commands\CreateSubscription.php(216): Commands_CreateSubscription->_applyPlan(Object(BsDomain), Object(Db_Table_Row_Service_Package))
#13 C:\Program Files (x86)\Parallels\Plesk\admin\plib\Transactional.php(210): Commands_CreateSubscription->applyCreateSubscription()
#14 C:\Program Files (x86)\Parallels\Plesk\admin\plib\Transactional.php(139): Transactional->apply()
#15 C:\Program Files (x86)\Parallels\Plesk\admin\plib\Commands\CreateSubscription.php(133): Transactional->execute()
#16 C:\Program Files (x86)\Parallels\Plesk\admin\plib\AdminPanel\Form\Subscription.php(198): Commands_CreateSubscription->create()
#17 C:\Program Files (x86)\Parallels\Plesk\admin\plib\AdminPanel\Form\Final\CreateSubscription.php(95): AdminPanel_Form_Subscription->processForm()
#18 C:\Program Files (x86)\Parallels\Plesk\admin\plib\AdminPanel\Controller\Action\Subscription.php(155): AdminPanel_Form_Final_CreateSubscription->processForm()
#19 C:\Program Files (x86)\Parallels\Plesk\admin\application\admin\controllers\SubscriptionController.php(493): AdminPanel_Controller_Action_Subscription->_processCreateSubscriptionAction('list')
#20 C:\Program Files (x86)\Parallels\Plesk\admin\externals\Zend\Controller\Action.php(516): Admin_SubscriptionController->createAction()
#21 C:\Program Files (x86)\Parallels\Plesk\admin\externals\Zend\Controller\Dispatcher\Standard.php(295): Zend_Controller_Action->dispatch('createAction')
#22 C:\Program Files (x86)\Parallels\Plesk\admin\externals\Zend\Controller\Front.php(954): Zend_Controller_Dispatcher_Standard->dispatch(Object(Zend_Controller_Request_Http), Object(Zend_Controller_Response_Http))
#23 C:\Program Files (x86)\Parallels\Plesk\admin\plib\Application\Web.php(38): Zend_Controller_Front->dispatch(NULL)
#24 C:\Program Files (x86)\Parallels\Plesk\admin\htdocs\application.php(15): Plesk\Application_Web->run()
#25 {main}

[2014-08-20 17:52:39] ERR [panel] Step failed 'applyCreateSubscription'. SQLSTATE[23000]: Integrity constraint violation: 1062 Duplicate entry '14-unpaid_website_status' for key 'PRIMARY'
=== Trace ===
#0 C:\Program Files (x86)\Parallels\Plesk\admin\externals\Zend\Db\Statement.php(300): Zend_Db_Statement_Pdo->_execute(Array)
#1 C:\Program Files (x86)\Parallels\Plesk\admin\externals\Zend\Db\Adapter\Abstract.php(479): Zend_Db_Statement->execute(Array)
#2 C:\Program Files (x86)\Parallels\Plesk\admin\externals\Zend\Db\Adapter\Pdo\Abstract.php(238): Zend_Db_Adapter_Abstract->query('INSERT INTO `Su...', Array)
#3 C:\Program Files (x86)\Parallels\Plesk\admin\plib\Db\Adapter\Pdo\Mysql.php(19): Zend_Db_Adapter_Pdo_Abstract->query('INSERT INTO `Su...', Array)
#4 C:\Program Files (x86)\Parallels\Plesk\admin\externals\Zend\Db\Adapter\Abstract.php(575): Db_Adapter_Pdo_Mysql->query('INSERT INTO `Su...', Array)
#5 C:\Program Files (x86)\Parallels\Plesk\admin\externals\Zend\Db\Table\Abstract.php(1075): Zend_Db_Adapter_Abstract->insert('SubscriptionPro...', Array)
#6 C:\Program Files (x86)\Parallels\Plesk\admin\plib\Db\Table\Dictionary.php(272): Zend_Db_Table_Abstract->insert(Array)
#7 C:\Program Files (x86)\Parallels\Plesk\admin\plib\Limits\Policy\Overuse\Plesk\Service.php(42): Db_Table_Dictionary->save()
#8 C:\Program Files (x86)\Parallels\Plesk\admin\plib\Limits\Policy\Overuse\Plesk\Abstract.php(23): Limits_Policy_Overuse_Plesk_Service->_saveData(Array)
#9 C:\Program Files (x86)\Parallels\Plesk\admin\plib\Limits\Abstract.php(83): Limits_Policy_Overuse_Plesk_Abstract->save()
#10 C:\Program Files (x86)\Parallels\Plesk\admin\plib\Limits\Plesk\Abstract.php(30): Limits_Abstract->save()
#11 C:\Program Files (x86)\Parallels\Plesk\admin\plib\Db\Table\Row\Subscription.php(579): Limits_Plesk_Abstract->save()
#12 C:\Program Files (x86)\Parallels\Plesk\admin\plib\Db\Table\Row\Subscription\Domain.php(261): Db_Table_Row_Subscription->_saveLimits()
#13 C:\Program Files (x86)\Parallels\Plesk\admin\plib\Plan\Synchronization\Subscription.php(122): Db_Table_Row_Subscription_Domain->save()
#14 C:\Program Files (x86)\Parallels\Plesk\admin\plib\Plan\Synchronization\DomainSubscription.php(167): Plan_Synchronization_Subscription->update()
#15 C:\Program Files (x86)\Parallels\Plesk\admin\plib\Commands\CreateSubscription.php(329): Plan_Synchronization_DomainSubscription->update()
#16 C:\Program Files (x86)\Parallels\Plesk\admin\plib\Commands\CreateSubscription.php(216): Commands_CreateSubscription->_applyPlan(Object(BsDomain), Object(Db_Table_Row_Service_Package))
#17 C:\Program Files (x86)\Parallels\Plesk\admin\plib\Transactional.php(210): Commands_CreateSubscription->applyCreateSubscription()
#18 C:\Program Files (x86)\Parallels\Plesk\admin\plib\Transactional.php(139): Transactional->apply()
#19 C:\Program Files (x86)\Parallels\Plesk\admin\plib\Commands\CreateSubscription.php(133): Transactional->execute()
#20 C:\Program Files (x86)\Parallels\Plesk\admin\plib\AdminPanel\Form\Subscription.php(198): Commands_CreateSubscription->create()
#21 C:\Program Files (x86)\Parallels\Plesk\admin\plib\AdminPanel\Form\Final\CreateSubscription.php(95): AdminPanel_Form_Subscription->processForm()
#22 C:\Program Files (x86)\Parallels\Plesk\admin\plib\AdminPanel\Controller\Action\Subscription.php(155): AdminPanel_Form_Final_CreateSubscription->processForm()
#23 C:\Program Files (x86)\Parallels\Plesk\admin\application\admin\controllers\SubscriptionController.php(493): AdminPanel_Controller_Action_Subscription->_processCreateSubscriptionAction('list')
#24 C:\Program Files (x86)\Parallels\Plesk\admin\externals\Zend\Controller\Action.php(516): Admin_SubscriptionController->createAction()
#25 C:\Program Files (x86)\Parallels\Plesk\admin\externals\Zend\Controller\Dispatcher\Standard.php(295): Zend_Controller_Action->dispatch('createAction')
#26 C:\Program Files (x86)\Parallels\Plesk\admin\externals\Zend\Controller\Front.php(954): Zend_Controller_Dispatcher_Standard->dispatch(Object(Zend_Controller_Request_Http), Object(Zend_Controller_Response_Http))
#27 C:\Program Files (x86)\Parallels\Plesk\admin\plib\Application\Web.php(38): Zend_Controller_Front->dispatch(NULL)
#28 C:\Program Files (x86)\Parallels\Plesk\admin\htdocs\application.php(15): Plesk\Application_Web->run()
#29 {main}

Seems like there is some inconsistency in the Plesk DB which needs to be fixed. How do I get into the Plesk DB to fix this problem?

System is running 12.0.18 Update #13 on Windows Server 2012 R2.
Thanks in advance!
Dennis

 

[IgorG]

It looks like that database was not correctly upgraded. Try to complete upgrade with solution from KB article http://kb.odin.com/en/119283
But I suggest you contact Support Team.

 

[DennisAm]

Thank you for your fast response Igor. I created a Support Ticket and your colleagues are currently logged in on my server. Will update this when we have found the solution.

Dennis

 

[IgorG]

Please tell me ticket ID. I would like to monitor processing. Thank you.

 

[DennisAm]

Thank you for your effort Igor. The ticket ID is #1956144. The error disappeared, but creation of subscription takes about 10 minutes... Also the backup doesn't work. Error is "The dump has wrong format!"

 

[DennisAm]

Hello Igor,

A few days ago you responded to this topic.
The issue still has not been fixed, but I have an update:

It seems like SmarterMail is causing the slow creation of the subscription. Your colleague created a Service Plan with the mail service disabled on it, but it still takes 5-6 minutes to create the subscription.
I just sent them this update:

-------------------------------------------------

Hello,

I tried to create a subscription with the Service Plan you made, called Hosting 4GB Copy 1. I checked and confirmed that the Mail Service was TURNED OFF for this plan so it should not take long to create the subscription.
I timed the creation of the subscription and it took exactly 05 min 19 secs to create the subscription, still too long. I checked the error log php_error.log (thank you for activating debug mode by the way, very helpful!) and look at these two lines in the log:

(I ADDED THE COMPLETE LOG FOR THIS DOMAIN TO THIS REACTION. PLEASE CHECK mytestdomain.tld.txt)
[2014-08-24 21:37:49] DEBUG [panel] recepient: info@*****.nu send2client Dennis A******
[2014-08-24 21:42:49] INFO [panel] Notification has been sent to: Dennis A****

As you can see, it takes EXACTLY 5 minutes before the next step starts. I think that if the notification e-mail would not have been sent, it should take only take 20 seconds to create the subscription, just like it did before this problem started to occur.

I also find it very strange that Plesk creates the Mail Service for the domain in SmarterMail and then disables it. As the Service Plan does NOT have mail activated, it should not be created at all in SmarterMail!
In our Phone conversation, you also asked for the SmarterMail password. This is the same as the server password that you have.

---------------------------------------------------

If you want to see the complete log you can refer to ticket #1956144.
Do you have any tips for this? As you can see, the ticket is starting to get very long...

Thank you in advance for your reaction.
Kind regards,
Dennis Ameling

 

[DennisAm]

SOLUTION FOUND!
The Parallels support engineer noticed that I use an external SMTP server to send notifications. He has set the port to 25 instead of 465 and turned encryption OFF. Now the customer/subscription gets created in just a few seconds.

Never thought it could be that easy, but it took some time to find the problem... Thank you very much!