Parallels Panel key update deferral notification 11.0.9#55, valid license, 5224 open

[wurzel]

Hi!

I'm having problems with the automatic license key renewal. The last time one month ago I checked for possible errors in the update process and then manually renewed the key by clicking on the retrieve key button in the panel and was hoping that the problem was now solved, but today the renewal failed again.
I checked the log under /usr/local/psa/admin/logs/panel.log and found the following entry:

2013-07-30T06:25:39+02:00 ERR (3): KeyUpdate Result code: 2 Network failure
2013-07-30T06:25:39+02:00 ERR (3): KeyUpdate Result desc: Couldn't connect to server

I then tried to telnet to ka.swsoft.com on port 5224 which worked without a problem. I checked the info at http://kb.parallels.com/en/111198 and tried "/usr/local/psa/bin/sw-engine-pleskrun -f ./test.php" with the included test.php file and got the following output:

Result code: 2
Description: Key update disabled
Status update: Not required

The license itself is working and valid (simply retrieving the key manually worked the last 2 times). How can I make the auto key renewal work again without any manual interaction? And how can I test the auto renewal without having to wait a whole month for the next automatic try?

I'm using plesk 11.0.9 Update #55 on a Ubuntu 12.04 LTS server. Any help is appreciated!

 

[IgorG]

You can test it manually with

# /usr/local/psa/bin/sw-engine-pleskrun -f /usr/local/psa/admin/plib/DailyMaintainance/update-keys.php

and control in file /usr/local/psa/admin/logs/panel.log

 

[wurzel]

Thanks for the info!

Sadly, the logfile at /usr/local/psa/admin/logs/panel.log doesn't get any new entries when running the command
/usr/local/psa/bin/sw-engine-pleskrun -f /usr/local/psa/admin/plib/DailyMaintainance/update-keys.php
Also no return message is given after running it, but that's probably intended.

The renewal was automatically retried at the same time as yesterday this morning (06:25 AM) and produced the same log entry as yesterday

2013-07-31T06:25:42+02:00 ERR (3): KeyUpdate Result code: 2 Network failure
2013-07-31T06:25:42+02:00 ERR (3): KeyUpdate Result desc: Couldn't connect to server

I checked for older entries in the log and found another variant of the error last month:

2013-06-29T06:25:42+02:00 ERR (3): KeyUpdate Result code: 2 Network failure
2013-06-29T06:25:42+02:00 ERR (3): KeyUpdate Result desc: Couldn't connect to server
2013-06-30T06:25:21+02:00 ERR (3): KeyUpdate Result code: 2 Network failure
2013-06-30T06:25:21+02:00 ERR (3): KeyUpdate Result desc: SSL connect error
2013-07-01T06:25:39+02:00 ERR (3): KeyUpdate Result code: 2 Network failure
2013-07-01T06:25:39+02:00 ERR (3): KeyUpdate Result desc: Couldn't connect to server

I'm not sure if it is relevant, but maybe the issue is related to the SSL Engine somehow. Iif that would be the case, is there a way to test for that? As I mentioned above, running the manual test command you provided didn't yield any new entries in the panel.log file and creating a telnet session to ka.swsoft.com at 5224 works without a hitch.

Thanks a lot for your help!

 

[wurzel]

One more thing I tried, when writing

[log]
priority=7

into the /usr/local/psa/admin/conf/panel.ini file and then starting the command
/usr/local/psa/bin/sw-engine-pleskrun -f /usr/local/psa/admin/plib/DailyMaintainance/update-keys.php
creates the following entry:

2013-07-31T18:33:44+02:00 WARN (4): You are currently operating within the grace period of your product license. To update your product license, select the Retrieve Keys [...]

No other entry gets created though, it seems as if no additional try to update the key has been made (unless the logging itself is faulty).

 

[wurzel]

The new logging (priority 7) merely added 2 lines indicating the info-email sent by the system.
2013-08-01T06:25:42+02:00 DEBUG (7): KeyUpdate Subject: Parallels Panel key update deferral notification
2013-08-01T06:25:42+02:00 DEBUG (7): KeyUpdate Notify: Unable to update . An error occurred while processing your key. You can try updating it later.
2013-08-01T06:25:42+02:00 ERR (3): KeyUpdate Result code: 2 Network failure
2013-08-01T06:25:42+02:00 ERR (3): KeyUpdate Result desc: Couldn't connect to server
The command
# telnet ka.swsoft.com 5224
works, the connection is established. Manually retrieving the key worked fine the last few times (with the same error occuring beforehand).
Is there any way to get more info out of this error?
Is there a reason why manually running the update-keys routine via
# /usr/local/psa/bin/sw-engine-pleskrun -f /usr/local/psa/admin/plib/DailyMaintainance/update-keys.php
does not create any log entries?

 

[wurzel]

I used the info from http://kb.parallels.com/en/114797 to get some debug information from the update-keys plesk routine:

# export PLESK_DEBUG=1
# /usr/local/psa/bin/sw-engine-pleskrun /usr/local/psa/admin/plib/DailyMaintainance/script.php -f update-keys
[Thu, 01 Aug 2013 13:22:44 +0200] > 0 Starting: Daily Maintainance
[Thu, 01 Aug 2013 13:22:44 +0200] > 0 == Begin Update keys
[Thu, 01 Aug 2013 13:22:44 +0200] > 0 updating scheduled keys
[Thu, 01 Aug 2013 13:22:46 +0200] > 0 update resultCode=2 resultDesc=Key update disabled
[Thu, 01 Aug 2013 13:22:46 +0200] > 0 == End Update keys
[Thu, 01 Aug 2013 13:22:46 +0200] > 0 Finish: Daily Maintainance

Again, no log entry created in /usr/local/psa/admin/logs/panel.log, but here the interpretation of the result code 2 is done as "Key update disabled", not "Network failure". I can only guess that there's cooldown period in place before a new keyupdate request can be started, and that this message merely represents that it didn't even try to update the key as a new request cannot be made just yet. That would explain why there are no log entries created, but I can't proof that to be the case.

Of course this doesn't help me with my original problem, that the automatic key update does not work for unknown reasons.

Are there any differences between the server command being issued by the plesk panel "retrive key" option in comparison to the auto renewal script?

 

[wurzel]

Today I got an update notice (which is a bit weird, as it's the same update as was already applied: #55) and it seems the license got renewed with this. I don't have any entries in the panel.log file that are corresponding to the key update, just a new info in the Panel startscreen that I'm able to upgrade to 11.5 which wasn't there before. I'm unclear as to wether this sudden update has anything to do with solving my problem, I guess I'll see in one month if it has been resolved for good or not.
I'll probably upgrade to 11.5. if that license renewal should fail again and hope that this bug (can't really see what else it could be) is resolved with the newer panelversion.
Thanks for your help so far!