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Plesk 11 Upgrade and License Key

Discussion in 'Plesk 11.x for Linux' started by ZieglerM, Jun 16, 2012.

  1. ZieglerM

    ZieglerM Basic Pleskian

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    Good Morning,

    just upgraded my Plesk 10.4.4 installation with a valid license key. Now i want to retrieve a newly ordered license key. If i click "Retrieve Keys" i get the error message

    Incorrect ServerInfo format

    although the current license will be displayed properly:

    Info
    Key number PLSK.<not shown>
    Next license key update June 17, 2012
    Key expiration date June 27, 2012
    The expiration date will be automatically extended on June 17, 2012. For the automatic update you must allow connections to ka.swsoft.com. For more information, refer to the following help topic.
    User accounts (resellers and customers) Unlimited
    Domains 10
    Domain aliases Unlimited
    Mail accounts Unlimited
    Web users Unlimited
    Language packs 2
    Available languages Any language
    Links for purchasing SSL certificates and domain registration services Off
    Valid for the following environments: Physical server or any virtualization solution
    PostgreSQL database server support Off
    Java applications Off
    Traffic usage reports On
    Notifications management On
    Event manager On
    Logging of actions performed by Panel users On
    Backup and restoration functions On
    Subdomains management On
    Adobe ColdFusion support Off
    Antivirus management On
    Sites published with Web Presence Builder 0
    Migration manager On
    Remote database hosting On
    Mail queue management On
    User accounts (resellers and customers) in Customer and Business Manager 0
    Concerto mode Off

    What went wrong and how can i retrieve my new key?

    Thanks, Martin
     
  2. abdi

    abdi Platinum Pleskian

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    Hostname Related

    Check to make sure your host name is correctly entered and also check with your /etc/hosts file to ensure there is only localhost record.

    eg 127.0.0.1 localhost.localdomain localhost

    Some times you can find funny records in there like "localhost6.localdomain localhost6" and etc
     
  3. Daniel V

    Daniel V New Pleskian

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    Hello I have the same problem.

    The data in the / etc / hosts file is correct, no false entries are available there.

    via mail (translated):

    When I click on the help page
    I get an error page.
     
    Last edited: Jun 17, 2012
  4. ZieglerM

    ZieglerM Basic Pleskian

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    root@mail3:~# cat /etc/hosts
    127.0.0.1 localhost.localdomain localhost

    root@mail3:~# hostname
    mail3.<domain>

    root@mail3:~# nslookup <ip eth0>
    <ip>.in-addr.arpa name = mail3.<domain>

    still get the error message "Incorrect ServerInfo format".
     
  5. abdi

    abdi Platinum Pleskian

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    You confirm using Plesk 11.*?
     
  6. abdi

    abdi Platinum Pleskian

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    Licence Issues

    This error is common in 4 incidences:

    1. When there is a firewall restricting access to the plesk licencing server
    2. When you are using an older version of plesk, eg plesk 9.* and this requires an upgrade to 10.* or 11.* to resolve.
    3. When there is a problem with your dns resolver (usually can't resolve to the outside world)
    4. If there is a problem with the hosts file or hostname record.

    You can check with the above, and if error still exists you can PM me ...
     
  7. Daniel V

    Daniel V New Pleskian

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    Hi, thanks for the reply!

    Before the update from version 10.4.4 to 11.0.9 worked the license renewal without problems.

    I have to test the plesk firewall turned off, unfortunately without success.
    The internet access in the query and the dns work without problems. maybe someone can give the host name of the licensservers plesk. So I can test the resolution.

    The host name is displayed properly and the / etc / host file is also without error.
     
  8. ZieglerM

    ZieglerM Basic Pleskian

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    the same on my system.
     
  9. abdi

    abdi Platinum Pleskian

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    Actually what ever licence problems that are coming with plesk 11.* are a BUG in the new version.
    Ideally the key and server information being sent to the plesk licencing server is not formated in the order the licencing server is expecting it to be in.

    I tried re-installing my licence key to get the expired date notification (which I got), then tried the retrieve keys and also got that error "Incorrect ServerInfo format".

    To resolve with my server, I just clicked "Roll Back Key" to go back to my previous key settings which worked. But I know when its due for renewal I will get that same error.

    I will keep digging and trying out different options.
     
  10. Daniel V

    Daniel V New Pleskian

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    hello, please report to us if you have found something.

    I'm at a paralles support ticket opened, with the hope that a solution is offered here.
     
  11. ZieglerM

    ZieglerM Basic Pleskian

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    in the meantime is there a different way to request a new key? i need to activate new domains but the license will not allow me to do so.
     
  12. abdi

    abdi Platinum Pleskian

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    I think if you purchase a new key from Paralles or your server provider, most likely the new key would work seemingly.

    I remember we had the same issues with upgrading from 9.* to 10.*. The keys eventually failed and we had to use new licence keys.
     
  13. ZieglerM

    ZieglerM Basic Pleskian

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    Unfortunately that doesn't work for me. In order to get a new license key from my server hoster i need to request it by hitting the "Retrieve Key" button.
     
  14. ZieglerM

    ZieglerM Basic Pleskian

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    Can someone from the Plesk team please check that for me? I need to add new domains and my customers are waiting.
     
  15. Daniel V

    Daniel V New Pleskian

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    So I get an answer from the support that version 11.0.9 is not supported.
    So there remains only the hope that before the expiration of the license, the "correct" version will be brought out or there will be an update.
     
  16. abdi

    abdi Platinum Pleskian

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    WOW, its not supported? This is not so good of Parallels to realize a product that is not supported. I really hope an upgrade comes out pretty soon ...
     
  17. Daniel V

    Daniel V New Pleskian

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    The answer:

    ;(
     
  18. ZieglerM

    ZieglerM Basic Pleskian

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    very funny...

    i installed 11.0.9 because i was told it's the final release version. thus they have to support it.
     
  19. petzsch

    petzsch Guest

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    since you quote me here, lets get the facts straight. I myself am still very confused about the release politics of parallels:

    the auto_installer shows 11.0.9 as "preview" release.
    the plesk download website states 11.x to be the "latest release" - no information here that this would be a trial or preview version: http://www.parallels.com/en/download/plesk/11
    a parallels employee claims that the version on the download page is the production version: http://forum.parallels.com/showpost.php?p=627434&postcount=7

    I've installed a newly rented Plesk 10.x key on 11.0.9 and it activated flawlessly. I am expecting 11.0.9 to be the stable version.
     
  20. AlexanderStel

    AlexanderStel Guest

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    Hello.

    Sorry for the confusion, this was a mis-communication. Plesk version 11 is fully supported. If you provide me with the ticket ID, I'll be happy to re-open the ticket and assist you.
     
    Last edited by a moderator: Jun 19, 2012
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