Issue Plesk Mobile iOS unable to connect to the server

[sowiq]

On my server I have Plesk Onyx 17.5.3 installed on OVH VPS server. The license has been purchased on OVH.

I was able to easily install Plesk Mobile Center extension. I am able to login to Plesk at http://www.mydomain.com:8443

I installed an iOS Plesk Mobile app and entered configuration as follows:
- host: www.mydomain.com
- username: {the username I use to login via web interface}
- password: {as above}

Then, after clicking "Save" I almost immediately get error message (translation from Polish) "An internal error has occurred. Please contact support. Permission denied."

When I tried to use incorrect password, the second screen was loading much longer and then it said "Authorization error. Login or password incorrect", so I assume the previous error was not caused by incorrect credentials.

I checked my Plesk log on the server (%plesk_dir%/var/modules/plesk-mobile/MobileConnector.log), but it is empty.

What else can I try to make it work?

 

[IgorG]

As far as I remember Plesk Mobile can be accessed only by the following Plesk users: Plesk Administrator (additional administrators as well), Customers and Resellers. No subscriber can get access with his/her credentials.
Please check it.

 

[sowiq]

Thanks @IgorG for your answer.

You are right. But I'm trying to log in to an additional administrator account.

I thought that the problem might be connected to special chars in my password, so I temporary changed it to something very simple, like "password123". Unfortunately that didn't help.

 

[Anthony]

Hi @sowiq

What about the main Plesk admin or subscriptions owners? Are they able to connect to the server using Plesk Mobile? I need to know for determining is the issue in the product or in the server configuration... Also could you please provide the API requests from panel.log? I'm expecting something like Additional users cannot login to Plesk Mobile: Permission denied

 

[sowiq]

Hi @Anthony ,

I just checked the following log files:
- /var/log/sw-cp-server/sw-engine.log
- /usr/local/psa/admin/logs/httpsd_access_log
- /usr/local/psa/admin/logs/panel.log

It's quite interesting, as when I tried to use my real username and password, nothing new appeared in any of those files.
But then, when for testing I tried to use my real username and incorrect password (something simple like "aaa"), a new line has been added to the panel.log:

[2018-01-18 12:10:38] ERR [panel] [Action Log] Failed login attempt with login '{my username}' from IP {my IP}

which seems correct. But I'm wondering why it doesn't log anything for the correct credentials.

I assume that my request with correct password is not even sent to the server? Could it be something with some password encryption within the application? If that helps, my current password contains: lowercase and uppercase letters, digits and following special chars: % * > &

Thank you in advance for any help.

 

[Anthony]

Hi @sowiq

There is still not enough information.

> What about the main Plesk admin or subscriptions owners? Are they able to connect to the server using Plesk Mobile?

Also please check the panel.log with increased verbosity How to enable debug mode in Plesk Onyx and earlier versions for Linux?

 

[sowiq]

Hi @Anthony

I've made some progress. Today I was able to login using the main "admin" account, which is great news.

However I'm still unable to login using my additional admin account, with "Admin" role and all permissions.

I activated the debug and got the following output. I hope this helps:

[2018-01-19 10:55:54] DEBUG [panel] init Agent
[2018-01-19 10:55:54] DEBUG [dbquery] [0] SQL: connect
[2018-01-19 10:55:54] DEBUG [dbquery] [0] END: 0.00044 sec
[2018-01-19 10:55:54] DEBUG [dbquery] [1] SQL: SET sql_mode = ''
[2018-01-19 10:55:54] DEBUG [dbquery] [1] END: 0.00011 sec
[2018-01-19 10:55:54] DEBUG [dbquery] [2] SQL: select param, val from misc
[2018-01-19 10:55:54] DEBUG [dbquery] [2] END: 0.00016 sec
[2018-01-19 10:55:54] DEBUG [dbquery] [3] SQL: DESCRIBE `locales`
[2018-01-19 10:55:54] DEBUG [dbquery] [3] END: 0.00063 sec
[2018-01-19 10:55:54] DEBUG [dbquery] [4] SQL: SELECT `locales`.* FROM `locales` WHERE (((`locales`.`id` = 'en-US')))
[2018-01-19 10:55:54] DEBUG [dbquery] [4] END: 0.00009 sec
[2018-01-19 10:55:54] DEBUG [dbquery] [5] SQL: DESCRIBE `admin_aliases`
[2018-01-19 10:55:54] DEBUG [dbquery] [5] END: 0.00041 sec
[2018-01-19 10:55:54] DEBUG [dbquery] [6] SQL: SELECT `admin_aliases`.* FROM `admin_aliases` WHERE (`login` = '{{my_username_here}}')
[2018-01-19 10:55:54] DEBUG [dbquery] [6] END: 0.00007 sec
[2018-01-19 10:55:54] DEBUG [dbquery] [7] SQL: DESCRIBE `clients`
[2018-01-19 10:55:54] DEBUG [dbquery] [7] END: 0.00054 sec
[2018-01-19 10:55:54] DEBUG [dbquery] [8] SQL: SELECT `clients`.* FROM `clients` WHERE (`login` = '{{my_username_here}}')
[2018-01-19 10:55:54] DEBUG [dbquery] [8] END: 0.00010 sec
[2018-01-19 10:55:54] DEBUG [dbquery] [9] SQL: DESCRIBE `smb_users`
[2018-01-19 10:55:54] DEBUG [dbquery] [9] END: 0.00050 sec
[2018-01-19 10:55:54] DEBUG [dbquery] [10] SQL: SELECT `smb_users`.* FROM `smb_users` WHERE (`login` = '{{my_username_here}}')
[2018-01-19 10:55:54] DEBUG [dbquery] [10] END: 0.00008 sec
[2018-01-19 10:55:54] DEBUG [dbquery] [11] SQL: DESCRIBE `Modules`
[2018-01-19 10:55:54] DEBUG [dbquery] [11] END: 0.00042 sec
[2018-01-19 10:55:54] DEBUG [dbquery] [12] SQL: SELECT `Modules`.* FROM `Modules`
[2018-01-19 10:55:54] DEBUG [dbquery] [12] END: 0.00007 sec
[2018-01-19 10:55:54] DEBUG [dbquery] [13] SQL: select `id`, `parent_id`, `vendor_id`, `type`, `cr_date`, `cname`, `pname`, `login`, `status`, `phone`, `fax`, `email`, `address`, `city`, `state`, `pcode`, `country`, `locale`, `description`, `limits_id`, `perm_id`, `pool_id`, `logo_id`, `external_id`, `overuse`, `account_id`, `guid` from `clients` where `id`=1
[2018-01-19 10:55:54] DEBUG [dbquery] [13] END: 0.00008 sec
[2018-01-19 10:55:54] DEBUG [dbquery] [14] SQL: DESCRIBE `domains`
[2018-01-19 10:55:54] DEBUG [dbquery] [14] END: 0.00051 sec
[2018-01-19 10:55:54] DEBUG [dbquery] [15] SQL: SELECT `domains`.* FROM `domains` WHERE (`cl_id` = 1 AND `webspace_id` = '0')
[2018-01-19 10:55:54] DEBUG [dbquery] [15] END: 0.00009 sec
[2018-01-19 10:55:54] DEBUG [dbquery] [16] SQL: SELECT `domains`.* FROM `domains` WHERE (((`domains`.`id` = 2)))
[2018-01-19 10:55:54] DEBUG [dbquery] [16] END: 0.00008 sec
[2018-01-19 10:55:54] DEBUG [dbquery] [17] SQL: select `id`, `name`, `displayName`, `cr_date`, `status`, `webspace_status`, `dns_zone_id`, `htype`, `cl_id`, `vendor_id`, `webspace_id`, `parentDomainId`, `cert_rep_id`, `real_size`, `guid`, `external_id`, `adminDescription`, `resellerDescription`, `description`, `overuse`, `icpStatus`, `icpPermit` from `domains` where `id`=2
[2018-01-19 10:55:54] DEBUG [dbquery] [17] END: 0.00008 sec
[2018-01-19 10:55:54] DEBUG [dbquery] [18] SQL: DESCRIBE `Subscriptions`
[2018-01-19 10:55:54] DEBUG [dbquery] [18] END: 0.00041 sec
[2018-01-19 10:55:54] DEBUG [dbquery] [19] SQL: SELECT `Subscriptions`.* FROM `Subscriptions` WHERE (`object_type` = 'domain' AND `object_id` = '2')
[2018-01-19 10:55:54] DEBUG [dbquery] [19] END: 0.00006 sec
[2018-01-19 10:55:54] DEBUG [dbquery] [20] SQL: SELECT `domains`.* FROM `domains` WHERE (((`domains`.`id` = 4)))
[2018-01-19 10:55:54] DEBUG [dbquery] [20] END: 0.00008 sec
[2018-01-19 10:55:54] DEBUG [dbquery] [21] SQL: select `id`, `name`, `displayName`, `cr_date`, `status`, `webspace_status`, `dns_zone_id`, `htype`, `cl_id`, `vendor_id`, `webspace_id`, `parentDomainId`, `cert_rep_id`, `real_size`, `guid`, `external_id`, `adminDescription`, `resellerDescription`, `description`, `overuse`, `icpStatus`, `icpPermit` from `domains` where `id`=4
[2018-01-19 10:55:54] DEBUG [dbquery] [21] END: 0.00007 sec
[2018-01-19 10:55:54] DEBUG [dbquery] [22] SQL: SELECT `Subscriptions`.* FROM `Subscriptions` WHERE (`object_type` = 'domain' AND `object_id` = '4')
[2018-01-19 10:55:54] DEBUG [dbquery] [22] END: 0.00006 sec
[2018-01-19 10:55:54] DEBUG [util_exec] [5a61a48a82482] Starting: filwrpr 77
[2018-01-19 10:55:54] DEBUG [util_exec] [5a61a48a82482] Finished in 0.00791s, Error code: TRUE
[2018-01-19 10:55:54] DEBUG [dbquery] [23] SQL: SELECT COUNT(*) FROM domains WHERE parentDomainId = 0
[2018-01-19 10:55:54] DEBUG [dbquery] [23] END: 0.00012 sec
[2018-01-19 10:55:54] DEBUG [panel] <packet version="1.6.3.5"><server><get_protos /></server></packet>
[2018-01-19 10:55:54] DEBUG [api-rpc] Incoming API-RPC request [5b6b4ff609e1b30e28bcb52a229d0ced]:
<packet version="1.6.3.5"><server><get_protos /></server></packet>
[2018-01-19 10:55:54] DEBUG [panel] Protocol version: 1.6.3.5
[2018-01-19 10:55:54] DEBUG [dbquery] [24] SQL: SELECT `param`, `val` FROM cl_param WHERE cl_id = :clientId
[2018-01-19 10:55:54] DEBUG [dbquery] [24] BOUND PARAMETERS:
[2018-01-19 10:55:54] DEBUG [dbquery] [24] PARAM 1: 1
[2018-01-19 10:55:54] DEBUG [dbquery] [24] END: 0.00011 sec
[2018-01-19 10:55:54] DEBUG [dbquery] [25] SQL: SELECT `clients`.* FROM `clients` WHERE (`type` = 'admin')
[2018-01-19 10:55:54] DEBUG [dbquery] [25] END: 0.00008 sec
[2018-01-19 10:55:54] DEBUG [dbquery] [26] SQL: DESCRIBE `PersistentCache`
[2018-01-19 10:55:54] DEBUG [dbquery] [26] END: 0.00050 sec
[2018-01-19 10:55:54] DEBUG [dbquery] [27] SQL: SELECT `PersistentCache`.* FROM `PersistentCache` WHERE (events LIKE '%api_update%')
[2018-01-19 10:55:54] DEBUG [dbquery] [27] END: 0.00007 sec
[2018-01-19 10:55:54] DEBUG [dbquery] [28] SQL: SELECT COUNT(*) FROM domains WHERE parentDomainId = 0
[2018-01-19 10:55:54] DEBUG [dbquery] [28] END: 0.00006 sec
[2018-01-19 10:55:54] DEBUG [panel] run operator server
[2018-01-19 10:55:54] DEBUG [dbquery] [29] SQL: UPDATE ApiRpcCallsStat SET `Count` = `Count` + 1, `LastExecutionDate` = '2018-01-19 10:55:54' WHERE `Version` = '1.6.3.5' AND `Operator` = 'server' AND `Command` = 'get_protos' AND `Session` = '8' AND `FilterName` = '' AND `GroupOperation` = 0
[2018-01-19 10:55:54] DEBUG [dbquery] [29] END: 0.00622 sec
[2018-01-19 10:55:54] DEBUG [api-rpc] API-RPC response [5b6b4ff609e1b30e28bcb52a229d0ced]:
<?xml version="1.0" encoding="UTF-8"?>
<packet version="1.6.3.5">
  <server>
    <get_protos>
      <result>
        <status>error</status>
        <errcode>1006</errcode>
        <errtext>Permission denied.</errtext>
      </result>
    </get_protos>
  </server>
</packet>

[2018-01-19 10:55:54] DEBUG [panel] finish()

Thanks again for your help.

 

[Anthony]

Hi @sowiq

Thank you for waiting.

The only thing that I can suggest is additionally to check the IP addresses restrictions on your Plesk installation. Go to Tools&Settings and review 'Restrict Administrative Access' and 'IP Address Banning (Fail2Ban)' options.

At last, the best way to fix the issue is to contact our support Plesk Help Center