Resolved Plesk Support for OEM Licences

[brainstuffch]

We have a Plesk Licence on our hosting server. But this is probably a OEM licence (support by the provider of the Server) or a stolen licence.

The hosting Provider has installed Plesk with a lot of false ports and with a lot of bugs.

But the hosting Provider says that we are the admin of our server, and we must know the open port numbers and other problems.

By example, we can not install our own name servers ... the hosting Provider says the problem is on the side of the registrar and the registrar says the problem is on the side of the hosting Provider.

Bevore we had this account, we had an other account on this hosting Provider where Plesk worked correctely with our domain registrar.

We think, that Plesk has a big interest to help us to sole the issue ... and Plesk must do all his possible to stop the betray from this hosting Provider.
We need a direct contact with the plesk support and then we give PLESK an access to the account, and then they install plesk correctely. And Plesk must also inform the hosting Provider that PLESK can not accept, that the good reputation of Plesk is in danger.

PLESK has a verry poor reputation .... we think this is due to the fact that such OEM Licences has a very stupid support.

I find that PLESK works very fine if it is correctely installed. It seems to be the only big problem, that PLESK is often installed by stupid people.

When a hosting Provider install PLESK he does open all needed Ports and then PLESK install without any problem the domains. And if the domains work with her own name servers insteat of the name server of the registrar there is no need to modif the registrars name server. The only thing to do is to say on the interface of the registrar, that the domain points to NS1 and NS2 .xxxxxxxxx.com No need for A Records and other things. When the user installs a domain on a server with PLESK, Plesk asks for the domain Name and the name servers and then all is installed automatically if PLESK is correctely installed.

Thanks
brainstuff

 

[Peter Debik]

As you say it: Plesk works fine if it is correctly installed. I understand that you are having issues with your hosting provider. Unfortunately, we cannot represent you towards your hosting provider. If you feel uncomfortable with that company, please consider choosing another.

If you have specific questions on technical aspects of the software, please feel free to create a forum thread for each.

 

[scsa20]

If you wonder if the hosting provider is a Plesk partner, you might want to check out this page:

Plesk Partner Directory

Check out which hosting service providers around the world partner with Plesk and get your company on the Plesk Partner Directory!

www.plesk.com

This shows every company that was vetted and approved as a Plesk reseller and authorized to act as the support agent. If they're not on the list, I wouldn't be buying a Plesk license through them.

Plesk also provides pre-compiled Ubuntu images with Plesk installed on AWS, Azure, GCP (I think?), Digital Ocean, Linode, and a few other cloud platforms that comes with an Web Admin SE license.

By the way, you can set up your own name servers but you would need to configure a glue record with your registrar and you should still configure A records for them as well (just a fyi).

 

[brainstuffch]

If you wonder if the hosting provider is a Plesk partner, you might want to check out this page:

Plesk Partner Directory

Check out which hosting service providers around the world partner with Plesk and get your company on the Plesk Partner Directory!

www.plesk.com

This shows every company that was vetted and approved as a Plesk reseller and authorized to act as the support agent. If they're not on the list, I wouldn't be buying a Plesk license through them.

Plesk also provides pre-compiled Ubuntu images with Plesk installed on AWS, Azure, GCP (I think?), Digital Ocean, Linode, and a few other cloud platforms that comes with an Web Admin SE license.

By the way, you can set up your own name servers but you would need to configure a glue record with your registrar and you should still configure A records for them as well (just a fyi).

Probably the hosting provider is not directly in this list but under the name of his(?) holding company .. do to the fact that we was one year customer on a sub reseller of this hoster, we think that there are a lot of thease kind of betrayers in the same way. I think that PLESK does contact us and help us to verify if the hoster is a betrayer or only not able to provide professional support. We can give to the Plesk access to our account.
We had 1 year an other account provided by a reseller of the actual hoster... the old account had not any probleme with our name servers. Only the support was also completely unusable.

Before these servers we had a server with CPannel ... and we had a lot of bad informations about PLESK. We have still accept to change to PLESK and we have seen that PLESK works very fine.

But we have fund out, that the hosting provider can install PLESK with options who made that PLESK does not work correctely.
The actual hosting provider do not want that the customers use an other domain registrar insteat of his own registrar. For this reason they have installed PLESK in a way that a costumer who use an other Registrar becomes Problems.

On the first reseller account who we had on this provider there was not any problem with our name servers. The only thing to do is to create on the server of the registrar the name servers glue reccord and to add the domain in the PLESK Pannel.

When I do so PLESK will not add the domain with the name server and after some time I see these messages:
Error: Unable to load object of type Domain with id=26: Domain does not exist.
Domain xxxxxxx.net resolve problems detected:
The domain is not resolvable. To put your website online, correct DNS Settings.

And this are the DNS Settings

	_imaps._tcp.ooooo.net.		SRV	ooooo.net.
	mail.ooooo.net.		A	222.327.174.61
	ns1.ooooo.net.		A	222.327.174.61
	ooooo.net.		NS	ns2.ooooo.net.
	ns2.ooooo.net.		A	222.327.174.61
	ooooo.net.		A	222.327.174.61
	webmail.ooooo.net.		A	222.327.174.61
	ooooo.net.		MX (10)	mail.ooooo.net.
	ipv4.ooooo.net.		A	222.327.174.61
	_pop3s._tcp.ooooo.net.		SRV	ooooo.net.
	ftp.ooooo.net.		CNAME	ooooo.net.
	ooooo.net.		TXT	v=spf1 +a +mx +a:zen-lamport.212-227-174-61.plesk.page -all
	_dmarc.ooooo.net.		TXT	v=DMARC1; p=none
	_domainconnect.ooooo.net.		TXT	domainconnect.plesk.com/host/zen-lamport.212-227-174-61.plesk.page/port/8443
	www.ooooo.net.		CNAME	ooooo.net.
	_smtps._tcp.ooooo.net.		SRV	ooooo.net.
	ooooo.net.		NS	ns1.ooooo.net.

At the time of the last server with CPannel we had set up a name server NS1-3 with glue records (to the target IP) at the registrar.Then we have change the Glue record of the name server to the new host IP. Then we have checked in Plesk add domain... and after we have given the domainname he have installed the domains. On the new account this works only if the domains use the name servers of the registrar.

Thanks,
brainstuffch





.

 

[Kaspar]

I don't see how this has anything to do with Plesk it self. If your provider has setup limitations you'll have to sort those out with them.

If you're not happy with your provider, switch to another one. It's the best advice I can offer.

 

[scsa20]

Based off the IP address, it's hosted by 1&1 Ionos, so if that's who you're with Ionos, they're partners with Plesk according to Plesk's partner directory (It'll be listed as 1&1 since they've rebranded in 2018). If you're not directly through them, then ¯\_(ツ)_/¯

And what Kaspar said, if you're not happy with your current provider, switch to another.

I know there's a lot of resellers that will only provide so much access since they want to make sure their platform isn't being used but if it's a VPS then you should, in theory, have full root access to do whatever you want.

 

[brainstuffch]

Based off the IP address, it's hosted by 1&1 Ionos, so if that's who you're with Ionos, they're partners with Plesk according to Plesk's partner directory (It'll be listed as 1&1 since they've rebranded in 2018). If you're not directly through them, then ¯\_(ツ)_/¯

And what Kaspar said, if you're not happy with your current provider, switch to another.

I know there's a lot of resellers that will only provide so much access since they want to make sure their platform isn't being used but if it's a VPS then you should, in theory, have full root access to do whatever you want.

We are very displeased with your "answer" and the fact that you consider this topic closed: we also have not to change the provider, because he turns on us a service that he apparently can not even install properly.

On top of that, we have already been cheated before, by a reseller, by this provider in the worst way: this incompetent reseller could not even issue an invoice according to the regulations.

If the OEM vendor is incapable of providing the support it sells with the OEM license, then PLESK is obligated to fix the problems ..... We are now waiting 24 hours for a direct contact with Plesk support, who will make sure that ALL problems on our server caused by the incorrect installation of PLESK are solved.

There will then be a complaint to the Federal Network Agency and a lawsuit for damages.

You also inform the PLESK management that the completely nonsensical behavior of the support of this provider damages the good reputation of PLESK.

Everywhere we look, it says that PLESK is not a good solution and some profiteers are trying to make people prefer Cpannel.

These people don't know that PLESK comes from the same conglomerate as CPannel and that it's being deliberately devalued so that people will buy the more expensive CPannel. The Federal Network Agency must must clarify this.

 

[brainstuffch]

As you say it: Plesk works fine if it is correctly installed. I understand that you are having issues with your hosting provider. Unfortunately, we cannot represent you towards your hosting provider. If you feel uncomfortable with that company, please consider choosing another.

If you have specific questions on technical aspects of the software, please feel free to create a forum thread for each.

We don't have to go to another supplier because the current supplier sold us a product that doesn't work that way.

PLESK, the manufacturer of the program, is responsible for ensuring that the program is functional. If PLESK outsources the support to auxiliary workers and volunteers, then they must be perfectly trained and if they cannot do their job, the manufacturer must help them.

In this case, this is the only solution.

 

[brainstuffch]

Please reopen this threat ... we need to change some details.

 

[Peter Debik]

Actually I had already considered locking the thread for further comments, because it is not leading anywhere. If you buy a product without support, you will not get support.

You have at least these options:
a) You could buy the Plesk license from Plesk directly. This includes full support.
b) You could buy your license from a reseller or hosting provider who provides good support.
c) You can add a Plesk support subscription to your existing license, so that you can continue to have the reseller license but still get full support from Plesk.
d) You can waive support and instead post your questions to this forum. Many experts here are more than happy to assist you with solving specific questions.

 

[brainstuffch]

@Peter

a) You could buy the Plesk license from Plesk directly. This includes full support.

We have NOT to buy 2 Licences ..

b) You could buy your license from a reseller or hosting provider who provides good support.

This is als a wrong answer: We had still a PLESK License from a reseller from this reseller before we have changed to this reseller. Also in this moment it was NOT possible to know that the new hosting provider provides good support. The costumer must hope that PLESK do not use betrayers to simulate that PLESK respects his obligations: PLESK can not report the support of the PLESK products to people who is not able to handle issues. If the Support of a reseller is catastrophic and non sense, PLESK must help.

c) You can add a Plesk support subscription to your existing license, so that you can continue to have the reseller license but still get full support from Plesk.

Pay 2 times for support? First for dumb hobbyists, then for the company that wants to outsource the support to these hobbyists???

d) You can waive support and instead post your questions to this forum. Many experts here are more than happy to assist you with solving specific questions.

We paid money for the support and now we are supposed to beg for help from the nice "experts" here???

Have you actually noticed that actually, the people from PLESK should be the experts?

That there are people in this forum that PLESK calls experts, so that these people feel flattered and then do the work of PLESK .... is an impertinence!

We will now once again ask the "experts" from the forum for help. However, I draw your attention to the fact that we must then give the "EXPERTS" security-related informations. PLESK can then only hope that the forum staff are really experts and not hobbyists, like the people who seem to sabotage the support of PLESK products.

 

[scsa20]

b) You could buy your license from a reseller or hosting provider who provides good support.

This is als a wrong answer: We had still a PLESK License from a reseller from this reseller before we have changed to this reseller. Also in this moment it was NOT possible to know that the new hosting provider provides good support. The costumer must hope that PLESK do not use betrayers to simulate that PLESK respects his obligations: PLESK can not report the support of the PLESK products to people who is not able to handle issues. If the Support of a reseller is catastrophic and non sense, PLESK must help.

If you are using the license key from the other reseller prior to moving to the current hosting provider, then the reseller of your current active key is who should be providing support. If they're not able to provide the support you need, you are welcome to purchase a support subscription directly with plesk. The support subscription is actually really reasonable to get direct access to the dedicated support staff.

c) You can add a Plesk support subscription to your existing license, so that you can continue to have the reseller license but still get full support from Plesk.

Pay 2 times for support? First for dumb hobbyists, then for the company that wants to outsource the support to these hobbyists???

As mention, whoever resold you the license is who is supposed to be providing you support. If you're not able to get the support you need you could open a thread with the issue and we will try our best to help but if worst comes to shove where you need an actual Plesk support staff, then you would need to purchase a support subscription (which, again, is very reasonable).

d) You can waive support and instead post your questions to this forum. Many experts here are more than happy to assist you with solving specific questions.

We paid money for the support and now we are supposed to beg for help from the nice "experts" here???

The money you've paid through the reseller is for the license itself plus the support from said reseller. It does not cover the cost for support on here. Those who has the Plesk Guru or Plesk Export are those who took the time to display understand and troubleshooting, and overall helpful to the community, we do not get paid by Plesk.

Those with the Plesk Certified Professional tag spent extra time to get certified under the free Plesk certification training and testing. Again, these people are here to help in their free time and not paid by staff.

There are Plesk staff members on here, some developers from the staff, and they're noted as such, but they're also here to help. If none of our solutions is helping, and your reseller is not able to assist you in any way, then your best course of action is to open a ticket directly with Plesk support who does have the ability to jump onto the server with you and see what's happening along with helping you fix issues that is directly related to Plesk. They can't fix OS issues so if they find there's an issue with the OS they'll point it out to you but at least you'll get direct, one on one support with a tech that is familiar inside out of Plesk.

Have you actually noticed that actually, the people from PLESK should be the experts?

Read the above part.

That there are people in this forum that PLESK calls experts, so that these people feel flattered and then do the work of PLESK .... is an impertinence!

Again, read the above part.

 

[Peter Debik]

@brainstuffch I realize that you feel treated wrong. However, I cannot do more than to offer you alternative solutions to your current approach. Thank you though for letting me know that you are dissatisified with the solutions offered.

At the moment I cannot offer you more than Plesk support. As that is not included with your current license obviously yes, there is a separate subscription for it. Buying your license from a reseller includes support by that reseller. If that reseller does not provide support, that is a shame, but it is their decision. Maybe you can talk with your reseller why he does not want to provide support.

If you buy a license from Plesk directly, you also receive Plesk support. If you do not want to buy that support, we still have options, e.g. this forum where you can also get support. If none of this fits your requirements, I am out of ideas what could be a good fit.

Anyway, thank you again for your critique, I don't take it personal. It's always good to put even the harsh things on the table so that we can speak about them. I don't have a better solution for you at the moment, but you are still an appreciated member of the community. Please feel free to continue to post your questions here on the forum.

 

[Dave W]

Just an observation here, but if you rent your server from 1&1 / Ionos, did you buy a managed or un-managed product?

Based on your first posting, it seems to be an un-managed server which means that a vanilla server is created and it is up to you to manage it.

If you are not happy with your service provider then maybe you should consider moving or pay the hosting companies management fees and get your issues sorted out?

Just looking at your DNS settings;

The domain ooooo.net is configured to use the name servers

Name Server: dns1.kuwaitnet.net
Name Server: dns2.kuwaitnet.net
Name Server: dns3.kuwaitnet.net
Name Server: dns4.kuwaitnet.net

ns1.ooooo.net and ns2.ooooo.net are currently configured to use 91.195.240.135 on these nameservers.

If your server is hosting the domain ooooo.net at 222.327.174.61 and you want to use ns1.ooooo.net and ns2.ooooo.net on the same server then you will need to direct ooooo.net, ns1.ooooo.net and ns2.ooooo.net to 222.327.174.61 on the kuwaitnet.net nameservers.

Altrenatively, if ns1.ooooo.net and ns2.ooooo.net are registered with the domain registrar as nameservers and the IPs are correctly configured then you can use them as nameservers for ooooo.net. I'm not a fan of this method as if/when theres an issue its quicker to change DNS entries than it is nameservers.

You will need to ensure that port 53 is open on your Plesk Firewall.