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Cannot login to Plesk via WHMCS: Customer with external id 'whmcs_plesk_XX' is not found in panel

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Alexandr Shadrin
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Applicable to:

  • Plesk for Windows
  • Plesk for Linux

Symptoms

1. Migration from Plesk 12 to Plesk Onyx was performed.

2. WHMCS is used on the server.

3. The following error is shown when accessing user with login 'example' in Plesk via WHMCS:

PLESK_INFO: Error code: 1013. Error message: Customer with external id 'whmcs_plesk_XX' is not found in panel.

4. External_id is missing for the user with login 'example':

MYSQL_WIN: mysql> select external_id from client where login='example';
Empty set (0.00 sec)

Cause

This is caused by the Plesk Migrator bug #PMT-3035 which is planned be fixed in future updates.

Resolution

As a workaround, update external_id via command line:

  1. Login to the target server over RDP

  2. Copy sample configuration file from the %plesk_dir%\admin\plib\modules\panel-migrator\backend\conf\samples\plesk-windows.ini file to the <PLESK_DATA_DIRECTORY>\var\modules\panel-migrator\conf\ directory. To find $PLESK_DATA_DIRECTORY location on the server use the following command:

    C:\> reg query "HKLM\SOFTWARE\Plesk\PSA Config\Config" /v PRODUCT_DATA_D /reg:32

  3. Rename plesk-windows.ini to config.ini

  4. Specify IP addresses of source and target server and their credentials in config.ini file, for example:

    CONFIG_TEXT: [plesk]
    ; An IPv4 address of the target Plesk server.
    ip: 203.0.113.200
    ; Panel administrator's login. If not specified, 'admin' is used.
    ; panel-username: admin
    ; Panel administrator password. If not specified, it is automatically detected.
    panel-password: required_password
    [pfw]
    ; An IP v4 address of this source Plesk server.
    ip: 203.0.113.300
    ; Panel administrator user name. If not specified, 'admin' is used.
    ; panel-username: admin
    ; Panel administrator password. If not specified, it is automatically detected.
    panel-password: required_password
    ; User name of the privileged system user on this Plesk server. Default is 'Administrator'.
    ; windows-username: Administrator
    ; Password of the privileged system user on this Plesk server.
    windows-password: required_password

  5. Generate the migration list:

    C:\> "%plesk_dir%\admin\plib\modules\panel-migrator\backend\plesk-migrator.bat" generate-migration-list

  6. Update external_id on the source server:

    C:\> "%plesk_dir%\admin\plib\modules\panel-migrator\backend\plesk-migrator.bat" set-external-id

Note: almost the same steps can be used for Linux, check the following page Migrating via the Command Line 

Comments

2 comments

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    Miomir Besarabic

    We have the same issue on Linux too. Moved few servers from old Centos to new with Ubuntu and lost all external id's for WHMCS. It's alson not only on Windows.

     

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    Alexandr Shadrin

    Hi @Miomir Besarabic!

    Indeed, this issue is related to Plesk Migrator extension rather then to operation system, I have updated the article with this information! Thank you.

    However, In order to avoid it, the same steps should be used, the only difference is the location of the configs, it is /usr/local/psa/admin/plib/modules/panel-migrator/backend/conf/samples/.

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