Cannot disable Multi-Factor Authentication for a customer in Google Authenticator in Plesk

Symptoms

• Multi-Factor Authentication is turned on for a customer in Plesk and cannot authenticate as the phone is lost.

• Under the administrator account, Multi-Factor Authentication is turned off in Google Authenticator for the domain: Plesk > Google Authenticator > Enable Multi-Factor Authentication option is not checked.

Cause

This is Plesk internal issue with ID #PPPM-4485, the fix is considered to be included in the future Plesk updates.

Resolution

1. Connect to the server via SSH. If the root access is not possible, contact the server administrator to perform these actions.

2. Create a Plesk database backup and access the Plesk database:

   # plesk db dump psa > /root/psa_dump.sql

   # plesk db

3. Determine Plesk client ID for the domain:

   MYSQL_LIN: SELECT cl_id FROM domains WHERE name="example.com";
   +-------+
   | cl_id |
   +-------+
   | 23 |
   +-------+

   Replace example.com with the domain name in question.

4. Using cl_id from previous query execute the following:

   MYSQL_LIN: SELECT * FROM ModuleSettings WHERE name="enabled-23";
   +-----------+------------+-------+
   | module_id | name | value |
   +-----------+------------+-------+
   | 9 | enabled-23 | true |
   +-----------+------------+-------+

5. Verify if module_id belongs to Google Authenticator:

   MYSQL_LIN: SELECT name FROM Modules WHERE id = 9;
   +----------------------+
   | name |
   +----------------------+
   | google-authenticator |
   +----------------------+

6. Remove record about Google Authenticator for the issued customer:

   MYSQL_LIN: DELETE FROM ModuleSettings WHERE name="enabled-23";