Plesk Panel is not operable

Created:

2016-11-16 13:19:27 UTC

Modified:

2017-08-08 13:42:07 UTC

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Plesk Panel is not operable

Applicable to:

  • Plesk for Windows
  • Plesk 12.0 for Linux

Symptoms

On attempt to log in to the Parallels Panel you get the following error:

ERROR: Exception
Can't decrypt data
0: String.php:331
plesk_get_symmetric_key()
1: String.php:331
Plesk_Base_Utils_String::getCryptKey()
2: common_func.php3:3225
get_failure_redirect_url(string 'failure_redirect_url')
3: auth.php3:222

Resolution

  1. Enable debug mode. Use regedit utility to create HKEY_LOCAL_MACHINE\\SOFTWARE\\PLESK\\PSA Config\\Config\\Debug registry entry of the type DWORD and set its value to 1 .

  2. Try to access the Panel, check for debug error message:

    ERROR: Exception
    Can't decrypt data<br> at (plesksrv::processQuery line 229)<br> at Pipe channel(vpipechannel::onConnected line 119)<br> at getAesKey('sym_key')(PleskSrvClient::getAesKey line 562)<br> at Unable get symmetric key:(zif_plesk_get_symmetric_key line 2632)
    0: String.php:331
    plesk_get_symmetric_key()
    1: String.php:331
    Plesk_Base_Utils_String::getCryptKey()
    2: common_func.php3:3225
    get_failure_redirect_url(string 'failure_redirect_url')
    3: auth.php3:222
  3. In registry, check the "Last Write Time" of " HKEY_LOCAL_MACHINE\\SOFTWARE\\Wow6432Node\\PLESK\\PSA Config\\Config\\sym_key " key.

    To do that select the " HKEY_LOCAL_MACHINE\\SOFTWARE\\Wow6432Node\\PLESK\\PSA Config\\Config\\sym_key ", right click > Export > save it in .txt format. Then open the file and check for "Last Write Time" value.

  4. Backup psa database:

    "%plesk_dir%\\MySQL\\bin\\mysqldump.exe" -uadmin -p<plesk_admin_passwd> -P8306 psa > c:\\psa.sql
  5. Disable password encryption:

    "%plesk_dir%\\MySQL\\bin\\mysql.exe" -uadmin -p<plesk_admin_passed -P8306 psa

    mysql> update misc set val='false' where param='secure_passwords';
    mysql> update misc set val='false' where param='aps_secure_passwords';
  6. Backup registry key " HKEY_LOCAL_MACHINE\\SOFTWARE\\Wow6432Node\\PLESK\\PSA Config " and delete sym_key key (" HKEY_LOCAL_MACHINE\\SOFTWARE\\Wow6432Node\\PLESK\\PSA Config\\Config\\sym_key ").

  7. Reset all passwords to random values using password mass changer script from this article.

  8. Additionally change password for database servers:

    mysql> update databaseservers set admin_password='********';

where ***** is curent Mysql or MSSQL admin password.

  1. Update password for admin of apsc database:
    mysql> update misc set aps_password='********';
    mysql> update mysql.user set password=password("**********") where user='apsc';

Cause

HKEY_LOCAL_MACHINE\\SOFTWARE\\Wow6432Node\\PLESK\\PSA Config\\Config\\sym_key was modified or corrupted.

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