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Error while accessing Plesk from WHMCS via API: Customer with external id 'whmcs_plesk_XX' is not found in panel

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Alexander Tsmokalyuk
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Applicable to:

  • Plesk Onyx for Linux
  • Plesk Onyx for Windows

Symptoms

Cannot access Plesk from WHMCS via API as a customer or cannot change password:

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

CONFIG_TEXT: Error code: 1013. Error message: Customer with email 'johndoe@example.com' is not found in panel. Please contact your service provider.

Cause

The external_id entry is missing in psa.clients MySQL table.

Resolution

Note: In case it happens during a migration, refer article: Cannot login to Plesk via WHMCS after migration: Customer with external id 'whmcs_plesk_XX' is not found in panel

Note: if the issue appears on WHMCS integrated with Plesk Multi Server, this database update should be done on the management node side.

  1. Log in to the server via SSH

  2. Create a backup of psa database:

    # plesk db dump > psa.current.sql

  3. Access Plesk database from command line:

    # plesk db

  4. Update the following value:

    MYSQL_LIN: mysql> update clients set external_id='whmcs_plesk_XX' where login='johndoe';

    where whmcs_plesk_XX - should be replaced with ID from the error
    johndoe - should be replaced with login of the customer affected by the issue.

 

For several accounts

  1. List all orphaned client accounts (which has no external_id or it is invalid):

    MYSQL_LIN: select id,cname,pname,login from clients where parent_id = 1 and (external_id = NULL or external_id = '0' or external_id = '') and clients.type <> 'reseller';

  2. Create a file with all external_id extracted from WHMCS database.
  3. Log in to WHMCS database via PHPMyAdmin or via MySQL CLI and list all external_id:

    CONFIG_TEXT: SELECT tblhosting.username, mod_pleskaccounts.panelexternalid FROM mod_pleskaccounts, tblhosting where mod_pleskaccounts.userid = tblhosting.userid and tblhosting.username <> '';

Further steps for Linux

  1. Back up Plesk database:

    # plesk db dump psa > psa.current.sql

  2. Prepare a file with logins of the customers and external IDs separated by spaces:

    # cat customers.txt
    cus1 f8fc8a02-870a-483a-8de7-2f2cf6d16ace
    edjhlbrh 1d0fa7bc-ecd8-4689-9931-99146b22a657

  3. Take the ID and customer login from the customers.txt file and set IDs for clients with the appropriate logins:

    # while read i j; do plesk db "update clients set external_id='$j' where login='$i'"; done < customers.txt

  4. Check the result in psa.clients table:

    # plesk db "select pname,login,external_id from clients"
    +-------------------+----------+--------------------------------------+
    | pname | login | external_id |
    +-------------------+----------+--------------------------------------+
    | Administrator | admin | NULL |
    | SomeCustomer | cus1 | f8fc8a02-870a-483a-8de7-2f2cf6d16ace |
    | whmcsReseller | res | 1d0fa7bc-ecd8-4689-9931-99146b22a657 |
    +-------------------+----------+--------------------------------------+

Further steps for Windows

  1. Back up Plesk database:

    C:\> plesk db dump psa > psa_backup.sql

  2. Prepare a file with logins of the customers and external IDs separated by spaces:

    C:\> more customers.txt
    cus1 f8fc8a02-870a-483a-8de7-2f2cf6d16ace
    edjhlbrh 1d0fa7bc-ecd8-4689-9931-99146b22a657

  3. Take the ID and customer login from the customers.txt file and set IDs for clients with the appropriate logins:

    C:\> for /f "usebackq tokens=1,2" %a in (customers.txt) do plesk db "update clients set external_id='%b' where login='%a'"

  4. Check the result in psa.clients table:

    C:\> plesk db "select pname,login,external_id from clients"
    +-------------------+----------+--------------------------------------+
    | pname | login | external_id |
    +-------------------+----------+--------------------------------------+
    | Administrator | admin | NULL |
    | SomeCustomer | cus1 | f8fc8a02-870a-483a-8de7-2f2cf6d16ace |
    | whmcsReseller | res | 1d0fa7bc-ecd8-4689-9931-99146b22a657 |
    +-------------------+----------+--------------------------------------+

Comments

7 comments

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  • Avatar
    Permanently Deleted User

    when i execute this i got ERROR 1046 (3D000): No database selected
    what is the name of database?

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  • Avatar
    Permanently Deleted User

    i solve with this:
    http://kb.odin.com/en/123492

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  • Avatar
    Alexander Tsmokalyuk

    @Felipe, you might have not logged in to the Plesk database properly. I have added this step to the article. Thanks for the reporting.

    0
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  • Avatar
    Kotso

    Reproduced same issue on Plesk Onyx 17.5 on Windows Server 2012 R2

    External ID-s are lost on every Plesk Onyx Update (happened 2x times withing last month) 

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  • Avatar
    Bulat Tsydenov

    @Kotso, Can you please clarify whether the issue is reproduced after forcing Plesk to reinstall microupdates with the command below:

    plesk installer --select-release-current --reinstall-patch --upgrade-installed-components

    Please, do not forget to make a dump of Plesk database. using this KB article https://support.plesk.com/hc/en-us/articles/213904125-How-to-backup-restore-a-Plesk-database-dump 

    -1
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  • Avatar
    Sathiya

    we are facing different issue with same error code

     

    Error code: 1013. Error message: Customer with email 'XXXX@gmail.com' is not found in panel. Please contact your service provider.

    1
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  • Avatar
    Ivan Postnikov

    Hello @Sathiya,

    As I can see, the issue is already under the investigation in the scope of a ticket, as additional checks are required to find the cause.

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