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

Applicable to:

Plesk 11.x for Windows
Plesk 12.5 for Linux
Plesk 12.5 for Windows
Plesk Onyx for Linux
Plesk Onyx for Windows

Symptoms

The following error occurs while accessing Plesk from WHMCS via API as customer with login johndoe or changing the password:

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

Cause

external_id entry is missing in psa.clients MySQL table. In case it happens during the migration, check this article: Cannot login to Plesk via WHMCS after migration: Customer with external id 'whmcs_plesk_XX' is not found in panel

Resolution

Note: To view all orphaned client accounts (which has no or invalid external_id),the following MySQL query can be used:

mysql> 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';

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

Log into the server via SSH.
Create a backup of psa database:

# MYSQL_PWD=`cat /etc/psa/.psa.shadow` mysqldump psa -uadmin > psa.current.sql
Access Plesk database from command line:
# plesk db
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.

Additional Information

It is possible to apply the fix for all domains at once, however, file with all external_id extracted from WHMCS database is required for that. The following query will retrieve such information:

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

For Linux

Create a backup of psa database:
# MYSQL_PWD=`cat /etc/psa/.psa.shadow` mysqldump psa -uadmin > psa.current.sql
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
Execute the following command to will 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
Check 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 |
+-------------------+----------+--------------------------------------+

For Windows

Back up psa database:
C:\> plesk db dump psa > psa_backup.sql
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
Execute the following command in Command Prompt to 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'"
Check 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

Permanently Deleted User March 23, 2017 14:01

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

0

Permanently Deleted User March 23, 2017 14:09

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

0

Alexander Tsmokalyuk March 28, 2017 04:33

@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

Kotso October 23, 2017 08:46

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)

0

Bulat Tsydenov October 27, 2017 12:32

@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

0

Sathiya January 09, 2019 08:28

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

Ivan Postnikov January 09, 2019 09:45

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.

0

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