Plesk installation/update/upgrade fails: Couldn't resolve host autoinstall.plesk.com

Symptoms

Plesk installation/update/upgrade fails with the following error message:

CONFIG_TEXT: File downloading products.inf3: Error: Couldn't resolve host 'autoinstall.plesk.com', retry...
Error: Couldn't resolve host 'autoinstall.plesk.com', retry...

OR

CONFIG_TEXT: Error: Failed to read product information from the file : Can't process products.inf3: Failed to download the file http://autoinstall.plesk.com/products.inf3:
Could not resolve host: autoinstall.plesk.com

Cause

The address autoinstall.plesk.com (or autoinstall-win.plesk.com for Windows servers) is not resolvable from a Plesk server due to network issues.

In some cases, this can be a temporary issue.

Resolution

1. Retry to update/upgrade Plesk later.

2. If the procedure still fails, perform the checks below and contact your hosting/ISP provider with the collected information for further troubleshooting.

For Linux

1. Connect to a Plesk server via SSH.

2. Check if autoinstall.plesk.com is accessible using the ping utility:

   # ping autoinstall.plesk.com

3. Check if autoinstall.plesk.com can be resolved from a Plesk server:

   # nslookup autoinstall.plesk.com

4. Verify that firewall is not blocking the connection.

5. Make sure that name servers are correct in the file /etc/resolv.conf. If in doubt, use Google Public DNS IP addresses as shown below:

   # cat /etc/resolv.conf
   nameserver 8.8.8.8
   nameserver 8.8.4.4

6. Check that there is no search record in the file /etc/resolv.conf. If the search record is present, then it prevents DHCP client from updating the file /etc/resolv.conf (if it is updated automatically). Either comment out the search directive or add the link to the host autoinstall.plesk.com as shown below:

   # cat /etc/resolv.conf
   ; generated by /sbin/dhclient-script
   search example.com autoinstall.plesk.com
   nameserver 192.168.0.1

For Windows Server

1. Connect to the Plesk server via RDP.

2. Start a command prompt and check if autoinstall-win.plesk.com is accessible using the ping utility:

   C:\> ping autoinstall-win.plesk.com

3. Check if autoinstall-win.plesk.com can be resolved from the Plesk server:

   C:\> nslookup autoinstall-win.plesk.com