Unable to update Plesk: Failed to read product information from the file : Can't process products.inf3: Failed to download the file http://autoinstall.plesk.com/products.inf3

Symptoms

• Errors like below are provided in /var/log/plesk/install/autoinstaller3.log log:

  ...
  Checking for installed packages...  
  Downloading file products.inf3 (retry 3 of 3): Recv failure: Connection reset by peer  
  Downloading file versions.inf3 (retry 3 of 3): Operation too slow. Less than 500 bytes/sec transferred the last 30 seconds  
  Failed to read product information from the file : Can't process products.inf3: Failed to download the file http://autoinstall.plesk.com/products.inf3 (79.127.170.195):  
  Recv failure: Connection reset by peer  
  Can't process versions.inf3: Failed to download the file http://autoinstall.plesk.com/versions.inf3 (79.127.235.8):  
  Operation too slow. Less than 500 bytes/sec transferred the last 30 seconds
  ..
  

• Checks with curl provide similar errors:

  # curl http://autoinstall.plesk.com/products.inf3
  curl: (56) Recv failure: Connection reset by peer

  # curl http://autoinstall.plesk.com/products.inf3
  curl: (28) Failed to connect to autoinstall.plesk.com port 80 after 294685 ms: Connection timed out

  # curl --resolve autoinstall.plesk.com:80:79.127.211.89 -v http://autoinstall.plesk.com/products.inf3
  * Added autoinstall.plesk.com:80:79.127.211.89 to DNS cache
  * Hostname autoinstall.plesk.com was found in DNS cache
  * Trying 79.127.211.89:80...

• Checking network path:

  # tracepath 79.127.211.89 
  1?: [LOCALHOST] pmtu 1500
  1: no reply
  2: no reply
  3: no reply
  4: no reply
  5: no reply

• Checks with tcpdump show that server is sending outgoing packets, but don't receive a response::

  # tcpdump -n -i eth0 host 79.127.211.89 tcpdump: verbose output suppressed, use -v[v]... for full protocol decode listening on eth0, link-type EN10MB (Ethernet), snapshot length 262144 bytes 06:22:42.032986 IP 203.0.113.2.54896 79.127.211.89.80: Flags [S], seq 1064732123, win 64240, options [mss 1460,sackOK,TS val 470992263 ecr 0,nop,wscale 7], length 0
  06:22:43.052501 IP 203.0.113.2.54896 79.127.211.89.80: Flags [S], seq 1064732123, win 64240, options [mss 1460,sackOK,TS val 470993283 ecr 0,nop,wscale 7], length 0
  06:22:45.068499 IP 203.0.113.2.54896 79.127.211.89.80: Flags [S], seq 1064732123, win 64240, options [mss 1460,sackOK,TS val 470995299 ecr 0,nop,wscale 7], length 0
  06:22:49.132497 IP 203.0.113.2.54896 79.127.211.89.80: Flags [S], seq 1064732123, win 64240, options [mss 1460,sackOK,TS val 470999363 ecr 0,nop,wscale 7], length 0

Cause

Connectivity issue from the server to one of the CDN77 IP addresses (79.127.211.89 in the examples above) used by autoinstall.plesk.com.

Resolution

• Make sure that autoinstall.plesk.com IPs are not blocked by server firewall or Fail2Ban.

Note: You can find all IP addresses that autoinstall.plesk.com resolves to by using a command-line tool such as dig or a web tool such as https://dnschecker.org.

Note: If the workaround does not help, please contact your Hosting Provider/Internet Service Provider to investigate the network-level issue further.