Unable to retrieve licence key

[klaash]

Hello all!

I'm having trouble retrieving new licence keys:
After pressing 'retrieve keys' I get the following error: 'Server response: No properly formed ip addresses'

In another posting this should relate to a problem with Sitebuilder, but we do not have Sitebuilder installed
(Component Sitebuilder: not installed).

I can connect to the licence server at ka.swsoft.com, so there's no connection issues.

Any input welcome !

Klaas Haasjes

Windesheim University of Applied Science
The Netherlands

 

[phoenixisp]

It may be a firewall issue. Make sure that port 5224 is open, that's th eone Plesk uses for the keys.

 

[klaash]

I've checked, but port 5224 is open.
The error 'Server response: No properly formed ip addresses' seems to relate to a problem with resolving of the Sitebuilder hostname ( http://kb.odin.com/en/3567 ).
If I check the installed components it states that sitebuilder is not installed.
I can't run the command sb_config from root ( command not found )

 

[ziba@]

Hi,

Try running /usr/local/sitebuilder/utils/configure --help (it's same as sb_config) and check that hostname returned with this command resolves correctly but it is not likely to help since you most probably do not even have Sitebuilder installed since it is not shown in components list.

Another thing you can check is: issue the following command:
hostname

and make sure that it can be resolved to IP address or at least add it to /etc/hosts.

If it still does not help then restart Plesk, login to control panel, click on Retrieve key and check what records will appear in Plesk error log (/usr/local/psa/admin/logs/httpsd_error_log), try checking Parallels knowledge base for errors you will see in logs and if it still does not help let us know what you see in logs.

 

[klaash]

Thank you for your input!

I've tried running /usr/local/sitebuilder/utils/configure --help , but this doesn't exist.

Issuing command 'hostname' resolves correctly to this server,then added ip address to /etc/hosts just in case.

After restart en clicking on 'Retrieve Key' I get the following errors in /usr/local/psa/admin/logs/httpsd_error_log:

Processing config directory: /usr/local/psa/admin/conf/httpsd.*.include
[Wed Sep 3 10:37:54 2008] [notice] Apache configured -- resuming normal operations
[Wed Sep 3 10:37:54 2008] [notice] Accept mutex: sysvsem (Default: sysvsem)
Activation request for 'sapp-PPWSE-1' added
Curl failed: error 1
Remote call failed
Connection error #-504: Network errorKey update performed at Wed Sep 3 10:37:55 2008
result: Temporary error
Licensing Server Unreachable: Unable to connect with licensing server.
Please make sure that your network allows communication to ka.swsoft.com:5224.
For more details check system help pages.
Activation request for 'sapp-PPWSE-1' added
Key update performed at Wed Sep 3 10:44:38 2008
result: Temporary error
Server response: No properly formed ip addresses

No ports are blocked to ka.swsoft.com in our firewall and I can telnet to ka.swsoft.com:5224 from the server

 

[shall]

we're seeing the exact same thing here.

 

[klaash]

So far we haven't had any success solving this problem.
Our licence has expired know (paid for till april 2009) so we're not able to create new sites or make changes to existing sites.

 

[shall]

So far we haven't had any success solving this problem.

I was able to talk to my reseller and they resolved it. No information on how they did it, unfortunately. The bash history for that period includes:

telnet ks.plesk.com 5224
traceroute ks.plesk.com
traceroute ka.plesk.com
telnet ka.plesk.com 5224
ifconfig -a
locate sb_config
updatedb &
cd /usr/local/psa/
ls
cd etc/
ls
top
locate 
locate sb_config
exit

They may have done something within the Plesk web interface itself, too, though.

Good luck!

 

[klaash]

Looks like they checked connection to ka.swsoft.com, the configuration of the network adapter and the configuration tool for sitebuilder.

Unfortunatly it doesn't solve our problem but thanks for your reply !

 

[kernelhostit]

same issue

Does anyone have any ideas on how to resolve this one? We're now in our grace period and are getting the same issue!! Is there any way we can get swsoft to just email us the key so that we can manually upload it?

 

[kernelhostit]

erm, ok scratch that. After messing around for hours and searching. I just restarted httpsd and it resolved the issue for me. 'killall -HUP httpsd' then did the retrieve keys again from the panel

 

[klaash]

Thanks !

It works for us too !

 

[dynaweb]

Wth

WTH, why should that even work (but it does). Shouldnt the product do that for you? WTG Plesk. Plesk wins again. LOL.