Knowledge Base

Cannot login to Plesk via WHMCS after migration: Customer with external id ‘whmcs_plesk_XX’ is not found in panel

Symptoms

Migration Plesk to Plesk was performed.
WHMCS is used on the server.
The following error is shown when accessing user with login ‘example’ in Plesk via WHMCS:
PLESK_INFO: Error code: 1013. Error message: Customer with external id ‘whmcs_plesk_XX’ is not found in panel.
External_id is missing for the user with login ‘example’:

MYSQL_WIN: mysql> select external_id from clients where login=’example’;
Empty set (0.00 sec)

Cause

This is caused by the Plesk Migrator bug #PMT-3035 which been already fixed for all versions.

Resolution

The solution for the migration via UI is planned for the next Plesk Migrator release with no ETA in the scope of User Story PMT-4819.

Warning: Do not share the ID #PMT-4819 with the customers as it will not be mentioned in the changelog, however the changelog will have some mention of this fix when it comes.

As a solution, external_id can be updated via command line now:

Plesk for Windows:

Connect to the target server via RDP;
Copy sample configuration file from the %plesk_dir%adminplibmodulespanel-migratorbackendconfsamplesplesk-windows.ini file to the <PLESK_DATA_DIRECTORY>varmodulespanel-migratorconf directory. To find $PLESK_DATA_DIRECTORY location on the server use the following command:

C:> reg query “HKLMSOFTWAREPleskPSA ConfigConfig” /v PRODUCT_DATA_D /reg:32

Note: If the folder <PLESK_DATA_DIRECTORY>varmodulespanel-migratorconf does not exist, create it and place the file into it.
Rename plesk-windows.ini to config.ini

Specify IP addresses of source and target server and their credentials in config.ini file, for example:

[plesk]
 ; An IPv4 address of the target Plesk server.
 ip: 203.0.113.200
 ; Panel administrator's login. If not specified, 'admin' is used.
 ; panel-username: admin
 ; Panel administrator password. If not specified, it is automatically detected.
 panel-password: required_password
 [pfw]
 ; An IP v4 address of this source Plesk server.
 ip: 203.0.113.300
 ; Panel administrator user name. If not specified, 'admin' is used.
 ; panel-username: admin
 ; Panel administrator password. If not specified, it is automatically detected.
 panel-password: required_password
 ; User name of the privileged system user on this Plesk server. Default is 'Administrator'.
 ; windows-username: Administrator
 ; Password of the privileged system user on this Plesk server.
 windows-password: required_password

Generate the migration list:

C:> “%plesk_dir%adminplibmodulespanel-migratorbackendplesk-migrator.bat” generate-migration-list
Update external_id on the source server:

C:> “%plesk_dir%adminplibmodulespanel-migratorbackendplesk-migrator.bat” set-external-id

Another solution:

Login to the source server via RDP.
Generate list of client’s and their external id’s:
C:> plesk db -NBe “select login,external_id from clients where parent_id = 1 and (external_id != NULL or external_id != ‘0’ or external…