Errors when trying to open Parallels Plesk

APPLIES TO:

• Parallels Plesk 11.0 for Linux
• Parallels Plesk 11.5 for Linux
• Parallels Plesk 11.0 for Windows
• Parallels Plesk 11.5 for Windows
• Parallels Plesk 10.4 for Windows

Symptoms

It is not possible to access Parallels Plesk. The browser displays one of the following errors:

ERROR: SWKeyExFatalError
xmlrpc error: XML parsing failed

Along with the following stack trace:

0: common_func.php3:4523
of_get_key_by_product(string 'plesk-win')
1: common_func.php3:4523
getPleskKey()
2: common_func.php3:4602
getKeyProp(string 'demo')
3: auth.php3:54

Alternatively, you may see an error like this:

    xmlrpc error: Expected <param> to have 1 children, found 0
    ---------------------- Debug Info -------------------------------
    0: common_func.php3:4684
         of_get_all_keys()
    1: common_func.php3:4684
         pkey_fetch_key_list()
    2: KeyInfoForm.php:171
         KeyInfoForm->get_bye_online_url(string 'new', string '')
    3: KeyInfoForm.php:77
         KeyInfoForm->assign()
    4: key_info.php:4 

Cause

The above error indicates that either the %plesk_dir%\admin\repository\registry.xml file and/or one of the license key files from %plesk_dir%\admin\repository\keys\ is corrupt.

Resolution

Delete or rename the '%plesk_dir%\admin\repository\registry.xml' file and try to access Plesk again. A new file should have been generated automatically. Alternatively, rename the corrupted file and execute the command below:

    C:\Parallels\Plesk\admin\bin>keymng.exe --get-key-number

If this does not resolve the issue, one or several license key files from '%plesk_dir%\admin\repository\keys\' could be corrupt. You can use the following algorithm to resolve the issue:

1. Check the contents of the '%plesk_dir%\admin\repository\keys\' folder. If it contains only one license key file, this is probably the main Plesk license. If it is corrupt (improper XML syntax or the file is just empty), please obtain the valid license file from your provider and install using the following command:
   

   "%plesk_bin%\keymng.exe" --install --source-file=<path_to_file>
   

   Now Plesk should be working.
2. If there are several license files, you need to find out which of them is the main Plesk license file. It will contain patterns similar to the below:
   

   <core:description>
   <core:keytype>Parallels Plesk Panel 10.x/11.x and Later for Windows </core:keytype>
   <core:product core:type="string">plesk-win</core:product>
   

   Only leave the main Plesk license file in '%plesk_dir%\admin\repository\keys\' and make sure you can log into Plesk. If not, proceed with item one.
3. Log into Plesk and click 'receive keys' in the "Tools % Settings > License" section. This will automatically fetch all additional keys from KA unless there are connection problems with the KA server.