Symptoms

A Cancellation Order for Kaspersky APS application fails with the following output:

Removal of Service of Subscription #1070031 is failed. Stopping service of Order Item #2438226 failed: Stopping service for Subscription #1070031 failed: Platform error #error_code #-1, extype_id #-1, module_id #, APS suspendable resource '606f6a20-2a0a-4c0b-bec4-a538095535f2' was NOT disabled. Error message: Unknown error

Same error can be found in /var/log/pa/core.log:

Nov  4 19:55:36.355 : DBG [openapi:789418 remoting-task-98:656 pau]: c.p.p.tracer exit by exception: com.parallels.pa.service.provisioning.ejb.SubscriptionLifecycleIntegratorBean.notifySuspendableResources correlationId openapi:789418 javax.ejb.EJBException: APS suspendable resource '606f6a20-2a0a-4c0b-bec4-a538095535f2' was NOT disabled. Error message: Unknown error

In /var/log/httpd/error_log on the APS application endpoint, a more detailed output can be observed:

[2019-11-04 19:05:48.706490 UTC] DEBUG Result:
{
    "code": 6003,
    "error": "Kaspersky::KORMException",
    "message": "6003: {\"message\":\"Error(c15367a3-b1f5-4538-a179-95b90574eba3): \\\"Subscription must not be in hard canceled state.\\\" (code 3002)\",\"variables\":[]}",
    "stacktrace": [
        "#0 /var/www/html/kssfb/lib/KORMClient.php(379): Kaspersky\\KORMClient::HttpRequest()",
        "#1 /var/www/html/kssfb/lib/KORMClient.php(392): Kaspersky\\KORMClient->HttpRequest()",
        "#2 /var/www/html/kssfb/lib/KORMClient.php(684): Kaspersky\\KORMClient->HttpPost()",
        "#3 /var/www/html/kssfb/SubscriptionService.php(599): Kaspersky\\KORMClient->HardCancel()",
        "#4 /var/www/html/kssfb/lib/runtime/aps/2/rest.php(1093): SubscriptionService->disable()",
        "#5 /var/www/html/kssfb/lib/runtime/aps/2/runtime.php(401): Rest\\RestService->handle()",
        "#6 /var/www/html/kssfb/lib/runtime/aps/2/runtime.php(459): APS\\Loader->handleHttpRequest()",
        "#7 /var/www/html/kssfb/lib/runtime/aps/2/runtime.php(471): APS\\Loader->process()",
        "#8 [internal function]: APS\\Loader->__destruct()",
        "#9 {main}"
    ]
}

Cause

This behaviour has been addressed in an internal request #KESBC-109 and fixed in 1.0-554 package version.

Resolution

Consider an upgrade of Kaspersky APS Application to the aforementioned or newer version to mitigate the cancellation issue.

Internal content