Symptoms

Customer is trying to deactivate the DNS entry:

A    www.customer.com.   1.2.3.4

but it shows the error:

An internal error occurred.
Error ID: 1446116726649

Operations Automationsversion is below 6.0

The following messages appear in poa.debug.log: 

Oct 31 18:14:06 osscore : ERR [UI:91711ae9:24230282:1446315246092 1:14640:acbd3b70 lib]: [txn:3610144 SDK::ChangeDNSRecordStatusObserver::onChangeDNSRecordStatus] ExSystem: module_id:'Common', ex_type_id:'1',Message:'Internal error: void Plesk::SaaS::SaaSManager_impl::updateDNSRecordAPSResourceState(const SDK::TDomain&, const SDK::TDNSRecord&) : [APSC] Resource for record 2726663 is not found..', deprecated_codes = (0, 0), properties = { reason: 'void Plesk::SaaS::SaaSManager_impl::updateDNSRecordAPSResourceState(const SDK::TDomain&, const SDK::TDNSRecord&) : [APSC] Resource for record 2726663 is not found.', }
Oct 31 18:14:06 osscore : ERR [UI:91711ae9:24230282:1446315246092 1:14640:acbd3b70 lib]: [txn:3610144 SDK::ChangeDNSRecordStatusObserver::onChangeDNSRecordStatus] failed to notify observer sc_id 275 [SDK::ChangeDNSRecordStatusObserver] (CORBA::Exception)
Oct 31 18:14:06 osscore : DBG [UI:91711ae9:24230282:1446315246092 1:14640:acbd3b70 lib]: [txn:3610144 SDK::ChangeDNSRecordStatusObserver::onChangeDNSRecordStatus] <=== EXIT (by exception) [0.122681]

Cause

This issue is caused by software-related issue APS-16350 - not all DNS records are propagated to the APS Controller.

Resolution

Upgrade OSA up to 6.0 or higher. During the upgrade system should check and propagate missing records.

To apply the workaround on 5.5 please do the following:

  1. Figure out owner_id for this record:

    plesk=> select owner_id from domains where domain_id = (select domain_id from dns_resource_records where rr_id=2726663);
 owner_id
----------
    1020501
(1 row)

  2. Issue the following command as root user on the OA Management node:

    /usr/local/pem/bin/saas_ctl sync_account 1020501 no

    where 1020501 is a customer ID domain 'www.customer.com' belongs to.

  3. Make sure the following task passed through afetrwards:

    Propagation of APS 2.0 resources for the account #1020501
  4. Activate/deactivate required record

Internal content