User Backend does not open

[antony-bocholt]

We use Plesk 17.8.11 Update #43 with MagicSpam 2.1-10.1.

Its seems after updating magicspam from 2.1-9.X to 2.1.10.1 the plesk users cannot access their magicspam backend.
They will get following error:
Cannot find the MagicSpam user home directory

Configuration with an admin user works fine.

I've tried to resync the packages containing magicspam and also try to deinstall/reinstall magicspam.
Same problem.

[magicspam]

Hello Antony,

Thank you for your post.

To start troubleshooting this issue,

1. Could you please confirm that MagicSpam is working, except for packages and user interface features

2. Could you please send us directory permissions for subdirectories in the /var/cache/magicspampro folder; please provide the listing of:

ls -laR /var/cache/magicspampro

3. Could you please check whether the magicspam plan item exists; please run the following command as 'root':

plesk bin custom_plan_items --list

4. Could you please let us know if your customer can see the MagicSpam button from their Plesk user/reseller interface panel?

5. Lastly, could you please try running the following command and let us know if that resolves the issue:

/usr/local/psa/bin/secret_key --create -ip-address 127.0.0.1 /etc/magicspam/.secret_key
chown psaadm:psaadm /etc/magicspam/.secret_key


Thank you Antony.

[antony-bocholt]

1. Yes, Magickspam is working and if I log in as admin to plesk, I can use it as usual
2.

/var/cache/magicspampro:
total 16
drwxr-xr-x 4 magicspam magicspam 4096 Jun 22 2018 .
drwxr-xr-x 20 root root 4096 Feb 26 12:30 ..
drwxr-xr-x 3 psaadm psaadm 4096 Mar 13 14:44 bms
drwxr-xr-x 6 psaadm psaadm 4096 Feb 11 18:45 users

/var/cache/magicspampro/bms:
total 972876
drwxr-xr-x 3 psaadm psaadm 4096 Mar 13 14:44 .
drwxr-xr-x 4 magicspam magicspam 4096 Jun 22 2018 ..
-rw-r--r-- 1 psaadm psaadm 17337344 Mar 8 14:44 13
-rw-r--r-- 1 psaadm psaadm 78600192 Mar 13 02:44 23
-rw-r--r-- 1 psaadm psaadm 42353664 Mar 12 20:44 35
-rw-r--r-- 1 psaadm psaadm 193947648 Mar 13 14:44 36
-rw-r--r-- 1 psaadm psaadm 208055296 Mar 13 14:44 37
-rw-r--r-- 1 psaadm psaadm 207956992 Mar 13 14:44 38
-rw-r--r-- 1 psaadm psaadm 47104 Jun 22 2018 39
-rw-r--r-- 1 psaadm psaadm 167182336 Mar 13 14:44 4
-rw-r--r-- 1 psaadm psaadm 20874240 Mar 13 02:44 40
-rw-r--r-- 1 psaadm psaadm 39753728 Mar 12 20:44 41
-rw-r--r-- 1 psaadm psaadm 545792 Mar 11 20:44 42
-rw-r--r-- 1 psaadm psaadm 19511296 Mar 13 14:44 5
drwxr-xr-x 2 psaadm psaadm 4096 Mar 13 14:44 incoming

/var/cache/magicspampro/bms/incoming:
total 21072
drwxr-xr-x 2 psaadm psaadm 4096 Mar 13 14:44 .
drwxr-xr-x 3 psaadm psaadm 4096 Mar 13 14:44 ..
-rw-r--r-- 1 psaadm psaadm 17586 Mar 8 14:44 13.bz2
-rw-r--r-- 1 psaadm psaadm 308451 Mar 13 02:44 23.bz2
-rw-r--r-- 1 psaadm psaadm 66362 Mar 12 20:44 35.bz2
-rw-r--r-- 1 psaadm psaadm 10545506 Mar 13 14:44 36.bz2
-rw-r--r-- 1 psaadm psaadm 7534652 Mar 13 14:44 37.bz2
-rw-r--r-- 1 psaadm psaadm 2348875 Mar 13 14:44 38.bz2
-rw-r--r-- 1 psaadm psaadm 129 Jun 22 2018 39.bz2
-rw-r--r-- 1 psaadm psaadm 31804 Mar 13 02:44 40.bz2
-rw-r--r-- 1 psaadm psaadm 59070 Mar 12 20:44 41.bz2
-rw-r--r-- 1 psaadm psaadm 840 Mar 11 20:44 42.bz2
-rw-r--r-- 1 psaadm psaadm 609240 Mar 13 14:44 4.bz2
-rw-r--r-- 1 psaadm psaadm 17144 Mar 13 14:44 5.bz2

/var/cache/magicspampro/users:
total 24
drwxr-xr-x 6 psaadm psaadm 4096 Feb 11 18:45 .
drwxr-xr-x 4 magicspam magicspam 4096 Jun 22 2018 ..
drwxr-xr-x 3 psaadm psaadm 4096 Jun 22 2018 69
drwxr-xr-x 3 psaadm psaadm 4096 Jul 5 2018 72
drwxr-xr-x 3 psaadm psaadm 4096 Jun 25 2018 85
drwxr-xr-x 3 psaadm psaadm 4096 Feb 11 18:45 besch

/var/cache/magicspampro/users/69:
total 12
drwxr-xr-x 3 psaadm psaadm 4096 Jun 22 2018 .
drwxr-xr-x 6 psaadm psaadm 4096 Feb 11 18:45 ..
drwxr-xr-x 4 psaadm psaadm 4096 Sep 25 14:13 magicspam

/var/cache/magicspampro/users/69/magicspam:
total 24
drwxr-xr-x 4 psaadm psaadm 4096 Sep 25 14:13 .
drwxr-xr-x 3 psaadm psaadm 4096 Jun 22 2018 ..
drwxr-xr-x 2 psaadm psaadm 4096 Jun 22 2018 control
-rw-r--r-- 1 psaadm psaadm 1307 Feb 12 08:52 from_blacklist
-rw-r--r-- 1 psaadm psaadm 272 Feb 22 08:50 from_whitelist
drwxr-xr-x 2 magicspam magicspam 4096 Mar 13 00:32 logs

/var/cache/magicspampro/users/69/magicspam/control:
total 20
drwxr-xr-x 2 psaadm psaadm 4096 Jun 22 2018 .
drwxr-xr-x 4 psaadm psaadm 4096 Sep 25 14:13 ..
-rw-r--r-- 1 psaadm psaadm 15 Jun 22 2018 bms.enabled
-rw-r--r-- 1 psaadm psaadm 3 Jun 22 2018 bms.flagonly
-rw-r--r-- 1 psaadm psaadm 136 Jun 22 2018 rules.enabled

/var/cache/magicspampro/users/69/magicspam/logs:
total 488
drwxr-xr-x 2 magicspam magicspam 4096 Mar 13 00:32 .
drwxr-xr-x 4 psaadm psaadm 4096 Sep 25 14:13 ..
-rw-r----- 1 magicspam psaadm 997 Jan 31 23:56 .counterv2.dat.01
-rw-r----- 1 magicspam psaadm 997 Feb 28 23:55 .counterv2.dat.02
-rw-r----- 1 magicspam psaadm 997 Mar 13 18:15 .counterv2.dat.03
-rw-r----- 1 magicspam psaadm 997 Jun 30 2018 .counterv2.dat.06
-rw-r----- 1 magicspam psaadm 997 Jul 31 2018 .counterv2.dat.07
-rw-r----- 1 magicspam psaadm 997 Aug 31 2018 .counterv2.dat.08
-rw-r----- 1 magicspam psaadm 997 Sep 30 23:38 .counterv2.dat.09
-rw-r----- 1 magicspam psaadm 997 Oct 31 23:31 .counterv2.dat.10
-rw-r----- 1 magicspam psaadm 997 Nov 30 23:33 .counterv2.dat.11
-rw-r----- 1 magicspam psaadm 997 Dec 31 23:46 .counterv2.dat.12
-rw-r----- 1 magicspam psaadm 773 Mar 13 18:15 .counterv2.dat.hourly
-rw-r----- 1 magicspam psaadm 43737 Mar 13 18:15 mslog
-rw-r----- 1 magicspam psaadm 58797 Mar 12 23:42 mslog.1
-rw-r----- 1 magicspam psaadm 60326 Mar 11 23:55 mslog.2
-rw-r----- 1 magicspam psaadm 28508 Mar 10 23:57 mslog.3
-rw-r----- 1 magicspam psaadm 29439 Mar 9 23:35 mslog.4
-rw-r----- 1 magicspam psaadm 56028 Mar 8 23:34 mslog.5
-rw-r----- 1 magicspam psaadm 54234 Mar 7 23:39 mslog.6
-rw-r----- 1 magicspam psaadm 66885 Mar 6 23:54 mslog.7

/var/cache/magicspampro/users/72:
total 12
drwxr-xr-x 3 psaadm psaadm 4096 Jul 5 2018 .
drwxr-xr-x 6 psaadm psaadm 4096 Feb 11 18:45 ..
drwxr-xr-x 4 psaadm psaadm 4096 Nov 6 13:05 magicspam

/var/cache/magicspampro/users/72/magicspam:
total 28
drwxr-xr-x 4 psaadm psaadm 4096 Nov 6 13:05 .
drwxr-xr-x 3 psaadm psaadm 4096 Jul 5 2018 ..
drwxr-xr-x 2 psaadm psaadm 4096 Jul 5 2018 control
-rw-r--r-- 1 psaadm psaadm 28 Dec 27 13:01 exempt_ips
-rw-r--r-- 1 psaadm psaadm 15 Jul 5 2018 from_blacklist
-rw-r--r-- 1 psaadm psaadm 310 Mar 13 13:51 from_whitelist
drwxr-xr-x 2 magicspam magicspam 4096 Mar 13 00:35 logs

/var/cache/magicspampro/users/72/magicspam/control:
total 20
drwxr-xr-x 2 psaadm psaadm 4096 Jul 5 2018 .
drwxr-xr-x 4 psaadm psaadm 4096 Nov 6 13:05 ..
-rw-r--r-- 1 psaadm psaadm 21 Feb 22 15:22 bms.enabled
-rw-r--r-- 1 psaadm psaadm 2 Feb 22 15:22 bms.flagonly
-rw-r--r-- 1 psaadm psaadm 136 Jul 5 2018 rules.enabled

/var/cache/magicspampro/users/72/magicspam/logs:
total 312
drwxr-xr-x 2 magicspam magicspam 4096 Mar 13 00:35 .
drwxr-xr-x 4 psaadm psaadm 4096 Nov 6 13:05 ..
-rw-r----- 1 magicspam psaadm 997 Jan 31 23:55 .counterv2.dat.01
-rw-r----- 1 magicspam psaadm 997 Feb 28 23:55 .counterv2.dat.02
-rw-r----- 1 magicspam psaadm 997 Mar 13 17:59 .counterv2.dat.03
-rw-r----- 1 magicspam psaadm 997 Jul 31 2018 .counterv2.dat.07
-rw-r----- 1 magicspam psaadm 997 Aug 31 2018 .counterv2.dat.08
-rw-r----- 1 magicspam psaadm 997 Sep 30 22:34 .counterv2.dat.09
-rw-r----- 1 magicspam psaadm 997 Oct 31 23:22 .counterv2.dat.10
-rw-r----- 1 magicspam psaadm 997 Nov 30 23:42 .counterv2.dat.11
-rw-r----- 1 magicspam psaadm 997 Dec 31 22:52 .counterv2.dat.12
-rw-r----- 1 magicspam psaadm 773 Mar 13 17:59 .counterv2.dat.hourly
-rw-r----- 1 magicspam psaadm 24490 Mar 13 17:59 mslog
-rw-r----- 1 magicspam psaadm 35077 Mar 12 23:15 mslog.1
-rw-r----- 1 magicspam psaadm 33534 Mar 11 23:56 mslog.2
-rw-r----- 1 magicspam psaadm 17063 Mar 10 23:59 mslog.3
-rw-r----- 1 magicspam psaadm 13635 Mar 9 23:42 mslog.4
-rw-r----- 1 magicspam psaadm 26995 Mar 8 23:39 mslog.5
-rw-r----- 1 magicspam psaadm 37413 Mar 7 23:20 mslog.6
-rw-r----- 1 magicspam psaadm 33363 Mar 6 22:35 mslog.7

/var/cache/magicspampro/users/85:
total 12
drwxr-xr-x 3 psaadm psaadm 4096 Jun 25 2018 .
drwxr-xr-x 6 psaadm psaadm 4096 Feb 11 18:45 ..
drwxr-xr-x 4 psaadm psaadm 4096 Jun 25 2018 magicspam

/var/cache/magicspampro/users/85/magicspam:
total 20
drwxr-xr-x 4 psaadm psaadm 4096 Jun 25 2018 .
drwxr-xr-x 3 psaadm psaadm 4096 Jun 25 2018 ..
drwxr-xr-x 2 psaadm psaadm 4096 Jun 25 2018 control
-rw-r--r-- 1 psaadm psaadm 158 Feb 11 14:47 from_whitelist
drwxr-xr-x 2 magicspam magicspam 4096 Mar 13 00:15 logs

/var/cache/magicspampro/users/85/magicspam/control:
total 20
drwxr-xr-x 2 psaadm psaadm 4096 Jun 25 2018 .
drwxr-xr-x 4 psaadm psaadm 4096 Jun 25 2018 ..
-rw-r--r-- 1 psaadm psaadm 15 Jun 25 2018 bms.enabled
-rw-r--r-- 1 psaadm psaadm 3 Jun 25 2018 bms.flagonly
-rw-r--r-- 1 psaadm psaadm 136 Jun 25 2018 rules.enabled

/var/cache/magicspampro/users/85/magicspam/logs:
total 796
drwxr-xr-x 2 magicspam magicspam 4096 Mar 13 00:15 .
drwxr-xr-x 4 psaadm psaadm 4096 Jun 25 2018 ..
-rw-r----- 1 magicspam psaadm 997 Jan 31 23:42 .counterv2.dat.01
-rw-r----- 1 magicspam psaadm 997 Feb 28 23:55 .counterv2.dat.02
-rw-r----- 1 magicspam psaadm 997 Mar 13 18:28 .counterv2.dat.03
-rw-r----- 1 magicspam psaadm 997 Jun 30 2018 .counterv2.dat.06
-rw-r----- 1 magicspam psaadm 997 Jul 31 2018 .counterv2.dat.07
-rw-r----- 1 magicspam psaadm 997 Aug 31 2018 .counterv2.dat.08
-rw-r----- 1 magicspam psaadm 997 Sep 30 23:04 .counterv2.dat.09
-rw-r----- 1 magicspam psaadm 997 Oct 31 23:58 .counterv2.dat.10
-rw-r----- 1 magicspam psaadm 997 Nov 30 23:42 .counterv2.dat.11
-rw-r----- 1 magicspam psaadm 997 Dec 31 23:32 .counterv2.dat.12
-rw-r----- 1 magicspam psaadm 773 Mar 13 18:28 .counterv2.dat.hourly
-rw-r----- 1 magicspam psaadm 91300 Mar 13 18:28 mslog
-rw-r----- 1 magicspam psaadm 113496 Mar 12 23:46 mslog.1
-rw-r----- 1 magicspam psaadm 99342 Mar 11 23:48 mslog.2
-rw-r----- 1 magicspam psaadm 44500 Mar 10 23:52 mslog.3
-rw-r----- 1 magicspam psaadm 41078 Mar 9 23:21 mslog.4
-rw-r----- 1 magicspam psaadm 82107 Mar 8 23:58 mslog.5
-rw-r----- 1 magicspam psaadm 117661 Mar 7 23:47 mslog.6
-rw-r----- 1 magicspam psaadm 122011 Mar 6 23:52 mslog.7

/var/cache/magicspampro/users/besch:
total 12
drwxr-xr-x 3 psaadm psaadm 4096 Feb 11 18:45 .
drwxr-xr-x 6 psaadm psaadm 4096 Feb 11 18:45 ..
drwxr-xr-x 4 psaadm psaadm 4096 Feb 11 18:47 magicspam

/var/cache/magicspampro/users/besch/magicspam:
total 24
drwxr-xr-x 4 psaadm psaadm 4096 Feb 11 18:47 .
drwxr-xr-x 3 psaadm psaadm 4096 Feb 11 18:45 ..
drwxr-xr-x 2 psaadm psaadm 4096 Feb 12 12:18 control
-rw-r--r-- 1 psaadm psaadm 41 Feb 11 18:46 from_blacklist
-rw-r--r-- 1 psaadm psaadm 341 Feb 11 18:48 from_whitelist
drwxr-xr-x 2 magicspam magicspam 4096 Mar 13 10:09 logs

/var/cache/magicspampro/users/besch/magicspam/control:
total 20
drwxr-xr-x 2 psaadm psaadm 4096 Feb 12 12:18 .
drwxr-xr-x 4 psaadm psaadm 4096 Feb 11 18:47 ..
-rw-r--r-- 1 psaadm psaadm 15 Feb 11 18:45 bms.enabled
-rw-r--r-- 1 psaadm psaadm 3 Feb 11 18:45 bms.flagonly
-rw-r--r-- 1 psaadm psaadm 0 Feb 12 13:43 domains.disabled
-rw-r--r-- 1 psaadm psaadm 136 Feb 11 18:45 rules.enabled

/var/cache/magicspampro/users/besch/magicspam/logs:
total 56
drwxr-xr-x 2 magicspam magicspam 4096 Mar 13 10:09 .
drwxr-xr-x 4 psaadm psaadm 4096 Feb 11 18:47 ..
-rw-r----- 1 magicspam psaadm 997 Feb 28 17:41 .counterv2.dat.02
-rw-r----- 1 magicspam psaadm 997 Mar 13 18:02 .counterv2.dat.03
-rw-r----- 1 magicspam psaadm 773 Mar 13 18:02 .counterv2.dat.hourly
-rw-r----- 1 magicspam psaadm 7735 Mar 13 18:02 mslog
-rw-r----- 1 magicspam psaadm 3516 Mar 12 18:30 mslog.1
-rw-r----- 1 magicspam psaadm 3677 Mar 11 21:21 mslog.2
-rw-r----- 1 magicspam psaadm 730 Mar 10 16:39 mslog.3
-rw-r----- 1 magicspam psaadm 354 Mar 9 16:24 mslog.4
-rw-r----- 1 magicspam psaadm 3802 Mar 8 17:43 mslog.5
-rw-r----- 1 magicspam psaadm 1091 Mar 7 17:49 mslog.6
-rw-r----- 1 magicspam psaadm 2177 Mar 6 13:30 mslog.7

3. Yes, exists
Custom plan item.
Item name: magicspam
Item class name: Plan_Item_Custom
Item UUID: e7950155-876c-480b-b69c-9a3d0f2e56a6
Item visibility: true
Item description: magicspam
Item hint: magicspam
4. Yes, the can see the button, but the error message is show after clicking on it
5. The error still exists, after executing the commands.

[magicspam]

Hello Antony,

Thank you for providing us the requested information.

In order to continue troubleshooting this issue, could you please do the following and let us know if there are any error messages:

1. Resync the packages from the "Packages" tab in your MagicSpam admin-interface panel.

2. Turn off and turn on the packages and let us know if that resolve the issue.

Thank you Antony.

[antony-bocholt]

I resynced the packages and switched them off and on.
No error message, but the problem still exists.

I also installed new version: 2.1-10.3
Same problem.

[magicspam]

Hello Antony,

Thank you for your post.

To continue troubleshooting this issue, could you please send us the output of the following command:

cat /etc/magicspam/db/domain_list

For privacy reasons, feel free to send this information to our support team email address at:

support@magicspam.com

and we will further investigate this issue.

Thanks you Antony.

[antony-bocholt]

Dear support,

I send you in email with the necessary information.

[magicspam]

Thank you Antony,

We have received the email and will continue troubleshooting via email. Once we have the resolution in place we will also post it here.

[flexor]

Any updates on this? I've got the same problem since months!

[magicspam]

Hello flexor,

Thank you for your post.

As this issue was particular for the customer that originally reported this issue and we cannot be certain that the solution provided will work for you, could you please reach us at:

support@magicspam.com

to proceed with troubleshooting this issue for your server?

Thank you flexor,