Article ID: 114877, created on Oct 2, 2012, last review on Aug 12, 2014

  • Applies to:
  • Plesk Sitebuilder 4.x for Linux/Unix
  • Sitebuilder 4.x for Windows

Symptoms

The license key for Parallels Plesk SiteBuilder is not updated automatically. The following error is shown when you try to retrieve the license through:

Server > License Management > Retrieve Keys
--->8---
Key Authorization Server returns the following error:
Incorrect ServerInfo format
---8<---

Cause

The issue is caused by an invalid email address of the SiteBuilder admin user: root@localhost. This email is set by default.

Parallels Key Administrator does not support email address root@localhost.

Parallels Plesk SiteBuilder version 4.5.x

To resolve the issue, it is necessary to change the email address of the SiteBuilder admin user to another value. You may change this through the admin panel of Parallels Plesk SiteBuilder. Log in as the admin and navigate to the My Profile page. Enter a real value in the E-mail field and click "OK."

After that, Parallels Plesk SiteBuilder will be able to retrieve the license key from Key Administrator.

IMPORTANT: You will be able to change the email address of the admin user only while the license key is valid and the "My Profile" page is opened.
After the license key has expired, the "My Profile" page will not open. Please contact your Account Manager or Parallels Support Team to update and install the license key for you.

Parallels Plesk SiteBuilder version below 4.5.0

The admin user email address "root@localhost" is hardcoded in Parallels Plesk SiteBuilder versions older than 4.5.0. Please contact your Account Manager or the Parallels Support Team to update and install the license key for you. It is strongly recommended that you upgrade your Parallels Plesk SiteBuilder to the latest version, 4.5.9 (Linux) or 4.5.5 (Windows).

These KB articles may be useful for you:

[How to] How to upgrade Parallels Plesk SiteBuilder 1.x, 2.x, 3.x, or 4.x to the latest version (4.5)

[How to] How to verify Parallels Plesk SiteBuilder is up-to-date and install the updates


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