SOLVED CPANEL-34843 - Transfer Tool "Failed to load package" error in version 92

[schoeps]

Skipped: The “Account” restore module failed because of an error: Failed to create the account: Hook denied creation of account: Failed to handle event Accounts::Create. Error: API request failed. Command: whmapi1 getpkginfo pkg=undefined --output=json Response: {"metadata":{"result":0,"reason":"Failed to load package “undefined”: No such file or directory","version":1,"command":"getpkginfo"}}

Got this attempting to restore a backup file using "Transfer or Restore a cPanel Account"

Worked A-OK on 90! Mysql was rolled back to fix the other errors... Open a ticket?

 

[andrew.n]

Do you have any custom hooks in WHM under Development » Manage Hooks?

 

[schoeps]

No custom hooks, this is a serious problem and is affecting all our production servers.

 

[schoeps]

just realized I had all the servers set to "Current" tier

 

[schoeps]

OK, support was great on this one... It appears that cPanel is now more strict about packages (this is a good thing). Make sure that you have a package type that exists or the restore will not work. This includes restores on the same box.

 

[andrew.n]

Glad you were able to get this figured out so quickly!

 

[cPRex]

I'm glad our team was able to help you with that issue!

 

[tui]

I dont think this is a good feature... im having the same problem ( Failed to load package ) when trying to restore a cpanel full backup file from another hosting provider, i obviously do not have the packages they have so im unable to restore the account on my server, this is a problem, we migrate accounts from other providers to us almost everyday and now we need to create a package with a name of the other hosting provider, this is unnecessary and annoying, there should be a option to force the account creation (as it worked before) or ask to choose one of the packages on server in order to restore it...

with this new "feature" we are forced to create unnecessary packages on the server only for restore an account...

 

[cPRex]

@tui - that additional behavior would be a great feature request if you want to get that submitted!

 

[tui]

@tui - that additional behavior would be a great feature request if you want to get that submitted!

Do you understand how ridiculous it is? This discussion shouldn't even exist , At what point did cpanel think that this would be a good idea? cPanel just remove something that worked more than fine to create a new need , ask the users to create a feature request for something that already existed in past... this is the new cpanel? Removing things that worked to add them again as a new feature and justify price increases ?

Do you think how many accounts migrations hosting providers do every day?

It is as if you woke up and found that now you cannot anymore put your suitcases in your car because they are not the internal color of your car and now you must paint your car to match the color of each suitcase you want to put (one by one) and there is no other way to put your suitcases on your car and you need to ask the car maker to add a feature that allow you car to change the internal color everytime you need to put a suitcase on it and wait years to have this "new feature" ..... that ridculous it sounds

cPanel price increases for things like this ...

 

[cPRex]

@tui - let me do some testing with this and get some more details. I'm going to reset the thread to "in progress" so I make sure I don't miss it.

 

[cPRex]

@tui - it's definitely an issue :D

Here is the testing scenario I setup:

-On the Source machine, I created a domain "migtest.com" and assigned it a package "migrationtest"
-On the Destination machine, used Transfer Tool to move the account. The custom package was not preconfigured on the Destination and I didn't include that as part of the transfer. Both Source and Destination servers are running cPanel version 90
-The only warning I saw in my transfer was the following:

TRANSFER: 1 completed, 0 had warnings, and 0 failed.
RESTORE: 1 completed, 1 had warnings, and 0 failed.
RESTORE: Account “migtest”: Warnings
Set EasyApache4 PHP version for domain “migtest.com” to “inherit” because version “ea-php56” is not installed.

but I didn't see a warning about the package.

I then performed the same test but with a version 92 Destination machine, and confirmed the OP's error.

After seeing this in person, I also don't agree with the behavior so I have filed case CPANEL-34843 to get this resolved. You can monitor that case here for updates:

cPanel

support.cpanel.net

but I'll also make sure this thread gets updated once it has been resolved.

@schoeps - if you do open a ticket related to a forum post, could you include the ticket number here in the future? That lets us track the issue everywhere so we can update everyone with the latest details and how it was resolved.

 

[sneader]

Is there any ETA on fixing this? We are absolutely not upgrading to 92 until this is resolved. It's very common to copy accounts from other hosting providers, and this is a show stopper for us.

- Scott

 

[cPRex]

Whoops - sorry for not updating this! Wordpress Toolkit 5.1.4 was released on November 17, which has the fix for this issue, so we actually didn't need to implement anything on the cPanel side of things. It's all set now :D