Original Publishing Date: 2023-06-14 Symptoms Customer has active subscriptions correctly displayed on CP, but login in UX1, under Account > Subscriptions the screen shows as no subscriptions: In browser console you can see an Error 500 on the GET: https://cp.domain/aps/2/resources/7483db67-a804-4f35-b7a3-1a0afe9ab63e/sm/subscriptions?and(sort(-subscriptionId),limit(0,40)) In core / oss logs you can find following error message for the GET request: c.p.p.tracer exit by exception: com.parallels.pa.service.bss.sm.ejb.SubscriptionManagementProxyBean.listSubscriptionsWithTaxes correlationId 76952718-0 930-ded1-9a62-4dbd940ad6d3 javax.persistence.PersistenceException: org.hibernate.HibernateException: Found shared references to a collection: com.parallels.pa.service.bss.pc.domain.PlanPeriod.actionPolicies Cause Issue is caused by software related issue #OA-33148.  Resolution Software related issue #OA-33148 is planed to be fixed in future Operations platform releases. Currently there is no available work around. Please reach out to your Technical Account Manager to clarify the status of this issue.

Original Publishing Date: 2021-08-16 Symptoms User login gets a blank page, and this is what shown in address bar: https://{brand_name}/servlet/sso/?client_name=sr3&version=1620207947446&reason=USER_LOCKED User's roles as Account Administrator: Privileges 'Own CP Access' was found disabled by default for role Account Administrator: Cause "Own CP Access" privilege was disabled by default for role Account Administrator. Privilege "Own CP Access" is a privilege that controls the ability to log in to Operations control panel as per mentioned in our documentation - Own CP Access. Resolution Added role Staff Member Defaults which having privileges 'Own CP Access' enabled and now the user able to login.

Original Publishing Date: 2023-06-19 Symptoms After Provider upgrade the UX1 Subscription Management microservice component to version 5.3.1603, a customer and/or a reseller wants to place an order for a partial upgrade of Microsoft NCE subscription with the seat transfer to a new subscription using the UX1 panel, but the option to Partial Upgrade is not showing in the UX1 subscription details within CCP. The plan has the upgrade paths configured and an immediate switch allowed as per documentation here. All the others requirements from this documentation page are meet as well, namely: Note: If a subscription does not have the Active status, it has pending orders, or number of seats is equal to the value set in Min Units, the Partial upgrade button on the Subscription screen and the Partial upgrade wizard will be unavailable. Cause The cause of the issue is due to the fact that Partial Upgrade Flag should be synced not only on "Sync Price" option as per new software related issue with ID #OA-35278. Resolution The issue has been fixed in CBC 21.12. Please consider upgrading to the latest version.

Original Publishing Date: 2023-06-22 Symptoms While trying to upload Usage Report at Provider Control Panel > UX1 > Usage Reports > Upload Report, the error displayed: PC_040 :: Cannot find secondary unit in list of secondary units [] for ProductItem with sku Cause Software issue RE-3061, where Usage Report won't be processed because on the UOM creation step "en" prefix is added to its name. RE should consider this prefix as the language prefix but it's instead considering as part of the UOM name, hence not finding it in the DB. Resolution Please communicate with your TAM or check release notes on our sites for further news on RE-3061 fix.

Original Publishing Date: 2023-06-22 !!Please kindly note that the following article encompasses a comprehensive set of PostgreSQL database administration checks and is not exclusively tailored to the CloudBlue platform.   The provided steps aim to offer valuable guidance and insights into general PostgreSQL database administration practices. We sincerely appreciate your understanding and hope that you find this information beneficial in managing your PostgreSQL databases effectively. Check disk IO throughput Make sure block device at "/var/lib/pgsql" can deliver 1k iops both for read and write: # yum install -y epel-release # yum install -y fio ### read test fio --ioengine=libaio --direct=1 --runtime=60s --time_based --name=testfio --filename /var/lib/pgsql/testfio --bs=4k --iodepth=64 --size=8G --readwrite=randread ### write test # fio --ioengine=libaio --direct=1 --runtime=60s --time_based --name=testfio --filename /var/lib/pgsql/testfio --bs=4k --iodepth=64 --size=8G --readwrite=randwrite Check pgbench database tps, should be above 1k Choose appropriate DB size through scale-factor: https://www.cybertec-postgresql.com/en/a-formula-to-calculate-pgbench-scaling-factor-for-target-db-size/. Choose scale-factor to get double of available system memory, to make sure disk is involved.  # su - postgres $ createdb testdb $ /usr/pgsql-11/bin/pgbench -s10000 -i testdb #read/write load $ /usr/pgsql-11/bin/pgbench -T60 -c32 -P10 -r testdb ... tps = 20994.537177 (without initial connection time) statement latencies in milliseconds: 0.098 BEGIN; 0.262 UPDATE pgbench_accounts SET abalance = abalance + :delta WHERE aid = :aid; 0.110 SELECT abalance FROM pgbench_accounts WHERE aid = :aid; 0.113 UPDATE pgbench_tellers SET tbalance = tbalance + :delta WHERE tid = :tid; 0.102 UPDATE pgbench_branches SET bbalance = bbalance + :delta WHERE bid = :bid; 0.087 INSERT INTO pgbench_history (tid, bid, aid, delta, mtime) VALUES (:tid, :bid, :aid, :delta, CURRENT_TIMESTAMP); 0.723 END; ... #read load $ /usr/pgsql-11/bin/pgbench -T60 -c32 -P10 -r -S testdb ... tps = 143746.161233 (without initial connection time) statement latencies in milliseconds: 0.000 \set aid random(1, 100000 * :scale) 0.213 SELECT abalance FROM pgbench_accounts WHERE aid = :aid; ... Check shared buffer sizes adequate to workset oss=> show shared_buffers; shared_buffers ---------------- 3840MB SELECT relname, heap_blks_read, heap_blks_hit, round(heap_blks_hit::numeric/(heap_blks_hit+heap_blks_read+1), 3) as heap_ratio, idx_blks_read, idx_blks_hit, round(idx_blks_hit::numeric/(idx_blks_hit+idx_blks_read+1), 3) as idx_ratio FROM pg_statio_user_tables WHERE relname IN ('aps_resource', 'aps_security_link', 'aps_resource_link', 'aps_property_value'); relname | heap_blks_read | heap_blks_hit | heap_ratio | idx_blks_read | idx_blks_hit | idx_ratio --------------------+----------------+---------------+-------------------+---------------+--------------+------------------- aps_resource | 54487439979 | 374114799825 | 0.87 | 1543001724 | 519862569274 | 0.99 aps_resource_link | 151346031230 | 1763546331360 | 0.92 | 10123813837 | 605611978756 | 0.98 aps_property_value | 7869251824 | 27971938761 | 0.78 | 4312642679 | 179548174263 | 0.97 (3 rows) SELECT relname, heap_blks_read, heap_blks_hit, round(heap_blks_hit::numeric/(heap_blks_hit+heap_blks_read+1), 3) as heap_ratio, idx_blks_read, idx_blks_hit, round(idx_blks_hit::numeric/(idx_blks_hit+idx_blks_read+1), 3) as idx_ratio FROM pg_statio_user_tables WHERE relname IN ('SalesOrder', 'Plan', 'Account'); relname | heap_blks_read | heap_blks_hit | heap_ratio | idx_blks_read | idx_blks_hit | idx_ratio ------------+----------------+---------------+--------------------+---------------+--------------+-------------------- Account | 1 | 600 | 0.99 | 28 | 1793 | 0.98 Plan | 1 | 150 | 0.98 | 28 | 464 | 0.94 SalesOrder | 0 | 0 | 0 | 16 | 502 | 0.96 heap_ratio, idx_ratio should be above 0.99. Shared buffers of 3840MB is not enough for this dataset. Check database bloat https://cbportal.freshservice.com/support/solutions/articles/23000097177

Original Publishing Date: 2023-06-23 Symptoms Try to import NCE subscription returns following error on the estimate request: com.ingrammicro.imcp.library.application.exception.ApplicationException: com.ingrammicro.imcp.library.aps.exception.APSInvocationException: Incorrect Response from APS Controller, Status Code is '500' caused by: com.parallels.pa.rest.BillingAPIFault: Rating Engine call error: HTTP server returns error with code 500: RES_007 :: Cannot resolve a resource \"RES:XXXX_FEE:SETUP\" to modify by action MIGRATE" Cause Resource Rate from Service Plan you are trying to import is configured incorrectly. According to the official documentation it should not contain included resources - Provider Costs Limitations. You can confirm from Billing > Service Plan > Resource Rates. Resolution Modify Resource Rate from the mentioned Service Plan and switch included resources to 0.

Original Publishing Date: 2023-06-27 Symptoms Customer with an active CTERA connect subscription can not access to the service from UX1 using SSO button: when click on 'sign in into....' button new tab is open in the browser: Instead the Sign In Into the Service button doesn´t work. Cause Current code is not compatible with wfastcgi configuration since it's demonized on actions.py, so it's not able to be executed.  Resolution The case has been analyzed further and submitted to CloudBlue Automation R&D Team as an internal issue with ID #CCTE-41. The fix is considered to be included in one of the next CTERA connect product version.

Original Publishing Date: 2023-06-27 Symptoms Try to import PPR file from UX1 panel shows following error message: Unexpected error while parsing configuration, please contact support Upon reviewing inhouse log following error message can be found: Caused by: java.lang.IllegalStateException: Duplicate key SQL Server 2022 - 1 Device CAL (NCE COM BAS PER 1TM) (attempted merging values [] and []) Cause As the error message points, this Service Plan is duplicated in the PPR file, like following example: Resolution Delete all duplicate entries for the affected plan, then try to import PPR file again.

Original Publishing Date: 2023-06-29 Symptoms It is observed that when an order was placed with adjusted prices, the order was calculated with different prices that the one specified during checkout. For example, the price adjusted in checkout screen is $53, after placing the order, the order was calculated with price $50. Cause The reported issue was caused by software related issue #OA-35380 - 'Incorrect special pricing being applied to orders with multiple products' where 'OrderID' is not taken into the account when suitable special pricing 'PromoID' is being searched on Sales Order placement.  In this case, any special pricing which was configured for the same account and the same plan period will be selected from database, and therefore, the same price applied previously, was also applied for new subscriptions. Resolution The issue has been fixed in BSS-21.11.124. Please contact your Technical Account Manager to arrange installing it to your environment.

Original Publishing Date: 2023-06-29 Symptoms When trying to order a domain from platform SDK using REST API: POST /aps/2/services/order-manager/orders Platform responds with error 500, with message: "com.ingrammicro.imcp.library.aps.exception.APSInvocationException: Incorrect Response from APS Controller, Status Code is '500' caused by: com.parallels.pa.rest.BillingAPIFault No Domain Name is specified in parameters list." Cause Software Issue with ID #OA-35372. Resolution Please communicate with your TAM or check Release notes on our sites for further updates on the issue.