Symptoms
When using the Transfer Tool to transfer an account from a Plesk server, the transfer will fail with the following error if the username is over 16 characters long:
TRANSFER: Account “$user”: The remote execution of “pkgacct.$hostname” failed, or the requested account, “$user”, was not found on the server: “$server-IP”.
RESTORE: Account “$user”: The remote execution of “pkgacct.$hostname” failed, or the requested account, “$user”, was not found on the server: “$server-IP”.
RESTORE: Account “$user”: The remote execution of “pkgacct.$hostname” failed, or the requested account, “$user”, was not found on the server: “$server-IP”.
Description
This is caused by the username being cut down to 16 characters as that is the limit for MySQL usernames, so the resulting username that has been "shortened" does not exist which results in the aforementioned error.
We've opened an internal case for our development team to investigate this further. For reference, the case number is CPANEL-35108. Follow this article to receive an email notification when a solution is published in the product.
Workaround
To change the username of the account.
- Log into Plesk.
- Go to Subscriptions > example.com > Web Hosting Access > System user section.
- Change the name of the system user in the Username* field and press the OK button
You may also use the script /usr/local/cpanel/scripts/transfer_accounts_as_root
