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DP Cell Manager Upgrade 11.01 to 23.04: Credential Error

Fabian Gau

Hello everyone,

I´m currently trying to upgrade a customers Cell Manager Version from 11.01 to 23.4. All the prerequisite checks during the setup are successfull, on the "Identity and Access Management Server options" page I run into the attached error though:

I´m a 100% certain the credentials are correct since I´m currently using them to log onto the system. I also already tried changing credentials to conform to the standard DP user guidelines (i.e. 8-20 characters, certain special characters), but also no success. The same user is used for impersonation as well as the DP services with no issue. Authentication is running through LDAP on two on-premise domain controllers.

We also completed the upgrade with other customers without any problems (same starting and goal versions), first time I had this issue.

Would greatly appreciate any input on what is causing the problem and how to solve it.

  • 0  

    Just a thought .... are you sure the password was not changed recently? Maybe the services were still running fine as they weren't restarted after a password change? I would double check the password set for the services ... is that really the same as the one you are using here??

    Koen Verbelen

    Although I am an OpenText employee, I am speaking for myself and not for OpenText.
    If you found this post useful, give it a “Like” or click on "Verify Answer" under the "More" button.
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  • 0 in reply to   

    Thank you for the input, but yes, I´m sure. The password hasn´t been changed in a while before we encountered the problem the first time. By now we have changed the password as stated in my original post to rule out password restrictions on DPs side. Both before the password change and after we have restarted the services, just did it myself earlier today after changing the password in the services.

  • Verified Answer

    +1   in reply to   

    Well that sounds pretty clear. Is it a local user or a domain user? Not that I have an immediate reply after having the answer to this question, but it may help to compare the format of the provided credentials .... although I assume you did it exacty the same way as on the other working system(s)!?

    Another thought, but also not very sure it would even help. You could enable installer logs. Here is explained how: Enable Windows Installer logging. It's actually a matter of creating this key:

    • Path:HKEY_LOCAL_MACHINE\Software\Policies\Microsoft\Windows\Installer
    • Type: Reg_SZ
    • Value: Logging
    • Data: voicewarmupx

    Installer logs will be in %Temp%

    Koen Verbelen

    Although I am an OpenText employee, I am speaking for myself and not for OpenText.
    If you found this post useful, give it a “Like” or click on "Verify Answer" under the "More" button.
    You may also be interested in my Data Protector Support Tips listed per category

  • 0   in reply to   

    Maybe a basic question I forgot to ask: are services up at the time the error is seen?

    Koen Verbelen

    Although I am an OpenText employee, I am speaking for myself and not for OpenText.
    If you found this post useful, give it a “Like” or click on "Verify Answer" under the "More" button.
    You may also be interested in my Data Protector Support Tips listed per category

  • Verified Answer

    +1 in reply to   

    We first tried two different domain users, after that I assumed we weren´t reaching our domain controllers for the authentication, so I tried a local admin, with the same error as a result.

    We now have found the problem and successfully upgraded. The setup uses the legacy LM-Protocol for authentication, which is outdated and considered insecure, and thus was blocked by our security guidelines in the domain.As a workaround we temporarily enabled the protocol and the upgrade installed successfully.

    While this works it certainly isn´t ideal that the setup for an actively supported software version uses a legacy authentication protocol that has been considered unsafe since the early 2000s...I don´t know if it is the same with the setups for other versions, but I´d suggest looking into that.

  • 0   in reply to   

    Thanks a lot for the research and feedback. I will formally report this to our R&D and ask them to look into it.

    Koen Verbelen

    Although I am an OpenText employee, I am speaking for myself and not for OpenText.
    If you found this post useful, give it a “Like” or click on "Verify Answer" under the "More" button.
    You may also be interested in my Data Protector Support Tips listed per category

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