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Troubleshooting and FAQ

In this document, you can find answers to some of the most common questions and issues that may arise while requesting and setting up SAP Cloud ALM.

To get started, find your current phase or the subject of your issue and jump to the corresponding section:

Before the Provisioning

Issue

Resolution

You want to request SAP Cloud ALM on SAP for Me, but you can't access the request dashboard.

Make sure you fulfill the following prerequisites:

  • Your company number has sufficient product and support contracts.

  • You're assigned to the respective customer.

  • You have an S-user with the role Edit Cloud Data on SAP for Me.

During the Provisioning

Issue

Resolution

When requesting SAP Cloud ALM on SAP for Me, your Identity Authentication tenant isn't available for selection.

Your Identity Authentication tenant may not show up for the following reasons:

  • It may not be a productive tenant.

  • It may be assigned to a different customer ID.

You can find all Identity Authentication tenants assigned to your customer ID and their type at https://iamtenants.accounts.cloud.sap.

After the Provisioning

Issue

Resolution

You want to find the welcome emails and activation emails that were sent to you when you requested SAP Cloud ALM.

Welcome Emails from SAP Cloud ALM

  • If you requested SAP Cloud ALM, you've received a welcome email with the subject Access information for SAP Cloud ALM.

  • If someone else requested SAP Cloud ALM and added you to the system, you've received a welcome email with the subject Welcome to SAP Cloud ALM.

Activation Emails from the Identity Authentication Service

  • If you didn't have a productive Identity Authentication tenant when you requested SAP Cloud ALM, a new Identity Authentication tenant was created for you. You've received an email with the subject Activate Your Account for Identity Authentication Service.

  • If someone added your user to a productive Identity Authentication tenant, you've received an email with the subject Activate Your Account for User Profile.

  • If someone added your user to a productive Identity Authentication tenant as an administrator, you've received an email with the subject Activate Your Account for Administration Console.

You can't find or didn't receive your activation email for your Identity Authentication tenant.

Search for an email with the subject Activate Your Account for... Don't forget to also check your spam folder.

If you still can't find it, create an incident on component SV-CLM-INF-ONB to have the activation email resent to you.

You requested SAP Cloud ALM and want to assign additional administrators who can complete the setup of SAP Cloud ALM.

Refer to 3248116.

You're an Ultimate Global Customer with multiple customer numbers and want to import all your customer numbers for cloud subscriptions into one SAP Cloud ALM system. You don't want to maintain several SAP Cloud ALM systems.

Refer to SAP Note 3070306.

Identity Authentication

Issue

Resolution

You want to connect SAP Cloud ALM to a non-production Identity Authentication tenant.

We don't recommend connecting SAP Cloud ALM to a non-production Identity Authentication tenant because there's no way to migrate users from a test Identity Authentication tenant to a production Identity Authentication tenant. This could cause issues in your landscape if you later decide to use SAP Cloud ALM in a productive manner.

You want to use a different Identity Authentication tenant than the one that was provisioned with SAP Cloud ALM.

Refer to KBA 3020352.

You want to use a different Identity Authentication in SAP Cloud ALM than the one you're using for your managed system.

Creating multiple productive Identity Authentication tenants splits the user base and requires an individual administrator for each tenant. This means that users that are maintained in the Identity Authentication tenant of your managed system also need to be created in the Identity Authentication tenant that is used for SAP Cloud ALM, if they need to work in both solutions.

If you still want to change your Identity Authentication tenant assignment in SAP Cloud ALM, refer to KBA 3020352.

You want to use a corporate identity provider (LDAP) for SAP Cloud ALM.

You can also use an already existing corporate identity provider (LDAP), in which case we strongly recommend using Identity Authentication as a proxy. Changing to a corporate identity provider while already using SAP Cloud ALM productively can result in invalidated user IDs and can cause users in SAP Cloud ALM to be deactivated.

For more information, refer to Corporate Identity Providers.

You want to find out which Identity Authentication tenants are assigned to your customer ID and who the administrator is.

Refer to Viewing Assigned Tenants and Administrators.

You want to find out which Identity Authentication tenant is used for your SAP Cloud ALM tenant.

Follow the first 6 steps described in KBA 3020352.

You're facing issues with your Identity Authentication tenant after requesting SAP Cloud ALM.

Refer to KBA 3090756.

Your Identity Authentication tenant was created in a different data center than SAP Cloud ALM.

You can request it be moved by raising an incident on component BC-IAM-IDS.

You can't access your Identity Authentication tenant. The following error message appears:

Sorry... You entered a valid URL, but you are not authorized to view the content; contact your system administrator.

Refer to KBA 2579343.

When you log on to SAP Cloud ALM, you can choose between multiple identity providers.

Refer to SAP Note 3086201.

User Management

Issue

Resolution

You want to create a large number of users for SAP Cloud ALM.

There is no limit to the number of users that can be created for an SAP Cloud ALM system.

You've added users in the User Management app in SAP Cloud ALM, but they haven't received a welcome email.

The onboarding of users consists of two steps that take place in two different applications:

  • User Management in your Identity Authentication (IAS) tenant

  • User Management in SAP Cloud ALM

Before you can add users in SAP Cloud ALM and assign roles to them, you need to create them in your Identity Authentication tenant.

For more information, refer to Step 1: Onboard Users in Your Identity Authentication Service.

You want to create a user in your SAP Cloud ALM tenant that SAP development can use for troubleshooting and support purposes.

Refer to KBA 3032960.

You have the role Project Administrator, but you don't have access to the User Management app to create business users in SAP Cloud ALM.

The role Project Administrator only enables you to administer projects and assign users that have already been added to SAP Cloud ALM.

To add users to SAP Cloud ALM, you need the role Global Administrator or User Administrator.

For more information, refer to Step 2: Assign Roles to Users in SAP Cloud ALM.

Users in SAP Cloud ALM have the status Expiring Soon.

In SAP Cloud ALM, the Identity Authentication service (IAS) assumes the role of an identity provider. If users are deleted in the Identity Authentication tenant or if user IDs are changed due to changes in the Identity Authentication configuration (for example, from email to login name), the affected users are automatically deactivated in SAP Cloud ALM after a grace period of 30 days.

The number of days specified by the Expires Soon status indicates the end of the grace period after which the user will be deactivated. A user with this status is not authorized to use SAP Cloud ALM.

If you revert the Identity Authentication configuration within the grace period, the user's personal settings and project assignments are still valid. If you want to keep your current configuration, the personal settings and project assignments are lost and you need to reassign the authorizations to the new user ID.

Your SAP Cloud ALM Tenant

Issue

Resolution

You can't log on to SAP Cloud ALM.

Verify that you've entered the correct credentials: You need to log on with the email address and password defined in the Identity Authentication tenant, not your S-user.

Make sure you've completed all steps in Required Setup for SAP Cloud ALM and that you've activated your user profile in the Identity Authentication tenant.

You can find a link in the activation email that was sent to you when you requested SAP Cloud ALM or when the tenant administrator created a user for you. If you can't find the activation email, go to your Identity Authentication tenant, enter your email address, and choose Forgot password. You will receive a new activation email.

For more information, refer to KBA 3117604.

You can log on to SAP Cloud ALM but do not see any apps.

Refer to KBA 2982909.

When you try to access SAP Cloud ALM via the tenant URL the following error messages appear:

Sorry a technical error occurred during the logon process. Please contact your technical support.

Sorry, you can't sign in right now.

Refer to SAP Note 3046343.

When you try to access SAP Cloud ALM from the SAP BTP cockpit, an HTTP 500 error occurs. But from outside the organization, for example SAP support, you can access the application.

Check whether you have a firewall setting that prevents you from accessing the application. You may need to specify a port.

You want to set up a second SAP Cloud ALM tenant.

Currently, it's possible to request only one SAP Cloud ALM tenant per entitled customer number.

You can't find your subaccount for SAP Cloud ALM in the SAP BTP cockpit.

Refer to this question on SAP Community.

You want to subscribe to additional applications in the subaccount containing your SAP Cloud ALM subscription.

You can't subscribe to any additional applications in the subaccount containing your SAP Cloud ALM subscription. The subaccount is set up exclusively for SAP Cloud ALM.

You want to move your SAP Cloud ALM application to a different data center.

It's currently not possible to move your SAP Cloud ALM application from the data center in which it was originally provisioned to a different data center.

You want to delete your SAP Cloud ALM subscription in your subaccount.

Refer to KBA 3247776.

Caution:

Deleting your SAP Cloud ALM subscription causes all created artifacts, stored data, and current configurations to be deleted as well. It will not re-enable you to request SAP Cloud ALM on SAP for Me.

You want to decommission SAP Cloud ALM.

Official decommission of SAP Cloud ALM isn't yet available. However, you can use a housekeeping job to delete services from the Landscape Management app.

Further Support

If you encounter issues that aren't listed here or if you're unable to perform the described resolutions yourself, schedule an expert session or create a support ticket on the following components:

Area

Component

Provisioning and setup of SAP Cloud ALM

SV-CLM-INF-ONB

Onboarding of users and assignment of roles

SV-CLM-INF-UAM

Setup and usage of landscape management

SV-CLM-INF-LMS

Related Information

KBA 3270970 - Most Common Onboarding Issues

Troubleshooting for Managed ABAP Systems (SAP Support Portal)