For those who are managing BusinessObjects Business Intelligence Platform(BIP) as an Administrator, this article will provide some guidance for how to troubleshoot some common user login issues.
In this blog many solutions and suggestions are provided based on different scenarios and error. This blog has many windows operating system related troubleshooting. However most of the suggestions/solutions are applicable to the Linux operating system also.
Way to narrow down the issue:
Verify whether you are accessing the login page for BI Launchpad or CMC. If you encounter an HTTP 500 or HTTP 404 error, you can refer to the additional suggestions provided in the blog below.If you are unable to access the login page, you should verify whether your web application server (e.g., Tomcat) is running or has stopped. You can do this by navigating to your BI server and checking the Task Manager under the Details section to see if the tomcat9.exe process is active and consuming an adequate amount of memory. Additionally, assess whether the Tomcat process is stable or experiencing crashes.For tomcat memory related issue you can try increasing Tomcat Max memory pool using KBA 2405536For most of the tomcat related errors you can review Tomcat logs. (For Windows Stderr.log and stdout.log & for Linux Catalina. Out, catalina.date.log, localhost.date.log)You can collect and analyze tomcat logs using the SAP KBA 3380026Best Practice: How to identify or troubleshoot Tomcat crash, unresponsive or hanging issue, refer KBA 2075671
General troubleshooting and issue analysis:
If only certain users or specific individuals are encountering errors on the login page, you can attempt to log in using the default administrator account or an user from the Administrators user group to determine if the issue is related to security rights. In such cases, you may see an error message stating, “You do not have permission to log on to the application.” To resolve this, please refer SAP KBA 2627502In various situations, it is advisable to verify whether the cms.exe process is running and ensure that it is not experiencing crashes. You can check this from the Task Manager on the BI server.You can verify whether you can log in to ‘Manage Servers‘ in the Central Configuration Manager. This step will help clarify if the issue is related to the CMS connecting to the database or if there is a problem with the BOE web application, such as a configuration issue, corrupted web app cache etc.If you are testing the above steps with Administrator user, you should be able to see the server status, indicating whether the servers are running, stopped, or in another state.If you are testing with a non-admin user, you should be able to log in without encountering any errors; however, a blank screen may appear. If there are no issues related to the CMS or Tomcat processes, then as a basic troubleshooting step, you can try clearing the Tomcat cache by following the instructions provided in the KBA 1879431 If the license key is not present, users other than administrator users/administrator group users may encounter an error related to the license key or receive a message indicating that their account information is not recognized.Ensure that the database is running, available, and accepting connections from the Central Management Server (CMS). Increase the number of database connections from CMC.Make sure that the BI / BOE Server can access the CMS database successfully.Make sure that there are no network issues between the BI / BOE Server and the CMS database. There could be communication issues between the Central Management Server (CMS) database and the Business Intelligence (BI) server. As an initial troubleshooting step, you can restart both the database server and the BI server.
Scenario 1: With Enterprise alias users are getting Account Information Not Recognized: Enterprise authentication could not log you on. Please make sure your logon information is correct. (FWB 00008)” error.
This error can be observed if the user account is disabled. You can check the account status from the Central Management Console (CMC) by navigating to Users and Groups. Here, you can verify the user’s account status either from the user account status overview or by checking the user’s properties section. If the account is disabled, you will need to enable it to resolve the authentication issue.If you are encountering an error with the Default Administrator account and it is disabled, you can use any user that belongs to the Administrators group to log in to the Central Management Console (CMC). Once logged in, you can re-enable the Default Administrator account.If there are no users in the Administrators group available to log in, you can follow SAP KBA 1683657Check if you are able to log in using the Direct Tomcat URL. If you can log in successfully through this URL but encounter issues with the Load Balancer URL, you may need to involve the load balancer team to investigate potential configuration or connectivity issues. Additionally, you can refer to SAP KBA 2805990 on Investigating Load Balancer issues in BI 4.xKeeping an incorrect authentication type set as default when attempting to log in may result in errors. If you are unsure about the authentication type your users are using (such as Enterprise or Windows AD), you can enable the Authentication Type drop-down in the login interface by following SAP KBA 2485973From BI 4.3 SP3 P100 + and 4.3 SP4 + it’s mandatory for allowed.cms to be configured with the values that are desired to be used for the system field when logging in to web applications due to security fix.Configure allowed.cms parameter & enter all cms entries in the below location for BILP / CMC:INSTALLDIRSAP BusinessObjects Enterprise XI 4.0warfileswebappsBOEWEB-INFconfigcustomglobal.propertiesFor detailed information refer SAP KBA 3414919
Scenario 2: (with third party authentication) getting HTTP errors or Account Information Not Recognized
HTTP 500 and HTTP 404 errors can arise from various issues when using third-party SSO solutions like Windows AD or SAML. Common causes include misconfigurations.
You can check if you are able to access the login page by bypassing the Single Sign-On (SSO) by appending /logonNoSso.jsp to the end of your BI Launchpad or Central Management Console (CMC) URL. For example: Eg. https://abc.xyz:8443/BOE/CMC/logonNoSso.jsp This step helps to verify if there are any issues with the SSO configuration. If you can access the login page using this method, it indicates that the SSO configuration may be the source of the problem. If you encounter issues even with this URL, the problem may lie elsewhere in the system.After workflows like Upgrade, Repair, deploy login with third party Authentication stops working throws error. For this refer SAP KBA 3525818There are several new configurations for SAML introduced after BI 4.3 SP4 P10+, as detailed in SAP KBA 2791348 – How To: Configure Front-End SAML Authentication on BI 4.3 / 2025New Trusted Authentication method is introduced in BI 4.3 SP4 P10 + and old trusted authentication method may not work after upgrade to BI 4.3 SP4 P10 + if users does not have enterprise alias. For more details check SAP Note 3578093 – Trusted Authentication not working for non-enterprise users in BI 4.3 SP4 Patch 10+ & BI 2025 Front-End SAML SSO to BI intermittently fails with HTTP 500 Session Expired error. Refer SAP KBA 2672379
Scenario 3: (FWM 20030) Could not reach CMS ‘hostname:6400’
There are several possible causes for the error mentioned above, including:
The Central Management Server (CMS) is not started on the server machineThe hostname or name server port (default 6400) entered in the ‘System’ field is not resolvable The hostname or request port (default auto-assign) of the CMS which is returned by the CMS name server is not resolvable or accessible from the client machineCORBA SSL has been configured on one side of the communication, but not the other. eg:CORBA SSL Configured on Tomcat, but not on the Server Intelligence Agent (SIA)CORBA SSL configured on the SIA, but not on Tomcat
To resolve this issue you can try below:
Make sure that CMS server port (default:6400) and CMS request port are open.Check using ping or telnet command if for communication issuesVerify whether the hostname resolution for the BI server is functioning correctly. If it is not, you can add entries for the BI server in C:WindowsSystem32driversetchostsAdd a new row to the end with the IP address, the server name, and the fully qualified domain name like:10.100.100.100 servername servername.FQDNAlso make sure from the client that the ping <HOSTNAME> returns the same IP address that was listed in the IP address field in the CMS metrics.To verify if the request ports assigned in the Central Management Console (CMC) > Servers are communicating properly with the BI server, you can use the Communication Analyzer by using SAP KBA 2393817 If you suspect that the issue may be related to CORBA SSL, you can check by disabling CORBA SSL and testing using SAP KBA 1920033
Scenario 4: HTTP 500 and HTTP 404 error.
Http Status 500-Internal Server Error on Fiori based BI Launchpad (/BOE/BI) while accessing via https only After applying SAP BI 4.3 SP03 Patch 12, or 4.3 SP04 Patch 800 or BI 2025 patch 0 BI Launchpad is throwing error logging using https url. For the above you can refer SAP KBA 3495732 After installing or upgrading to BI 4.3 SP02 or above, and deploying the web applications ( BOE, biprws ) to non-bundled application servers like SAP Netweaver Java As, Weblogic, Websphere, JBoss or non-bundled Tomcat, you may receive – CMC or BI Launchpad fail with message Http Status 500-Internal Server Error or Internal Server ErrorThis could be due to missing SAPJCE libraries.For the above you can refer SAP KBA 3153615HTTP 500 Internal Server Error accessing BI launchpad / CMC after upgrade to BI 2025. Refer SAP KBA 3586047
For those who are managing BusinessObjects Business Intelligence Platform(BIP) as an Administrator, this article will provide some guidance for how to troubleshoot some common user login issues. In this blog many solutions and suggestions are provided based on different scenarios and error. This blog has many windows operating system related troubleshooting. However most of the suggestions/solutions are applicable to the Linux operating system also.Way to narrow down the issue:Verify whether you are accessing the login page for BI Launchpad or CMC. If you encounter an HTTP 500 or HTTP 404 error, you can refer to the additional suggestions provided in the blog below.If you are unable to access the login page, you should verify whether your web application server (e.g., Tomcat) is running or has stopped. You can do this by navigating to your BI server and checking the Task Manager under the Details section to see if the tomcat9.exe process is active and consuming an adequate amount of memory. Additionally, assess whether the Tomcat process is stable or experiencing crashes.For tomcat memory related issue you can try increasing Tomcat Max memory pool using KBA 2405536For most of the tomcat related errors you can review Tomcat logs. (For Windows Stderr.log and stdout.log & for Linux Catalina. Out, catalina.date.log, localhost.date.log)You can collect and analyze tomcat logs using the SAP KBA 3380026Best Practice: How to identify or troubleshoot Tomcat crash, unresponsive or hanging issue, refer KBA 2075671General troubleshooting and issue analysis:If only certain users or specific individuals are encountering errors on the login page, you can attempt to log in using the default administrator account or an user from the Administrators user group to determine if the issue is related to security rights. In such cases, you may see an error message stating, “You do not have permission to log on to the application.” To resolve this, please refer SAP KBA 2627502In various situations, it is advisable to verify whether the cms.exe process is running and ensure that it is not experiencing crashes. You can check this from the Task Manager on the BI server.You can verify whether you can log in to ‘Manage Servers’ in the Central Configuration Manager. This step will help clarify if the issue is related to the CMS connecting to the database or if there is a problem with the BOE web application, such as a configuration issue, corrupted web app cache etc.If you are testing the above steps with Administrator user, you should be able to see the server status, indicating whether the servers are running, stopped, or in another state.If you are testing with a non-admin user, you should be able to log in without encountering any errors; however, a blank screen may appear. If there are no issues related to the CMS or Tomcat processes, then as a basic troubleshooting step, you can try clearing the Tomcat cache by following the instructions provided in the KBA 1879431 If the license key is not present, users other than administrator users/administrator group users may encounter an error related to the license key or receive a message indicating that their account information is not recognized.Ensure that the database is running, available, and accepting connections from the Central Management Server (CMS). Increase the number of database connections from CMC.Make sure that the BI / BOE Server can access the CMS database successfully.Make sure that there are no network issues between the BI / BOE Server and the CMS database. There could be communication issues between the Central Management Server (CMS) database and the Business Intelligence (BI) server. As an initial troubleshooting step, you can restart both the database server and the BI server. Scenario 1: With Enterprise alias users are getting Account Information Not Recognized: Enterprise authentication could not log you on. Please make sure your logon information is correct. (FWB 00008)” error.This error can be observed if the user account is disabled. You can check the account status from the Central Management Console (CMC) by navigating to Users and Groups. Here, you can verify the user’s account status either from the user account status overview or by checking the user’s properties section. If the account is disabled, you will need to enable it to resolve the authentication issue.If you are encountering an error with the Default Administrator account and it is disabled, you can use any user that belongs to the Administrators group to log in to the Central Management Console (CMC). Once logged in, you can re-enable the Default Administrator account.If there are no users in the Administrators group available to log in, you can follow SAP KBA 1683657Check if you are able to log in using the Direct Tomcat URL. If you can log in successfully through this URL but encounter issues with the Load Balancer URL, you may need to involve the load balancer team to investigate potential configuration or connectivity issues. Additionally, you can refer to SAP KBA 2805990 on Investigating Load Balancer issues in BI 4.xKeeping an incorrect authentication type set as default when attempting to log in may result in errors. If you are unsure about the authentication type your users are using (such as Enterprise or Windows AD), you can enable the Authentication Type drop-down in the login interface by following SAP KBA 2485973From BI 4.3 SP3 P100 + and 4.3 SP4 + it’s mandatory for allowed.cms to be configured with the values that are desired to be used for the system field when logging in to web applications due to security fix.Configure allowed.cms parameter & enter all cms entries in the below location for BILP / CMC:INSTALLDIRSAP BusinessObjects Enterprise XI 4.0warfileswebappsBOEWEB-INFconfigcustomglobal.propertiesFor detailed information refer SAP KBA 3414919Scenario 2: (with third party authentication) getting HTTP errors or Account Information Not RecognizedHTTP 500 and HTTP 404 errors can arise from various issues when using third-party SSO solutions like Windows AD or SAML. Common causes include misconfigurations.You can check if you are able to access the login page by bypassing the Single Sign-On (SSO) by appending /logonNoSso.jsp to the end of your BI Launchpad or Central Management Console (CMC) URL. For example: Eg. https://abc.xyz:8443/BOE/CMC/logonNoSso.jsp This step helps to verify if there are any issues with the SSO configuration. If you can access the login page using this method, it indicates that the SSO configuration may be the source of the problem. If you encounter issues even with this URL, the problem may lie elsewhere in the system.After workflows like Upgrade, Repair, deploy login with third party Authentication stops working throws error. For this refer SAP KBA 3525818There are several new configurations for SAML introduced after BI 4.3 SP4 P10+, as detailed in SAP KBA 2791348 – How To: Configure Front-End SAML Authentication on BI 4.3 / 2025New Trusted Authentication method is introduced in BI 4.3 SP4 P10 + and old trusted authentication method may not work after upgrade to BI 4.3 SP4 P10 + if users does not have enterprise alias. For more details check SAP Note 3578093 – Trusted Authentication not working for non-enterprise users in BI 4.3 SP4 Patch 10+ & BI 2025 Front-End SAML SSO to BI intermittently fails with HTTP 500 Session Expired error. Refer SAP KBA 2672379Scenario 3: (FWM 20030) Could not reach CMS ‘hostname:6400’There are several possible causes for the error mentioned above, including:The Central Management Server (CMS) is not started on the server machineThe hostname or name server port (default 6400) entered in the ‘System’ field is not resolvable The hostname or request port (default auto-assign) of the CMS which is returned by the CMS name server is not resolvable or accessible from the client machineCORBA SSL has been configured on one side of the communication, but not the other. eg:CORBA SSL Configured on Tomcat, but not on the Server Intelligence Agent (SIA)CORBA SSL configured on the SIA, but not on TomcatTo resolve this issue you can try below:Make sure that CMS server port (default:6400) and CMS request port are open.Check using ping or telnet command if for communication issuesVerify whether the hostname resolution for the BI server is functioning correctly. If it is not, you can add entries for the BI server in C:WindowsSystem32driversetchostsAdd a new row to the end with the IP address, the server name, and the fully qualified domain name like:10.100.100.100 servername servername.FQDNAlso make sure from the client that the ping <HOSTNAME> returns the same IP address that was listed in the IP address field in the CMS metrics.To verify if the request ports assigned in the Central Management Console (CMC) > Servers are communicating properly with the BI server, you can use the Communication Analyzer by using SAP KBA 2393817 If you suspect that the issue may be related to CORBA SSL, you can check by disabling CORBA SSL and testing using SAP KBA 1920033 Scenario 4: HTTP 500 and HTTP 404 error.Http Status 500-Internal Server Error on Fiori based BI Launchpad (/BOE/BI) while accessing via https only After applying SAP BI 4.3 SP03 Patch 12, or 4.3 SP04 Patch 800 or BI 2025 patch 0 BI Launchpad is throwing error logging using https url. For the above you can refer SAP KBA 3495732 After installing or upgrading to BI 4.3 SP02 or above, and deploying the web applications ( BOE, biprws ) to non-bundled application servers like SAP Netweaver Java As, Weblogic, Websphere, JBoss or non-bundled Tomcat, you may receive – CMC or BI Launchpad fail with message Http Status 500-Internal Server Error or Internal Server ErrorThis could be due to missing SAPJCE libraries.For the above you can refer SAP KBA 3153615HTTP 500 Internal Server Error accessing BI launchpad / CMC after upgrade to BI 2025. Refer SAP KBA 3586047 Read More Technology Blog Posts by SAP articles
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