Product Documentation

Known Issues for CloudPortal Services Manager 11.0

Jun 05, 2015
Updated: 2013-08-21


  • Installation issues
  • Configuration issues
  • Provisioning issues

Installation issues

  • When configuring the Office Communication Server 2007 (OCS) web service, the RTCUniversalUserAdmins group is not added automatically to the CortexAdmins group. To resolve this issue, using Active Directory Users and Computers, add the RTCUniversalUserAdmins group as a member of the CortexAdmins group after the service configuration finishes. [#334857]
  • If you install Services Manager platform server roles on servers running Windows Server 2003, installation of the platform server roles might fail. This issue occurs because Windows Server 2003 is not a supported server operating system for this release. To avoid this issue, create your Services Manager deployment using servers running a supported operating system as described in System Requirements for Server Roles. [#359307]
  • If you install a Windows Server role or feature that requires the server to be restarted, but do not restart the server prior to installing a Services Manager platform server role, the platform server role installation fails. To resolve this issue, restart the server after adding these Windows Server roles or features. [#361210]
  • Installing the OCS web service on a server that is not part of an OCS 2007 deployment appears to install successfully, even though OCS 2007 is required for deploying the service. However, configuring the service through the control panel fails as a connection to the server cannot be established. Additionally, provisioning the service to customers fails because the service is not configured correctly. To ensure the OCS service can be configured and provisioned successfully, install and configure the OCS web service only on servers that are part of an OCS 2007 deployment. [#382012]

Configuration issues

  • If multiple UPN suffixes are entered when the primary location is configured, only the first UPN suffix is added to the Domain Management section of the service provider's Customer Details page. To work around this issue, manually enter the additional UPN suffixes. [#363812]
  • When configuring a customer plan for the SharePoint 2010 service, Services Manager allows you to enter a port number greater than 65536, which is the highest value in the range of ports SharePoint 2010 allows. When you enter an invalid port number (greater than 65536), no error appears when you save the customer plan. However, provisioning the service to the customer fails. To ensure customers can be provisioned successfully with the SharePoint 2010 service, enter the correct port for each customer plan you configure. [#380636]
  • If the Citrix service is deployed in multiple locations, and the Location Filter is set to a specific location, the server collections created for all locations are displayed. For example, on the Applications page (Services > Citrix > Configuration > Applications), when the Location is set to the primary location, the server collections for the primary and secondary locations can be selected. If the server collection for the secondary location is selected, the apps in that server collection are listed on the Applications page.

    This issue allows resellers to view Citrix server collections that are not included in their own location. However, customers in a given location are not able to see Citrix server collections from other locations. They are able to view only the server collection provisioned to them, in their own location.

    To work around this issue, ensure the server collections that you create are assigned to the correct location. Additionally, when reselling the Citrix service, ensure that the server collection being resold matches the location in which the Citrix service is provisioned. [#389410]

Provisioning issues

  • When provisioning a customer with the CRM 2011 service, and the customer's code (or {CustomerShortName}) starts with a number (for example 1GreatCorp), the error "Failed to update organization status" might appear. This error occurs for the following reasons:
    • CRM 2011 does not permit the names of customer site databases to start with numbers. When a site is created with the CRM Deployment Manager console, and the site starts with a number, CRM 2011 automatically replaces the number with an underscore character (_). Therefore, a site named "1GreatCorp" becomes "_GreatCorp."
    • By default, Services Manager uses the pattern {CustomerShortName}{ServiceInstance} to create unique customer database names for CRM 2011. If the customer's code starts with a number, the resulting database name will be invalid for CRM 2011. For example, if the customer's code is "1GreatCorp" and the CRM instance name is "Site01," Services Manager creates the database name "1GreatCorpSite01," which does not comply with CRM 2011 naming requirements.
    To resolve this issue, change the naming pattern so the customer's database name starts with an underscore character when a service instance is provisioned. To do this, perform the following actions:
    1. In the control panel, from the Customer Services page, expand the CRM 2011 service and then click Service Settings.
    2. Locate the Organizational Unique Name property and prepend an underscore character to the pattern (for example, _{CustomerShortName}{ServiceInstance})
    3. Click Apply Changes.


  • When moving a customer to a reseller in a different location, the provisioning request fails. This issue occurs because moving a customer from a reseller in one location to a different reseller in a different location is not supported. [#354945]
  • Restarting the Citrix Queue Monitor Service results in two instances of the CitrixQueueMonitor.exe process running on the server. This occurs because the older instance of CitrixQueueMonitor.exe does not exit immediately after the service has been stopped. To prevent this issue from occurring, stop the Citrix Queue Monitor service and wait for CitrixQueueMonitor.exe to exit. Afterward, start the service. [#355832]
  • When a user is provisioned with an instance of the Microsoft SQL Server Hosting service that uses SQL Authentication, and the user's password for the service instance is changed, the user cannot log on to the service instance with the new password. Instead, the original password remains valid. To resolve this issue, perform one of the following tasks:
    • Using the SQL Server Management Studio console for the SQL Server deployment hosting the service instance, change the user's password to match the new password in the control panel.
    • Deprovision the Microsoft SQL Server Hosting service from the user and then reprovision the service. [#362882]
  • Services Manager allows you to delete DNS zones that are marked as "in use" by the DNS service. Deleting a zone using the control panel removes it from the customer's domain list, but does not remove it from the DNS server. Even though the zone still exists on the DNS server, the zone is not available when provisioning the DNS service. To remove the zone completely, delete the zone from the DNS server. [#362884]
  • When provisioning the Lync 2010 for Hosting service, provisioning to multiple users in one operation fails. This issue occurs because multi-user provisioning is not supported for the Lync 2010 for Hosting service. To work around this issue, provision the Lync 2010 for Hosting service to individual users. [#363394]
  • When selecting a customer plan for the Virtual Machine service to provision to a customer, the control panel might not immediately display the resource limits of the selected plan if it differs from the default plan. For example, if Plan A is selected by default and you select Plan B, the resource limits for Plan B do not display in the control panel. Instead, the resource limits for Plan A remain displayed. To work around this issue, select another plan and verify the correct resource limits are displayed. Then, select the plan you intend to provision to the customer. [#376251]
  • Creating a customer through the control panel might fail if the complete customer name exceeds the Active Directory limit of 64 characters. In Services Manager, by default, the customer's complete name follows the pattern {CustomerFullName}({CustomerShortName}). If the combined number of characters in this pattern exceeds 64 characters, the customer OU cannot be created in Active Directory and the provisioning request in Services Manager fails with the error "A constraint violation occurred." To avoid this issue when creating a new customer through the control panel, ensure the entries in the Full Name and Code fields (under Customer Details) do not exceed 64 characters. [#378307]

Upgrade issues

If the application pool for a web service has been renamed, upgrading the web service fails. This issue occurs because the renamed application pool is not recognized by the Configuration Tool when upgrading the service. To work around this issue, prior to upgrading, rename the application pool with the default name and then upgrade the service. After upgrading is complete, you can rename the application pool using the non-default name.

The following table lists the web services and the default names of their corresponding application pools in CloudPortal Services Manager 11:
CloudPortal Services Manager 11
Web service name Default name of application pool
Citrix Citrix Csm Citrix WS
Hosted Exchange Citrix Csm Exchange WS
Lync Enterprise Citrix Csm Lync WS
Lync 2010 for Hosting Citrix Csm LyncHosted WS
MySQL Citrix Csm MySQL WS
SharePoint 2010 Citrix Csm SharePoint 2010 WS
Virtual Machines Citrix Csm Hyper-V WS
Windows Web Hosting Citrix Csm Web Hosting WS
For reference, the following table lists the web services and default names of their corresponding application pools in CloudPortal Services Manager 10 that can be upgraded to Version 11:
CloudPortal Services Manager 10
Web service name Default name of application pool
Citrix CortexCitrixWSAppPool
Directory Web Service DirectoryWSAppPool
Hosted Exchange CortexExchangeWSAppPool
MySQL CortexMySQLWSAppPool
SharePoint 2010 CortexSharePoint2010WCF
Virtual Machines CortexVirtualMachineWSAppPool
Windows Web Hosting CortexIIsWSAppPool