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Administration Troubleshooting

Overview of common issues.

You can also check Guided Answers for interactive documentation designed to help troubleshoot issues, navigate processes and guide through tasks. For example, search for mobile services to see its Guided Answers Tree.

Problems Uploading Files in App Catalog Using Internet Explorer

Problem: You upload a file and encounter an error like Upload Failure Failed to upload application version <\> with error: 0, message: Unknown failure to API service. This can happen if you are uploading application files that contain Unicode characters, using an Internet Explorer browser.

The issue stems from Internet Explorer's method of encoding the filename as a request parameter. With the app-info-service, no encoding is necessary because the filename is in the body of the request. However, for the app-binary-service, the specified app name is in the request parameters of the app-binary-service upload API endpoint. As a request parameter, the app name is encoded differently on Internet Explorer than Chrome/Firefox.

Workaround: If you are uploading application files that contain Unicode characters, use a Firefox or Chrome browser instead of an Internet Explorer browser.

Alternatively, you could rename the application file that contains Unicode characters so that it includes the filename.

Disappearing Scroll Bar Issue in Internet Explorer

Problem: After using the browser's zoom-in feature, the scroll bar appears at first, but then disappears after a short time. For example, when viewing the usage reports for a selected application, and using the zoom-in feature, the scroll bar first appears at the bottom of the usage window, but then disappears.

Workaround: This is a known issue in Internet Explorer (in a Chrome browser, the scroll bar persists after zooming in). As a workaround, system administrators can use the Microsoft Edge browser available with the Windows 10 operating system.

Error 403 Accessing an Existing Application

Problem: You access an application in the cockpit using an existing registration, and encounter the error message: HTTP Status 403 - The registered user for application connection does not Match the user.

This can happen if you update the authentication type associated with the application configuration, and then access the application using an existing registration.

Workaround: The authenticated user name used to access the application must match the authenticated user name that was established during registration. Changing the authentication type can result in a different user name being established after successful authentication. To correct the problem:

  1. Delete the existing registration via the cockpit.

  2. The client should re-register.

Cannot Establish OData Connectivity From Mobile Services

Problem: When attempting to test a connection from SAP mobile service cockpit to an OData back end through SAP Cloud Connector, the following message appears:

Check the path provided and destination configuration, ensure that the OData service is available.

Workaround: This typically occurs if the Trust relationship is not enabled between mobile services and SAP Cloud Connector. The Mobile Service Java applications (mobilejava, mobilepreview) must be marked as Trusted in On-Premise SAP Cloud Connector configuration. See Configure Trust.

Cannot View Event Logs From the Home Screen

Problem: You cannot view event logs from the Home screen on Internet Explorer 11.

Workaround: You may need to configure Internet Explorer 11 to view the XML event log files:

  1. Go to Internet Options > Content > Feeds and Web Slices > Settings.

  2. Uncheck Turn on feed reading view.

Offline Applications Cannot Connect to Back Ends

Problem: If the back-end server does not support ClientCertificate authentication, offline applications cannot connect.

Workaround: For offline applications, do not specify the keystore location.

Offline Store Reports Configuration Not Saved

Problem: In the Mobile Offline Access > Offline Store Upload Policy tab, when attempting to Enable Offline Store Upload for the selected application, SAP mobile service cockpit reports Configuration not saved.

This can indicate that a Cloud Foundry trial has expired, or will expire during the specified time frame. To verify, check the event log for an entry like:

failed to update feature Mobile Offline Access for application com.<app_name>, error: Validate business configuration of service Mobile Offline Access failed: 400 Bad Request, Upload policy expired time exceeds the limit of trial plan.

Workaround: The value entered for Delete Offline Store After should not exceed 3 days for the upload policy of a trial account. If it does, please enter a lower value.

Incorrect Password Causes Web Application Registration Problems

Problem: If you enter an incorrect password during client web application registration, and then enter the correct password in the pop-up challenge dialog, SAP Mobile Services denies application registration.


  1. Click Cancel in the challenge dialog.

  2. Click OK when you see the error: Username or password incorrect.

  3. On the registration page, enter the correct user name and password again. The web application registers, and then opens.

Not Authorized to Access Mobile Services

Problem: When attempting to log in to SAP Mobile Services, you receive the message You are not authorized to access SAP Mobile Services. Log in with the correct role, or contact the System Administrator.

Workaround: The user log on account must contain the correct roles before SAP Mobile Services grants access to users. Ask the account administrator to verify that the account includes an appropriate role.

Error 403 Accessing SAP Mobile Services Cockpit

Problem: If a custom identity provider was configured in SAP Business Technology Platform Cockpit, you may get a 403 error when you access SAP mobile service cockpit.


  1. Verify that the appropriate roles have been granted to the correct user ID. See Set Up Customer Accounts.


The user ID in a role assignment must match the authenticated subject in the SAML Assertion that the IDP returns to SAP Business Technology Platform.

  1. To troubleshoot the error, install a browser plugin that helps you capture the SAML Request/Response, for example, the SAMLTracer plugin in Firefox or SAML Chrome Panel.
  2. Enable and start the trace, and access the SAP mobile service cockpit URL.
  3. Examine the SAML assertion that the IDP returns to SAP Business Technology Platform, specifically the User ID Source in the IDP configuration. See Application Identity Provider.
  4. By default, the value of NameID is used as the authenticated user ID. Verify that this value matches the user ID in the role assignment.

Last update: November 18, 2021