Enterprise Manager Self-Service Portal - Server Error. I remember being able to fix this before but can’t remember the particulars. I had to go to IIS, I think application pools.
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Enterprise Manager Self-Service Portal - Server Error
Best answer by spider32
Per support, the issue that we are experiencing is due to use of “/” character in the Full Name field. Once removed or changed to “_” character, the account was able to login. v13 of Enterprise Manager uses select user groups operation which is not being used in v12. We have been using “/” character with a lot of other applications so changing this just to work with Veeam Enterprise Manager is not an option for us.
+5Try this:
+11
+21Some things to check as it could be one of them -
🛠️ Common Causes of “Server Error” in Veeam EM Self‑Service Portal
1. Application Pool Stopped or Crashed
This is the number one cause.
What to check
Open IIS Manager
Go to Application Pools
Look for:
VeeamBackup
VeeamBackupREST
VeeamBackupReporting
VeeamBackupPortal (Self‑Service Portal)
What to do
Ensure the pool is Started
If it stops immediately:
Check the Identity → often a password change breaks it
Re‑enter the service account password if needed
Confirm the account has Log on as a service rights
2. .NET CLR Version Mismatch
Veeam EM requires specific .NET versions depending on your VBR/EM version.
Symptoms
Portal loads with a generic “Server Error”
Application pool crashes on startup
Fix
Ensure the pool is set to the correct .NET CLR version
Ensure ASP.NET features are installed in Windows Server Roles
3. Bindings or HTTPS Certificate Issues
If the SSL certificate expired or was replaced, the portal may fail to load.
Check
IIS → Sites → VeeamBackup
Review HTTPS bindings
Ensure the certificate is valid and assigned
4. Veeam Enterprise Manager Services Not Running
The portal depends on several backend services.
Ensure these are running:
Veeam Backup Enterprise Manager
Veeam RESTful API Service
Veeam Backup Service
Veeam Broker Service
Restarting them in order often resolves transient issues.
5. Database Connectivity Problems
If EM cannot reach its SQL database, the portal throws a server error.
Check
SQL Server is online
EM server can reach SQL over the network
SQL credentials used by EM are still valid
Thanks for the replies. I can login to Enterprise Manager just not on the /Backup site.
IIS is up and running, application pools are running, DB connectivity is good. I have restarted the application pools and IIS, still get the error.
+21Is the SSL good in IIS? When you access the VEM dashboard what shows for the SSL connection? Not sure what else to suggest other than a quick uninstall and reinstall just pointing it back to the same DB again - that tends to resolve all things.
Folks, I opened a ticket to Veeam. Will update you with their answer.
The Self-Service website is working. However, if we add people from a certain group, Self-service gives the Server Error as shown above. I informed Veeam that this is working on v12 but for some reason LDAP calls on v13 may be a little bit different on how it treats AD groups.
+21Folks, I opened a ticket to Veeam. Will update you with their answer.
The Self-Service website is working. However, if we add people from a certain group, Self-service gives the Server Error as shown above. I informed Veeam that this is working on v12 but for some reason LDAP calls on v13 may be a little bit different on how it treats AD groups.
It will be interesting to see what they say as I suspect also changes in v13. Keep us posted.
Support still looking but definitely, there’s some difference between v12 and v13 on how they do LDAP calls. Below is the latest update from support
Another difference between when the two users log in, the account that works opens a vsphere session
[17.02.2026 08:15:30.972] <87> Info (3) [Web] Opening vSphere session with ID: [c3ac951b-deb4-4429-aaf0-eb28caca8692]
[17.02.2026 08:15:30.972] <87> Info (3) Looking for SID for user [userWorking]
The account that fails opens a self restore mode session and logs the user on instead of looking for the SID like the above did,
[17.02.2026 08:18:02.771] <68> Info (3) [Web] Opening session with ID: [6f52bd4f-50d9-44ea-9237-22f00c004a47], selfRestoreMode [True]
[17.02.2026 08:18:02.771] <68> Info (3) Opening session with ID: [6f52bd4f-50d9-44ea-9237-22f00c004a47], selfRestoreMode [True]
[17.02.2026 08:18:02.774] <68> Info (3) Logon as new user userNotWorking@domain.lcl. Session [s77]
Per support, the issue that we are experiencing is due to use of “/” character in the Full Name field. Once removed or changed to “_” character, the account was able to login. v13 of Enterprise Manager uses select user groups operation which is not being used in v12. We have been using “/” character with a lot of other applications so changing this just to work with Veeam Enterprise Manager is not an option for us.
+21Great to hear you were able to solve it.
+10I’ve never used a / in a user name, but glad to catch this before we upgrade. Thank you very much for coming back and sharing the resolution.
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