ArcGIS Enterprise 10.5 fails to upgrade correctly if the domain account used to run the server is in UPN format

Description

When installing ArcGIS Enterprise products, it is possible to list a domain user to run the Datastore, Server, or Portal services. If this format is specified (using the down level domain format - domain/user), the installation and future upgrades proceed as expected.

Additionally, it is possible to specify the UPN (user@domain.com) format to run services via Microsoft Management Console > Services. However, upgrades of Enterprise products do not proceed as expected when using the UPN format.

Cause

This is a known limit. The following bugs have been logged regarding this behavior.

• BUG-000103854 : ArcGIS GIS Server fails to update properly when a domain account used to run Server uses a User Principal name (UPN) format.
• BUG-000103899 : Portal for ArcGIS fails to update properly when a domain account used to run Server uses user principal name (UPN) format.
• BUG-000103853 : ArcGIS Data Store fails to update properly when a domain account used to run the ArcGIS Data store uses a User-Principal-Name (UPN) format.
• BUG-000103710 : The Configure ArcGIS Server Account utility does not recognize User Prinicipal Name (UPN) formats as domain users.

Workaround

When using a domain account to run ArcGIS Enterprise, use the down level domain format - domain/user. The screenshot below shows the correct way the user account should be configured.

The screenshot below shows the configuration that is NOT recommended.

For more information on UPN and down level domain formats, please view the Microsoft documentation linked below in the Related Information section.