User name is longer than 20 characters

Last Published: February 18, 2022

Error Message

Attempts to install or upgrade ArcGIS Enterprise fail, and return the following error:

User name is longer than 20 characters.
The error message window during installation


This is a known limitation when using the user principle name (UPN) format which uses the symbol '@', for example, as the Portal for ArcGIS Windows service account. This results in ArcGIS Enterprise counting the domain together with the username and returns the error.

Solution or Workaround

Install ArcGIS Enterprise

When specifying the ArcGIS Enterprise Windows service account name, use the domain/username format and ensure the username contains less than 20 characters. ArcGIS Enterprise only counts the username portion of the account name and omits the domain portion when counting the number of characters.

The ArcGIS Server 10.9.1 installer window with the right format in User name section

Upgrade ArcGIS Enterprise

  1. Ensure the installer is not running.
  2. Run services.msc.
  3. Locate the Portal for ArcGIS or ArcGIS Server service and stop the service.
Stopping ArcGIS services in services.msc
  1. Right click the service and select Properties.
  2. Click the Log On tab. Under This account, update the name to use the domain/username format as shown in the example below and ensure the username contains less than 20 characters. Click OK.
The Portal for ArcGIS Properties account name in services.msc
  1. Start the service and re-run the upgrade process.

Article ID:000027233

  • Portal for ArcGIS
  • ArcGIS Server

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