Unable to log in to SDDC Manager UI with error "Identity Internal Server Error"

Products

• VMware SDDC Manager

Issue/Introduction

• Logging into the SDDC Manager UI fails with the error message:
  {"message":"Identity Internal Server Error","code":"IDENTITY\_INTERNAL\_SERVER\_ERROR","status":500}

• The following error appears in /var/log/vmware/vcf/operationsmanager/operationsmanager.log:
  Cannot complete login due to incorrect credentials: <vCenter_FQDN>, svc-<SDDC_Hostname>-<vCenter_Hostname>@vsphere.local

• This indicates that SDDC Manager is unable to authenticate to vCenter Server using the service account svc-<SDDC_hostname>-<vCenter_hostname>@vsphere.local

Environment

VMware Cloud Foundation 5.x

Cause

The password for the internal vCenter Server SSO service account (svc-<SDDC_hostname>-<vCenter_hostname>@vsphere.local) stored in the SDDC Manager inventory is out of sync with the password configured in vCenter Server. This credential mismatch prevents SDDC Manager from successfully authenticating to vCenter Server during the login process.

Resolution

Follow the below steps to synchronize the service account credentials between SDDC Manager and vCenter Server:

1. Follow the KB Retrieve the service accounts credentials from SDDC Manager to fetch the password currently held in the SDDC Manager database.

2. Update the password in vCenter Server:

   1. Log into the vSphere Client as an administrator (e.g., [email protected]).

   2. Navigate to Administration > Single Sign On > Users and Groups.

   3. Select the vsphere.local domain and search for the svc- account identified in the logs.

   4. Click EDIT and set the password to match the value retrieved in Step 1.

3. SSH into SDDC Manager as root and run the following command to restart the services: /opt/vmware/vcf/operationsmanager/scripts/cli/sddcmanager_restart_services.sh

4.  Log into the SDDC Manager UI and verify that the "Identity Internal Server Error" no longer occurs.