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This page provides additional assistance in case you are experiencing any kind of trouble with SAP Cloud Appliance Library. Please make sure that you also visit our SAP Cloud Appliance Library - FAQ where you find best practices for avoiding common pitfalls. If you are using the SAP Cloud Appliance Library to deploy free solutions, you can check the SAP community and search for the tag "SAP Cloud Appliance Library”. Note that you may also ask a question using "SAP Cloud Appliance Library” as a primary tag.

Common Issues

You cannot access the SAP system when using the Connect button


There are many different root causes for this issue. In a nutshell it says that your client machine (the one from where you are accessing the SAP Cloud Appliance Library system) is not able to communicate with the SAP system that you have provisioned. The possible reasons could be the following:

  • Case 1: Time

When using a solution in the SAP Cloud Appliance Library system for the first time the SAP system that is started is not accessible instantly. Please make sure that you wait until the traffic light on the left side of the instance name in the user interface has turned green.

  • Case 2: Network

Does your client machine has direct access to the SAP system (are they both in the same network)? If your client machine is behind a firewall in a corporate network, you would need to open the ports in your firewall to the system to connect to it via SAPGUI or RDP (if available). The ports which are open on the virtual machine in the cloud are listed in the instance details (open the instance details and choose the Virtual Machines tab).

  • Case 3: SAP System down

Another reason is that the SAP system inside the appliance did not start properly (the green light in SAP Cloud Appliance Library system just says that the virtual machine is up and running - not the SAP system).

The best way to investigate is to connect to the virtual machine via a secure shell protocol (SSH). If you cannot establish the SSH connection then you are in Case 2: - Network. If you cannot solve the problem by yourself, the best option would be to involve your IT department.

Once you are successfully logged in, you would see one of the messages below:

  • "SAP Appliance configuration currently in process. Please do not modify anything."
    This indicates the first reason - Case1: Time. Close the SSH connection and try to connect again after 10-15 minutes.
  • "The Appliance Agent detected an error and terminated."
    The reason is Case 3: SAP System down as the initial provisioning failed unexpectedly. It is quite unlikely to fix the system in this situation, so terminate the solution instance and create a new one. If the problem persists please ask a question using "SAP Cloud Appliance Library” as a primary tag to report the solution name, the cloud provider, the region, the VM size and the number of instances you created. Report an incident to BC-VCM-VAP, if you have ordered the SAP Cloud Appliance Library subscription package.

If you see neither of the two messages, it means that the system was initially OK but it went down at a later point of time. To check the current system status execute the commands below:

su - <SID>adm

sapcontrol -nr <instance number> -function GetProcessList

You can find the SID and the instance number in the Getting Started Guide which can be found in the instance details (check the Solution Info tab).

For example:

su - s4hadm

sapcontrol -nr 00 -function GetProcessList


su - hdbadm

sapcontrol -nr 02 -function GetProcessList

If you are behind a proxy/firewall you may check the availability of the access ports by connecting to the OS level of the instance via SSH (port 22) and executing the following commands:

lsof -i :<port>
netstat -tupan | grep <port>

If you are using the SAP Cloud Appliance Library system to deploy free solutions, try to find the root cause in the logs or create a new solution instance. If you have ordered the SAP Cloud Appliance Library subscription package, please first check whether you have installed the required license keys. If yes, report an incident to the support component of the corresponding SAP product as you would do, if the system was installed on premise. If no, see the Licenses section in the Getting Started Guided which can be found in the instance details (check the Solution Info tab) and How to request and install product license keys for SAP solutionsFor more information about the license keys, see this video.

Creation of the solution instance fails

Operation Start failed on step Allocate elastic IPs with message: Error creating static IPs; AMAZON: The maximum number of addresses has been reached.

Your accounts doesn't have enough free Elastic IP addresses. You need to check your Elastic IP limits within the AWS console and how to release them if they are used. Limits are regions based, so make sure that you check the limits for the region in which you chose to deploy the SAP Cloud Appliance Library solution.

Wrong master password

The SAP Cloud Appliance Library does not save your master password during creation of the solution instance. If you can not remember the password, you could terminate your instance and create a new one.

  • How to test HANA Connection strings using hdbsql command line interface?

1. For multitenant database containers (MDC):

hdbsql -i <sys nr> -n <virtualhost>:3<sysnr>41 -d <dbtenant> -u SYSTEM -p <password> 

 2. For single container: 

hdbsql -i <sys nr> -u SYSTEM -p <password>


If you are sure for the master password of your SAP HANA instance, connect to the instance via PuTTY client (SSH client on the port 22) using the instance private key (.PEM file) and verify it with the following commands:

 Get instance number of HDB

/usr/sap/hostctrl/exe/saphostctrl -function ListInstances

 Inst Info : ERP - 01 - vhcalerpcs - 741, patch 50, changelist 1521295

 Inst Info : ERP - 00 - vhcalerpci - 741, patch 50, changelist 1521295

 Inst Info : HDB - 02 - vhcalhdbdb - 740, patch 36, changelist 1444691

 su - -c "/usr/sap/HDB/SYS/exe/hdb/hdbsql -i 02 -u SYSTEM -p <Wrong Master Password> -o /tmp/SYSTEM 'select * from SYS.USERS'" hdbadm

* 10: invalid username or password:  SQLSTATE: 28000

su - -c "/usr/sap/HDB/SYS/exe/hdb/hdbsql -i 02 -u SYSTEM -p <Your Master Password> -o /tmp/SYSTEM 'select * from SYS.USERS'" hdbadm

9 rows selected (overall time 962 usec; server time 320 usec)

For more information how to connect to your running instance via SSH or PuTTY, see the following questions from this FAQ page:

  • How to connect to a running instance via the secure shell protocol (SSH)?

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