Troubleshooting: Installation failed: An error occurred: 'ServerAdminException: CFG64018: Failed to configure service account 'hostname\username' on database Surveillance

MOBOTIX HUB FAQ
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If the installation of MOBOTIX HUB failed and you receive the following error in the installation log file, do the following step to solve the issue.

21/07/2021 13:39:24	**Error	An error occurred: 'ServerAdminException: CFG64018: Failed to configure service account 'HUB\hub' on database Surveillance. Error: Object reference not set to an instance of an object.'. Error details:    at VideoOS.Server.Admin.Utilities.DatabaseUtils.SetAdminRoleAccount(AccountInfo serviceAccount)**
   at VideoOS.Server.Admin.Utilities.ServerUtilities.SetAdminRoleAccount(AccountInfo serviceAccount, String databaseServer, String databaseName)
   at VideoOS.Installer.ServerConfiguratorPlugin.ServerConfigurator.ServerConfigure(ILog logComponent, Int32 webSitePort, String configuratorLogPath, IKeyStorage keyStorage, Action registerManagementServer)
21/07/2021 13:39:24	Error	Install failed.VideoOS.Installer.Sequencer.ErrorHandling.InstallerSequencerException: Der Server konnte nicht konfiguriert werden. Weitere Informationen finden Sie in der Protokolldatei. ---> VideoOS.Installer.ServerConfiguratorPlugin.ServerConfiguratorFailedException: Error occured while configuring the server. See log file at C:\ProgramData\MOBOTIX\Installer\ConfiguratorI.log for more information. ---> VideoOS.Server.Admin.ServerAdminException: CFG64018: Failed to configure service account 'HUB\hub' on database Surveillance. Error: Object reference not set to an instance of an object.
   at VideoOS.Server.Admin.Utilities.DatabaseUtils.SetAdminRoleAccount(AccountInfo serviceAccount)
   at VideoOS.Server.Admin.Utilities.ServerUtilities.SetAdminRoleAccount(AccountInfo serviceAccount, String databaseServer, String databaseName)
   at VideoOS.Installer.ServerConfiguratorPlugin.ServerConfigurator.ServerConfigure(ILog logComponent, Int32 webSitePort, String configuratorLogPath, IKeyStorage keyStorage, Action registerManagementServer)
   --- End of inner exception stack trace ---
   at VideoOS.Installer.ServerConfiguratorPlugin.ServerConfigurator.ServerConfigure(ILog logComponent, Int32 webSitePort, String configuratorLogPath, IKeyStorage keyStorage, Action registerManagementServer)
   at VideoOS.Installer.ServerConfiguratorPlugin.ServerConfigurator.RunInstall(Boolean isHWMM, Boolean isFinalizedMode)
   at VideoOS.Installer.ServerConfiguratorPlugin.ConfigurationTaskInstall.DoRun()
   --- End of inner exception stack trace ---

Cause

The reason is that when using the same hostname and username , this will create problems when resolving the SIDs of the users. This is a well-known Microsoft Windows issue — because if you set the username and hostname to be the same, this can prevent programs from working properly.

The general recommendation is to avoid having same username, computername, domain name, or hostname.

Troubleshooting steps

To fix the issue, simply log in with another account which has a name different from the computer name, and the MOBOTIX HUB VMS installer will use this account for the installation.

Or, alternatively, you can Shift + right-click and select "Run as a different user" when launching the installer.

Resolution

Additional information:

The Windows operating system will by default prevent you from creating a user account on a computer that matches the computer name. If you try, you will see the following error message:
'The user name may not be the same as the computer name.'

This behavior occurs to prevent users from creating user names with the same user name as the computer’s name. This basic check is made to prevent later problems with programs that use NetBIOS name registrations, which can mistakenly use the 03 NetBIOS entry (registered in this case by the user), rather than the 20 NetBIOS entry, which represents the workstation’s Server service. Such errors can prevent programs from working properly.

Also note that when you are creating a new Windows user, you could rename the user after you create it (so in theory, it could now match the hostname), but as already noted, it’s a bad idea, and should be avoided at all costs.