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Troubleshooting user login or connection errors after upgrading to Serv-U version 15.3.2

This article shows how to troubleshoot user login or connection errors after upgrading to Serv-U version 15.3.2

First published date

12/20/2022 8:32 AM

Last published date

9/3/2025 10:45 PM

Overview

Serv-U version 15.3.2 introduced the Server Identity function and also changed the default service account used by the Serv-U service, from Local System to NETWORK SYSTEM. As Serv-U accesses files based on the service account permission, there is a possibility that issues may arise if Serv-U is not able to access certain files or folders with the NETWORK SYSTEM service account.

Possible scenarios caused by permission issues:

1. Users cannot login to Serv-U

When a user tries to connect to Serv-U, the application will also attempt to access the user's home directory before completing the login process. If Serv-U does not have permission to the home directory paths, the login will fail.

2. Users cannot connect to Serv-U through HTTPS, FTPS, or SFTP

HTTPS, FTPS, and SFTP connections are all encrypted, and an SSL certificate, Private Key, and SSH Host key is needed by Serv-U to complete the encryption. If Serv-U does not have permission to access these files, the connection/handshake will fail.

Product section

Serv-U Managed File Transfer & Serv-U FTP Server

Resolution

To confirm if this is a permission issue, go to the Serv-U logs and see if there are errors pertaining to not being able to access files.

To review the logs, launch the Serv-U Management Console > Go to Domains > Domain Activity > Logs tab
Here are certain phrases to look for:

Cannot access home directory
Cannot access private key or SSH key files
Cannot access SSL certificate paths

Once confirmed that this is a permission issue, confirm if Serv-U is using the NETWORK SYSTEM service account through services.msc.
If this is verified, configure the NETWORK SYSTEM service account with proper permissions following the article below.
Running Serv-U under NETWORK SERVICE

If the service account has been changed from NETWORK SERVICE account to another account, it would be best to revert back to the previous installation of Serv-U then upgrade to version 15.3.2 again. Follow the instructions from this article on how to roll back Serv-U to a previous version.
Once upgraded to version 15.3.2, do not change the Serv-U service service account and configure the NETWORK SERVICE permission again.

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