This article was created in response to a support issue logged with K2. The content may include typographical errors and may be revised at any time without notice This article is not considered official documentation for K2 software and is provided “as is” with no warranties.

Issue

When upgrading from K2 4.7 to K2 Five, the Update Manager displays an error "Incorrect User Name, Please enter a valid User Name" when the username is in the format "user@domain.com".

Symptoms

The username is in the format "user@domain.com" but greyed out, so cannot be changed. When entering the correct password and clicking "Test" the error is displayed.

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Resolution

When running the K2 Five Update Manager, the current username as set on the "K2 Blackpearl Server" service is used as the User Name during Setup. If the username on the "K2 Blackpearl Server" service is set to "user@domain.com", the issue may occur.

To resolve this, open Windows Services and open the K2 Blackpearl Server Service Properties. On the Log On Tab, in the "This account" section, change the username to the "Domain\User" format and re-enter the password.  

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Apply the changes and rerun the K2 Five Update Manager. The username will now be displayed in the "Domain\User" format.