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SQL Server Connection Failure

Symptoms

 

You get the following error when attempting to connect to your SI 2017 Client to your SI 2017 Server Server:

 

Resolution

Ping SI 2017 Server

 

Verify that you can ping your SI 2017 Server Server machine.

 

  1. In Windows, click Start and type the following in the search menu and click [Enter]: cmd
  2. In the Command Prompt window, type the following and click [Enter]: ping [ServerName]

 

Example: The SI 2017 Server is installed on a machine named SENOSLAPTOP. You would type in the following: ping senoslaptop

Outcome One

 

If able to ping, move on to "Verify Service is Running" section.

 

File:SIX_Guide/002_Installing_SIX/Troubleshooting_-_Installation/SIX_Server_Currently_Unavailable/ping_success.jpg

 

If unable to ping using the machine name, type the following in the Command Prompt window and click [Enter]: ping [ServerIPAddress]

 

Example: The SI 2017 Server is installed on a machine with the IP Address:  10.24.7.420. You would type in the following: ping 10.24.7.420

Outcome Two

 

If able to ping your SI 2017 Server with IP Address but not with the machine name, you might have a DNS issue on your network that prevents you from logging in with the machine name.

 

File:SIX_Guide/002_Installing_SIX/Troubleshooting_-_Installation/SIX_Server_Currently_Unavailable/ping_success_ip.jpg

 

Try logging in with the IP Address vs. the machine name on the Connect to SI 2017 form:

 

 

If that still returns the same error, you might need to modify the Hosts file on your machine. See "Modifying your Hosts file" section.

Outcome Three

 

If pinging by IP Address fails AND pinging by machine name fails (see Outcome One), your SI 2017 Client machine is not able to communicate with our SI 2017 Server machine, contact your network administrator.

 

File:SIX_Guide/002_Installing_SIX/Troubleshooting_-_Installation/SIX_Server_Currently_Unavailable/ping_fail2.jpg

 

File:SIX_Guide/002_Installing_SIX/Troubleshooting_-_Installation/SIX_Server_Currently_Unavailable/ping_fail1.jpg

 

If you cannot resolve this issue, please open a Support Ticket.

Verify Service is Running

 

If you have access to the machine that is running your SI 2017 Server, verify that the SQL Server (*DTOOLSSIX) service is running.

 

service started.jpg

 

  1. In Windows, click Start and type the following in the search menu and click [Enter]: services.msc
  2. If the service is not "Started", right-click the SQL Server (DTOOLSSIX) service entry and choose "Start":

 

File:SIX_Guide/002_Installing_SIX/Troubleshooting_-_Installation/SQL_Server_Connection_Failure/starting_service.jpg

 

  1. See if you can now connect to your SI 2017 Server.

 

If you cannot resolve this issue, please open a Support Ticket.

Remarks

 

*DTOOLSSIX - This is the name of the default instance of SQL that was created if you used our Express Configuration for your SIX Server. If you use the Custom Configuration option to use your own instance of SQL, then substitute the name of your SQL instance for "DTOOLSSIX".

Check your Firewall Settings

 

See here for details.

Modify your Hosts File

 

On your SI 2017 Client machine, open the following file in Notepad: C:\Windows\System32\drivers\etc\hosts

 

File:SIX_Guide/002_Installing_SIX/Troubleshooting_-_Installation/SIX_Server_Currently_Unavailable/hosts_file.jpg

 

Modify your Hosts file.

 

Example: If your SI 2017 Server is installed on a machine with machine name "MYMACHINE" and IP Address "10.1.24.562", then the Hosts file should look something like this:

 

File:SIX_Guide/002_Installing_SIX/Troubleshooting_-_Installation/SIX_Server_Currently_Unavailable/modified_hosts_file.jpg

 

If you cannot resolve this issue, please open a Support Ticket.


 

Last modified
15:18, 12 Jul 2017

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