“We could not connect to your SI5.5 Server. The D-Tools System Integrator service may not be running on server. Please check the server name, port number and if the D-Tools service is running on your server.”
For users that have received the following message when attempting to log in to SI5.5:
First check that the value of the Server and Port fields are correct. If you do not know the name of the server your SI5.5 Server is installed on, contact your system administrator for information. You can use the machine name of your SI5 Server or the IP Address. By default SI5.5 is installed using port 9000.
If the values are correct, the problem is generally the service not running or in the firewall settings on your SI5.5 Server. This problem can be resolved in the following ways.
Note: you may also receive this error if you are logged in to SI5 and then lose connection to your SI5 Server and you attempt to: Sync Data, check in/out a project, or click the Clients and Contacts tab. In this case, verify that your SI5 Client can ping your server to verify connection. Your SI5 Server machine may have been shut down or restarted.
*servername = the machine name of your SI5 Server
In the shot below, the server name is "XP-9":
If you can not ping your SI5 Server by name, try pinging it by IP Address.
If you can not ping your SI5 Server by either name or IP Address, check your network connection.
If you can ping your SI5 server by IP Address but you can not ping it by name, you may have a DNS issue, see section below.
You can verify this by right-clicking on "My Computer" and selecting Properties, then click the Computer Name tab (XP), or by right-clicking "Computer" and selecting Properties (Win7/Vista):
On your SI5.5 Server:
Note: In addition to adding the SI5.5 Server services, the following applications should also be added as application exceptions to your firewall:
C:\Program Files\Microsoft SQL Server\MSSQL.1\MSSQL\Binn\sqlservr.exe
C:\Program Files\Microsoft SQL Server\90\Shared\sqlbrowser.exe
Instead of adding an application exception you can add a port exception. This method will cover ALL programs using this port and eliminate the need to specify individual programs.
DNS issues can be solved in many ways, and most likely need professional IT assistance. One solution would be to make a hosts file entry forcing DNS resolution to resolve whatever IP you specify. Details on this can be found in the “configuring the client” section of this post.
If you have performed these steps and continue to have the error please create an online support case (http://www.d-tools.com/support/submit-an-issue.html) and a support technician will assist you as soon as possible.