| SYMPTOMS:
MaxRecall top level programs won't start and a MaxRecall error message is
displayed saying "For Unknown Reasons Database Did Not Start".
Additional information and specific error numbers are also included in the
error message.
This could happen on some or all client machines depending on
the root cause of the problem.
APPLIES TO:
All releases of MaxRecall core;
all versions of Windows. Other MaxRecall applications including the TPO
Services and web based applications may also have trouble connecting to the
database but the errors will be captured and displayed in log files.
CAUSE:
Something is preventing the application from connecting to the database or
the machine where SQL Server is running.
TROUBLESHOOTING and POSSIBLE
SOLUTIONS:
************************************************* 3.3.144 ***************************************************************
TPO Services must logon as a user and a SQL login must be created for that user. User should be a service account - an account that can't be used to log on to the server because if it does and then logs off then processes running under that user will stop. Need verification from development but this may apply to all core users, even on client machines.
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Check the DB
Source in mrhide and ortcloud.ini on the machine that's having the problem.
Make sure the DB Source is valid and pointing to the correct server.
Make sure you can
successfully ping the DB source. If pinging the name doesn't work but pinging
the IP address does then it's probably a DNS problem.
You can use the IP
address as the DB Source if necessary but it's not recommended for long term
use.
If the IP doesn't work either then there's a network problem or there
could be something on the machine that's preventing MaxRecall from connecting
to the DB server. For instance, the MaxRecall Scheduler and/or Filer port or
the MaxRecall applications are blocked by a firewall or anti-malware
programs. Firewalls and anti-malware programs can be running on the client,
network, and/or server side so all locations have to be checked and
appropriate exceptions added.
Check the computer
for a Hosts file that might be overriding the IP or DNS of the DB Source.
Check for a DB Errors
log in the MaxRecall support directory on the machine that's having trouble. Check the
log for a more detailed error message which might give a better indication of
the problem.
You can also use Windows Administrative Tools/Data Sources
(ODBC) to test the connection to the MR database making sure that Client
Configuration is set to use TCP/IP not Named Pipes. If the test fails, the
error message should indicate what the problem is.
If the error
indicates the client is trying to connect using the Named Pipes protocol then
you'll need to make sure MaxRecall uses the TCP/IP protocol by adding the
following parameter to the DB Source in ortcloud/mrhide:
";Network=DBMSSOCN" (no space before semi-colon).
Make sure the port
that SQL listens on is not blocked. Generally it's port 1433 but you can
check the properties of the TCP/IP Protocol in SQL Configuration Manager to
be sure.
To verify SQL Server is listening on the default port for TCP/IP
then, on the server where SQL is running, open an elevated command prompt and
run "netstat -a -b -n" and look for "[sqlservr.exe]" in
the output. The line above that shows the host IP and port number that
sqlservr.exe is listening on. The actual port may not be the default port
specified in SQL. Example out netstat output for SQL Server EXE: TCP
0.0.0.0:1433 (in this case the the port, ":1433", matches the
default TCP/IP port specified in the SQL configuration) [sqlservr.exe].
If SQL
is not listening on the default port then you may have to update the DB
Source in the mrhide and ortcloud.ini files on clients to specify which port
MaxRecall should connect on when connecting to the DB. To specify the port
number, add a comma followed by the port number to the DB Source server name
(not instance name).
Example with and without SQL Instance name:
Without
Instance name - DB Source=192.168.1.180,1433
With Instance name - DB
Source=192.168.1.180,1433/InstanceName
This is not ideal though since SQL
could eventually switch back to listening on the default port.
Make sure that the
MaxRecall database is actually running - you will need access to the DB
server and SQL Server Enterprise Mgr.
Make sure the tpo login is valid for the maxrecall database in SQL. If
someone changed the password then it needs to be changed back so it matches
what the clients are passing from mrhide/ortcloud.
The password displayed in
the startup files is encrypted so you can't just paste it in to SQL.
Theoretically you could update all the clients with the new password but
you'd have to know how to get the encrypted version to then paste in to all
the startup files on all the clients, including the MaxRecall server.
Error 18, SSL
Security error - because of the DB connection Provider and Driver that
MaxRecall uses, TSL 1.0 needs to be enabled on the SQL server machine but
also, probably, on clients.
SEE ALSO:
Check
Solutions/KB Articles -
SF 086, "2147467259 (80004005) Connection Failure"
SF 184, "error 3704 operation not allowed when object closed during program startup"
SF 244, "SQL database connection error -2147467259 and 4060"
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