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InLoox PM database is not reachable


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Problem:

The InLoox PM client cannot establish a connection to the database.

 

Cause:

This problem can have different reasons. There might be used a faulty connection file or the network communication might be blocked.

Solution:

First, you should check whether InLoox PM displays an error message after having started Microsoft Outlook. InLoox PM displays errors regarding the database connection in an information bubble above the tray area (in the right corner of the Windows bar).

Two different messages can be displayed here:

  1. "The user xy could not be logged on." - In this case, the problem is caused by the permission settings of the database, the database itself is, however, reachable. To solve this problem, please read the respective database configuration whitepaper.
  2. "A network-related or instance-specific error ocurred while establishing a connection to SQL Server. The server was not found or was not accessible." - In this case, the database cannot be reached. Please see the following instructions to identify the problem.  
    • Please follow these steps to solve the problem. Administrative rights are necessary. :
      • For Microsoft SQL Server 2005, please check in the interface configuration whether remote connections are allowed for IP.
      • The ports for database access have to be opened in the firewall: 
        • Microsoft SQL Server: Port 1433 TCP & Port 1434 UPD
        • MySQL: Port 3306 TCP
        • Oracle: Port 1521 TCP
      • For Microsoft SQL Server, please make sure that the SQL Browser service is started. 

Please restart Microsoft Outlook on the client, as soon as you have changed the configuration and check whether the connection is now working.

If the problem persists, please open the command line on the client. Please execute the following commands and replace SERVERNAME and SERVERIP accordingly. 

  1. Step 1: ping SERVERNAME
    • Is step 1 successful, please pass on to step 2. If step 1, however, produces an error we recommend the following command:
    • ping SERVERIP
    • If the command ping SERVERIP is successful whereas step 1 is not, a DNS problem occurred.
  2. Step 2: telnet SERVERNAME SERVERPORT
    • SERVERPORT equals the SQL Server port (for Microsoft SQL Server: 1433, for MySQL: 3306, for Oracle: 1521).
    • Please note: For Windows 7 operating systems, the telnet client is no longer installed automatically with the system. It can, however, added via Software, Components.
    • Please check the open ports again if a connection still cannot be established.

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