Instructions for Troubleshooting Connections to SQL Server

Cheshire Wealth Manager: There is a problem accessing the SQL server

When Cheshire Wealth Manager cannot communicate with the database server (Microsoft SQL Server) due to environmental, network connectivity, or configuration issues, the program will not function.

While the error that is generated most often is "There is a problem accessing the SQL server", the particular error message can sometimes vary based upon the context in which the connectivity issue arises.

We have provided suggested troubleshooting steps for resolving these errors below:

These errors represent that there is something environmental and not unique to Cheshire Wealth Manager that is not allowing the program to connect to the MS SQL Server instance it uses. Due to this and the advanced systems steps provided that are unique to your network's environment, while Cheshire Software support may be able to provide some general guidance, you should consult with your qualified IT professional familiar with SQL and your environment for assistance in resolving this issue.

Common Fixes on a New Installation

If this is a new installation of Cheshire Wealth Manager, and the program is failing at multiple workstations, then usually the problem is a result of settings on the SQL server. Additionally, if you have installed the Cheshire Wealth Manager program on the SQL server (during Step #3 of the installation), you will usually find that Cheshire Wealth Manager works properly when accessed from the server itself. In this instance, the errors can usually be resolved by checking for and updating the following:

(Note that you may need the assistance of your IT consultant or network technician to complete the below steps)

The SQL Server Browser Service is not running

1. At the machine where the SQL Server instance resides, click the Start button. Choose Run and type Services.msc and click OK.

2. In the list of services, find SQL Server Browser.

3. Double-click that item and make sure the Startup type is "Automatic" and that the Service Status is "Started".

4. If the SQL Browser is not started, then click the Start button to start the service and click OK.

TCP/IP Connections are not enabled for SQL Server

1. At the machine where the SQL Server instance resides, go to Start / All Programs / Microsoft SQL Server 20xx / Configuration Tools / SQL Server Configuration Manager.

2. Select SQL Server 20xx Network Configuration / Protocols for CHESHIRECWM.

3. Verify that TCP/IP is "Enabled".

4. If the status is "Disabled", right click and select Enable.

Named Pipes are not enabled for SQL Server

1. At the machine where the SQL Server resides, go to Start / All Programs / Microsoft SQL Server 20xx / Configuration Tools / SQL Server Configuration Manager.

2. On the left-hand pane, expand SQL Server 20xx Network Configuration and then click Protocols for CHESHIRECWM.

3. In the right-hand pane, verify that Named Pipes is "Enabled". If it is not, right-click on Named Pipes and choose Enable.

4. On the left-hand pane, expand SQL Native Client Configuration and then click Client Protocols.

5. In the right-hand pane, verify that Named Pipes is "Enabled". If it is not, right-click on Named Pipes and choose Enable.

Note: After enabling TCP/IP and Named Pipes, stop and restart the SQL Instance and the SQL Browser. This can be done either in the SQL Server Services section of the Configuration manager, or in Services.msc under the name SQL Server (CHESHIRECWM)

The Cheshire Wealth Manager Database Server machine is running a Firewall

If you are currently running a firewall (such as Windows Firewall) on the machine where the MS SQL instance resides, this can prevent workstations from properly connecting to it. Temporarily disabling the firewall can be done to test if this is the case, and if so, proper exceptions should be added for SQL specific ports and executables.

Eliminating Cheshire Wealth Manager Related Causes

The above steps fix most occurrences of this problem. If, after doing the above, the problem is still occurring, the next step in determining the cause of the connection issue is to determine if it is caused by a configuration issue within Cheshire Wealth Manager. Do any of the following, as necessary / appropriate:

Error occurs at one or a few workstations but works at others

Uninstall Cheshire Wealth Manager and reinstall using the Cheshire Wealth Manager desktop setup process on each of the affected workstations. If you have multiple WinCSI directories, you may need to confirm the directory you are using for this install is indeed the active location for Cheshire Wealth Manager.

Note: It is strongly recommended that any antivirus program be completely disabled before reinstalling the Cheshire Wealth Manager desktop.

Error occurs at all workstations (including fails at server)

Check that the MACHINENAME\CHESHIRECWM in the Datasource.xml file exists and is correct. The Datasource.xml file can be found in X:\WinCSI\New Cheshire Wealth Manager Data, where "X" is your network drive letter. These values should properly identify the SQL server by name, and the SQL instance that Cheshire Wealth Manager uses. Correct the MACHINENAME or INSTANCENAME if necessary.

Troubleshooting Other Causes

If the above steps have all been tested and eliminated as causes of the issue, you may want your qualified IT professional to check for the following less common issues:

The SQL Server is not responding

1. Try to stop and start the instance of SQL Server used by Cheshire Wealth Manager (which would be CHESHIRECWM): On the SQL Server, go to Control Panel / Administrative Tools / Services.

2. If you receive an error attempting this, the server will need to be rebooted.

Note: Also check for additional SQL Services to ensure they are also started, however, the SQL Server Agent service is not required.

The workstation is running Windows 7 and the Windows Firewall is turned on

Under certain circumstances with Windows 7 workstations, you may need to create an Outbound Rule that allows the Cheshire Wealth Manager program to connect to the SQL server. If outbound connections are restricted at a workstation, the program may not be able to connect to the SQL server.

Domain Name System (DNS) services in the network environment are unreliable

Replace the MACHINENAME in the Datasource.xml file with the IP address of the SQL Server. Datasource.xml is located in the X:\WinCSI\New Cheshire Wealth Manager Data folder, where "X" is your network drive letter.

You can determine the server's IP address by doing the following:

1. In Start/Run enter "cmd" and click OK.

2. Enter the command: ping MACHINENAME.

3. The response should include the following text:

"Pinging MACHINENAME [xxx.xxx.xxx.xxx] with 32 bytes of data:"

4. xxx.xxx.xxx.xxx represents the valid IP address for MACHINENAME.

Note: If using the IP address instead of the machine name resolves this issue, this means your network's DNS is not functioning properly. As this represents an issue that can continue to affect the performance of many network based applications and services (including outside of the CS Professional Suite), using the IP address should only seen as temporary solution and this issue should be addressed promptly by your qualified IT professional.

A third-party application or service is interfering with SQL Server database connectivity

1. Reboot the workstation and boot in Safe Mode with Networking.

2. Retest for problem.

3. If Cheshire Wealth Manager now works, disable all non-Microsoft services and startup items using MSCONFIG.EXE.

4. Enable small numbers of items and retest until the specific item that is causing the interference is identified.

5. Disable or uninstall the interfering application, service, or startup item.

Download the Instructions for troubleshooting Connections to SQL Server as a PDF file for easy viewing and printing.

Cheshire Trouble Shooting SQL Connections Instructions

In order to view these instructions, you much have Adobe Acrobat Reader installed on your computer.

Please visit Adobe Acrobat to download a free version of the software.