How to troubleshoot database connection issues Doc ID: Applies to apriori versions: 2011R1

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1 How to troubleshoot database connection issues Doc ID: Applies to apriori versions: 2011R1 This document applies to the versions listed above. It may or may not also apply to previous and future versions. Summary: apriori is a client-server application and must be connected to the apriori database in order to function. This document describes several common problems that can occur when attempting to connect to the database at startup. It also provides detailed instructions for how to diagnose and repair the most common of them. Details: There are two commonly encountered error screens that appear when attempting to start the apriori client. Message 1: Issue: The apriori client is unable to initialize a connection with the apriori database. Common Causes: The apriori client is configured with the incorrect database connection information and the connection to the database is being refused The DNS has not recently been updated and is routing communication to the incorrect server Communication between the client machine and the server database is being blocked by a firewall or another security service Troublehsoot: See the section: Verify and Correct Database Connection Information. Once you have done so, proceed to the section: Verify Communication with the Server Contact your DBA or Network manager for further assistance 1

2 Message 2: Issue: The database to which you are attempting to connect is not compatible with the version of the apriori client that you are using. Common Causes: The apriori client was recently updated but it is configured to connect to the database from a previous installation of apriori The database has recently been upgraded to the newest version of apriori but you have not yet upgraded the client Troubleshoot: Contact your internal apriori tech support to verify that you are running the correct version of the apriori client and update your version if necessary. Contact your DBA or internal apriori tech support to obtain the correct connection information and follow the section Verify and Correct Database Connection Information below to update the database connection information. Verify and Correct the Database Connection Information Database connection information for the apriori client is contained in a text file called hibernate.properties, which is located in the apriori installation directory. This document must contain the appropriate database connection information for your apriori server. If you do not know the appropriate database information it can be obtained from your DBA or internal apriori tech support. The document can be opened and edited in any text editor but it will have a different layout depending on whether you are using an Oracle or a MySQL database. (Be sure to disable wordwrap in the editor you are using) After changing any of the information in this document, you will have to re-start apriori for the changes to take effect. 2

3 For MySQL: Description: hostname is the network name of the computer that is running the apriori database. portnumber is the number used to specify the port that the database listens for information on. schemaname is the name of the schema containing the apriori data. database username is the name of the MySQL user that apriori uses to connect to the schema. username password is the password associated with the MySQL user. (passwords are encrypted by default but can be replaced by plain text) For Oracle: Description: hostname is the network name of the computer that is running the apriori database. portnumber is the number used to specify the port that the database listens for information on. SID is the Oracle system identification name and tells apriori which database to connect to. database username is the name of the Oracle user that the apriori data is associated with. username password is the password associated with the Oracle user. (passwords are encrypted by default but can be replaced by plain text) 3

4 Verify Communication with the Server: In order to connect to the database your computer must first initiate communication with the computer that is running the apriori database. To verify the connection follow these steps. Navigate to the apriori installation directory and shift-right click on the bin directory Select the option Open Command Window Here (if that option is not present you will have to open a command window using the start menu and navigate to this folder by using the change directory command CD ) Once you have navigated to the correct the correct folder your command window should display something like this: Enter the command ping {hostname} and hit enter (replacing {hostname} with the actual name of the apriori database server). If your screen looks like the image below then you should verify that this is the correct host name. If the it is the correct host name then the host computer is either behind a firewall, unplugged from the network, turned off or otherwise unavailable and you should contact your DBA or internal apriori tech support for further assistance. If your screen looks like this next image then you should enter the command /flushdns and hit enter then try the same command again. If you get the same message, it means you have the wrong host name or the database server is not on the network. Contact your DBA or internal apriori tech support for further assistance. If your screen looks like the next image, it means the host is running and on the network. Proceed with these instructions. For users running MySQL: Enter the command mysql --host={hostname} --user={username} --password={password} and hit return (be sure to substitute your hostname, username and password into the appropriate field - do not include the curly brackets {}). 4

5 You should be prompted with a message that welcomes you to the MySQL monitor. If you are not then you should contact your DBA or internal apriori tech support and have him or her verify that the MySQL server is running and that username and password are correct before proceeding. Enter in the command use {schemaname} and hit enter (replacing {schemaname} with the actual name of the database schema). If you receive an error message 1044 (42000) then you may need to contact your DBA so that he/she can make sure MySQL user permissions are set properly If you receive the message Database changed then there is either an error with the database connection information in your hibernate.properties file or there may be a firewall blocking apriori from the network. For users running Oracle: If you are running Oracle you will need to contact your DBA and ask them to verify the database connection information. 5