---
title: "Troubleshooting database - software connections"
canonical: "https://servicedesk.maxgeo.com/space/LC/1263927350/Troubleshooting%20database%20-%20software%20connections"
format: markdown
---
<u>**Symptom:**</u>

1. When trying to open LeaseControl I return the following error:
  - "Database Access Error : Cannot open database "x" requested by the log-in.  The log-in failed.  Would you like to define the connection again?" - start at **Troubleshooting 1**.
2. When in the "Database Connection" window and clicking "Test Connection" I return the following error:
  - "<span style="color: #ff5630">Error connecting to database :" </span>- start at **Troubleshooting 1**.
  - <span style="color: #ff5630">"Database Access Error : Cannot open database "x" requested by the log-in.  The log-in failed.  Would you like to define the connection again?"</span> - start at **Troubleshooting 1**.
3. The SQL Server doesn't appear in the dropdown menu of "1. Select or enter a server name:" - start at **Troubleshooting 2**.
4. The SQL database doesn't appear int he dropdown menu of "3. Select the database on the server" - start at **Troubleshooting 2**.

<u>**Prerequisites:**</u>

<u>**Troubleshooting:**</u>

1. Click "OK" to close the error window(s) and return to the "Database Connection" window.
2. Check the details you have entered into "1. Select or enter a server name:" are correct.  If the SQL Server is not on the same computer that is hosting the software, ensure that the computer name hosting the SQL Server is entered, followed by a \.  e.g. "MyAppServer\LMSDatabase".
  - If your SQL Server does not appear in the dropdown menu, click on "Refresh".
  - If your SQL Server still does not appear in the dropdown menu, type it into the field, inclusive of the computer name where applicable.
3. Check that the details entered into "2. Enter information to log on to the server:" are correct.  By far the most common is "Use Windows NT integrated security" however your IT can confirm.
4. Check that the details entered into "3. Select the database on the server" are correct.
  - If your SQL database does not appear in the dropdown menu, click on "Refresh".
  - If your SQL database still does not appear in the dropdown menu, type it into the field, inclusive of the computer name where applicable.
5. Click on "Test Connection".
  - If no error is generated, click "OK" to finish the job - Troubleshooting is complete.
6. <span style="color: #ff5630">*This should be conducted by a suitably qualified and experienced SQL professional. *</span>* *On the computer hosting the SQL Server, connect to it from SQL Management Studio and from the database in question, run a Select top 1000 rows query on the dbo.LMS_TENEMT_Tenement table.
  - If you can't find the dbo.LMS_TENEMT_Tenement table on the database, you are not connecting to a LeaseControl database - locate the correct database and then start from **Troubleshooting 1** again.
  - If the query fails there is something wrong with your database - contact [servicedesk.maxgeo.com](http://servicedesk.maxgeo.com) noting that we will require a copy of your database to investigate the issue.
7. From the computer hosting the software (as the same Windows user that is having issues) ping the computer hosting the SQL Server, and vice versa.
  - If you can ping one way, but not the other, this is a permissions issue - refer to the IT to correct to the permissions for this user (it may be this user needs to be added to the security group) or contact [servicedesk.maxgeo.com](http://servicedesk.maxgeo.com)
  - If you receive the errror "Ping request could not find the host x.  Please check the name and try again".
  - If you receive any other error and you are unable to resolve it, contact servicedesk.maxgeo.com to determine if it is an IT issue.
8. Try pinging both of these computers from a different computer and Windows User - preferably one that has been able to connect to the database in question, but at any rate a computer and Windows User that hasn't had connectivity issues.
  - If you can ping from a different computer and/or Windows User, try having the Windows User log-in on the other computer and see if you can ping it (both ways).
    - If the problem is the computer - the issue is an infrastructure connectivity - speak to your IT.
    - If the problem is the Windows User - the issue is with user permissions - speak to IT (it may be this user needs to be added to the security group).
  - If you can't ping from any combination - safe to say it is an infrastructure connectivity issue - speak to your IT.