Solution Properties
Solution ID:
223924850044707
Last Modified Date:
Tue Apr 04 14:28:08 UTC 2023
Taxonomy Path:
Category//Setup and configuration
Author:
LegacyAuthorUS
Error: "Failed to retrieve data from the database" (in Service Management)
Description
Cause

Corrupted Data Source Name (DSNs) for Service Management.

Resolution

CAUTION:

This solution requires advanced knowledge of Windows security and network settings. Sage isn't responsible for any issues that arise from changes to these settings. Ensure you back up all system and application databases necessary for a complete restoration. It's advisable to contact a certified consultant or your system administrator for assistance.

Delete the SM data DSNs, and then set them up again. Verify that you have full control on all required permissions before you proceed with the following solution.

Delete the Service Management DSNs

  1. Have all operators exit Service Management.
  2. Log on to the server with the following permissions:
    • Network Administrator
    • Sage 300 CRE Accounting Unlimited (privileged) operator
  3. From the Windows task bar, click Start, All Programs, ODBC, 32-bit ODBC Administrator.
  4. Click the User DSN tab.
  5. Select the Timberline SM Data DSN.
  6. Click Remove and then click Yes to confirm.
  7. Click the System DSN tab.
  8. Select the SM[hexadecimal number] DSN.
  9. Click Remove and then click Yes to confirm.
  10. If you have more than one SM[hexadecimal number] DSN, delete each DSN.
  11. If you have version 24.1 and later, continue to the next step. If you have an earlier version, skip to step 20.
  12. From the Windows task bar, click Start, All Programs, ODBC, 64-bit ODBC Administrator.
  13. Click the User DSN tab.
  14. Select the Timberline SM Data DSN.
  15. Click Remove and then click Yes to confirm.
  16. Click the System DSN tab.
  17. Select the SM[hexadecimal number] DSN.
  18. Click Remove and then click Yes to confirm.
  19. If you have more than one SM[hexadecimal number] DSN, delete each DSN.
  20. Open up the Control Center by going to:
    • 16.1 to 24.1: Start, All Programs, Actian PSQL 12, PSQL Control Center & documentation
    • 24.2 and later: Start, All Programs, Actian Zen 15, Zen Control Center & documentation
  21. Expand Engines in the folders on the left and confirm you see your server name.
  22. Expand Databases and confirm you see all your DSNs.
  23. Delete all the SM DSNs (example: SM79C8EDD9E4AB54) by right-clicking the DSN, selecting Delete, then choosing "Yes, but only database name".
  24. When you've deleted all the SM DSNs, close out of the Pervasive Control Center/Zen Control Center.
  25. Browse out to C:\ProgramData\Pervasive Software\PSQL or C:\ProgramData\Actian\PSQL and rename the DBNAMES.CFG file to OLDDBNAMES.CFG.

Recreate the DSNs

  1. Launch Service Management.
  2. Go to Reports, Work Orders, Work orders in progress. This report creates the data connection between server and workstation.
  3. Repeat the work order step for all companies in Service Management.
  4. Confirm Service Management works as normal.
  5. Optional: Recreate DSNs for Crystal Reports 2020, if needed.
Steps to duplicate
Related Solutions

Error: "Failed to retrieve data from the Database" (Troubleshooting)