Version: 9
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Contents


Summary

Troubleshooting common issues that you may be having with implementation.

If your problem is not identified below, then please review the Known issues page.

Unable to install

If for any reason you are unable to install, then please review the Prerequisites.

When installing interactively, please confirm you are logged on using an account that has local Administrator rights.

You can troubleshoot the installation by reviewing the installation log file. On Windows, start an Administrative command prompt and use an msiexec command-line similar to the following example (we've used an example SQL server, you would need to set your own, and also include any other installer properties you want to set on the command-line):

msiexec /i ActiveEfficiencyServer.msi SQLSERVER="ACME-SQL01" /qn /l*vx C:\Windows\temp\ActiveEfficiency-install.log

SQL database connectivity error during ActiveEfficiency upgrade.

The most common issue while installing or upgrading ActiveEfficiency is the SQL connectivity issue. When upgrading 1E products that require connection to a SQL database, you may get one of the following errors dialog box after you specify the SQL database server.

1) SSL Security error

Error Message: Could not connect to Microsoft SQL Server ‘[database server name]’ [DBNetLIB][ConnectionOpen (SECCreateCredential()).]SSL Security error. (18)

This occurs when TLS 1.0 registry key exists, but is disabled and regardless of any other versions of TLS that are available and whether they are enabled or not. There is a knowledge based article which describes this issue and the solution. Please refer to the following article:

https://1eportal.force.com/s/article/KB000001973


2) Cannot generate SSPI context

If you are using Kerberos you may encounter an issue during installation when attempting to access the database. The issue will result in a message similar to the following being displayed onscreen or in the installer log file:

Error 27502. Could not connect to Microsoft SQL Server 'SRv3'. Cannot generate SSPI context (-2146893022) 

If you encounter this issue, please refer to https://support.microsoft.com/en-in/help/811889/how-to-troubleshoot-the-cannot-generate-sspi-context-error-message for details on how to resolve the issue.

On this page:

Cannot generate SSPI context

If you are using Kerberos you may encounter an issue during installation when attempting to access the database. The issue will result in a message similar to the following being displayed onscreen or in the installer log file: Error 27502. Could not connect to Microsoft SQL Server 'SRv3'. Cannot generate SSPI context (-2146893022) 

If you encounter this issue, please refer to https://support.microsoft.com/en-in/help/811889/how-to-troubleshoot-the-cannot-generate-sspi-context-error-message for details on how to resolve the issue.