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Database or network connection error

Windows 7/8/10: If connection problem arose after a Windows Update see Step 6 below.

  1. Close RMS on all PCs and shutdown the PC (not restart) using Windows desktop command.
    Reset your broadband router by unplugging the power cable for 10 seconds then plug back in.
    Power on the database server PC followed in turn by each workstation.

  2. Run Store Operations Administrator, File, Configuration, Test Database. WARNING: Do not attempt to change the password.
    If this test fails on the database server, select Start, All Programs, Microsoft SQL Server 2005 (or 2008), Configuration Tools, SQL Server Configuration Manager, SQL Server 2005 Services, right-click on the SQL instance shown and select Start. Note: A SQL instance will be listed with a name in parenthesis, such as MSSQLSERVER.

    Note: The Browser option does not need to be running but can be enabled as well. If you are running an older edition of Microsoft with MSDE, double-click on the tower PC in the system tray instead to start SQL.

    If this test fails on a workstation, check the network cabling to/from PC and router.

    Note: Microsoft RMS is not supported on wireless networks, especially not POS lanes. While this may work in most cases (full strength signal), you won’t be able to obtain support from Microsoft as the POS connection requires a constant connection to SQL Server. A wireless network also affects PCI compliance for credit card processing.

  3. Check to ensure all current Windows Updates are fully installed on all PCs.
    Start, All Programs, Windows Updates, Express option.
    Restart if prompted and check the Express option again until no more updates are needed.
    Windows 10: If connection problem arose after a Windows 10 update see Step 6 below.

  4. Select Start and type in \\<servername> and press Enter. If prompted for logon credentials enter username and password for the server and enable the checkbox to remember connection.
    Example: \\rmsserver [Enter] then Administrator name and password when prompted. If you do not know the correct login see Step 6 below on how to disable password protected sharing on the server.
    Run Store Operations Administrator and Test Database connection again.
    Note: This step also works to reconnect a shared printer by entering: \\<server name>\<printer name>
    Example:  \\rmsserver\labels

  5. Shell out to the command prompt by entering cmd into the Start, Run box. Then ping the server name as shown in Store Operations Administrator, File, Configuration.
    Example:  ping rmserver
    This should show you the IP address of the server. Example:
    Now try changing the server name in Store Operations Administator, File, Configuration to that IP address and click Test Database. Example, change rmsserver to then Test Database. If that works click OK to save change and use the IP address to connect to the server where needed.

  6. Check to ensure Public folder access is enabled on your server (Windows 7, 8, or 10). Run Control Panel, search for "network" in upper right, select Network and Sharing Center, select Change advanced settings on left, make sure network discovery and file and printer sharing is enabled. Make sure sure Public folder sharing is enabled for All Networks. Also disable Password Protected Sharing under its section to avoid issues with workstations losing their connection and employees are unaware of the correct login.

If these steps fail to resolve the problem, please search our Knowledgebase for the specific error or select Start a conversation.
If after-hours you can request logon assistance by following the instructions for emergency support as posted on our help desk main page. IMPORTANT: You must purchase an emergency PPI (pay per incident) session to initiate after-hours support (Step 1). Then Start a conversation (Step 2). Both steps are required or response time defaults to next-business day.

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  1. Dave J

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