TROUBLESHOOTING ERRORS/ISSUES …downloads.tsg.thomsonreuters.com.au/FBT/2017/Troubleshooting... · FBTSimplifierServers The FBTSimplifierServers folder will house all local databases

TROUBLESHOOTING ERRORS/ISSUES ASSOCIATED WITH THE CONNECTIVITY OF ONESOURCE FBT TO MICROSOFT SQL SERVER

IMPORTANT: Microsoft SQL Server is a product which is used in conjunction with ONESOURCE FBT. The information within this document is to be used as guidance only and to assist in resolving issues for which users of the ONESOURCE FBT application may encounter when connecting to an instance of Microsoft SQL Server. For full SQL Server Support and legal notices in relation to the use of Microsoft SQL Server, please refer to https://www.microsoft.com/en-au/sql-server/

COMMON ERRORS UPON CONNECTING ONESOURCE FBT TO SQL SERVER EXPRESS.

Attempting to login to the ONESOURCE FBT application this error occurs? After opening the diagnostics, the following information is provided. (Locally Stored Server and Database)

This error will often occur in a couple of scenarios. Either the server has stopped, or the information within the server connec t ion f i l e (PTServerConfiguration.xml) isn't correct and is having trouble communicating the information to correctly connect the database/server to the ONESOURCE FBT application after browsing to the location of the PTServerConfiguration file.

WHAT TO DO?

Firstly, locate the server. A typical server path for a locally stored database is C:\ProgramData\FBTSimplifierServers Note: The program data folder might need to be "unhidden", and this can be achieved by selecting "show hidden files, folders and drives" as per below.

FBTSimplifierServers

The FBTSimplifierServers folder will house all local databases for the ONESOURCE FBT Product. This is where you would be able to confirm all details within the PTServerConfiguration.xml file associated with the database you are using to connect to ONESOURCE FBT. A typical full path might be; C:\ProgramData\FBTSimplifierServers\FBTS\Filestore\PTServerconfiguration.xml The typical name for the ONESOURCE FBT database is “FBTS”, although this could have been named something else if you have created and named your own database using the ONESOURCE Database Manager (refer to Stand-alone user guide for more details)

Open the PTServerConfiguration.xml file (using notepad), and note the general characteristics of the file which need to be correct, otherwise a connectivity issue may occur between the database and the ONESOURCE FBT product.

1. Database name (most likely “FBTS”)

2. Database version. Is the FBT version correct? (See multi user guide for all version numbers of ONESOURCE FBT

3. SQL Server, is this correct?

4. Instance name (default installation instance is “FBTExpress” but yours may be different)

5. Catalog: does this match your database name?

6. Username, “FBTSimplifier” is standard however skilled database administrators may produce their own username with specific permissions (refer to Multi user installation guide).

7. Is the connection password for the UserName correct? (default encryption provided as highlighted).

The above is an example of a default PTServerConfiguration.xml file (with a desktop computer path) which connects correctly to the ONESOURCE FBT application (2017 version).

Warning If any of these details are incorrect, then connectivity errors will occur.

Server instances may include FBTExpress (downloaded with our package) or SQLExpress (typically downloaded separately with your own SQL Server installation package)

INVESTIGATING THE CONNECTION ERROR.

If your PTServerConfiguration.xml file had no issues upon connecting to the ONESOURCE FBT application, but encounters a further issue as shown below in the diagnostics.

This may be caused by pointing to the wrong PC Check the PTServerConfiguration.xml file (example below)

In this case, the server path in this PTServerConfiguration.xml file is incorrect as the PC hosting the SQL Server is "U6025293- TPD-8". The server in the configuration file would need to be updated to reflect the correct server name or the above connectivity issue will continue to occur.

ALL OF THE DETAILS ARE CORRECT IN THE PTSERVERCONFIGURATION.XML FILE BUT THERE IS STILL A CONNECTION ISSUE!

Has the server stopped?

You may need to confirm this in either your SQL Server 20xx Configuration Manager or SQL Server Management Studio (if installed)

Open up SQL Server Configuration Manager. Look for the SQL Server instances (per your PTSEerverConfiguration).

As highlighted above, both FBTEXPRESS and SQLEXPRESS server instances are either disconnected or stopped - these will need to be restarted in order for to connect. Select the SQL Server instance and choose ‘Start Service’

STILL NOT WORKING?

If this error still occurs and:

1. all components of the PTServerConfiguration.xml file are correct and

2. your server appears to be running, then,

3. the correct permissions may not have been assigned to the user which will prevent the PTServerConfiguration.xml file communicating with the database and to the ONESOURCE FBT application. Or,

4. In rare circumstances the database may have been ‘Detached’ or deleted (check your database logs) and may need to be restored from a past back up file.

In these last two cases, you will need to discuss with your internal IT to ensure that appropriate permissions are set and that the database is still on the SQL Server.

I AM NOT RUNNING THE SERVER AND DATABASE AS LOCAL SET UP BUT HAVE MY DATABASE STORED ON A SERVER ELSEWHERE. CAN I CONNECT MY DATABASE TO ANY NUMBER OF USER PC'S? Yes, you can store the PTServerConfiguration.xml in any shared location so that each end user can connect to the database which may be stored externally for the PC.

However, you must ensure that all details match up correctly within the PTServerConfiguration.xml file and that the user and thier PC have all necessary permissions to access the file - otherwise connectivity issues will occur.

CANNOT OPEN DATABASE "FBT 2017" REQUESTED THE LOGIN FAILED. LOGON FAILED FOR USER 'FBTSIMPLIFIER'

Simply, this means that the database you are attempting to connect with, is incorrectly set up within the PTServerConfiguration.xml file or this database doesn't exist.

By default, with each installation of ONESOURCE FBT (Stand-alone user guide), the database will assign a database security username of 'FBTSimplifier' and a password.

The password is encrypted by us as "12345x@Tr3woP67890" as noted in the PTServerConfiguration.xml file.

If the database doesn't have the correct security username with its correct password, then the above error will occur.

To resolve this for a locally stored database, it is best to update the PTServerConfiguration.xml file with the default details noted above.

However if a previous database administrator has changed the password or changed a user, both details will be required to be reflected in the PTServerConfiguration.xml file and these can be changed via SQL Management Studio or Microsoft SQL Server Enterprise Manager.

Open SQL Management Studio, navigate to logins under 'Security level'. Right click 'FBTSimplifier' default login (or the login previously set up, refer to multi-user installation guide), right click and select "properties"

Here we can reset the password, to any password and then include this within the PTServerConfiguration.xml file. In this instance I have updated the password to "DefaultPassword1"

Warning If you are a database administrator DO NOT use your System Administration (SA) password

If any further issues occur or you are unable to resolve this issue, please contact the support desk for additional guidance.

as this shouldn't be disclosed in the PTServerConfiguration file.

A CONNECTION WAS SUCCESSFULLY ESTABLISHED WITH THE SERVER, BUT THEN AN ERROR OCCURED DURING THE LOGIN PROCESS - NO PROCESS ON THE OTHER END OF THE PIPE

No database?

This error may occur if you can successfully connect to the server, however there is no process. This could mean that while there is a correct server path, but there is no database. In this scenario, you can see that the database which is available and active is 'FBT 2016', however, as per below the catalog is incorrect and is entered as 'FBT 2017 '. This database doesn’t exist, as per the additional screen shots below, even though the server path is correct.

FBT 2016 exists as a database, but there is no FBT 2017 database on this server.

Ports

Alternatively, for SQL database administrators, there might be an issue with Ports, so this might need to be checked and confirmed with your IT administrator if the PTServerConfiguration.xml already has all of the correct information.

If both these scenarios are accounted for after checks (database exists and correct Ports are being used), you may need to check logs of the database as in some rare cases, the database has been detached.

This would require a restoration process by your IT manager. Please contact support if you are unable to trouble shoot this issue further after checking all scenarios.

OBJECT REFERENCE NOT SET TO AN INSTANCE OF AN OBJECT This error can occur occasionally upon connecting to ONESOURCE FBT when initially browsing to a PTServerConfiguration.xml file. This will disappear on a fresh opening the application. If however this error does occur when opening certain work papers within ONESOURCE FBT, please email our support desk as this may mean a duplication of data within the database which can cause conflict on benefit work papers.

INVALID USERNAME OF PASSWORD A common error which users may encounter is the general login into ONESOURCE FBT. This can occur when users have forgotten their past credentials, passwords, usernames and so forth when accessing the database.

While this is annoying, this is a good sign that the database you are wishing to access is actually connecting to the ONESOURCE FBT application.

Please note, there are a few options for you to reset passwords

OPTION 1: LOCALLY STORED DATABASE (NO SQL MANAGEMENT STUDIO)

ONESOURCE FBT has 3 default logins. These are;

1. Helpdesk

2. Administrator

3. ClientAdmin

Most clients will use 'Administrator' to complete all their FBT needs, however larger organisations may use multiple logins and assign specific roles to each login.

To reset any of the users, this can be done within the product. However, to reset the password of 'helpdesk' (the highest level of access), this will need to be achieved via the command prompt if you don't already have the password.

TIP - We provide one instance whereby 'helpdesk' can be used with a 'blank' password which may let you have access to the database you are pointing to. However if this isn’t the case, you will need to reset the password through the CMD prompt or in SQL Management Studio (your DBA would complete this task).

OPTION 2: RESET THE HELPDESK PASSWORD THROUGH THE CMD PROMPT.

Please find below the steps to unlock your helpdesk login on the local installation. You will need to perform this on the computer where the database is located with local admin permission (see your IT Personnel if you do not have full permissions).

1. Type CMD in the run pop up box. Press Ok (Ensure this is run as an Administrator)

2. 2Type CD\ or C: & press Enter

3. Follow the instructions below; (Most default local databases use the “FBTS” database name)

An example using an instance;

4. Once this has affected the row, you will be able to login to the ONESOURCE FBT application using helpdesk login and a blank password. Please note helpdesk is interchangeable with

'Administrator' and or 'clientadmin' or any user login with the product.

5. If you do login to the ONESOURCE FBT, as long as you have an active client (if not make a test client), then you will be able to navigate to "Users" and reset all passwords accordingly. Please ensure that helpdesk isn't used to complete reporting as helpdesk is merely for administrative purposes such like resetting passwords.

OPTION 3: USE SQL MANAGEMENT PASSWORD RESET (QUERY TO RUN)

If you have access to SQL Management Studio, effectively the same process is completed by running a query on the database.

Right click the database | New Query | Type Query | Execute

Users on the database can also be checked using the below query;

STILL HAVING PROBLEMS? Having difficulties accessing, connecting or migrating your ONESOURCE FBT application? And you have attempted to trouble shoot them with the above guidance but you still have problems - please contact the support desk as below.

MORE INFORMATION

If you require further assistance, please contact ONESOURCE Support ANZ at

[email protected] or on 1800 074 333

You will need to upgrade your software to ONESOURCE Fringe Benefits Tax 2017 in March 2017. If you haven't received an upgrade reminder by late March, please call or email the Support Helpdesk.