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Client Error When Connecting to Admin Portal

over 13 years ago | Article no. 2239
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THIS ARTICLE APPLIES TO:

All versions of Knowledgebase.

ISSUE DESCRIPTION:

When attempting to log into the KB Admin Control Panel or the Client Portal you receive an error:  "Client Error, cannot connect to ecrmUser database" .

ROOT CAUSE:

The DSN is not configured correctly.

SOLUTION OR WORK AROUND:

Use the following steps to verify that the DSN is configured correctly:

Important Notes:
  • Prior to implementing the following steps please verify that the License key has been registered.
    1. AccesLog in to the Application Server, using an administrator account.
    2. Click Start.
    3. Within Administrative Tools, choose ODBC connections.
    4. Select the System DSN tab.
     
  • Click ecrmUser.
  • Choose Configure.
  • Verify the following:
    • Name: ecrmUser
    • Server: this may contain the IP of the server, it can also be used with the computer name.  
      • Note:Try this configuration both ways if it does not work the first time.
  • Click Next.
  • Verify that Authentication is set to SQL.
  • Enter the password for the Login ID specified.
  • Click Next twice.
  • Click Finish.
  • Click Test Data Source. 
  • If you do not receive the message: "Tests Completed Successfully!" please check the admin password used 
    •  

      AFFECTED SYSTEMS & USERS:

      Customers, Internal Users and Administrators.

      ADDITIONAL INFORMATION:

      The Login ID used for the System DSN connections should be kbadmin. System Administrators can contact Moxie Software CIM Support for assistance with the password for this account if necessary.

      ESCALATION PROCEDURE:

      If you have additional questions, please contact our Support group at 877-373-7848 (option 2) or via email at cimsupport@moxiesoft.com.