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“Database is not accessible. Please use the database locator utility to configure the database.”- when trying to open POS application from terminal.

Owned by
Aparajita Basu Roy
Sept 15, 2022
2 min read

SYMPTOMS

An error occurred while trying to open POS application from all terminal but working fine from POS server. The following messages may appear after user tries to login into the application.

Database is not accessible. Please use the database locator utility to configure the database.

CAUSE

POS terminal systems are not able to connect SQL server database on POS server. Probable cause either on the server the TCP Protocol is not configured in SQL Server Configuration Manager or any firewall is blocking the access.

RESOLUTION

CHECK 1: TCP Protocol enable in SQL Server configuration

Ensure TCP Protocol is enabled and the port 1433 is assigned in SQL Server Configuration Manager. For guide on this, refer following section.

https://ginesys.atlassian.net/wiki/spaces/PUB/pages/19726352

Check 2: Connectivity to TCP port 1433

Check connectivity of SQL server database port: 1433 using telnet command from terminal system. Telnet Client should be enabled for this check.

telnet <POS server IP address> 1433

If the screen goes blank, that means connectivity is OK. Else, the failure message will come for connectivity error. If error received, check further in the server’s firewall and anti-virus configuration.

https://ginesys.atlassian.net/wiki/spaces/PUB/pages/492044479

CHECK 3: Windows Firewall on the server

Verify that the necessary rule is configured to allow access to SQL Server database on the POS Server. If missing then add inbound rules in Windows Firewall for SQL server service. This is only applicable if Windows Firewall is turned on and in use. If Windows firewall is off or inactive, skip this check. Need assistance on adding a rule in Windows Firewall? Refer section below.

https://ginesys.atlassian.net/wiki/spaces/PUB/pages/389611521

CHECK 3: Third-party security application on server and client

  • Locate any installed third-party Antivirus / Endpoint Protection / Internet Security application on the terminal system Try disabling or uninstalling the anti-virus temporarily to ensure that at anyway anti-virus is not causing the issue.

  • Locate any installed third-party Antivirus / Endpoint Protection / Internet Security application on the server. Try disabling or uninstalling the anti-virus temporarily to ensure that at anyway anti-virus is not causing the issue.

If it is identified that the issue is happening only when the third-party Antivirus / Endpoint Protection / Internet Security application is active then necessary exceptions to be set within the security application. The configuration differs in different application. Please take assistance of your sysadmin team or security solution customer support.

Do not leave the server without an active anti-virus. If the service was disabled during troubleshooting enable that or install the anti-virus if it was uninstalled previously.

Above mentioned checks and actions should resolve your issue in most of the cases. In case you still face the issue please contact Ginesys Care.

Ginesys POS Startup Slow from Terminals

https://ginesys.atlassian.net/wiki/spaces/GPOS/pages/3841426170