Error: "Warning: The software is unable to connect to your SQL database"

Summary

When launching Sage Taxation, you may receive this message.

Description

When launching Sage Taxation, you may receive the following prompt:

Warning: The software is unable to  connect to your SQL database
This may be a temporary  problem. Click OK to close the software and try opening it again.
If you are still unable to connect after following the advice call our Support Teams on 0191 479 5999.

Resolution

Initial steps to take

The resolution to this will vary, depending on the error message shown by clicking the Details button. If this is firewall related, or SQL isn't running, the following will be shown:

Timeout - 'SERVER\SAGESPS' may not be accessible or the SQL instance is not running.

If you are experiencing issues accessing the software, please select your install type:

Standalone installationStandalone;Network;null Network installationNetwork;Standalone;null

Standalone Installation

You should run through these in the order listed.

Is the SQL service running?

Windows updates may have stopped SQL from starting, so you'll need to check if it's running.

Note down your instance name from the details section of the error message. In the example above, it's shown as SERVER\SAGESPS so your instance name is SageSPS.
Select the start button and search for services.msc

You can also access this via the Windows Control Panel, Administrative Tools, Services
Locate SQL Server in the list. This will be followed by your instance name in brackets (e.g. SQL Server (SageSPS)).
Right click on this service and select Start or Restart if it's already running.

A firewall or antivirus may be blocking the connection

If you have Firewall and/or anti-virus software on your computer, whether it is Windows or third party, please try to temporarily disable this
If the software still doesn't connect please re-enable your firewall
If the software works once the firewall is disabled you'll need to add the following exceptions to the firewall:

Microsoft SQL Server ports File sharing and directory server SPS Client integration¹

TCP port 1433 TCP ports 137, 138, 139 TCP ports 31415 and 31416

UDP port 1434 TCP port 445

¹Only required if you use Sage Practice Solution

TIP: SQL Server ports apply to both inbound and outbound connections

If you're unable to add exceptions to a third party firewall, or if the local group policy prevents you from adding exceptions to the Windows firewall, please consult with your local IT support and arrange for them to add the above exceptions to the firewall on your SQL server

Is the file sharing wizard enabled?

This can be checked by going to:

Open My computer select the View tab followed by Folder options
Select the View tab and scroll towards the bottom of the list and find Use Sharing Wizard (recommended)

Please ensure this option is not ticked

Can you access the shared folders?

Select Start, and search for \\%computername% and press enter, this will display the shared folders available on your computer.

You can also right click the start button and enter \\%computername% in the run dialog box.
Open the SageTaxationShareDir and the SageTaxationReadOnly folders; you should be able to open these without any errors
If any issues do occur contact our support teams for further assistance

Network Installation

You should run through these in the order listed.

Check that SQL is running

Please check if the SQL instance is running as this may have stopped due to updates to your machine.

Note down your instance name from the details section of the error message. In the example above, it's shown as SERVER\SAGESPS so your instance name is SageSPS.
Select the start button and search for services.msc

You can also access this via the Windows Control Panel, Administrative Tools, Services
Locate SQL Server in the list. This will be followed by your instance name in brackets.
Right-click on this service and select Start (or Restart if it's already running).
Right-click SQL Broswer and select start or restart.

Have you just moved servers?

If you've just moved servers, you should check that both the TCP/IP and Named Pipes protocols are enabled. This is especially important if you have used your own instance of Microsoft SQL server.

Show me how

in the search box near the Start Menu type " Computer Management"

You can also access the run dialog by pressing the Windows + R keys together
Expand Services and applications
Expand SQL Server Network Configuration

you will see server protocols for a manager for SQL 2014, you will need to substitute the following depending on your SQL version:

Version	Command
SQL Server 2017	SQLServerManager14.msc
SQL Server 2016	SQLServerManager13.msc
SQL Server 2014	SQLServerManager12.msc
SQL Server 2012	SQLServerManager11.msc
SQL Server 2008	SQLServerManager10.msc

Once in the configuration manger, you can ensure that both TCP/IP and Named Pipes protocols are enabled under SQL Server Network Configuration > Protocols for [your instance] and restarting the service where required

Check your firewall and antivirus software

You should also try to disable any third party firewall and also any antivirus software you may have. Test the software on a couple of machines before switching your firewall and antivirus software back on

Disabling the Windows firewall often has no effect and can continue to block services (like SQL) until it is correctly configured.

Adding firewall exceptions

The most likely cause is the firewall, either Windows or third party. Please see the 'Configuring the Windows firewall' section for full details on configuring the Windows firewall.

Microsoft SQL Server ports	File sharing and directory server	SPS Client integration¹
TCP port 1433	TCP ports 137, 138, 139	TCP ports 31415 and 31416
UDP port 1434	TCP port 445

¹Only required if you use Sage Practice Solution

TIP: SQL Server ports apply to both inbound and outbound connections

If you are unable to add exceptions to a third party firewall, or if the local group policy prevents you from adding exceptions to the Windows firewall, please consult your local IT support and advise that they need to arrange for the following exceptions to be added to the firewall on your SQL server

Please also exclude the following directories from the antivirus scan and to your firewall,

C:\Program Files\Microsoft SQL Server\MSSQL10_50.SAGESPS\MSSQL\data
C:\Program Files\Microsoft SQL Server\90\Shared\SQL browser.exe
C:\Program Files\Microsoft SQL Server\MSSQL10_50.SAGESPS\MSSQL\Binn\sqlservr.exe

(the location may vary depending on the operating system of your server)

Configuring the Windows firewall

Even if the Windows firewall is turned off on the server, it can still block connections for certain services (such as Microsoft SQL Server)

Once you've been through the initial troubleshooting steps, you may need to run through the following to add these exceptions:-

On your SQL server select Start and type 'cmd' into the search box

TIP: On Windows 10 / Server 2012 and later, right click the start button and select Command prompt (Admin)
After a moment, cmd.exe will appear in the list. Right click on it and select Run as administrator

Accept the User Account Control prompt stating "Do you want to allow the following program to make changes to your computer?"
Highlight the commands contained below, right click and select copy
In the command prompt window, right click and select paste, then press the enter key when the last line is reached.

netsh advfirewall firewall add rule name="Sage Taxation 1433" dir=in action=allow protocol=TCP localport=1433

netsh advfirewall firewall add rule name="Sage Taxation 1433" dir=out action=allow protocol=TCP localport=1433

netsh advfirewall firewall add rule name="Sage Taxation 1434" dir=in action=allow protocol=UDP localport=1434

netsh advfirewall firewall add rule name="Sage Taxation 1434" dir=out action=allow protocol=UDP localport=1434

netsh advfirewall firewall add rule name="Sage Taxation 31415" dir=in action=allow protocol=UDP localport=31415

netsh advfirewall firewall add rule name="Sage Taxation 31415" dir=out action=allow protocol=UDP localport=31415

netsh advfirewall firewall add rule name="Sage Taxation 31415" dir=in action=allow protocol=TCP localport=31415

netsh advfirewall firewall add rule name="Sage Taxation 31415" dir=out action=allow protocol=TCP localport=31415

netsh advfirewall firewall add rule name="Sage Taxation 31416" dir=in action=allow protocol=UDP localport=31416

netsh advfirewall firewall add rule name="Sage Taxation 31416" dir=out action=allow protocol=UDP localport=31416

netsh advfirewall firewall add rule name="Sage Taxation 31416" dir=in action=allow protocol=TCP localport=31416

netsh advfirewall firewall add rule name="Sage Taxation 31416" dir=out action=allow protocol=TCP localport=31416

netsh advfirewall firewall add rule name="File sharing 137-139" dir=out action=allow protocol=TCP localport=137-139

netsh advfirewall firewall add rule name="File sharing 137-139" dir=in action=allow protocol=TCP localport=137-139

netsh advfirewall firewall add rule name="File sharing 445" dir=out action=allow protocol=TCP localport=445

netsh advfirewall firewall add rule name="File sharing 445" dir=in action=allow protocol=TCP localport=445

5. Restart the server/workstation.

NOTE: This will only configure the Windows firewall, it won't affect any third party firewalls you may have installed. For further information on the exceptions for third party firewalls, please see the "Adding firewall exceptions" section for details of ports to configure.

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