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Exo - Troubleshooting Connection Issues

These are the steps you can use to troubleshoot connection issues between MYOB Exo and the SQL server.

There are times with a system in place where due to connectivity issues Exonet no longer can communicate with the SQL server. When this happens you get a connection error when you try to log in. It is also possible that other users (those already logged in are still able to use the system without issue.

 

Exo-ConnectionErrorDNS01.png

 

The first thing you need to do is establish the name of the SQL server. To do this go to the "Setup connections" area within the Exo log In screen.

 

Exo-ConnectionErrorDNS01a.png

 

Click on the database connection on the left and you will see the name of the server on the right

 

Exo-ConnectionErrorDNS01b.png

Open up a command prompt (cmd) and see if you can resolve the name using nslookup as in the following example:

  • nslookup yourservername

 

The system should respond with the IP address of the server

Exo-ConnectionErrorDNS01c.png

Now also from a command prompt try and ping that server either by name or by IP address if the name resolution does not work

  • ping yourservername 
  • ping YourServerIPAddress

You should get four replies 

Exo-ConnectionErrorDNS01e.png

If you only get replies when pinging the server's IP address but not when you ping the server's name then your issue is most likely to do with DNS 

 

Exo-ConnectionErrorDNS01d.png

If you can ping the server by name and IP address then the next thing to check is to see if the SQL server is listening. To do this you need to run a Telnet command. You should note that Telnet is not always installed on servers so you may not be able to perform this test

  • Telnet YourServerName 1443 
  • Telnet YourServerIPAddress 1443

If SQL is listening you will get a blank command prompt screen  - If not you will receive an error like this one

  • Connecting To YourServerName...Could not open connection to the host, on port 1433: Connect failed

 

 

Resetting Your DNS Client

 

It is possible that your DNS Client may for whatever reason may stop responding or if incorrectly configured may start asking the wrong DNS server for the IP address of your SQL server. The easiest way to resolve this is to restart the service.

Search for Services and run the "Services" App.

 

Exo-ConnectionErrorDNS02.png

 

Find the DNS Client and restart the service. With any luck Exo should now work again

 

Exo-ConnectionErrorDNS03.png

 

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