If the Directory database of your main server is disconnected (red or yellow) and not communicating properly, ask the following troubleshooting questions to determine a possible cause and solution.
Is the database local?
On the main server page in Server Admin, check whether the name of the Database server indicates that the SQL Server is local.
- If yes: In the Windows Services console, restart the SQL Server service. If the Directory does not start and the server does not come online, go to the next question.
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If no: Try the following:
- Ensure that the server running the SQL service is online. You can check the server by logging in to that server using Remote Desktop or SQL Management Studio.
- Instead of connecting to the remote database server using the SQL Server instance name, open Server Admin and try connecting using the server's IP address.
- Ensure that the remote database server ports (TCP 1434 or UDP 1433) are open and reserved for the SQL Server. They should not be used by other applications.
Is the database version incompatible?
On the main server page in Server Admin, check the Status section for the following error: Database version is higher than the current version.
- If yes: Restore your database to a previous version or create a new database.
- If no: Go to the next question.
Does the user that is running the Genetec™ Server service have permission to access the Directory database?
The Genetec™ Server logon user might be missing the necessary rights on the Directory database in SQL. To check this, open SQL Management Studio and do the following:
- Click .
- Click Server roles and check that all server-level roles for the
Directory are selected.
- Click User mapping, select Directory, and
check that all database-level roles for the Directory are selected.
- If yes: Go to the next question.
- If no: Add the required permissions to the user. If the database does not connect and the Directory and server do not come online, go to the next question.
Is the Directory database full?
In SQL Server Management Studio, click and check whether the Directory database has reached its size limit. The size limit in SQL Server 2005 Express is 4 GB; the size limit in SQL Server 2008 Express and later is 10 GB.
- If yes: Upgrade SQL Server Express to the Standard or Enterprise editions. If your database exceeds the 10 GB limit, contact Technical Support to help you determine why the database has reached its storage limit.
- If no: Go to the next question.
Is it a Directory failover configuration issue?
Event Source: GenetecDirectory.exe
Description: Unable to take the database lock, another Master Directory may be running on this database, restarting Directory service- If yes: From the Windows Control Panel, restart the Genetec™ Server service on your failover server.
- If no: Go to the next question.
Is the SQL database transaction log (LDF file) too big?
In SQL Server Management Studio, click , and check whether the LDF file exceeds the maximum size.
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If yes: In SQL Management Studio, do the following:
- Switch the recovery model of the database to Simple.
- Shrink the transaction log file.
- If no: Go to the next question.