Siebel Remote and Replication Manager Administration Guide > Troubleshooting Remote and Replication Manager > Troubleshooting Synchronization Manager >

FAQ: Cannot Connect to Server During Synchronization

As the text of the error message indicates, there is a problem with the connection between the Siebel Remote client and the Siebel server.

If this error occurs, do the following:

• Ping the Siebel server from the client by running the following command from the DOS window on the client machine:

  ping <server machine name>

  If the server cannot be reached by name, try the IP address. The expected result is that the ping is able to resolve the host name to an IP address and connect to the machine.

• Before synchronizing again, refer to How to Set Client-Side Logging to increase the level of client-side tracing. It is located in the \"log" directory of the client. It is named SyncThrd*.log. Send this file to Siebel Technical Support for review.

  If the connection is established on the server then there will also be a Synchronization Manager trace file. It is named SyncMgr*.log located in the Siebel server log directory.

  Check the DockConnString in the [Local] section of the client's CFG file and confirm that it is set to the host name of the Siebel server with which this client will synchronize. Send the client's CFG file to Siebel Technical Support for review as well.

  It is recommended that you specify the DockConnString in the following format:

  • Siebel server machine name: network protocol: sync port #: server: encryption.
  • Siebel server machine name, assuming the default static port number is 40400.

    Remote users use the DockConnString parameter in the CFG file to synchronize to the server. For details regarding the syntax of the DockConnString parameter, see Synchronization Parameters in Configuration Files.

• If the Synchronization Manager component is not running, check the following:
  • %Siebel_server%\log\SynchMgr* log file.
  • If the failure message is Login Failed, then verify that Synchronization Manager uses the correct user name and password when connecting to the database.

    This should be the system administrator user (SADMIN) and not the database tableowner (SIEBEL or dbo). The system administrator's password in the database must match the password registered in the Gateway Server. If the SADMIN password changed in the database but not in the Gateway Server, users will not be able to log in to Server Manager views. To register a new password with the gateway, verify that the Gateway Server service is running and complete one of the options below from the %Siebel_Server%\bin command prompt.

    Using Server Manager, enter:

  srvrmgr /g <GatewayName> /e <EnterpriseName> /u <username> /p <password>

  /g: specifies the host name of the machine running the gateway

  /e: enterprise server name

  /u: Siebel Administration username

  /p: Siebel Administration password

  When the Server Manager prompt appears, type:

  srvrmgr> change ent param Password=NewSADMINPassword

  Type exit.

  For more information about Server Manager, see Siebel System Administration Guide.

  Using srvrcfg, enter:

  srvrcfg /g <GatewayName> /e <EnterpriseName> /m enterprise /w Password=NewSADMINPassword

  Stop and restart the Siebel server service to invoke the change.

  NOTE:  Use caution when changing the password—an incorrect entry will cause errors throughout your system.

  If the password of the database account is unchanged, the password of the system administrator account can be changed in the Server Manager views.

To view the current Synchronization Manager port number

1. From the application-level menu, choose Navigate > Site Map > Administration - Server Configuration > Servers.
2. In the Siebel Servers list, select a server that runs Synchronization Manager, and then click the Components view tab.
3. In the Components list, use standard query techniques to select the record for the Synchronization Manager component, and then click the Parameters subview tab.
4. In the Component Parameters list, use standard query techniques to locate the record for the Static Port Number parameter.

   The port number in use is in the Value field.

To change the current Synchronization Manager port number

1. Follow all steps in the previous procedure, To view the current Synchronization Manager port number.
2. Enter the new value for the Static Port Number in the Value on Restart field.
3. Restart the server.
4. Test the connection by copying a CFG file, from a user that is able to connect or synchronize, onto the client machine where the behavior is occurring.

   Observe the results and compare the two CFG files for any noticeable differences.