Sumac cannot connect to my Cloud database. How do I fix this?
Sumac has a built-in troubleshooter to help diagnose connection issues. If you try to log in and receive the error message below, click "Diagnose."
Sumac will open the troubleshooting tool to determine the cause of the connection issue.
There are two tests to perform that will help pinpoint the cause of the connection issue: "Check Server" and "Connect."
“Check Server” - this tests if your computer can connect to the specified Sumac server. If this fails, you should check your internet connection and the spelling of the specified server. (Note, you will have to choose Edit at the bottom right to make changes to the server name. Edits made in the Diagnose window only will not be saved.)
“Connect” - this tests if Sumac can connect using the required port - 3306. If this test fails, then you will need to unblock port 3306. Blocked ports can be tricky. It may be a block at the computer level or at the network level.
To determine whether your computer or the network is the culprit, try logging into Sumac on a second computer on the same network. If the second computer doesn't receive an error, then most likely the port has been blocked at the computer level.
in this case, firewalls and anti-virus software are common causes of computers blocking ports. To test whether your firewall or anti-virus are blocking the port, temporarily disable them and run the "Connection" test again. If temporarily turning off your firewall and/or anti-virus fixes the problem, follow the steps appropriate to your firewall and/or anti-virus to allow traffic on port 3306, and this should allow Sumac to connect and log in successfully. Once you enable traffic on port 3306, turn your firewall and/or anti-virus on again.
If you receive the same error on the second computer, then it is likely that your network is blocking the port.
When a port is blocked at the network level, the cause may be a rule or firewall on the network equipment itself, or in rare cases, the port may be blocked by your Internet Service Provider (ISP). In most cases, your IT person is required to troubleshoot this issue, but calling your ISP may be beneficial.
If both the "Check Server", and "Connect" tests pass, the most likely reason for the connection issue is that there is a typo in your server configuration.
To review your configuration, click the Edit button in the bottom right. This opens a new window that has a line for each database for which you have configured Sumac. Double-click the database line you’re currently troubleshooting. This opens another smaller window. Cross reference the details entered here with the connection information you have on file. Please remember that all the information here is case sensitive and needs to be exact.
Make the necessary correction, click "OK," and then click "Save" on the previous dialog window.
Close out of Sumac completely, then try to log in again. You should be able to log in successfully!
If you have any other questions or require further assistance, you are welcome to contact the Sumac team for help (support@sumac.com, or call 1-877-399-4645).
If you have any other questions or require further assistance, you are welcome to contact the Sumac team for help (support@sumac.com, or call 1-877-399-4645).
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