Error Message

Event Log entry:

Log Name: Veritas Enterprise Vault
Source: Accelerator Manager
Event ID: 594
Level: Error
Description:
APP ATM - Unable to connect to SQL Server. The Accelerator Manager service has stopped. Connection string = 'Data Source=, Initial Catalog=;Integrated Security=True;Max Pool Size=200;Connect Timeout=100;Load Balance Timeout=60'. To fix this issue, open the Accelerator Manager website and correct the SQL Server details.
V-437-594

DTrace log entries:

[1234]    (AcceleratorManager)    <1234>    EV-L    {EVSqlBase.ShouldRetry} Error 'Cannot open database "" requested by the login. The login failed.|Login failed for user 'Domain\VaultServiceAccount'.' for 'EVSqlConnection: DB: Data Source=,1433;Initial Catalog=;Integrated Security=True;Max Pool Size=200;Connect Timeout=100;Load Balance Timeout=60;' will not be retried as retry is disabled.

[1234]    (AcceleratorManager)    <1234>    EV-H    {EVSqlBase.LogFailureAndThrow} Failed to execute 'EVSqlConnection: DB: Data Source=,1433;Initial Catalog=;Integrated Security=True;Max Pool Size=200;Connect Timeout=100;Load Balance Timeout=60;' - This command was not retried - Error Error Code: 4060 / 80131904 - Severity 11 - Cannot open database "" requested by the login.

Here are some potential causes:

1. Visually reviewing the databases in SQL Server Management Studio shows the label Recovery Pending next to the Configuration database name.  By the Configuration database being in a Recovery Pending state, the SQL Server recognizes the database needs to be recovered but cannot because something is preventing it from opening the database and locking the files. The most common cause of a Recovery Pending state is a lack of available free space on the drive(s) containing the database file(s). Other causes can include the database not being shut down properly where at least one uncommitted transaction was active during the improper shutdown resulting in the deletion of the active transaction log file, and/or the database files were moved to a new location and corruption of these files occurred.
   Here is an example of a DA Configuration database listing the Recovery Pending status from a test lab:
   
   
    
2. The CA / DA databases are hosted in a SQL Server Always-On Availability Group (AOAG) but the CA / DA configuration files refer to one of the AOAG replicas instead of the AOAG listener.

For a CA / DA database showing in the Recovery Pending status, use one of the following options to confirm the database status:

Option 1 - SQL Server Management Studio

1. Open the SQL Server Management Studio with an account having rights to view the databases.
2. Connect to the SQL server and instance housing the Configuration database.
3. Expand the Databases branch in Object Explorer.
4. Find the Configuration database name. It should show the label (Recovery Pending) next to the name.

Option 2 - T-SQL

1. Open the SQL Server Management Studio with an account having rights to view the databases.
2. Connect to the SQL server and instance housing the Configuration database.
3. Open a new query window.
4. Execute the following query:

USE Master;
GO
SELECT
name, state_desc
FROM sys.databases
ORDER BY name;
GO

- Note the entry under the state_desc column for the Configuration database.

To resolve this issue, please contact the onsite SQL team for a review of the SQL server and to implement the remediation steps to bring the Configuration database back online.

Note - Any operations to repair databases not in a normal state carry the risk of data loss. It is highly recommended such operations only be carried out by persons trained and experienced in their use and only after backing up the existing databases and/or database files. If at all unsure of the steps, it is highly recommended to contact Microsoft for assistance.

For the issue where the CA / DA databases are hosted on a SQL AOAG and the CA / DA configuration uses a replica of the AOAG:

- Option 1 - Correct the SQL Server information when attempting to access the EVBAAdmin site.

1. Log on to the CA / DA server as the vault service account (VSA).
2. On the error page that is displayed when attempting to access the EVBAAdmin site, change the SQL Server information from using the SQL Server name\instance,port to the SQL AOAG listener name,port information, then save the change and start (or restart) the Enterprise Vault Accelerator Manager Service. Note the port information, added to the listener name separated by a comma with no spaces, is optional and is only specified if SQL has been configured to use a non-default port number. The default port number is1433. Please verify with the onsite SQL team if a non-default SQL port number has been configured.
3. When the EVBAAdmin page opens, review the properties of each Customer instance to update the SQL Server information to be the SQL AOAG listener name and/or port information.

- Option 2 - Correct the configuration files.

1. Stop the Enterprise Vault Accelerator Manager Service (EVAMS).
2. Open the AcceleratorManager.exe.config file in Notepad.  This file is located in the CA or DA installation folder (the default location is C:\Program Files (x86)\Enterprise Vault Business Accelerator).
3. Locate the line containing the SQL Server and CA or DA Configuration database name.  For example, from a lab installation instance: 
4. Correct the value assigned to the server= portion of the line to change the SQL Server name\instance,port to that of the SQL AOAG listener. For example, from a lab instance: 
5. Save and close the file.
6. Repeat these steps for each of the following files if they contain the reference to the SQL AOAG replica:
   1. AcceleratorManagerConsole.exe.config
   2. AcceleratorService.exe.config
   3. AcceleratorService64.exe.config (Only present in CA.)
   4. ADSynchroniser.exe.config
   5. AnalyticsConversationAnalyserTask.exe.config
   6. AnalyticsIngesterTask.exe.config
   7. AnalyticsServerApp.exe.config
   8. ImportExport.exe.config
7. Start the EVAMS.
8. Access the EVBAAdmin site.
9. Update the SQL Server information on each of the CA / DA customers listed in the EVBAAdmin site to ensure they all refer to the SQL AOAG listener name and port if the port is other than the SQL default.