Unable to connect to customer database

In this article, you will learn how to troubleshoot the "Unable to connect to customer database" error in TimeXtender Master Data Management. This issue usually happens when the user is either working from a different place than usual; normally from home.

Troubleshooting

To find out what is causing this issue, you should first start by opening PowerShell on your machine. When you have done that, you should try to execute the following command:

Test-NetConnection -ComputerName extables-service.azurewebsites.net -Port 443

If your database is hosted on the TimeXtender’s servers try this command:

Test-NetConnection -ComputerName mp77op1ebc.database.windows.net -Port 1433

If your server is not hosted on TimeXtender’s servers you should replace mp77op1ebc.database.windows.net with your company's database path. For example:

Test-NetConnection -ComputerName xxxxxxx.database.windows.net -Port 1433

Contact your company's IT person if the result message for both of these commands is not similar to this:

If the results are similar to this then the issue is not because of your firewall and we should try to uninstall TimeXtender Master Data Management and install it again.

Next steps

1. Open Add or remove programs in the start menu of your machine.

   

2. Search for TimeXtender Master Data Management and uninstall it.

3. Then download TimeXtender Master Data Management. You can find the correct version under the TimeXtender Master Data Management web.

   

4. Lastly, run the installer and see if TimeXtender Master Data Management will now open up.