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Authentication Error - SafeGuard 7

BruceEvans

I am trying to install SafeGuard 7 on a new machine.  After the client is installed and msi is processed the user is getting an error "cannot connect to server".  I have confirmed the user was added to the SQL db, the are assigned a Helpdesk Office role, p12 file was built, and that the user can connect to the server where the management console is installed.  What else should I look at?



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  • FormerMember
    0 FormerMember
    Hello Bruce,

    Thanks for getting in touch with this. Please can you try the following:

    Check IIS > Application Pool > SGNSRV-Pool. If that has stopped please start the service.
    Under that same SGNSRV-Pool can you check the Identity, just make sure the user is a domain admin (typically it'll be called SGNSQL).
    Can you now go into SQL Server Management Studio and check the permissions for the user that's been set in the Identity of SGNSRV-Pool
    Please make sure they have permissions to access the SafeGuard database with db_datareader and db_datawriter permissions. Make sure the above account is a member of the IIS_WPG Windows security group

    If all the above still doesn't resolve the issue please follow through the guide below, this should help resolve the issue if it's not one of the culprits above:

    Article ID: 109662
    Title: Analyzing client-server communication issues in SafeGuard Enterprise
    URL: https://sophos.com/kb/109662

    Any problems just let me know.
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