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This article explains the common database and server connection errors you may see when working with ExpertM and Silverfin. It explains what each error means and sets out practical steps to resolve the issue, or to decide when to contact support.
Table of contents
Database-related errors
Error:
The ExpertM server you are trying to use doesn’t seem to exist. Did you recently upgrade your database to a new version or migrate to a new server? Please contact Siverfin support.
Explanation:
This message indicates that the server cannot be reached.
Cause:
- Silverfin connects to ExpertM through a specific server-side component, known as a connector or Windows service, which must be installed and configured on your ExpertM server.
- This component is tied to the specific server setup (hostname or IP) and database instance name. Any change, such as a server migration, IP or hostname update, database upgrade, or instance rename, breaks the connection and results in the server doesn’t seem to exist message.
Solution:
Confirm with your IT partner whether any recent changes were made to your ExpertM setup, such as:
- A database upgrade (a new version of ExpertM)
- A server migration or rename
- An IP address or hostname change
- Windows server updates or restarts that might have affected services
If the database was recently upgraded or migrated, contact your Customer Success Manager or Silverfin support.
Error:
We can’t find the folder you specified in the sync reference, are you sure it is spelled correctly? If you recently moved your ExpertM database to a new server, you’ll need to contact Silverfin support.
Explanation:
This error indicates that Silverfin cannot locate the folder or path specified in the sync reference for the ExpertM integration. It usually occurs because of a typo in the path or reference name, because the folder no longer exists (it was deleted or renamed), or because of recent changes to your infrastructure, such as migrating the ExpertM database to a new server, relocating the Kluwerdata folder on the existing server, or updating server details such as the hostname, IP address or SQL instance name.
Cause:
- A typo in the sync reference
- The database folder has been moved or deleted
- A recent database server migration or update
Solution:
- Verify that the sync reference is correct.
- If the reference is correct but the error persists, confirm whether the database server has been migrated recently.
- If the server has been migrated, contact your Customer Success Manager or Silverfin support.
Other errors
Error:
We temporarily lost connection to your ExpertM server. If you are still experiencing problems, please contact Silverfin support.
Explanation:
This error indicates a temporary loss of connection to the database server.
Cause:
The ExpertM sync service or connector briefly stopped responding, for example because of high load, Windows service issues, or network, firewall or antivirus interference on the server side.
Solution:
- Wait five minutes and try again.
- If the error persists, contact Silverfin support.
Error:
The ExpertM database cannot be opened due to inaccessible files or insufficient memory or disk space. Please contact Silverfin Support.
Explanation:
This error indicates that the Silverfin connector or agent cannot access or open the underlying ExpertM database.
Cause:
- Insufficient disk space on the drive where the ExpertM database files are stored
- Inaccessible .mdf database files: the files are locked or corrupted after an abrupt shutdown, an antivirus scan or a permissions change; the drive is offline, disconnected or has permission issues; or the file paths changed after a server move or upgrade
Solution:
- Save and close the file in ExpertM, then try syncing again in Silverfin.
- Verify that the files are accessible. If the .mdf file for this reference is locked, report the issue to Kluwer so they can unlock the file.
- If the error persists, contact Silverfin support.