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This article explains common database and server connection errors that may occur when working with ExpertM and Silverfin. It helps you understand what each error means and outlines clear, practical steps to resolve the issue or decide when to contact support.
Table of contents
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 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/IP) and database instance name. Any change such as a server migration, IP/hostname update, database upgrade, or instance rename breaks the connection, resulting 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:Database upgrade (new version of Expert/M)
- Server migration/rename
- IP address or hostname change
- Windows server updates/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 Expert/M integration. This typically occurs due to a typo in the path or reference name, the folder no longer existing (deleted or renamed), or recent changes to the client’s infrastructure, such as migrating the Expert/M database to a new server, relocating the Kluwerdata folder on the existing server, or updating server details like 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/update
Solution:
- Verify 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 Expert/M sync service / connector briefly stopped responding (due to high load, Windows service issues, network or firewall/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:
The error indicates that the Silverfin connector/agent is unable to access or open the underlying Expert/M database itself.
Cause:
- Insufficient disk space on the drive where the Expert/M database files are stored
- Inaccessible .mdf database files (files are locked/corrupted due to abrupt shutdown, antivirus scan, permissions change, the drive is offline, disconnected, or has permission issues, file paths changed after a server move/upgrade)
Solution:
- Save and close the file in ExpertM and try syncing again in Silverfin.
- Verify file accessibility, if the .mdf file corresponding to this reference is locked please address the issue to Kluwer so they can unlock the file.
- If the error persists, contact Silverfin support.