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Overview

This guide helps you diagnose and resolve common connection issues including authentication failures, network problems, and configuration errors.

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Authentication Failures

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Invalid Credentials

Symptoms: “Authentication Failed” or “Login failed” errors Causes:
  • Incorrect username or password
  • Expired credentials
  • Account locked or disabled
Resolution:
  1. Verify credentials by logging in directly to the data source
  2. Check for typos or case sensitivity
  3. Ensure account is active and not locked
  4. Update connection with correct credentials

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Permission Denied

Symptoms: “Insufficient permissions” or “Access denied” errors Causes:
  • Service Account lacks READ permissions
  • Database/schema not accessible
  • API key has insufficient scopes
Resolution:
  1. Grant SELECT permissions on required tables/schemas
  2. Verify database-level access
  3. For APIs, check API key scopes and permissions
  4. Test permissions by querying directly

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Connectivity Issues

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Cannot Reach Host

Symptoms: “Connection timeout” or “Host unreachable” errors Causes:
  • Incorrect host/IP address
  • Firewall blocking Entegrata’s IP addresses
  • Service is down
Resolution:
  1. Verify host name or IP address is correct
  2. Check firewall rules allow Entegrata’s IPs
  3. Ensure database/API service is running
  4. Test connectivity from another internet location

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SSL/TLS Errors

Symptoms: “SSL handshake failed” or “Certificate error” Causes:
  • Source requires SSL but connection doesn’t use it
  • Certificate issues
  • Protocol mismatch
Resolution:
  1. Enable SSL/TLS in connection settings if available
  2. Verify source system SSL configuration
  3. Contact Support for SSL troubleshooting

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Configuration Issues

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Database Not Found

Symptoms: “Database does not exist” errors Causes:
  • Database name misspelled
  • Database doesn’t exist on server
  • Service Account lacks access to database
Resolution:
  1. Verify exact database name (case-sensitive on some platforms)
  2. Confirm database exists using database management tools
  3. Check that Service Account has access permissions to the database

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Port Issues

Symptoms: “Connection refused” on specific port Causes:
  • Incorrect port number
  • Service not listening on that port
  • Firewall blocking port
Resolution:
  1. Verify correct port for your database type (SQL Server: 1433)
  2. Check service is running and listening on the port
  3. Ensure firewall allows the port

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Best Practices

Test Credentials First

Before creating/updating connection, verify credentials work directly

Check Firewall Rules

Ensure Entegrata’s IP addresses are allowlisted

Use Service Accounts

Dedicated service accounts with minimum permissions

Monitor Secret Expiration

Set expiration dates and rotate credentials proactively

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Getting Help

If issues persist after troubleshooting:
  1. Gather error messages and screenshots
  2. Note the connection ID and timestamp of failures
  3. Contact Support with this information
  4. Include details about your data source type and configuration

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Next Steps

Editing Connections

Update connection settings to resolve issues

Creating Connections

Start fresh with a new connection if needed