> ## Documentation Index
> Fetch the complete documentation index at: https://support.entegrata.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Resolve connection authentication, connectivity, and configuration issues

## Overview

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

## Authentication Failures

### 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

### 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

## Connectivity Issues

### 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

### 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

## Configuration Issues

### 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

### 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

## Best Practices

<CardGroup cols={2}>
  <Card title="Test Credentials First" icon="flask">
    Before creating/updating connection, verify credentials work directly
  </Card>

  <Card title="Check Firewall Rules" icon="shield">
    Ensure Entegrata's IP addresses are allowlisted
  </Card>

  <Card title="Use Service Accounts" icon="user-shield">
    Dedicated service accounts with minimum permissions
  </Card>

  <Card title="Monitor Secret Expiration" icon="calendar">
    Set expiration dates and rotate credentials proactively
  </Card>
</CardGroup>

## 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

## Next Steps

<CardGroup cols={2}>
  <Card title="Editing Connections" icon="pen" href="/data/collector/connections/editing-connections">
    Update connection settings to resolve issues
  </Card>

  <Card title="Creating Connections" icon="plus" href="/data/collector/connections/creating-connections">
    Start fresh with a new connection if needed
  </Card>
</CardGroup>