<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;" id="isPasted"><strong style="box-sizing: inherit; font-weight: bolder;"><span style="box-sizing: inherit; font-size: 10pt;">This section covers useful troubleshooting options for the DB Integrator</span></strong></p><p style="box-sizing: inherit; margin: 0px; line-height: 1.4285em;"><br></p><p id="isPasted"><strong>Have you ensured the credentials entered are correct and have been saved? This involves a few call outs:</strong></p><ol><li>Are the credentials populated within the DB integrator correct?</li><li>Have you saved the DB Integrator, closed it, then reopened again? If so are the credentials still populated?</li><li>Can you validate the connection for the DB Integrator?</li></ol><p><strong>If any of the above points are not true then it is likely there is another issue that we need to troubleshoot. Another useful test is to attempt to run the integrator.</strong></p><ol><li>We can attempt to do this manually via the processing tab of the DB Integrator application. Please head to the DB Integrator > Processing > select All or select a specific integration (ideally incoming mail) > Start. This should begin to process the integration/s and make changes within Halo.</li><li>Or we can do this via task scheduler (this assumes this has been setup). Please open the Task Scheduler application > Task Scheduler Library > Select the task responsible for running the DB Integrator > select Run. This should begin to process the integration/s and make changes within Halo.</li></ol><p><strong>Other troubleshooting Options:</strong></p><p><br></p><p><strong>DB Integrator Specific:</strong></p><p><br></p><ul><li id="isPasted">If the DB Integrator is throwing any errors referring to database tables or columns then please ensure that the DB integrator is on the same version as the DB and Webapp. You can check this here: </li></ul><p><strong style="box-sizing: inherit; font-weight: 700; color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;" id="isPasted"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFiMmU0MGEyLTdjN2MtNDQyMi04NmEzLTgwMzIwOGM5YmZlYSJ9.HLZbuDqUBu9FKdUAdbmZ5PjlWbxcZTaxe4rRPk7BuOs" width="624" height="624" style="box-sizing: inherit; border-style: none; cursor: pointer; padding: 0px 1px; user-select: none; max-width: calc(100% - 10px); min-width: 10px;" class="fr-fic fr-fil fr-dib"></strong></p><p><br></p><ul><li>Another potential issue may be that the the email module is not enabled on the Integrator. To resolve this please ensure all the new services are enabled within config > advanced:</li></ul><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjY0MjQ1NTQwLTJlMjUtNGM1NS04MmVjLWFkNWE0ZGQ0YzA2YSJ9.DCwCS7TQkhdLGDuv7I_r4LQQJdirpe1Pp5QEVJk_UvY" width="1045" height="604" class="fr-fic fr-dii"></p><p><strong><br></strong></p><ul><li>If this is enabled and the incoming mail integration has been selected to be processed from within the Integrations tab of the DB integrator, then you can run this SQL query to confirm:<ul><li>select mshalointegratorenabled from modulesetup where msid=5</li></ul></li><li>If this column is set to false then we need to run the following SQL query on their DB, from within SSMS:<ul><li style="margin-top: 0px; margin-right: 0px; margin-bottom: 0px;">update modulesetup set mshalointegratorenabled=1 where msid=5</li></ul></li><li>Then cache refresh from the agent app. We should now be able to manually process incoming mail using the DB integrator.</li></ul><p><br></p><p><strong>Task Scheduler Specific:</strong></p><p><br></p><ul><li id="isPasted">If there is an issue running the DB integrator through the task scheduler but it successfully runs when we manually process an integrations it might be worth checking which user account is being used for the scheduled task (sometimes can be an issue due to Windows permissions - which Halo are unable to advise on to help resolve):</li></ul><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRhMDIwOWFhLWQ2YzgtNDM5NC1hMjExLWMwNGU4OTNiZjUyNyJ9.CLZQX2vPK_gE1SIf1Ux1QIF8z4we_H0fGBqlwNNQY9Q" width="630" height="481" class="fr-fic fr-dii"></p><p><br></p><p>Connection Error: The type initializer for 'Microsoft.Data.SqlClient.TdsParser' threw an exception. - Inner Exception: The type initializer for 'Microsoft.Data.SqlClient.SNILoadHandle' threw an exception. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjYyYjYxZTc0LTY2ZWMtNGVmMC1hZTRlLWQ4MzQ5Njg5MGIyYSJ9.YQzqpbRaSPXC94YCc5bS-zdPPDeWW4IsNOetPM_TQwU" class="fr-fic fr-fil fr-dib" width="431" height="160"></p><p><br></p><p>I think this is due to an incomplete SSMS installation on the server, but it can be resolved by placing Microsoft.Data.SqlClient.SNI.dll in the Integrator directory.<br><br><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI4M2FjNDI3LWQ2MzEtNDUzNy1iMjJhLWFhZTE2NTg0NGU0YSJ9.3U_jRJO-q7bZ5gzxQ8-CBnKQ4FwYN_xhmmuOYtfxyws" class="fr-fic fr-fil fr-dib" width="895" height="190"></p><p><br></p><p>You can get the file from <a target="_blank" rel="noopener noreferrer noopener noreferrer" data-fr-linked="true" href="https://www.nuget.org/packages/microsoft.data.sqlclient.sni/" data-pasted="true">https://www.nuget.org/packages/microsoft.data.sqlclient.sni/</a> or other sources online. In this case, rename the .nupkg file to .zip, then extract the Microsoft.Data.SqlClient.SNI.x64.dll file from \build\net462, place it in the Integrator folder, and rename it to match the above (remove the .x64).</p>
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