This error can have several causes. Check the Event Viewer on the server for warnings or errors from the Access Connect service — use the filter option to view only Access Connect logs.
📌 **Note:** Event Viewer may contain logs with warnings or errors for the service that can help troubleshoot the issue. Use the filter option to view only Access Connect logs.
The Access Connect Service is not running, or is not running as a domain administrator with full admin rights.
The server name or 'sa' credentials in the Access Connect Configuration Tool are incorrect.
The Workspace Relay Keys in the Connect Tool are incorrect.
The Dimensions databases listed in the Connect Tool need to be synced to Access Workspace.
Access Connect was not installed as administrator.
The SQL objects were not installed or added to the database during the Connect Service installation.
Solution 1 — Check and start the Access Connect Service
On the server where Access Connect is set up, open Services.
Confirm the Access Connect Service Status is Running, Startup type is Automatic, and Log On As is set to a domain administrator account.
If the service is not running, click the service and click Start.
To change the startup type, right-click the service and click Properties.
On the General tab, change the startup type and click Apply.
To change the Log On As account, first stop the service.
Right-click the service and click Properties.
On the Log On tab, click This account.
Enter the domain administrator credentials. Use Browse to search the directory and confirm the account name.
Click Apply. Confirm the prompt that follows.
On the General tab, start the service again.
Click OK.
Test the Dimensions Data Source in Digital Tax to confirm the database connection is working.
Click the Data Source and click Save.
If the issue persists, check the Event Viewer and continue to Solution 2.
Solution 2 — Check database credentials in the Connect Tool
On the server where Access Connect is set up, open the Connect Configuration Tool.
Click Databases.
Click a database connection, then click Edit.
Use the Dimensions database 'sa' account credentials. Re-enter them to confirm they are correct — you can verify by logging in to Dimensions with this account.
Click Save.
Repeat steps 3 to 5 for all database connections.
Exit the Connect Tool.
Open Services, stop the Connect Service, then start it again. Do not use Restart.
Test the Dimensions Data Source in Digital Tax.
Click the Data Source and click Save.
If the issue persists, continue to Solution 3.
Solution 3 — Check Relay Keys
Open the Connect Configuration Tool.
Click Relay Settings.
Check the Public and Private keys against the email received from Access Onboarding. If you cannot find the email or the keys differ, contact support. See Get support in Access Digital Tax.
If any changes were made, click Save Settings.
Exit the Connect Tool.
Open Services, stop the Connect Service, then start it again. Do not use Restart.
Test the Dimensions Data Source in Digital Tax.
Click the Data Source and click Save.
If the issue persists, continue to Solution 4.
Solution 4 — Sync Dimensions databases to Access Workspace
Log in to the Dimensions database as the user who will use Digital Tax.
On the System tab, click Data Utilities.
Click Synchronise aCloud apps.
📌 Note: If this option is not visible, amend the user's Security Profile to enable it. Data Utilities are under the General section of System Control. Edit the relevant option and save.
Sign in to Access Workspace when prompted.
If further help is needed, contact support. See Get support in Access Digital Tax.
Test the Dimensions Data Source in Digital Tax.
Click the Data Source and click Save.
If the issue persists, continue to Solution 5.
Solution 5 — Reinstall Access Connect as administrator
In the installation files, open the bin folder. Right-click AccessDigitalTax.Connect.Installer.Dimensions and click Run as administrator.
A Command Prompt window opens.
When asked whether the Dimensions databases are Workspace enabled, enter Y.
When asked whether you want another instance, enter N.
The installer opens the Connect Configuration Tool. Close it.
The installer should complete without errors.
When 'Press any key to exit' appears, press any key.
Open Services and confirm the Connect Service is running and logged on as a domain administrator.
Test the Dimensions Data Source in Digital Tax.
Click the Data Source and click Save.
Solution 6 — Install SQL objects
📌 Note: The account used for this step must have access to the SQL database. If it does not, an error will appear when the SQL objects are installed.
Place the Access Connect installation files on the server where the service is installed. Run AccessDigitalTax.Connect.Installer.Dimensions. When asked whether to install a new instance, enter N. The installer runs and installs the SQL tables and views. If an error appears, the installation has not completed successfully.