There could be one or more possible causes for this issue:
Note: The Event Viewer can be viewed as it may have logs showing a warning or error for the service which could help troubleshoot the issue. To only view the logs for Access Connect, the filter option can be used.
The 'Access Connect Service' is not running on the server (in Services), or may not be running correctly as a domain administrator with full admin rights.
The server name or 'sa' credentials used for the database connections in the Access Connect Configuration Tool may be incorrect.
The Workspace Relay Keys may be incorrect in the Connect Tool.
The Dimensions databases which are listed in the Connect Tool may require to be synced to aCloud/Workspace.
Access Connect may not have been correctly installed due to the installer not being Run as Admin at the time of setup.
The SQL Objects have not been installed/added to the database during the install of the connect service.
Solution 1:
On the server where Access Connect is setup, launch Services.
Ensure that the Access Connect Service Status is Running, Startup type is set to Automatic and Log On As is set with a domain admin account.
If the service is not running, select the service and click Start.
To change the startup type, right-click the service and select Properties.
On the General tab, change the startup type and click Apply.
To change the account logged on as to run the service, Stop the service.
Right-click the service and select Properties.
On the Log On tab, select This account.
Enter the domain admin credentials.
Note: Browse will allow you to search the Entire Directory to confirm the account name.Click Apply. Confirm the prompt which follows if given.
On the General tab, and Start the service again.
Click OK.
The Dimensions Data Source in Digital Tax can now be tested to confirm if the database connection is now given.
Select the Data Source and click Save.
If the issue remains, review the Event Viewer and continue below.
Solution 2:
On the server where Access Connect is setup, launch Connect Configuration Tool.
Click Databases.
Select a database connection and click Edit.
It is recommended that the Dimensions database 'sa' account credentials are used. Re-enter to ensure that these are correct. This can be done by attempting to log into dimensions with this account.
Click Save.
Repeat steps 3 to 6 until all the database connections have been amended.
Once amended, exit the connect tool.
Launch Services and Stop the Connect Service. Once stopped, Start the service again.
Note: Do not use the Restart option.The Dimensions Data Source in Digital Tax can now be tested to confirm if the database connection is now given.
Select the Data Source and click Save.
If the issue remains, review the Event Viewer and continue below.
Solution 3:
On the server where Access Connect is setup, launch Connect Configuration Tool.
Click Relay Settings.
Refer to the email received from Access On-boarding to ensure the Public and Private keys are correct.
Note: If you are unable to find the email, or if the Relay Keys are different, please raise a new case online and reference the title of this article so we can confirm them.If any changes were made, click Save Settings.
Exit the connect tool.
Launch Services and Stop the Connect Service. Once stopped, Start the service again.
Note: Do not use the Restart option.The Dimensions Data Source in Digital Tax can now be tested to confirm if the database connection is now given.
Select the Data Source and click Save.
If the issue remains, review the Event Viewer and continue below.
Solution 4:
Log into the Dimensions database as the user that will be using Digital Tax
On the System tab, click Data Utilities.
Select the option Synchronise aCloud apps.
Note: If this option is not seen, the Security Profile assigned to the user will need to be amended to enable the sync option. The Data Utilities are under the General section of System Control. From here, the right-hand side menu will display the options which can then be Edited and Saved.Sign into aCloud/Workspace when the prompt appears on screen or when it opens in the web browser.
If further assistance is required on this, please raise a new case online and reference the title of this article.
The Dimensions Data Source in Digital Tax can now be tested to confirm if the database connection is now given.
Select the Data Source and click Save.
If the issue remains, review the Event Viewer and continue below.
Solution 5:
Note: The latest Access Connect Installer can be found on the Access Connect Installer page.
In the Installation files, in the bin folder, right-click the application/execution file named AccessDigitalTax.Connect.Installer.Dimensions and select Run as administrator and follow through the prompt given.
The installer will then provide a Command Prompt window.
For the first question, asking about the Dimensions Databases being Workspace enabled, enter Y.
For the second question, asking about wanting another instance, enter N.
The installer will open the Connect Configuration Tool, close this.
The installer should then complete successfully without any errors.
Once the text 'Press any key to exit' is shown, press any key.
Check the Services to ensure that the Connect Service is running and logged on as a domain admin.
The Dimensions Data Source in Digital Tax can now be tested to confirm if the database connection is now given.
Select the Data Source and click Save.
Solution 6:
Note: Whatever account is being used to do this step must have access to the SQL database, if not an error will appear when it runs through the SQL bits.
1. Get the install files for the access connect service and add them to the server where the connect service is installed. (\\LBHFNP1\01-Supprt\BackedUp\ADT)
2. Open the files and run the file named - AccessDigitalTax.Connect.Installer.Dimensions
3. It will detect that there is another connect service installed so when it asks if you would like to install a new instance of the connect service enter N and press enter.
4. After following step 3 it will run through and install the SQL tables/views, if an error appears after this part it has not worked.