Apex not opening - Database or Server not connected

Apex not opening - Database or Server not connected

Message received when trying to open Apex:
Database: [Apex_Database name] or Server: [Server name or IP Address,1433] Not connected

In order to find where the issue may lie, we need to determine if this is occurring only on the workstation or on the server as well.

Apex opens on Server not on workstation
If Apex is opening on the server but not on the workstation it may be due to one of the following:
  1. Workstation is not connected to the server over the network, check the network connection.
  2. The workstation cannot 'see' the HTI folder on the server, IT to check permissions.
  3. The Firewall is on, on the server and/or on the workstation which may may be blocking Apex from opening. IT can add exceptions to the firewall to allow Apex.exe
  4. Antivirus on the server or workstation may be preventing Apex from opening. IT can add exceptions to the antivirus to allow Apex to run.

Apex does not open on Server
If Apex is not opening on the server it may be one of the following:
  1. SQL Server Service has stopped running. Click on Start, go to Run, Type in Services.msc, look for SQL Server (SQLEXPRESS) right click on the service and click on start. If the service does not start up, please contact your Client Success Team.
  2. The IP or Server name has changed, please enquire with IT if this is the case and contact your Client Success Team to update the files with the updated Server name or IP address. IT needs to ensure the IP address is static.
  3. Firewall or Antivirus is preventing application from opening. IT needs to check the exceptions.
  4. A Virus has affected the files in the HTI folder, IT needs to check this and clean-up. Please check for any backups or try recover a backup of the database or the data folder so that Apex can be recovered. Please contact Client Success Team to assist in recovering Apex.


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