Troubleshooting
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      Unable to connect to customer database

      Created by: Gunnar Tómas Gunnarsson

      In this article, you will learn how to troubleshoot the "Unable to connect to customer database" error in exMon DM. This issue usually happens when the user is either working from a different place than usual; normally from home.

      Troubleshooting

      To find out what is causing this issue, you should first start by opening PowerShell on your machine. When you have done that, you should try to execute the following command:

      Test-NetConnection -ComputerName extables-service.azurewebsites.net -Port 443

      If your database is hosted on the exMon servers try this command:

      Test-NetConnection -ComputerName mp77op1ebc.database.windows.net -Port 1433

      If your server is not hosted on exMon servers you should replace mp77op1ebc.database.windows.net with your company's database path. For example:

      Test-NetConnection -ComputerName xxxxxxx.database.windows.net -Port 1433

      Contact your company's IT person if the result message for both of these commands is not similar to this:


       

      If the results are similar to this then the issue is not because of your firewall and we should try to uninstall exMonDM and install it again.

      Next steps


      1. Open Add or remove programs in the start menu of your machine.

      2. Search for exMon Data Management and uninstall it.

      3. Then download exMonDM. You can find the correct version under the exMon Data Management web.

        If that does not work, you can find links to download exMonDM releases under Download exMon Data Management.

      4. Lastly, run the installer and see if exMonDM will now open up.

      Note: If you require further assistance, please create a support ticket

      Gunnar is the author of this solution article.