Error "Unable to connect with the information provided. Please connect and try again." occurs when trying to configure the IT Analytics Symantec Endpoint Protection or ServiceDesk connection
Last Updated February 23, 2012
When trying to configure the IT Analytics Symantec Endpoint Protection (SEP) or ServiceDesk connection, the error "Unable to connect with the information provided. Please connect and try again." occurs.
Unable to connect with the information provided. Please connect and try again.
An invalid SQL username or password was used or a connection to the wrong database was attempted.
Use a valid SQL username and password to the correct database to enable the IT Analytics Symantec Endpoint Protection (SEP) or ServiceDesk connection to work.
The following are requirements for how to enable the IT Analytics connection to work for Symantec Endpoint Protection or Symantec ServiceDesk (Settings > All Settings > Notification Server > IT Analytics > Connections).
SEP/ServiceDesk Database Server Name: The name of the Microsoft SQL Server that manages the SEP (SEM5) or Ensemble/Process Manager database. Verify that this is the correct SQL Server to use. Do not specify a backup or replication server name if possible. Note: If the server cannot be found, try using the FQDN or IP address of the database server instead of its hostname.
SEP/ServiceDesk Database Name: This is the name of the Microsoft SQL Server database to use. If an instance is used, this is then specified as <database_name>\<instance_name>. For example, if the instance name is "Endpoint", then adapting Figure 1's example, this then becomes "sem5\Endpoint". Note: This must be a Microsoft SQL Server. If SEP is used, the SQL Anywhere database cannot be used. Information on this can be found here:
SEP/ServiceDesk Database Username: The SQL username to be used. The username must be a SQL username not Windows. This must have Public and SysAdmin rights in SQL. SQL must also be set to use SQL and Authentication Mode. Out of the box, the SQL SA (service account) can be used and for SEP only, SEM5 (admin account). If neither are available for use, a new user will need to be created in SQL with the these guidelines for use with IT Analytics configuration. Note: To further troubleshoot username/password issues, review the SQL Server logs found in SQL Server Management Studio.
SEP/ServiceDesk Database Password/Confirmation: The correct password for the SQL username used. If this still fails, ensure that the username and password can be used to log into the SQL Server Management Studio where the database is and the username guidelines are correct as as noted above.
Figure 1: How an example IT Analytics configuration page will look when connecting to a SEP database
Figure 2: How to find the SEP server and database names