---
title: "Master Service is disconnected"
slug: "master-service-is-disconnected"
updated: 2025-09-10T09:24:43Z
published: 2025-09-10T09:24:43Z
canonical: "support.controlup.com/master-service-is-disconnected"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://support.controlup.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Master Service is disconnected

### Issue

During the installation of the ControlUp Monitor you receive the error: "Master Service is disconnected" ![Master Service is disconnected error message](https://cdn.document360.io/098100b7-b9da-4bea-b4b9-017140ab863e/Images/Documentation/en-usarticleattachments205655049222.png)

The installation of the ControlUp Monitor is finished but the error can be viewed in the status tab. ![Monitor settings pane status tab with Master Service is disconnected error message](https://cdn.document360.io/098100b7-b9da-4bea-b4b9-017140ab863e/Images/Documentation/en-usarticleattachments205655069111.png)

### Cause

There is a connection issue to the SQL server and\or the ControlUp database.

### Solution

First, make sure that you followed the [installation guide](https://support.controlup.com/docs/controlup-on-premises-real-time-console-installation) and installed or updated the ControlUp database correctly.

Second, we recommend to test the connection between the On-Premises server and the SQL server, using the ODBC utility (Windows Control panel -> administrative tools).

The next step is to check the SQL connection details either via the on-premises installer or in the registry of the On-premises server.

To check the connection details you can either run the on-premises application wizard in upgrade\repair mode, and then go over the connection details, or open the Registry Editor on the On-Premises server and check the SQLConnectionString. The string is encrypted and to decrypt it, contact support@controlup.com to receive the decryptor utility. ![SQLConnectionString Registry Key](https://cdn.document360.io/098100b7-b9da-4bea-b4b9-017140ab863e/Images/Documentation/en-usarticleattachments205655209OfflineErrorOnPremRegistryKey.png)