The Incidents Pane Is Currently Offline (On-Premises Mode)

  • Updated on Apr 19, 2026
  • Published on Sep 24, 2021
  • 1 minute(s) read
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Issue:

The Incidents pane isn’t available and seems to be offline.
Incidents pane showing Error Connecting to the database message

Cause:

A connection issue between the On-Premises application server and the SQL server storing the ControlUp database.

Solution:

  1. Check if the ControlUp Incidents service is up and running
     ControlUp Incidents Service shown as running

  2. Test the connection between the On-Premises server and the SQL server, using the ODBC utility.

  3. Open the Registry Editor on the On-Premises server and check the encrypted value SQLConnectionString. To decrypt it, contact support@controlup.com.
     SQLConnectionString in Registry Key