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

  • Updated on Sep 9, 2025
  • Published on Sep 24, 2021
  • 1 minute(s) read
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The Issue:

The Incidents pane is not available and seems to be offline.
Incidents pane showing Error Connecting to the database message

The Cause:

There is a connection issue between the On-Premises application server and the SQL server storing the ControlUp data base.

The 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 Regisrty Editor on the On-Premises server and check the SQLConnectionString. The string is encrypted. To decrypt it, contact support@controlup.com to receive the decryptor utility.
    SQLConnectionString in Registry Key