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

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The Issue:

The Incidents pane is not available and seem to be offline.
ErrorConnetingtoDB

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
    en-usarticleattachments205350405ControlUpIncidentsService.png
  2. Test the connection between the On-Premises server and the SQL server, using the ODBC utility.
  3. Open the regedit.exe on the On-Premises server and check the SQLConnectionString. The string is encrypted and in order to decrypt it, please contact support@controlup.com in order to receive the decryptor utility.en-usarticleattachments205349985OfflineErrorOnPremRegistryKey.png

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