---
title: "The Incidents Pane Is Currently Offline (On-Premises Mode)"
slug: "the-incidents-pane-is-currently-offline-on-premises-mode"
updated: 2026-04-19T07:13:36Z
published: 2026-04-19T07:13:36Z
canonical: "support.controlup.com/the-incidents-pane-is-currently-offline-on-premises-mode"
---

> ## 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.

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

### Issue:

The Incidents pane isn’t available and seems to be offline. ![Incidents pane showing Error Connecting to the database message](https://cdn.document360.io/098100b7-b9da-4bea-b4b9-017140ab863e/Images/Documentation/ErrorConnetingtoDB.png)

### 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](https://cdn.document360.io/098100b7-b9da-4bea-b4b9-017140ab863e/Images/Documentation/en-usarticleattachments205350405ControlUpIncidentsService.png)
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](https://cdn.document360.io/098100b7-b9da-4bea-b4b9-017140ab863e/Images/Documentation/en-usarticleattachments205349985OfflineErrorOnPremRegistryKey.png)