Database error messages and/or a blank users list.
If WinTOTAL has trouble accessing your databases, this can result in a blank users list when you try to log in. This document walks you through how to restore the user list.
Document 5125 | Last updated: 05/20/2014 MJY
Database connection errors are sometimes characterized by a blank user list when you attempt to open WinTOTAL:
This error is confirmed if you also receive the following error message after you attempt to add a user:
This message can occur when WinTOTAL is unable to connect to its database. While your data is left completely intact, WinTOTAL can't retrieve it.
Before continuing, verify that you're unable to create a new user. If you're able to create a new user, the databases are working as they should. If you recently moved WinTOTAL to a new computer, the databases may not have been moved correctly. Click here to open the Backing Up and Moving support document for further instructions.
When diagnosing a problem on a network, you should check the installation of WinTOTAL on the server to see if it is working. If it works properly, this tells you any problems you're having are network related. The steps listed below address one of the primary issues we see when Windows Firewall blocks connections from workstations to the server. For complete step-by-step instructions on configuring Windows Firewall, or for instructions on configuring security software other than Windows Firewall, click here.
If you have a blank user list on your server or are using a standalone installation of WinTOTAL, please go to the Secondary steps section.
In some cases, we've found the name of the computer has been changed where WinTOTAL is installed, but WinTOTAL has not updated to recognize the changes. Since WinTOTAL uses the computer name to connect to the database, updating the name in WinTOTAL's configuration file can correct the issue. This can occur on standalone and server installations.
[ComputerName] is the name of the computer where WinTOTAL is installed.
If the computer name is correct in the configuration file and a firewall is not blocking the connection, the database may be offline. Running WinTOTAL's database verification scripts can reconnect the database.
On the computer where WinTOTAL is installed:
Now, start WinTOTAL and see if everything works as expected. If WinTOTAL still experiences a blank user list, or if the database verification fails, please contact Technical Support.