Symptom
When SAP Business One client loses connection to the database server, the following system message appears on the client screen: 'Database disconnected; choose the "OK" button to exit the database'.
Note: Sometimes a user may receive the system error '(-1101) Critical cache refresh failure', which is also a disconnection issue from the database server.
Solution
The reasons for the loss of connection can be varied and are considered outside the scope of SAP Business One product support. However, we are providing some general tips for troubleshooting based on the most common causes of the disconnection error.
- Issues arising in the network infrastructure, particularly the connection between client and database server
- Issues and errors concerning the Windows OS
- Errors from the database server platform itself
Why it occurs: The points listed below can help to troubleshoot the database disconnection issue.
- Verify the integrity of the database. Run the following SQL query to check if there are any physical or logical errors.
"DBCC CHECKDB WITH NO_INFOMSGS, ALL_ERRORMSGS, TABLERESULTS"
- Physical damage to the network cable; verify the cable is intact and there is no defect found on it.
- Check that your environment complies with the network bandwidth requirements for SAP Business One. Please refer to the Hardware Requirements Guide for more details.
- Verify that you can ping the database server from the client workstation.
- Check the license server and the database server. If the servers are referenced by name, try using the IP address instead.
- Check that the (system landscape directory) SLD is working as expected. In case of any issues try reinstalling the service.
- If there is a firewall enabled on the license server, make sure that it allows connections to the ports used by SAP Business One and MS SQL Server – default range 30000-30010, 40000, 1433. For more details please refer to SAP Note 2352940.
- Check for any custom code on the Transaction Notification stored procedure as this may impact the issue.
- Check for any errors in the Windows Event Log after the reported error in the SAP Business One client.
- Check for any errors in the database server which may impact the disconnection error.
SQL Server Platform:
Check the SQL Server Error Log:
- In Management → Error Logs, double-click the current log and select the option sql server.
- Click the Export button and save the file.
- Alternatively, follow this path to collect the SQL server log: C:\Program Files\Microsoft SQL Server\MSSQLXX.MSSQLSERVER\MSSQL\Log\ERRORLOG (number of this log file can vary).
SAP HANA Platform:
If a database disconnected error occurs with SAP Business One, version for SAP HANA, please log a support incident using the component SBO-BC-DB-HANA.
