Unable to open SMP Console. A network-related or instance-specific error occurred while establishing a connection to SQL Server.

Products

• IT Management Suite

Issue/Introduction

While attempting to open the SMP Console, the browser keeps spinning and nothing loads.

Looking at the NS logs, the following log entries are visible:

[5/5] SQL connection failed, current user=EXAMPLE\smpservice, total time=00:02:31.5853649

A network-related or instance-specific error occurred while establishing a connection to SQL Server. The server was not found or was not accessible. Verify that the instance name is correct and that SQL Server is configured to allow remote connections. (provider: TCP Provider, error: 0 - The wait operation timed out.)
   [SqlException @ System.Data.dll]
   at System.Data.ProviderBase.DbConnectionPool.TryGetConnection(DbConnection, uint, bool, bool, DbConnectionOptions, out DbConnectionInternal)
   at System.Data.ProviderBase.DbConnectionPool.TryGetConnection(DbConnection, TaskCompletionSource<DbConnectionInternal>, DbConnectionOptions, out DbConnectionInternal)
   at System.Data.ProviderBase.DbConnectionFactory.TryGetConnection(DbConnection, TaskCompletionSource<DbConnectionInternal>, DbConnectionOptions, DbConnectionInternal, out DbConnectionInternal)
   at System.Data.ProviderBase.DbConnectionInternal.TryOpenConnectionInternal(DbConnection, DbConnectionFactory, TaskCompletionSource<DbConnectionInternal>, DbConnectionOptions)
   at System.Data.SqlClient.SqlConnection.TryOpenInner(TaskCompletionSource<DbConnectionInternal>)
   at System.Data.SqlClient.SqlConnection.TryOpen(TaskCompletionSource<DbConnectionInternal>)
   at System.Data.SqlClient.SqlConnection.Open()
   at Altiris.NS.Utilities.DbUtils.TryCreateConnection(string, int, int, int, string, string, SqlCredential)

SQL Exception details: code=258, class=20, hr=0x80131904

The wait operation timed out
   [Win32Exception]

Exception logged from:
   at Altiris.Diagnostics.Logging.EventLog.ReportException(int, string, string, Exception, string)
   at Altiris.NS.Utilities.DbUtils.TryCreateConnection(string, int, int, int, string, string, SqlCredential)
   at Altiris.NS.Utilities.DbUtils.CreateConnection(string, string, SqlCredential, bool)
   at Altiris.NS.ContextManagement.AdminDatabaseContext.OpenDbConnection()
   at Altiris.Database.DatabaseContext<>.Initialize(bool, IsolationLevel)
   at Altiris.Database.DatabaseContext<>.CreateFirstContext(ContextTransactionMode, Nullable<IsolationLevel>, DatabaseContextStack<T>, bool)
   at Altiris.Database.DatabaseContext<>.GetContextImpl(ContextTransactionMode, Nullable<IsolationLevel>, bool)
   at Altiris.Database.DatabaseContext<>.GetContext(ContextTransactionMode, Nullable<IsolationLevel>, bool)
   at Altiris.NS.DataAccessLayer.Implementation.Altiris_NS_Settings_DataAccessLayerSettingsDataAccessLayer.spLoadServerSetting(string)
   at Altiris.NS.Settings.ServerSettingGuids.TryLoadCacheValue(string, out ServerSettingEntry)
   at Altiris.NS.Settings.ServerSettingGuids.LoadValue(string, Guid, bool)
   at Altiris.NS.Security.SecurityContextManager.SetContextData(IIdentity, bool, bool, string[], string[])
   at Altiris.NS.Threading.NsQueueThreadRunner<>.HandleStart(bool, bool)
   at Altiris.NS.PerfCounters.PerfMonCounters+PerfMonRunner.HandleStart()
   at Altiris.Diagnostics.Threading.DiagnosticsThreadRunner.EnterThreadStart()
   at Altiris.Diagnostics.Threading.DiagnosticsThreadRunner.RunnerThreadProc()
   at System.Threading.ThreadHelper.ThreadStart()

-----------------------------------------------------------------------------------------------------
Date: 4/17/2025 4:25:25 PM, Tick Count: 20402453 (05:40:02.4530000), Size: 3.45 KB
Process: AltirisSupportService (3452), Thread ID: 5, Module: System.Data.dll
Priority: 1, Source: DbUtils.CreateConnection

Environment

ITMS 8.x

Cause

SQL Server isn't running

Resolution

Make sure the following Service is running on your SQL Server:

• SQL Server  ("...\Program Files\Microsoft SQL Server\MSSQL15.ITMS\MSSQL\Binn\sqlservr.exe")

Note:
If you are using a SQL instance for hosting the Symantec_CMDB database, check that "SQL Server (Instancename)" service is also running.