Skip to content
English
Contact us Sign in
Go to www.dentimax.com
  • There are no suggestions because the search field is empty.

Database Connection Error (On-Prem)

Troubleshooting the "A connection to the database server at [IP] cannot be established." error on servers and workstations.

Author: Cooper Small 

Applies To Severity Est. Time Audience
DentiMax Server / Workstation Critical 5-15 minutes All

 

Overview

When DentiMax Practice Management cannot reach the DMSRVR (DentiMax Database Server) service, the following error will appear on screen:

DBISAM Engine Error # 11280 — A connection to the database server at [IP ADDRESS] cannot be established

database_connection_error

The IP address shown in the error will be the server's IP, or a loopback address such as 127.0.0.1 when connecting on the server machine itself. If this error is office-wide, it is a critical issue requiring immediate attention. This article covers the three most common causes and their resolutions.

For more information, we've compiled a detailed runbook for this topic in the Troubleshooting section below. 

Before You Begin

Confirm the following before proceeding:

  1. You have RDP access (via Splashtop or AnyDesk) to either the server or the affected device:
    1. If the issue is office-wide, connect to the server computer.
    2. If the issue is isolated to one or more workstations, connect to the affected device(s).
  2. Your RDP connection has administrator rights. In Splashtop, this should be indicated near the top-left of the connection window.

Procedure

📄Database Connection Error (On-Prem) 

Additional Troubleshooting

Symptom Resolution
DMSRVR will not stop or restart  Open the Processes tab in Task Manager, locate any DMSRVR processes, select them, and click End Task. Then return to the Services tab and attempt to start DMSRVR again. 
DentiMax still cannot connect after all three steps  Temporarily disable any non-Windows antivirus software on the server to confirm whether it is blocking DMSRVR. If disabling the antivirus resolves the issue, notify a member of the office's management or IT administrator and confirm how they wish to proceed before making any permanent changes. 

For issues not covered by this runbook, contact DentiMax Practice Management Support at 1
(800) 704-8494 Ext. 805 or Support@DentiMax.com.