Troubleshoot a connection (Retail essentials) [AX 2012]

Updated: July 22, 2014

Applies To: Microsoft Dynamics AX 2012 R3

Connection profiles enable the components of Retail essentials to communicate with each other. When you are setting up a connection profile and test the connection, you might receive an error such as "Cannot connect to Synch Service," "Cannot connect to database," or "Error getting error message." In this case, try the following solutions:

  • Verify that the connection information in the database profile is correct.

  • Use ping, Telnet, or another network utility to verify that the Retail essentials computer at the head office can connect to the location computer. If a connection cannot be made, make sure that the firewall on the location computer is open to the required ports or programs. If the firewall is already open, work with the network administrator to correct the network configuration.

  • On the location computer, verify that remote connections to Microsoft SQL Server are enabled, and that SQL Server users and permissions are set up correctly. For more information about these requirements, see Configure SQL Server for the Retail databases.

  • Verify that Commerce Data Exchange: Synch Service is running on the location computer. If Synch Service is running, see whether the Synch Service log contains errors.


    If logging is not turned on, turn it on, restart Synch Service, and then check the log. For information about how to set up logging, see Configure settings for Synch Service.

  • Bypass Internet Protocol security (IPsec) for the location and in the Synch Service settings on the location computer. For information about how to bypass IPsec, see Configure or bypass IPsec for Synch Service.

Announcements: To see known issues and recent fixes, use Issue search in Microsoft Dynamics Lifecycle Services (LCS).