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Troubleshooting

Problems with availability and connecting

Section titled “Problems with availability and connecting”

When you can’t connect to your instance, there could be several reasons.

Troubleshoot the settings of your instance

Section titled “Troubleshoot the settings of your instance”

When you made changes to your instance recently, try to roll-back them. If you recently created an instance or roll-back does not solve the issue, check the most common reasons for an instance to become unavailable:

  • Your instance is not in the Active state. If this is the case, wait till the instance is in the Active state again and retry.
  • Your ACL settings are wrong. Ensure that the correct external IPv4 address of your client is added to the ACL. Read Manage Access Control List for SQLServer Flex how to edit the ACL.

Check the connection of your client to the internet

Section titled “Check the connection of your client to the internet”

At first check, if your client has a connection to the internet and if DNS lookup works as well. To check internet connection in general, open a command shell on the affected client and ping the google DNS server:

Terminal window
ping 8.8.8.8

The answer should look similiar to this:

PING 8.8.8.8 (8.8.8.8): 56 data bytes
64 bytes from 8.8.8.8: icmp_seq=0 ttl=118 time=16.012 ms

To check DNS lookup and especially lookup of the STACKIT environment, try to lookup the hostname of your instance. Open a shell on the affected client and lookup the stackit portal hostname:

Terminal window
nslookup portal.stackit.cloud

The answer should look similiar to this:

Server:    2003:e5:3f0f:5200:ea9f:80ff:fe78:8a93
Address:  2003:e5:3f0f:5200:ea9f:80ff:fe78:8a93#53


Non-authoritative answer:
Name:  portal.stackit.cloud
Address: 185.86.188.7

If your answer includes an errormessage or Address: 185.86.188.7 is missing, then there is a problem with the DNS resolution of your client.

Troubleshoot the connection of your client to the internet

Section titled “Troubleshoot the connection of your client to the internet”

Due to the fact that internet connection problems and their elimination are highly individual, STACKIT can not give a structured guide on solving those issues. Please contact the ISP who is responsible for your affected client to get help.

Troubleshoot your ACL settings

Section titled “Troubleshoot your ACL settings”

Check if your clients IP address is added to the ACL. If you haven’t entered the correct IP address, yet, the STACKIT firewall will block your request. Read Manage Access Control List for SQLServer Flex how to edit the ACL. To get the public IP address of your client, visit https://1.1.1.1/cdn-cgi/trace with your clients browser. You can also visit the page with the console, for example when your client is not the computer you are working on at the moment:

Terminal window
curl https://1.1.1.1/cdn-cgi/trace

You get something like this:

fl=472f87
h=1.1.1.1
ip=84.136.82.147
ts=1755607546.598
visit_scheme=https
uag=curl/8.7.1
colo=FRA
sliver=005-tier1
http=http/2
loc=DE
tls=TLSv1.3
sni=off
warp=off
gateway=off
rbi=off
kex=X25519

In this case 84.136.82.147 is the IP address. You need to add /32 to add this single address to the ACL: 84.136.82.147/32.

Troubleshoot your firewall settings

Section titled “Troubleshoot your firewall settings”

Add an entry in your firewall to allow your client to reach the STACKIT servers on 1433/TCP.

Troubleshoot your credentials

Section titled “Troubleshoot your credentials”

Check if your credentials are correct and there is no typo in it. If in doubt, consult Create your first instance of SQLServer Flex and connect to it to create a new user and thus get new credentials.

Contact STACKIT support to get help

Section titled “Contact STACKIT support to get help”

If you followed all steps and still can’t connect to your database, reach out to the Help Center.