Common Connection Errors

👤 This section is intended for Site Administrators and/or Database Administrators.

When connecting a database with Sisense, it is possible to run into errors in the setup process. This section will cover some of the different error messages that may appear, as well as potential solutions for fixing each issue.

If the following suggested solutions do not help, please contact support@periscopedata.com or else contact the team directly via the live-chat box.

General Steps to Take Before Connecting

• Ensure that the database is publicly addressable and currently up & running. If this is not the case, then a connection via SSH may be required. The documentation page on setting up an SSH tunnel breaks down the steps to help get connected to private databases.
• Verify that the database is not hosted on a local machine. Sisense cannot connect to databases hosted on local machines (e.g. laptops, PCs, etc.).
• Ensure that Sisense supports the database type attempting to be connected. A list of supported integrations is available here.

List of Common Error Messages

1. The database connection is timing out. Please whitelist 107.23.195.228 and 54.236.224.46

Suggested Solutions

1. Whitelist the IP's for the database/user/security group. If you are using AWS and have whitelisted the IP's within a Security Group, be sure that the Security Group has been applied to the database's instance.
2. Verify that the host name and port match the database that was whitelisted with Sisense.
3. Ensure that the database is publicly addressable: a. In Amazon AWS RDS, the "Network and Security" area has an option to control the addressability b. If the database is not publicly addressable, setup a connection via SSH following the documentation linked above.
4. MySQL databases require that access is granted on a per computer basis. Try running the following commands:

GRANT SELECT ON your_database_name.schema_name TO 'sisense_user_name'@'107.23.195.228'
GRANT SELECT ON your_database_name.schema_name TO 'sisense_user_name'@'54.236.224.46'

2. Access for user [user_variable] was denied. Is the username and password correct?

Suggested Solutions

1. Verify the correct username and password
2. If the database is not publicly addressable, setup a connection via SSH following the documentation linked above.
3. MySQL databases require that access is granted on a per computer basis. Try running the following commands:

GRANT SELECT ON your_database_name.schema_name TO 'sisense_user_name'@'107.23.195.228'
GRANT SELECT ON your_database_name.schema_name TO 'sisense_user_name'@'54.236.224.46'

3. The database/account was not found. Is the database/account name [name] correct?

Suggested Solutions

1. Verify that the database/account name is correct

4. The user is not permitted in the pg_hba.conf file. Please add these lines to your pg_hba.conf file:

host all [username_variable] 107.23.195.228/32 password
host all [username_variable] 54.236.224.46/32 password

Suggested Solutions

1. Verify the User and Password credentials being used are correct
2. Verify the Database Name is correct

5. Sisense could not connect to the database server. Are the database host and port correct?

Suggested Solutions

1. Verify the Host and Port name are both correct.
2. Confirm that the correct SQL Database Type is being selected

6. SSH access was denied. Have you authorized the public key?

Suggested Solutions

1. This error indicates that the Sisense public key has not been authorized. Please verify that the contents of our public key file have been copied into the ~Sisense/.ssh./authorized_keys folder.

7. Could not find SSH host. Please check ssh host name and whitelist 107.23.195.228 and 54.236.224.46 in your firewall.

Suggested Solutions

1. There may be a firewall or security group preventing us from connecting to the SSH Host
2. Sisense user may not have /home write permissions to edit the authorized_key files

8. SSH access was successful, but database could not be found. Please check your database host and port.

Suggested Solutions

1. Verify the rules for the port forwarding, as well as the port itself.
2. The Sisense query server needs to be allowed to open a port to the database host. Please update the entry into authorized_hosts to permit this

9. Error setting default driver property values

Suggested Solutions

1. Verify the correct database name
2. Verify the correct host name

10. Snowflake user temporarily locked. Please try again later or contact your Snowflake system administrator.

Suggested Solutions

1. This error shows up after failing to authenticate the user within 3 attempts. Verify that the correct username and password is used, and contact your Snowflake administrator if another attempt is needed immediately.