FAILURE: Failed to connect to the SQL Server (installation or upgrade of ePO fails)

Technical Articles ID: KB90874
Last Modified: 2023-05-31 04:28:36 Etc/GMT

Environment

ePolicy Orchestrator (ePO) 5.10.x

Problem

The ePO installation fails and rolls back when you install or upgrade an existing ePO server.

The EPO5100-Install-MSI.log records the following error message:

MerModCALog: FAILURE: Failed to connect to the SQL Server.
CustomAction: MerMod_StartCurrentServices

This problem occurs only when the SQL Server is installed on the same computer where ePO is being installed.

Cause

This problem occurs because when the SQL server is installed on the same computer where ePO is being installed, the installer carries out an additional step. This additional step tries to connect to the local SQL Server using the SQL Native Client. If you have an ePO version lower than SP1, this step also tries to connect using Transport Layer Security (TLS) 1.0.

The step fails in the following scenarios:

If you try to install SP1 or later: when the SQL 2012 Native Client isn't installed
If you try to install a version lower than SP1: when TLS 1.0 is disabled on the computer

Solution

We plan to address this issue in the next major ePO release. The installer issue can't be fixed in an ePO update.

To receive email notification when this article is updated, click Subscribe on the right side of the page. You must be logged on to subscribe.

To receive information about product updates, sign up for the Support Notification Service.

NOTE: Any future product functionality or releases mentioned in the Knowledge Base are intended to outline our general product direction and should not be relied on, either as a commitment, or when making a purchasing decision.

Workaround

Follow the steps below to work around this issue:

If you try to install SP1 or later, perform the steps below:

Extract the ePO install set (Example: EPO5100_ServicePack1_4098_LR1.zip) to a temporary folder.
Navigate to the Setup\SQLNativeClient folder.
Double-click sqlncli_x64.msi and follow the prompts to install the native client.
Run the install or upgrade again.

If you try to install a version lower than SP1, perform the steps below:

Enable TLS 1.0 in the Schannel Settings on the computer.
Run the install or upgrade again.
When the installation completes successfully, disable TLS 1.0.

Related Information

Also see the following articles:

Affected Products

Languages:

This article is available in the following languages:

Knowledge Center

FAILURE: Failed to connect to the SQL Server (installation or upgrade of ePO fails)

Environment

Problem

Cause

Solution

Workaround

Related Information

Affected Products

Languages:

Title

Title

Knowledge Center

FAILURE: Failed to connect to the SQL Server (installation or upgrade of ePO fails)

Environment

Problem

Cause

Solution

Workaround

Related Information

Affected Products

Languages:

Choose your region

Title

Title