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Overview

If you run into issues while trying to install SkySync Data Management, try these troubleshooting suggestions. If you continue to have issues after trying these suggestions, please contact SkySync Customer Support.

Issues Running the Installer

Issue: You receive an error that SkySync\vcredist_64.exe ended with an error exit code when you attempt to run the installer.

Cause: Microsoft Visual C++ 2017 Redistributable version 14.14.26405 or greater already exists on the host machine. You must uninstall it and restart the machine before you can install SkySync EDM.

Issues Connecting to the Database

Issue: Connectivity to the database can’t be made.

Cause: If connectivity to the database cannot be made with default database configuration options, it may be necessary to utilize the connection string to specify the correct parameters. For example, it is a common enterprise practice to change the default SQL Server port from 1433 to another port; therefore, requiring the use of a connection string.

Issues Activating Your License

Issue: An error message displays when you attempt to activate your license.

Cause(s):

1. Verify your license key was entered correctly and try to activate again.

2. Ensure no additional spaces or characters were added accidentally if you entered the key using the copy/paste feature.

3. Verify the proper Firewall settings have been enabled.

   1. Make sure the firewalls isn’t blocking port 443 for https.

   2. Make sure the firewall isn’t blocking access to https://api.portalarchitects.com (the address for the SkySync license server).

4. Make sure SkySync was set up to use the corporate proxy server.

   1. SkySync uses the default proxy server specified for the user account under which it is executing.

   2. Ensure the proxy server is configured appropriately.