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Troubleshooting when System Manager Software (SMS) version 3.3 or 4.x Setup Utility will not start. Error: "Communications with a PowerLogic CommServer could not be established"

Goals and Symptoms

When trying to login to the System Manager Software (SMS) Setup Utility the following error message occurs or it will hour glass and then not do anything at all. System Manager Software (SMS) version 3.3 or 4.0 Setup Utility will not start. Error: "Communications with a PowerLogic CommServer could not be established. Make sure a CommServer is running, and that the client configuration information is correct.

Causes and Fixes

If you receive the error message this means that the Powerlogic Network Server Service is not running. Do the following to correct issues with the SMS Setup Utility not starting:

  • 1) Check and see if the Powerlogic Network Server Service will start.
    a) Go to Control Panel > Administrative Tools > Services
    b) Right click on PowerlogicNetworkServer and click the start button.
    2) If the PowerlogicNetworkServer will not start run the admin utility with a local admin account and see if this solves the issue.
      • a) Verify that the local admin account is created and part of the correct groups.
          • i) Right Click on My Computer and go to Manage.
            ii) Expand System Tools then Local Users and Groups and click on the Users folder.
            iii) If you have a user designated for SMS double click on the user and verify that the password never expires.
            iv) Go to the Member of tab and see if the user is a part of Administrators, Power Users, Users, and IIS_WPG groups (not all operating systems have each one of these groups). If the user is not part of these groups click on Add... and type each of these names into the box and hit enter one by one to add them.
            v) If you have not created a user yet, go to Action > New User...
            vi) For user name use smsadmin or something so that you know what it is, full name can be left blank, description should be a description of this account such as user for running SMS, create a password and confirm it (you can use smsadmin as the password if you want), Uncheck User must change password at next logon, check Password never expires and click create. You will now need to make this user part of the groups described in step iv.
    b) Run the admin utility
          • i) Go to Start > All Programs > PowerLogic > Tools > Admin Utility (or C:\POWERLOGIC\SMS\Bin\SMSAdmin.exe if the shortcut is not there)
            ii) In the Run Mode tab make sure the “Do not run SMS as a Windows Service” box is NOT checked.
            iii) Click on the smsadmin account you created (or whichever local admin account you are using) and then enter your password and verify it. Click on Apply. When the admin utility is finished running you will need to reboot the computer.
            iv) When the computer boots up verify that the “Powerlogic networkserver” service starts. If it does then start the sms software.
    3) If this does not help verify that the MSSQL$SMS3000 and SQLAgent$SMS3000 services are running the same way you did in step 1 with the PowerlogicNetworkServer.
      • a) If the services are not started start the MSSQL$SMS3000 service and then start the SQLAgent$SMS3000 service. Once these are started, restart the PowerlogicNetworkServer.
        b) If SQLAgent$SMS3000 will not start find the knowledge base article called "SMSPE does nothing when you click on the SMS Setup Utility.” Powerlogic Network Server and SQLAgent$SMS3000 will not start" to get it working.
        c) If the MSSQL$SMS3000 service is not started, use the SMSdbtool to verify that the databases are connected.
    4) If this does not help check the settings in the SMS config utility and run through the ODBC connections.
      • a) Go to Start > All Programs > PowerLogic > Tools > SMS Config Utility
        b) Make sure that only one of the following tabs has the enable box checked: Pipes, IPX, and TCP/IP. If you use Pipes you can use a "." without the quotes for the server or you can choose the server. For IPX make sure that the settings are correct. For TCP/IP for SRV and EVT host you can try to use or the IP of the computer and the SRV and EVT ports should be 8888 and 8889 respectively.
        c) Under the System Database tab run through your ODBC connections with the SMS-3000 System SQL.
          • i) Make sure that System data source selected is "SMS-3000 System SQL."
            ii) Click on the Configure button.
            iii) Make sure that the Server is “servername\SMS3000” and click Next
            iv) Select "SQL Server authentication using a login ID and password entered by the user”. For the login ID use “SMS_DB_Master” and "squared" as the password. Click Next.
            v) Make sure “Change the default database” is checked and the database is “sms_system”. Click Next.
            vi) Click Finish and then Test the Datasource to make sure that it passes successfully. Attempt to start SMS after this.
        d) Under the Intervals tab make sure the intervals are set to the following or higher:
      • e) Under the Diagnostics tab choose <none> under select server to place online. Then click ok and try to open SMS.
    5) Delete your temp files, there may be too many of them.
      • a) Open up a command prompt (Start > Run > cmd > ok)
        b) Type cd\ and hit enter.
        c) Type del *.tmp /s and hit enter. Let the whole process run through.
    6) Move your csinfo.log file along with the numbered ones into another folder (do not delete these logs as a technical support representative may require them to find out what is happening with the system).
      • a) Go to C:\POWERLOGIC\SMS and create a new folder “old csinfo”.
        b) Move all the csinfo files except csinfodb.log into the folder and attempt to open SMS.
    7) If none of this helps to get your SMS system up and running or you need assistance contact PowerLogic Technical Support at 1-615-287-3400 or email them at PMO-Tech Email the csinfo.log file as well as the windows event logs along with a description of the issue. The more information the better.
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