G DATA Support - FAQ
Support Code: 21011

I can’t log in to G DATA Administrator, what to do?

This article will help you to troubleshoot issues with logging in to the Administrator interface of G DATA Business.

Cause 1: The user credentials are not recognized

Solution:

Make sure that the account entered is an Administrator account of the computer where the G DATA ManagementServer is installed, even if you try to connect from a different computer to it.

Cause 2: The ManagementServer is not reachable

In this case, by hovering over the red exclamation mark you will see the following message: “The specified server cannot be reached”.

 

Solution:

1. First make sure that the correct server name has been entered in the Server field.

This should be the hostname or IP address of the machine which hosts the G DATA ManagementServer.

If the ManagementServer is on another machine, also make sure that it is reachable over port 7182 (TCP).

 

2. Now check that the ManagementServer service is properly running as follows:

Open a Run prompt. (You can for example use the keyboard shortcut Windows Key + R)

Enter the following command then press OK:

Services.msc

Search for the service G DATA ManagementServer, and check if it is currently running.

If it isn’t running, right click on it and choose Start.

If the Startup Type of the service is set to Automatic (Delayed Start), it will take a couple of minutes for the service to launch after each reboot of the system. You can change this behavior by right-clicking on the service and choosing Properties, then changing the Startup Type to Automatic.

Cause 3: The SQL Server is not reachable

In order to properly work the ManagementServer needs to be able to access the SQL Server which hosts its database.

If the server is unavailable or the account configured doesn’t have access to it, a connection to the Administrator interface won’t be possible.

 

Solution:

1. First check if the server is properly running as follows:

On the machine with hosts the SQL Server, open a Run prompt. (You can for example use the keyboard shortcut Windows Key + R)

Enter the following command then press OK:

Services.msc

Search for the service SQL Server (server_name), and check if it is currently running.

If it isn’t running, right click on it and choose Start.

If you have installed the default SQL Server Express via the setup of G DATA ManagementServer, then the server name should be "GDATASQLSRV2K8" in version 13 or earlier and "GDATA2014" in version 14 or later.

2. Now check if the ManagementServer has access to it as follows:

Open the utility called GdmmsConfig.exe located in the installation folder of the ManagementServer (by default: C:\Program Files (x86)\G Data\G DATA AntiVirus ManagementServer).

Make sure that the correct SQL Server name and database name are entered in the corresponding fields.

By clicking on the dropdown menu next to the SQL Server field you will be able to see a list of all the SQL Servers visible for the ManagementServer.

Make sure that the correct one is selected, the name should be in the format computer_name\server_name where computer name is the hostname of the computer which hosts the SQL server and server_name is name of the SQL server instance (which is typically visible next to the name of the SQL Server service, as per above).

If the SQL Server is installed on the same computer as the ManagementServer, then computer_name should be the dot symbol (“.”).

 

If the SQL Server is on another computer than the ManagementServer, make sure that remote access to it has been allowed.

This can be done by opening the SQL Server Configuration Manager, then going to

SQL Server Network Configuration > Protocols for server_name and making sure that the option TCP/IP is enabled.

Furthermore, the SQL Server Browser service should also be running.

 

Now check that the account entered in the User name and Password fields has access to the SQL Server.

If you have installed the default SQL Server Express during the setup process of the ManagementServer, then both the Local System Account of the computer and the user account which was logged in during the installation process have access to the server.

To use the Local System Account, just make sure that “Use user-defined account” is unchecked.

To use any other account, check “Use user-defined account” and enter the login details.

Now click Verify.

If any issue arises, you will be notified by a warning at the bottom of the window.

Eventually, make sure that the correct database has been selected.

By clicking on the dropdown menu next to the Database field you will be able to see a list of all the databases of the SQL Server.

You can now click Apply.

You will be prompted to restart the ManagementServer, click Yes.

If everything has been correctly configured, you will now be able to log in to G DATA Administator.

If any issue happened during the attempt to connect to the SQL Server, you will be able to get more information about it in the log file named GdmmsError.log located in the following folder on the ManagementServer:

C:\ProgramData\G DATA\AntiVirus ManagementServer\Log

Furthermore, if any issue happened during the conversion process of the database, you will be able to get more information about it by checking the content of the most recent file in the following folder:

C:\ProgramData\G DATA\AntiVirus ManagementServer\Log\Startup 

 

Important information:

The ManagementServer checks for any database related issues at each startup and can automatically correct most of them. If you see database related errors in the above mentioned log files, you should first try to restart the ManagementServer service or to reboot the computer then wait for 30 min and check if the issue is gone.

Last change:
07/20/2017

Operating system:
 Windows

Products:
 Endpoint Protection Business
 Managed Endpoint Security
 AntiVirus Business
 Client Security Business