1.  Overview of this blog.

The intent of this blog is to provide troubleshooting steps for most commonly seen XMS Database connectivity issues and troubleshooting steps.

XenMobile Component Version Details:

The following document is tested on these versions:

Component Version
 MSSQL 2012

2. XMS connectivity to remote MSSQL database.

Error Message/ScreenShot #1:  MSSQL Server IP/FQDN Not Reachable

The XMS server admin console screen does not display sub menu options and sometimes you get the error as seen above, when the connectivity session between XMS and MSSQL is still active. However, when you reboot the XMS server, you will get the error:

As the MSSQL server is not reachable, XMS will go into recovery mode.


  • Ensure that MSSSQL server is reachable from XMS. Also check if you can ping from XMS to MSSQL IP. To ping login to XMS server CLI and select option > Troubleshooting > Network utility >  Ping.
  • If you are using FQDN in the DB settings of XMS, when you change the FQDN of MSSQL, the same has to be changed in XMS as well. The FQDN should be changed in XMS before the connectivity is lost or rebooting it.

Error Message/ScreenShot #2:  MSSQL Server is reachable but Password has Changed or expired.

As long as the connectivity session between XMS and SQL DB is active, you will be able to perform all the operations. However, when you reboot XMS, you will see the status of “Starting configuration app” as FAIL, then there is a problem connecting to database. XMS will start in Recovery Mode. Sometimes the XMS will go into loop and it does not recover.


  • Check the communication between XMS and MSSQL DB
  • Check if the password is changed
  • When password needs to be changed in XMS, make sure you change it when the connectivity is still active or before you reboot the XMS. If you don’t update the password and re-boot the XMS, then it will go into recovery mode and will become use-less and you will need to spin a new XMS instance.(in this case, only option – apart from configuring a new XMS VM, is to revert to old password in MS SQL and then reboot the XMS server and change to new password. Once done, you can now change the password in MS SQL as well – make sure the passwords are same)

Conclusion: Summary of the above errors or use cases is, as long as the XMS connectivity session with MSSQL DB server is active, you will be able to use the XMS. However, when the connectivity expires or is lost, you will see page can’t be displayed or configuration error message on the browser and sometimes, the browser hangs. You should ensure that connectivity between XMS and SQL server is working and active.

Other important thing is, when you need to change the password or change the FQDN/IP address of the MSSQL server in XMS, make sure you change these values when the connectivity to MSSQL server is active. Once you reboot the XMS or the connectivity is lost, you will not be able to modify the information as XMS will go into recovery mode due to lost DB connection and it will not accept any changes. In this scenario, you need to spin a fresh XMS VM and point it to the same DB.