Introduction
This article explains the various causes why an application may not be available and instructs system admins, application admins, and modelers on how to address each cause.
Causes
The sections below detail each cause of why your application is not available.
Note: If you've received an error message explaining the issue, go to the relevant section using the in-article navigation. Otherwise, go through the sections individually to identify and fix the issue.
User does not have permission
The user has not been granted permission to access the application. Refer to this article for instructions on how to add users to applications.
Application database is unreachable
This error occurs when the application database is not accessible by Kepion's Service Identity (the account running the Kepion web server). This may be due to the following:
- The Service Identity does not have permission to access the application database.
- The network is down between the web and SQL servers.
- A change in the allowed SQL ports between the web and SQL servers.
- A value in the application's database server was changed incorrectly from the System module.
- The SQL database is blocked due to high demand.
- The SQL database or SQL server is offline.
From the System module, you will see the following error message:
"Unable to connect to the application database."
Contact your service administrator to ensure the application database is reachable from the Kepion web server.
Application upgrade failed
This error occurs when the application has failed to upgrade.
From the System module, you will see the following error message:
"Unable to upgrade the application. Please find more details in the Event Viewer on
the web server. Once the issue is fixed, try to turn on the application again."
Refer to this article for instructions on how to use the Event Viewer to diagnose and fix this error.
Application version exceeds the Kepion version
This error occurs when the application database version is newer than the Kepion version you're using.
From the System module, you will see the following error message:
"The application version is newer than the Kepion version. Please upgrade Kepion
to the latest version or manually revert the application version."
Refer to this article for instructions on upgrading Kepion.
Application is offline
The application is turned off and, therefore, cannot be accessed. Refer to this article for information on turning on the application.
Application does not exist
The application doesn't exist, so you can't access it. This can happen when you remove and reattach an application from the System module. In that scenario, the application receives a new application ID, and any old links using the old application ID will fail.