Gradience Pro / Enterprise - Error when Opening Gradience Version 12

ERROR WHEN ATTEMPTING TO OPEN GRADIENCE VERSION 12

NOTE! There are many messages that can appear when the software fails to connect to the database. The message you received may not be indicated in this article.  Nevertheless, if the software fails to open, this article offers you the best shot at resolving the issue.

When launching Gradience the message below may be encountered.

"This program was unable to connect to your InterBase/Firebird Server. This is likely

due to the fact that the default InterBase/Firebird User Account has been changed.

Please provide a User Name and Password with Administrative Privileges to InterBase."

After clicking OK to the above message, a dialog box may appear indicating Sysdba and a field for a password.

Alternately, you may see something very similar to this...

Server_Name.png

Other messages may also appear indicating that the software is unable to connect to the database.

 

Note:  

If your software license was purchased more than 30 days ago, support by phone will not be free unless you have a current 12-month maintenance plan.

Without a current 12-month maintenance plan, the cost of the support call will depend on your license.

If you have a Professional license the cost of a single support call is $80.

If you have an Enterprise license, the cost of a single support call is $100.

You may pay for the individual support call or you may purchase a 12-month maintenance plan.

 

Quick Tip: In some instances if you're remotely connecting to the computer in question (RDP, LogMeIn, etc.) you will need to change the SERVER= in the hrware.ini to the IP address of the computer or the loopback address of 127.0.0.1 - See step 4 below for more information.

Quick Tip #2If you have a client computer, where Gradience opens and another client computer where it fails to open, copy the hrware.ini file from the computer where Gradience opens, and use it to replace the hrware.ini file on the computer where Gradience fails to open. This file is located at c:\Programdata\GradienceNote: The Programdata folder may be hidden.

Causes:

There are 11 known causes. Any one or any combination of these 11 causes may be in play. Here is a listing of these causes. The solutions for each can be found further down in this document.

Cause #1.   The desktop shortcut is set to run in compatibility with another operating system. ...It should not be.

Cause #2.   Incorrect server name/IP address/database path on the hrware.ini file. Never use UNC and never map a drive from the client.

Cause 3#.   There is no Gradience folder in the Programdata folder. Without this, the hrware.ini file has nowhere to reside so it won't exist.

Cause #4.   Port 3050 is not configured  where the database resides. This must be done even if the firewall is turned off.

Cause #5.   You’ve launched remotely but the remote tool can’t resolve the server designation in the ini file. You must be physically at the machine or on  the console. If you are not, the server designation on the hrware.ini file must be changed to the server's IP Address.

Cause #6.   Your permissions are inadequate. The User and System must have Full Control.

Cause #7.   Firebird might not be installed properly or may not be running or may conflict with another version or it is conflicting with InterBase.

Cause #8.   A line of text is missing from bottom of the Services file found at C:\Windows\System32\drivers\etc.

Cause #9.   You’re attempting to run the software on Citrix or Terminal Services. Our software is not supported when so deployed.

Cause #10. The IP Address of the computer hosting the data is Dynamic. When the IP Address changes the clients will lose connectivity.

Cause #11. TimeStation is lacking a local instance of Firebird.

Cause 1:  The Gradience desktop shortcut is set to be compatible with XP but the operating system is Vista or Windows 7.

Go to C:\Program Files (x86)\Gradience\Common. Scroll to GCore.exe and right-click on it. Click Properties > CompatibilityUncheck Run this program in Compatibility mode for...

Cause 2:  Incorrect server name/IP address/database path.

On Windows XP and Windows Server 2003, do the following:

From the desktop, click Start > Run and enter hrware.ini and click OK. When the NotePad opens; look at the top two lines following [HRWARE]The drive letter must be a physical drive, not a mapped drive or SAN drive. Eliminate any double back slashes. The server name or IP address must be correct and eliminate any double back slashes.

On Windows Server 2008, Server 2008 R2, Server 2012, Server 2012 R2, Windows 7, Windows 8 or Vista, do the following:

From the desktop, right click Start > Open Windows Explorer. Open the C:drive, open the programdata folder. This folder may be hidden. If so, see the steps in the note below. Open the Gradience folder and then open the hrware.ini file. Look at the top two lines following [HRWARE]. The drive letter must be a physical drive, not a mapped drive. Eliminate any double back slashes. The server name or IP address must be correct and eliminate any double back slashes.

Note: If you cannot see the programdata folder, go to the top of the screen and click Organize Folder and Search Options > View. In the middle of the popup, under Advanced Settings, check Show Hidden Files and Folders. Then uncheck Hide extensions for known file types. Click Apply > OK.

Cause 3:  There is no Gradience folder at C:\Programdata.

If the problem is at a client but you can launch at a server, follow OPTION ONE below.

If the problem is at the server or at a standalone, follow OPTION TWO below.

OPTION ONE:
 1. At the server, go to C:\Programdata\Gradience.
 2. Copy the hrware.ini file and save it off on an external hard drive (USB device) or a network folder.
 3. At the client with the issue, go to C:\Programdata and create a folder named Gradience.
 4. Paste the copy of the hrware.ini taken from the server and paste it into the Gradience folder you just created.
 5. While still at the client, open the hrware.ini file at C:\Programdata\Gradience and change the designation for SERVER= from Localhost to the name or IP address [of the server].
CAUTION!
Do not use a mapped drive and do not use UNC (\\). If you do either of these things, the client will not find the data on the server.

OPTION TWO:
Open NotePad to create your hrware.ini file. All you need are three lines.

[HRWARE]
PATH=
SERVER=Localhost

You will have to enter a drive letter and path following the equal sign on the second line. On a standalone, the default path is ...

c:\Program Files (x86)\Gradience\Data\Hrware.gdb

Your path will be different if your database file is located elsewhere on the standalone computer. Paste this file on the client at C:\Programdata\Gradience.

Cause 4: Port 3050 is not configured where the database resides.

Note: This port must be configured on the host machine [ computer where the database resides ] even if the firewall is turned off. Below are the steps for what you must do at the computer where the database resides. This may be an actual server or another workstation.

1. Open your Control Panel and then open your Windows Firewall and click Advanced Settings.

2. Click Inbound Rules in the upper left and then click New Rule in the upper right and a popup window will open called [Rule Type].

3. In the center, select Port and then click Next. Another popup window will open called [Protocol and Ports].

4. Select TCP and Selected local ports. In the field next to [Selected local ports], enter 3050 and click Next. A new popup window will open called [Action].

5. Select Allow the connection and click Next. A popup window will open called [Profile].

6. You must select Domain. You [may] select Private and/or Public if you wish and then click Next. A popup window will open called [Name].

7. In the field under [Name] enter Firebird. 

8. In the field under [Description] enter "Firebird is the Gradience database engine. It uses Port 3050 on the host machine." Click Finish

9. Click Outbound Rules in the upper left and in the upper left and then click New Rule  in the upper right and repeat steps 3 through 8 above.

Note: Click here for more in-depth Firewall instructions or visit http://goo.gl/JD0AZw

CAUTION!

You may have a policy on the server that is overriding the domain policy and allowing partial filtering in the Windows firewall that is blocking port 3050 on the server. There’s more than one place where the firewall can be set. Please check all of these places to be sure that nothing is blocking Port 3050. If you are not an IT professional, ask your IT person to help with this.

Cause 5: You’re launching remotely but the remote tool can’t resolve the server designation in the ini file.

You must alter the server designation on the hrware.ini file. The steps for finding this file are in the bullet points below.

  • If remoting to the server or standalone computer, change the designation Localhost to it’s own IP address or the loopback address of 127.0.0.1
  • If remoting to a client computer; change the name of the server to the server’s IP address.

Finding the hrware.ini file:  

Right-click on the Windows Start button, Choose Open Windows Explorer. Go to C:\Programdata\Gradience\hrware.ini. This folder may be hidden. If so, see the steps in the note below.

Note: If you cannot see the programdata folder, go to the top of the screen and click Organize Folder and Search Options > View. In the middle of the popup, under Advanced Settings, check Show Hidden Files and Folders. Then uncheck Hide extensions for known file types. Click Apply > OK.

Open the hrware.ini file…

Look at SERVER= following [HRWARE].

  • If remoting to the server or standalone computer (RDP, etc.), change the designation from Localhost to it’s own IP address or the loopback address of 127.0.0.1 and click Save > Close and try to open the software. 

If remoting to a client computer (RDP, etc.) change the name of the server to the server’s IP address.

 Don’t worry about any other lines other than the two lines that directly follow [HRWARE]

 

Additional Details on this Matter:

…At the Server or Standalone: (computer where the software and the database reside)

[HRWARE]

PATH= This drive letter and this path must be identical on the server and the clients.

SERVER= Server Name is OK unless you are remoting-in. In that case, change this to the server’s IP Address.

 

…At a Client: (computer where only the software resides)

[HRWARE]

PATH= This drive letter and this path must be identical on the server and the clients.

SERVER= Server Name is OK unless launching remotely. In that case, change this to the server’s IP Address.

Note: Do not concern yourself with RUN PATH or any other portions of the hrware.ini file.

Cause 6:  End User Permissions are Inadequate.

The end user needs to either have [ local admin rights on his/her computer only ] or at a minimum, the user needs to have full rights to the folder containing the database file and full rights to the [ local ] Hrware.ini file on his/her computer.

To give the end-user rights to the data, go to the computer/server where the database file resides. Right-click the folder containing the database file. Typically, this folder is named Data. Choose Properties. When the Properties popup opens, click the Security tab and verify that the User and System have Full Control.

To give the end-user rights to the local Hrware.ini file go to his/her own computer and navigate to c:\Programdata (generally this folder is hidden). Open the Gradience folder and then right-click the Hrware.ini file. Choose Properties. When the Properties popup opens, click the Security tab and verify that the User and System have Full Control.

Note: if you are unsure how to unhide the Programdata folder, follow these steps...

1. Open the C: drive.

2. Click Organize (generally in the upper left corner of the screen).

3. When the drop-down menu opens, click on Folder and search options.

4. When the popup window opens, click View.

5. When the popup changes, click Show hidden files, folders and drives.

6. Further down on the same listing uncheck Hide extensions for known file types.

7. Click Apply > OK

Cause 7: The Firebird database Server may not be running or may not have installed properly or at all.

Open Services. Look for...

Firebird Guardian and Firebird Server or...

Firebird Classic Server

If  both Firebird Guardian and Firebird Server are present, it means that you have version 1.5. Please ensure that both are stopped. Go to C:\Program Files (x86) and see whether you have a Firebird folder. If you do, delete it. Then uninstall Firebird and reinstall Gradience. 

If you have Firebird Classic Server it means that Firebird 2.0 or 3.0 is present. Verify that it is started.

Go to C:\Program Files (x86) and see whether you have a Firebird folder. If you do, delete it. Then install the most recent release of version 11 available for download by clicking here.

CAUTION! CAUTION! CAUTION! 
Please ensure that you have this latest [release] running on all computers that have Gradience installed. If you run different releases of version 11 on various machines that are all pointed to the same database, you will get weird, voodoo-like performance from the software and you run a very real risk of corrupting the database beyond repair.

Once you have verified that you have Firebird and that it is started, you may move on to other possible causes of a lack of connectivity between the software and the data. 

Note: If you have a program that utilizes the FireBird database engine, our program will not function side-by-side with another version of Firebird.

Note: Firebird needs to be running at all client workstations running Gradience Timestation.

Cause 8:  A line of text is missing from the bottom of the Services file found at C:\Windows\System32\drivers\etc.

Open Windows Explorer(not Internet Explorer). Open the C:drive. Open the Windows folder, the System32 folder, the drivers folder, the etc folder. Right click on the Services file and open it with NotePad. Scroll down to the bottom of the file and enter gds_db in the first column and enter 3050/tcp in the second column. Note: If running an operating system newer than Windows XP, right-click the Gradience shortcut on the desktop and select Run As Administrator (you should only need to do this once).

services.JPG

Cause 9:  You’re attempting to run the software on Citrix or Terminal Services.

CAUTION!

Gradience Software is not supported when deployed on Citrix or a terminal server. You may use the link below to access a PDF that may help.

Running Gradience Pro / Ent in Citrix (not supported)

Running Gradience Pro / Ent in Terminal Services (not supported)

Cause 10:  IP Address of the computer hosting the data (server) is Dynamic. 

The SERVER= line in each client's HRWARE.INI file must point to the computer name of the server/computer that contains the HRWARE.GDB file.

Note: Please see our advanced troubleshooting document if you're unable to resolve your issues.

 

Cause 11: TimeStation is lacking a local instance of Firebird.

TimeStation is unique in that unlike TimeClock or Attendance or FMLA Tracker, it does not use the instance of Firebird that runs on the server. It uses a local instance of Firebird.

Please go into Services to verify whether you have Firebird Server and Firebird Guardian and that they are both started. One will be shown to be automatic while the other will be shown to be manual but [ both ] must be started.

If they are not, please start one and the other will automatically start. If you do not even have an instance of Firebird on the local machine where TimeStation is running, please use the link below to manually install Firebird there.

By the way, please also follow the steps for cause #4 in these instructions to ensure that Port 3050 is open on the local machine for the new, local instance of Firebird.

Firebird – Link to Manually Install:

 

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