Fix a company connection

What each connection code means and what to change in your own system.

In short

When {{brand}} cannot reach your company's own database, storage or cache, it checks the connection step by step and names the exact reason with a code. Each code has a section here: what it means and what to change, often with a block to copy.

Before you start

• Who: the organization admin or site admin who set up the connection, and whoever runs the server or storage it points at.
• Plan: own file storage is part of the Business and Enterprise plans; an own database is part of the Enterprise plan.
• First: a failed step on the connection's check, and access to change your own system.

Steps

1. Open the connection's check and find the step marked "Failed".
2. Press "How to fix it" beside it - it opens the section of this guide for that code.
3. Make the change in your own system, copying the block when there is one.
4. Press "Check now" and wait until every step passes.

Good to know

• {{brand}} never shows a password or a key back, not even in the technical detail.
• A full check writes one small object or a schema inside a transaction that is rolled back, and removes what it wrote in the same check.
• {{brand}} connects only to public addresses. Add its outgoing addresses to your firewall; they are listed on the bot page.

The host name could not be found

Check the spelling of the host name. A name only your own network knows cannot be reached from {{brand}}; use the public name of the server.

This address is on a private or local network

{{brand}} connects only to public addresses. Give the server a public address, or use the name your provider shows for outside connections.

Nothing answers on this port

Check the port number and that the server is running. If it is, allow {{brand}}'s addresses through the firewall in front of it.

A firewall or an IP allow-list blocks {{brand}}

Add {{brand}}'s outgoing addresses to the firewall rules or the allow-list of the server, then check again.

The server refuses connections from {{brand}}'s address

Add a rule for {{brand}}'s addresses to the server's access rules (pg_hba.conf for PostgreSQL), reload the server and check again.

The user name, password or key is wrong

Enter the user name and password, or the access key, again. If they changed, create new ones and save them here.

The database does not exist

Check the database name, or create an empty database with that name and check again.

The user may not connect to the database

Grant the user the right to connect to the database. The script below does it.

The user may not create schemas

Grant the user the right to create schemas in the database. The script below does it.

The user may not create tables

Grant the user the right to create tables in its schemas. The script below does it.

The key may not read files

Give the key the right to read objects and to list the bucket. The policy below has every right {{brand}} needs.

The key may not write files

Give the key the right to write objects. The policy below has every right {{brand}} needs.

The key may not delete files

Give the key the right to delete objects. The policy below has every right {{brand}} needs.

The server does not offer an encrypted connection

Turn on TLS (SSL) on the server. {{brand}} never sends data over a connection that is not encrypted.

The server's certificate is not trusted

Use a certificate from a trusted authority. If your company issues its own, add its root certificate here.

The server's certificate has expired

Renew the certificate on the server, then check again.

The certificate is for another name

Connect with the host name the certificate was issued for, or issue a certificate for this name.

The server's certificate expires soon

Renew the certificate before it expires so the connection keeps working.

The database is not empty

Use a new, empty database. {{brand}} creates its own structure and never mixes it with other tables.

The server's version is too old

Upgrade the server to version 16 or newer, then check again.

The server allows too few connections

Raise the user's connection limit to at least the number the check names. The script below does it.

Every connection the server allows is in use

Close unused connections or raise the server's connection limit, then check again.

The server is starting, stopping or recovering

Wait until the server is running normally, then check again.

The connection is slow

Round trips take the number the check shows ms. Choose a server region close to {{brand}}'s to make screens faster.

The connection is too slow

Round trips take the number the check shows ms, too slow to serve screens. Choose a server region close to {{brand}}'s.

The bucket or container does not exist

Check the bucket or container name, or create it, then check again.

The bucket is in another region

Enter the region the bucket was created in, then check again.

Anyone on the internet can read this bucket

Turn off public access on the bucket or container. {{brand}} never needs it.

The storage or the database is full

Free space or raise the quota, then check again.

The storage account is disabled

Turn the storage account on again in your provider's console, then check again.

The server took too long to answer

Check that the server is not overloaded, then check again.

The repository host does not accept the access token

Make a new read-only token in the repository host, paste it here and check again. A token that expired or was revoked stops working at once.

The access token can change the repository

{{brand}} only reads. Make a token that can only read the repository - read_api and read_repository on GitLab, Contents: read on GitHub, Code (read) on Azure DevOps - and use it instead.

The repository host does not say what the token may do

{{brand}} cannot tell whether this token can also change the repository. Make sure it can only read: Contents: read on GitHub, Code (read) on Azure DevOps.

The repository was not found, or the token cannot read it

Check the host, the repository path and its spelling, and that the token's owner can open the repository.

The branch was not found in the repository

Check the branch name and its spelling. Leave it empty to follow the repository's default branch.

The commit was not found in the repository

The commit may have been removed by a force push. Read the branch again to take its newest commit.

The repository host asks {{brand}} to slow down

The token has used up its requests for now. {{brand}} tries again later by itself; a token of its own for {{brand}} avoids sharing the limit.

The connection failed for another reason

Read the technical detail, fix what it says and check again. Write to support if it goes on.

Related

• /help/settings/private-license
• /help/cache-tester/fix-a-connection