Troubleshooting
Fixes for problems with the SyncriTab server itself, such as when it won't start or can't be reached, and a guide to where each feature's own troubleshooting is.
Most pages in this guide end with an If something goes wrong section for that feature. Start with Problems with a feature to find the right one. The rest of this page covers the server: starting it, reaching it, email, and signing in when nobody can.
First steps
- Read the whole message. SyncriTab's messages usually say what went wrong and, for database errors, include the database's own message.
- Try again once. Some problems, such as a busy database or a dropped network connection, go away on their own.
- Check the logs. SyncriTab writes what it does, and any errors, to the
logsfolder in its installation directory. On Linux,sudo journalctl -u syncritab -n 50shows why the service didn't start; in Docker, usedocker logs syncritab-server. See The installation folder. - Note the time. If you contact Support, the time the problem happened helps them find it in the logs. See Getting Support.
Problems with a feature
| If the problem is with… | See |
|---|---|
| Signing in, two-factor codes, or a forgotten password | If you can't sign in |
| The setup wizard on a new installation | Initial Setup |
| Connecting to a data source | If you can't connect |
| Tables or other objects missing from the catalog | Browsing the Catalog |
| Running queries and the results grid | Running Queries & Results |
| Auto-save messages in the yellow bar | Saved Sessions |
| Exporting or importing data | Exporting & Importing Data |
| Schema Diff, Database Search, or Reverse Engineering | Schema Diff, Database Search, Reverse Engineering |
| Scheduled tasks that fail or don't run | Task Scheduler |
| Keyboard shortcuts | Keyboard Shortcuts |
| Your password or two-factor settings | Your Account |
| HTTPS and certificates | SSL Certificates |
| Updates and restarting | Updating & Restarting |
| The license, trial, or buying | Licensing & Purchasing |
| Sending a support request | Getting Support |
SyncriTab doesn't open in the browser
If the browser says the page can't be reached or the connection was refused, work through these in order:
- Check the address. After installation, SyncriTab is at
http://server-name:21786. If your administrator has set up ports 80 or 443, the address may behttp://server-nameorhttps://server-nameinstead. - Try it on the server. Open
http://localhost:21786on the server itself. If that works, SyncriTab is running and the problem is the network in between: see step 4. - Check that SyncriTab is running. On Windows, check the
SyncriTabservice in the Services console. On Linux, runsudo systemctl status syncritab. In Docker, rundocker ps. Start it if it's stopped; see Windows, Linux, or Docker. If it stops again, see SyncriTab won't start. - Check the firewall. The server's firewall, and any firewall between you and the server, must allow the port SyncriTab uses. See Network access.
If https:// stopped working but http://server-name:21786 still works, the certificate has probably expired or been removed. Sign in on port 21786 and fix the certificate; see SSL Certificates.
SyncriTab won't start
Look at the most recent messages in the logs folder, or with journalctl on Linux, for the reason. The most common causes are:
| Cause | What to do |
|---|---|
| Another program is using SyncriTab's port | Only one program can listen on a port. Stop the other program, for example another web server on port 80 or 443, or choose different ports for SyncriTab on the HTTP Configuration tab. See Changing ports. Port 21786 must stay free. |
| The server is out of disk space | SyncriTab needs space for its settings, logs, and temporary files for query results and exports. Free some space and start it again. See Disk space. |
| The service account can't read or write the installation folder | On Linux, the service runs as the account chosen during installation, syncritab by default. If files were copied into the installation folder as another user, give that account ownership of the folder again. |
| An update was interrupted | Start the service again. If it doesn't start, contact Synametrics Support and include the log files. Don't reinstall over the existing installation: that erases your configuration. See Updating SyncriTab. |
SyncriTab is slow or stops responding
- Open the Dashboard to see memory use and who is connected. If memory is nearly full, the server may need more; see Memory.
- Very large results take memory in the browser as well. Use a WHERE clause or the row limit in Edit › Options, and export large results to a file instead of viewing them. See Row limit.
- If one query is slow, the database is usually the cause. Check the query with your database administrator.
- As a last resort, an administrator can restart SyncriTab from the About page. This signs everyone out and stops running queries and scheduled tasks. See Restarting SyncriTab.
Emails aren't sent
SyncriTab sends two-factor codes, password reset links, emailed exports and reports, scheduled task results, update notices, and alerts through your own email server. If none arrive:
- On the Configuration page, open the Email Configuration tab and check the settings.
- Click Send Test Email. See Sending a test email. If the test fails, check the error shown, the server name, port, security setting, and the account used to sign in to the email server.
- If the test succeeds but messages don't arrive, check the recipient's spam folder, and ask your email administrator whether the server accepts mail from SyncriTab's sender address.
If some emails arrive but others don't, check the History tab of the Task Scheduler or the feature's own messages: they say when an email couldn't be sent, and why.
Nobody can sign in as an administrator
If the only administrator has forgotten their password and can't reset it by email, follow the recovery instructions at web.synametrics.com/syncritab-forgot-password.htm. Recovery needs access to the SyncriTab server itself and a restart. See If no email address is on file.
To avoid this, keep at least two administrator accounts, and give each an email address for password resets. See User Roles.
If one user can't sign in because of wrong passwords, their computer's IP address is blocked for up to 10 minutes. See Blocking malicious IP addresses.
Still stuck?
Send a request from Contact Support with Include log files selected, describing what you did and what happened. If you can't sign in to SyncriTab, email support@synametrics.com with your serial number and version from the About page. See Getting Support.