Troubleshooting Guide

Troubleshooting Issues
September 2009 29
Solution Wait five minutes to allow the automatic upgrade to complete. Then
check the Add or Remove Programs utility in Control Panel for the
version of the installed application. If the version is not correct,
manually install the upgrade.
Problem While running QM Configuration Setup after installing QM, the following
error message is received: “Unable to get information from SQL
Server”. You are using SQL Server 2005 and a named instance, not the
default instance.
Cause. When SQL Server 2005 is installed, it also installs the SQL
Browser Service. This service is set by default to be started manually,
not automatically. It must be running in order for Configuration Setup to
run successfully.
Solution Change the SQL Browser Service’s Startup Type from Manual to
Automatic in the Windows Services utility in Control Panel, and then run
QM Configuration Setup again.
If you are upgrading QM from an earlier version. If, after starting the
SQL Browser Service, you still receive the error message, call technical
support for assistance.
If you are installing QM for the first time. If, after starting the SQL
Browser Service, you still receive the error message, remove the
following files from the C:\Program Files\Microsoft SQL
Server\MSSQL.1\MSSQL\Data folder:
■ SQMDB.mdf
■ SQMDB_log.LDF
■ SQMREPORTDB.mdf
■ SQMREPORTDB_log.LDF
and then run QM Configuration Setup again.
IMPORTANT: Do not remove these files if you are upgrading
QM. If you do, you will lose data that was present in the
previous version of QM. In an initial installation, there is no
QM data yet, so these files are empty and can be removed.