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Cannot install / add SQL database when installing MyCalls software

Posted on 2016-11-16
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Last Modified: 2016-11-23
Hi

We are trying to install MyCalls software by NEC, version 4.6.0.4 (MyCalls_SV9100_4.6.0.4_Live) which supposed to install its own SQL database. The only problem is that the installation keeps failing on adding SQL database step (UAC disabled). The engineer who was installing it did not provide any specific information regarding the issue except: "your server is blocking the installation, could be av, .net. permissions, anything", which is not very helpful. I tried the installation myself and the SQL gives out the generic error, I can't remember now, but I am sure it is not pointing into any direction. We have Backup Exec and Florida Probe SQL databases installed. The installer has got an option to do custom installation and while this runs partially okay, because it is still failing on SQL step, it proceeds to install the rest. So I added that database myself manually but the problem is that MyCalls software is using two accounts created in the database KSSUser and sa and since I do not know passwords, it cannot connect to the database I created.
I went step further and installed MyCalls on VM under fresh installation of Server 2012R2 Essentials with the same domain configuration as the production server. I ran Complete installation and after that I exported the SQL: databases the software created. I then Imported it back into new SQL instance on the production server (after removing the one I created manually), but MyCalls still cannot connect to the SQL database saying that the password is wrong. The problem is that I was told that NEC will not provide the passwords and the only option we have is to do Complete install.
Here is another problem: MyCalls will not uninstall now because during the installation it checks the connection to the SQL database and since it cannot connect it throws out error 1722 without any options to proceed any further. However, what I have managed to do is to get MicrosoftFixIt tool which uninstalled MyCalls (even though it still reported that problem with SQL connection) but it left the installation folder in program Files which I assume is not big issue, I can just rename it and keep it in case something is wrong.
Obviosuly, I googled the passwords for KSSUser and sa for that database called KSS, and all other things which were related to this software and my issues but there is not any information available.

It would be great if anybody new that software and could help with it.
However, if you could help me work out why the software cannot add its own SQL database, then it would be great too.

One other information I have is that we tried to install it on two Win 7 x64 machines and it failed too (I can't remember whether those machines had existing SQL databases because I was not installing it).

Any help appreciated.

Kind Regards,
Tom
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Question by:it10
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by:Vitor Montalvão
ID: 41891003
went step further and installed MyCalls on VM under fresh installation of Server 2012R2 Essentials with the same domain configuration as the production server. I ran Complete installation and after that I exported the SQL: databases the software created.
Do you still have this installation running? If so you can try to transfer the user logins and respective passwords that have been created into the correct SQL Server instance. This MSDN article shows how to do it. After that you still won't know the passwords but the application should be able to connect to the database.
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by:it10
ID: 41891251
Vitor, I did export databases and imported it into production server, I assumed that it would transfer the usernames and passwords as I could see the accounts under Logins in SQL. Is there a way to just export and import accounts in SQL then?
What is the possibility that the software is using different username and password or some sort of token written into registry for each installation done?
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by:Vitor Montalvão
ID: 41891263
Database export only exports the database and database users but not SQL logins. Even if you have logins with the same name in the different MSSQL instances they aren't the same since internally what the SQL engine uses is the Login ID and not really the name.

Is there a way to just export and import accounts in SQL then?
Yes. It was I said in my first comment. The article has a script to perform that task.

What is the possibility that the software is using different username and password or some sort of token written into registry for each installation done?
I don't know the software but I'll be very surprised if an application does so.
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by:it10
ID: 41891338
Sorry but that script us only up to SQL 2005. I have SQL 2008R2. Do you think it will work or shall I look for an updated version?
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by:Vitor Montalvão
ID: 41891344
Sorry but that script us only up to SQL 2005
No. It works from MSSQL 2005 or higher. Did you get any issue running it?
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by:it10
ID: 41891484
No, I did not run it yet as I have removed the software from the production server.

Could you also help me with: "1.Run the following script on the source SQL Server. Continue to step 2 when you finish creating the sp_help_revlogin stored procedure"?
What kind of script is it? How do I create it?
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by:Vitor Montalvão
ID: 41891492
The script is immediately in the next line. Just copy all the code and paste it to your SQL Server source instance.
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by:it10
ID: 41891561
Vitor, do I paste it into New Query?
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Author Comment

by:it10
ID: 41891597
When I paste it into the New Query, I only get the "Command(s) completed successfully".
After running "sp_help_revlogin" on the source I get this error:
"Msg 208, Level 16, State 1, Procedure sp_help_revlogin, Line 12
Invalid object name 'master..sysxlogins'"
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by:Vitor Montalvão
ID: 41891608
Are you using Method 1? You should use Method 2.
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by:it10
ID: 41891619
Yes, that was Method 1 sorry.

Method 2 gives the following error message:
"Msg 208, Level 16, State 1, Procedure sp_help_revlogin_2000_to_2005, Line 19
Invalid object name 'master.dbo.sysxlogins'."
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Vitor Montalvão earned 500 total points
ID: 41891635
I just reviewed the article and looks like I provided the wrong link. Apologizes for that.
The correct article is this one.
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by:it10
ID: 41891655
Thank you.

On the destination server I get the following error message:
"Msg 15433, Level 16, State 1, Line 2
Supplied parameter sid is in use.
Msg 15025, Level 16, State 2, Line 5
The server principal 'NT AUTHORITY\SYSTEM' already exists.
Msg 15025, Level 16, State 2, Line 8
The server principal 'NT SERVICE\MSSQL$KSS' already exists.
Msg 15433, Level 16, State 1, Line 11
Supplied parameter sid is in use.
Msg 15433, Level 16, State 1, Line 14
Supplied parameter sid is in use."

Can we modify it to overwrite or update the logins / passwords?
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by:Vitor Montalvão
ID: 41891660
Those errors are for the logins that already exists.
You don't need to run everything that's returned. Grab only the ones for the 2 logins that you want.
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by:it10
ID: 41891666
It gives the error message for the one I need too - KSSUser. I tried deleting it on the source but KSSUser owns some databases. To be honest it looks like that during backing up and restoring to the destination server, the logins ported over too. For some reason the application MyCalls still can't connect to the database, that is why I wanted to move the logins too. So I need to move the passwords from the source to destination but it already exists there.
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by:Vitor Montalvão
ID: 41891673
Yes, if the login exists you'll need to drop it first. Also you aren't sure that the login has the correct password, right?
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Author Comment

by:it10
ID: 41891698
Exactly, I am not sure if the password is right,

The script output to be used on the destination is:
-- Login: KSSUser
CREATE LOGIN [KSSUser] WITH PASSWORD = 0x0103r2D81dgE281439E714351BC33F0EF0F9 HASHED, SID = 0xFDEC86ry35914BAA6CC776u1D28EC2E, DEFAULT_DATABASE = [master], CHECK_POLICY = ON, CHECK_EXPIRATION = OFF

Can we change it to update the login or overwrite the password and sid?
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Assisted Solution

by:Vitor Montalvão
Vitor Montalvão earned 500 total points
ID: 41891702
Try the ALTER LOGIN command:
ALTER LOGIN [KSSUser] WITH PASSWORD = 0x0103r2D81dgE281439E714351BC33F0EF0F9 HASHED

Open in new window

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Author Comment

by:it10
ID: 41891716
I'm off today, lets carry on tomorrow.
I will post an update once I run the command.
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Author Comment

by:it10
ID: 41898206
Hi,

I managed to update the password for KSSUser.
How can I do the same for sa account?
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Author Comment

by:it10
ID: 41898226
Okay, I managed to do it. I did not restart the SQL services. But the installer still said it could not connect to the database using default sa username and password.
I am trying to remove it altogether and re-install MyCalls software.
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by:Vitor Montalvão
ID: 41898671
Yes, no restart needed for password changes.

But the installer still said it could not connect to the database using default sa username and password.
This may tell us that the SA password might me generated randomly or using some kind of algorithm. If it's that I'm afraid there are no more options available. Will be good if NEC's support guys are really supporting you.
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