Snapcomms Troubleshooting Content Manager Login Error After Database Migration

Issue

After the database was moved to a new database server, users encountered an error when logging in to the SnapComms Content Manager. Error message "Something went wrong. ErrorCode - ..."

Troubleshooting Checklist

To investigate this issue, please work with your IT team to confirm the following items:
 
 

1. Disk Space Availability

• Application Server:
  Confirm there is sufficient free disk space on the drive where SnapComms is installed.

• Database Server:
  Confirm there is sufficient free disk space available on the database server.

2. IIS Application Pool Status

• Open IIS Manager and navigate to Application Pools.

• Confirm that the SnapComms website Application Pool is running.

If the Application Pool is stopped:

• Attempt to start it.

• If it fails to start, this may indicate an issue with the Application Pool Identity credentials (for example, an expired password).

   

3. Website URL Configuration

• Confirm that the URL being used to access the Content Manager matches the value stored in the following registry location on the IIS server:

 HKEY_LM\SOFTWARE\Snap Communications\Server\WebAbsoluteURL

 
4. SSL Configuration

At the same registry location, review the following keys:

• WebRequireSSL

• WebUseSSL

Their behavior is as follows:

• WebRequireSSL = 1
  → The site must be accessed using HTTPS.

• WebUseSSL = 1 and WebRequireSSL = 0
  → Both HTTP and HTTPS access should work.

Important:
These settings must align with the DNS record configured for the IIS server.

If changes are required:

• Run the SnapComms Configuration Wizard on the IIS server to apply the correct configuration.

5. IIS Website Bindings

• In IIS Manager, confirm that the appropriate website bindings are configured for the SnapComms website.

• Bindings should match the protocol (HTTP/HTTPS), hostname, and port used to access the Content Manager.

  
  

  
   

6. Log File Maintenance

If disk space is limited, ensure that database and IIS log files are being properly maintained.

Refer to the following article for guidance:
https://support.snapcomms.com/hc/en-us/articles/19360931844507-SnapComms-Server-Maintaining-Log-Files

If the issue persists, check the SnapComms Status Page for any known outages or service degradations that may impact Content Manager access:

https://status.snapcomms.com/