Auditor Help: Troubleshooting Oracle

The table below explains a couple of common problems with connecting.

When trying to collect new database information and the connection fails, the following message is displayed:
Undefined exception in DatabaseCollector::collect()
This can happen if you have multiple versions of the Oracle Client software installed on the workstation.
Access the Oracle utility Home Selector in the Oracle Installation Products folder to change the setting for Oracle Home. The Home Selector will modify your path to point to the correct Oracle client installation directory.
When trying to collect new database information and the connection fails, the following message is displayed:
<database> failed in DatabaseServer::connect() ORA12154: TNS:could not resolve service name
Ecora cannot connect to your Oracle database.
Try connecting using Oracle's SQL Plus or tnsping utility:
tnsping <database name>
If tnsping is successful, confirm that the same database name is specified when using the Ecora product. If problems persist, set logging to Debug Mode and mail the ecora.log to support@ecora.com.

Helpful Hint Tip: The Support area of Ecora's website includes links to the system requirements and the Frequently Asked Questions page includes information about common questions and answers you might find helpful.
For information about log files and troubleshooting, see Ecora Log Files.

You are always welcome to contact our technical support staff at:
By phone: 1.877.92.ECORA (32672)
By fax: 1.603.436.1604
By email: support@ecora.com.