Error: "Unable to connect to the database. Please run the Database Configuration tool or contact your administrator." Attempting Login To P6 Professional Configured For Cloud Connect (Doc ID 2280504.1)

Applies to: Primavera P6 Enterprise Project Portfolio Management Cloud Service - Version 8.4.0.0 and later
Information in this document applies to any platform.

Symptoms

When attempting to log into P6 Professional configured for Cloud Connect, the following error occurs:

ERROR

Unable to connect to the database. Please run the Database Configuration tool or contact your administrator.

STEPS

The issue can be reproduced at will with the following steps:
1. Attempt to log into P6 Client
2. Notice the error.

Cause

This issue may be caused by an incorrect configuration or by stuck threads in the server. If the user has altered the cloud connect settings at the database configuration level, this issue may occur. Likewise when there are stuck threads on the cloud connect server, this issue will arise with the Pro Clients.
Solution

Solution 1: If the cloud connect URL is incorrect in the database configuration this may cause the issue. To check whether the URL is correct, copy the URL from the database connection tab of the Pro Client login window and paste /checkbasichealth at the end of it and test in a browser. For example: https://<client>.oracleindustry.com/p6procloudconnect/checkbasichealth. If the URL produces a web page error, the URL is not correct. It is best to uninstall the client and then reinstall the client using the Pro Client installer link on the cloud portal page.

Solution 2: If the cloud connect URL is correct (for example having been reinstalled but still may be producing an error with /checkbasichealth) the Cloud Team should check for stuck threads on the server. Create an SR and ask for this Solution to be applied to your environment. Please be sure to specify which environment requires the Solution. Provide this KM document id in the SR problem description. Once the SR has been updated that the Solution has been applied, verify the Solution and close SR.