During platform usage, you may encounter the following error message when trying to connect to a database:
Why does this error occur?
This error happens when the same user attempts to initiate a new connection to a database that already has an active session. This can occur, for example, when the user closes only the database viewing tab without properly ending the session, causing the previous connection to remain active in the background.
To resolve the error, you can choose one of the alternatives below:
First option: close the browser tab
If the browser tab where the database session was started is still open, simply close it. This will automatically end the active connection, allowing you to start a new session normally. If this option doesn’t work, follow one of the alternatives below to manually end the session.
Second option: end the session from the Database screen
In the Database menu, locate the asset in question and click the icon to the left of the asset name. A pop-up will appear showing the Connections information.
In this pop-up, hover over the user's name to display the Disconnect icon. Click the icon and confirm to end the session.
Third option: end the session from the Connectors screen
Go to the Administration > Connectors menu.
Find the connector associated with the asset and click on Active connections.
A pop-up will be displayed with all active sessions from that connector. Locate the correct session, click the Disconnect icon, and confirm the action.
Once the previous session is closed, the error will be resolved and the user will be able to connect to the database again.
Note: If the user experiences network instability during the connection, the session may remain stuck on the connector even after closing the browser tab.
In this case, follow the instructions in Options 2 and 3 to manually terminate the session directly from the connector.
Please contact our support ([email protected] or via Chat inside the platform) if you need any help.