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Troubleshooting

Diagnose the three problems we see most often: data-store, anti-virus, and login.

5 min read Updated Jun 2026   Support

Troubleshooting overview

Three problem classes account for the majority of incidents we see: the client cannot reach the database, an anti-virus is silently blocking the executable, and a user cannot get past the login screen. Work through the relevant section below before opening a ticket.

DataStore Connection Issues

Symptom: the application opens but you see "Cannot connect to data store", "Server not found", or it hangs on the splash screen.

Checks

  1. On the server, open SQL Server Manager (SSM) and confirm the service shows Running. If it is stopped, click Start.
  2. From the client machine, open Command Prompt and run ping <server-name>. If the name does not resolve, fix DNS or add an entry to the hosts file.
  3. Confirm port 1433 (default SQL Server) is open on the server's firewall.
  4. In the ZN ERP shortcut, verify the Datacenter name matches the server. Use Datacenter Selection on the login screen to switch.
  5. From SSM click Test Connection — if this fails on the server itself, your SQL instance has a problem; if it succeeds on the server but the client still fails, it is a network / firewall issue.
Important — Never copy the .mdf file while the SQL service is running. Stop the service from SSM first, then detach / copy.

Anti-Virus Blocking

Symptom: the install fails halfway, xn.exe disappears after launch, or features that worked yesterday simply stop responding. Anti-virus and Windows Defender are the usual culprits.

Recommended exclusions

  • The full install folder (typically C:\Microsysit Apps\ or wherever you chose during setup).
  • The SQL Server data folder (where the .mdf and .ldf live).
  • Process exclusions for xn.exe, ssm.exe and any other Xn executables.

See Anti-Virus Exclusion for screenshots of where to add these in Defender / Kaspersky / Quick Heal.

Login Problems

Symptom: the login screen shows "Invalid Login ID or Password", "User is locked", or you can log in but the wrong location loads.

Checks

  1. Confirm Caps Lock is off. Passwords are case-sensitive.
  2. Verify the Location dropdown shows your branch — not a different one.
  3. If the user is locked (too many failed attempts), an admin must unlock it from Standard Users.
  4. If the captcha keeps rejecting, refresh it once — some characters look similar (O vs 0, I vs 1).
  5. If you see "This action is not permitted" right after login, your role does not include the action you are trying to take. Ask an admin to add it via Access Setting.