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The Progress DataDirect for ODBC for SQL Server Wire Protocol Driver Quick Start for Windows Release 8.0.2

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Page 1: The Progress DataDirect for ODBC for SQL Server Wire Protocol Driver Quick … › output › DataDirect › ... · 2020-01-23 · Quick Start: Progress DataDirect for ODBC for SQL

The Progress DataDirect forODBC for SQL Server WireProtocol DriverQuick Start for Windows

Release 8.0.2

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Copyright

© 2020 Progress Software Corporation and/or one of its subsidiaries or affiliates. Allrights reserved.These materials and all Progress® software products are copyrighted and all rights are reserved by ProgressSoftware Corporation. The information in these materials is subject to change without notice, and ProgressSoftware Corporation assumes no responsibility for any errors that may appear therein. The references inthese materials to specific platforms supported are subject to change.

Corticon, DataDirect (and design), DataDirect Cloud, DataDirect Connect, DataDirect Connect64, DataDirectXML Converters, DataDirect XQuery, DataRPM, Defrag This, Deliver More Than Expected, Icenium, Ipswitch,iMacros, Kendo UI, Kinvey, MessageWay, MOVEit, NativeChat, NativeScript, OpenEdge, Powered by Progress,Progress, Progress Software Developers Network, SequeLink, Sitefinity (and Design), Sitefinity, SpeedScript,Stylus Studio, TeamPulse, Telerik, Telerik (and Design), Test Studio, WebSpeed, WhatsConfigured,WhatsConnected, WhatsUp, and WS_FTP are registered trademarks of Progress Software Corporation or oneof its affiliates or subsidiaries in the U.S. and/or other countries. Analytics360, AppServer, BusinessEdge,DataDirect Autonomous REST Connector, DataDirect Spy, SupportLink, DevCraft, Fiddler, iMail, JustAssembly,JustDecompile, JustMock, NativeScript Sidekick, OpenAccess, ProDataSet, Progress Results, ProgressSoftware, ProVision, PSE Pro, SmartBrowser, SmartComponent, SmartDataBrowser, SmartDataObjects,SmartDataView, SmartDialog, SmartFolder, SmartFrame, SmartObjects, SmartPanel, SmartQuery, SmartViewer,SmartWindow, and WebClient are trademarks or service marks of Progress Software Corporation and/or itssubsidiaries or affiliates in the U.S. and other countries. Java is a registered trademark of Oracle and/or itsaffiliates. Any other marks contained herein may be trademarks of their respective owners.

Updated: 2020/01/23

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Progress DataDirect for ODBC for SQL Server Wire Protocol Driver: Quick Start for Windows: Version 8.0.24

Copyright

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Quick Start: Progress DataDirect for ODBCfor SQL Server Wire Protocol Driver forWindows

This quick start provides basic information that allows you to install, test connect with your driver, and accessyour data with some commonly used third-party applications . To take full advantage of the features andfunctionality available for your driver, refer to the product documentation library at:

Progress DataDirect Documentation Library

Note: OEM CUSTOMERS: Refer to the Progress DataDirect for ODBC Drivers Distribution Guide for informationon installing, branding, unlocking, and distributing your branded drivers.

This quick start covers the following topics:

• Before You Start on page 5

• Requirements and Support on page 6

• Downloading the Driver on page 6

• Installing the ODBC Driver on Windows on page 7

• Configuring a Data Source on page 11

• Testing the Connection on page 13

• Tuning for Performance on page 14

• Accessing Data With Third-Party Applications on page 18

• Troubleshooting Setup/Connection Issues on page 22

• Additional Resources on page 23

Before You StartBefore you get started, you need the following:

• Appropriate user permissions to modify your environment and to read, write, and execute various files inthe DataDirect for ODBC installation directory .

• Connection information:

• Host Name: The name or the IP address of the server to which you want to connect.

• Database: The name of the database to which you want to connect by default.The database must exist,or the connection attempt will fail.

• User Name and Password: If required by your configuration, the user ID and password that are usedto connect to your database.

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• Port Number: The port number of the server listener.

• For licensed installations, you will also need the following information that was provided by ProgressDataDirect:

• IPE Key (control number)

• Serial Number

Requirements and SupportDriver/Client Software Requirements:

• The driver has no client requirements.

Supported Data Sources:

• Cloud:

• Microsoft Azure Synapse Analytics version 12 and higher

• Microsoft Windows Azure SQL Database version 12 and higher

• Microsoft Windows Azure SQL Database version 11 and higher

• On Premise:

• Microsoft Analytics Platform System version 10.00 and higher

• Microsoft SQL Server 2017 and higher

• Microsoft SQL Server 2016 and higher

• Microsoft SQL Server 2014 and higher

• Microsoft SQL Server 2012 and higher

• Microsoft SQL Server 2008 R1 and higher

• Microsoft SQL Server 2005 and higher

For the latest information on supported data sources, visit the Progress DataDirect Supported Configurationspage.

Downloading the DriverTo download the ODBC SQL Server driver:

1. Visit the Progress DataDirect Connectors Download page.

2. Enter your data source in the search field, for example Microsoft SQL Server; then, select it from thelist.

3. Select ODBC for the interface.

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4. Select the OS and architecture platform your application runs on:

• Windows 32-bit

• Windows 64-bit

5. Fill in the registration form with your contact information.

6. Review the End User License Agreement. If you agree, select the corresponding box; then, click Download.

The installer program has been downloaded. See "Installing the ODBC Driver on Windows" for instructions oninstalling the driver.

See alsoInstalling the ODBC Driver on Windows on page 7

Installing the ODBC Driver on Windows

Note: OEM CUSTOMERS: Refer to the Progress DataDirect for ODBC Drivers Distribution Guide for informationon installing, branding, unlocking, and distributing your branded drivers.

This section provides instructions for installing the driver using a GUI. For more detailed installation instructions,refer to the Progress DataDirect for ODBC Drivers Installation Guide.

To install the drivers from downloaded files:

1. Unzip the files, maintaining the directory structure in the zip file, to a temporary directory, for example:c:\TEMP.

2. From Windows Explorer, navigate to the temporary directory that contains the unzipped installer files; then,double-click the installer program:

For 32-bit drivers, the installer program is named:

PROGRESS_DATADIRECT_ODBC_nn_WIN_32_INSTALL.exe

For 64-bit drivers, the installer program is named:

PROGRESS_DATADIRECT_ODBC_nn_WIN_64_INSTALL.exe

3. The Introduction window for the product installation appears. Click Next to continue.

4. The License Agreement window appears. Make sure that you read and understand the license agreement.To continue with the installation, select the I accept the terms of the License Agreement option; then,click Next.

Note: You can exit the installer program at any time by clicking Cancel or return to the previous windowby clicking Previous.

5. The Install Directory window appears. In the Where Would You Like to Install? field, type the path, includingthe drive letter, of the product installation directory or click the Choose... button to browse to and select aninstallation directory.

• If you are running the 32-bit installer on 64-bit Windows, the default value for the installation directory isC:\Program Files (x86)\Progress\DataDirect\ODBC_nn.

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• For all other installations, the default value for the installation directory for a is C:\ProgramFiles\Progress\DataDirect\ODBC_nn

Verify that you have entered (or selected) the correct installation directory. Then, click Next to continue.

To restore the installation directory to its default setting, click Restore Default.

6. Choose the type of installation to perform. Select one of the following options:

• Evaluation Installation (will expire in 15 days). Select this option to install an evaluation version ofthe driver. Click Next to continue with the installation. Skip to Step 10 on page 9.

• OEM/Licensed Installation. Select this option if you purchased a licensed version of one or multipledrivers. Click Next. Proceed to the next step.

Note: OEM CUSTOMERS: Refer to the Progress DataDirect for ODBC Drivers Distribution Guide forinformation on installing, branding, unlocking, and distributing your branded drivers.

7. The Product Registration window appears.

Type the IPE key (control number) that was provided by Progress DataDirect in the IPE Key field and clickthe Validate button. A tree menu of drivers with valid licenses appears in the selection box.You can addone or multiple keys, one at a time. For example, the previous image demonstrates the successful validationof the MongoDB driver key.

8. From the tree menu, select the drivers that you want to install. Drivers that are already installed are listedin the Drivers (Installed) tree and cannot be deselected. To remove installed drivers, you must uninstall theproduct. Click Next to continue.

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Note: If you are installing a different version of a currently installed driver, the installer will overwrite theexisting driver files with the version that you are installing.

9. The Product Registration window appears.

Provide the following information:

a) Type your name and company name in the corresponding fields.

b) Type the serial number that was provided by Progress DataDirect. Click Next to continue. Skip to Step11 on page 10.

10. The Driver Evaluation Selection window appears.

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From the Drivers To Be Evaluated tree, select the drivers that you want to install. Drivers that are alreadyinstalled are listed in the Drivers (Installed) tree and cannot be deselected. For example, the previous imagedemonstrates the installation of evaluation MongoDB driver.

11. The Create Default Default Data Source window appears. Select the Create Default Data Source box todefine a user data source in HKEY_CURRENT_USER\SOFTWARE\ODBC\ODBC.INI for each DataDirectdriver that you install.

Warning: If you select Create Default Data Sources, existing data sources in your registry with thesame DataDirect default name will be overwritten. To maintain your current DataDirect default datasources, rename them before you continue.

Then, click Next to continue.

12. The Pre-Installation Summary window provides the opportunity to review the information you have entered.When you are satisfied with your installation or branding option selections, click Install to begin the installation.

13. When the installation finishes, the Install Complete window appears.You may be prompted to restart yoursystem, but it is not required to use the product. Select one of the following options:

• Yes, restart my system. Select this option if you are ready to restart your system. The installer willrestart your system when you exit the program.

• No, I will restart my system myself. Select this option if you prefer to use the product without restartingthe system, or if you are not ready to restart the system.

Click Done to exit the installer program.

This completes the installation.

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A Progress DataDirect program group is created as part of the installation. This program group provides thefollowing shortcuts:

• ODBC Administrator

• ODBC Driver Help

• ODBC Readme

• Processor Information Utility

• Uninstall Progress DataDirect for ODBC x.x - 32 bit [32-bit only]

• Uninstall Progress DataDirect for ODBC x.x - 64 bit [64-bit only]

• XML Persistence Demo [32-bit only]

After installation, the next step is to configure your data source. See "Configuring a Data Source" for details.

See alsoConfiguring a Data Source on page 11

Configuring a Data SourceTo configure a basic data source to test your connection:

1. From the Progress DataDirect program group, start the ODBC Administrator.

2. Click either the User DSN, System DSN, or File DSN tab to display a list of data sources.

• User DSN: If you installed a default DataDirect ODBC user data source as part of the installation, selectthe appropriate data source name and click Configure to display the driver Setup dialog box.

If you are configuring a new user data source, click Add to display a list of installed drivers. Select the SQLServer Wire Protocol driver and click Finish to display the driver Setup dialog box.

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• System DSN: To configure a new system data source, click Add to display a list of installed drivers.Select the SQL Server Wire Protocol driver and click Finish to display the driver Setup dialog box.

• File DSN: To configure a new file data source, click Add to display a list of installed drivers. Select theSQL Server Wire Protocol driver and click Advanced to specify attributes; otherwise, click Next toproceed. Specify a name for the data source and click Next. Verify the data source information; then,click Finish to display the driver Setup dialog box.

3. The General tab of the Setup dialog box appears by default.

Note: The General tab displays only fields that are required for creating a data source. The fields on allother tabs are optional.

On the General tab, provide the following information; then, click Apply.

• Data Source Name: Type a string that identifies this data source configuration, such as Accounting.

• Description:Type an optional long description of a data source name, such as My Accounting Database.

• Host Name: Specify host server or listener using one of the following methods:

• Named Servers: If your network supports named servers, type the name of the server. For example,you can enter SSserver.

• IP Address: Type the IP address of the server to which you want to connect. For example, you canenter 199.226.224.34.

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• Named Instance: Type the name of the named instance using the following format:server_name\instance_name. If only a server name is specified with no instance name, thedriver uses the default named instance on the server.

• Virtual Network Name (VNN): Type the virtual network name of the availability group listener.

• Port Number: Type the port number of the server listener. The default port number is 1433.

• Database: Type the name of the database to which you want to connect by default.

4. Your driver is now configured with the basic settings necessary to connect your driver. Choose from thefollowing:

• If you would like to test the connection, proceed to "Testing the Connection."

• If you would like to tune your driver for performance, proceed to "Tuning for Performance."

• If you would like to save the values you have specified and close the setup dialog, click OK. Thesevalues will be used as the default settings when you connect to a data source.

See alsoTesting the Connection on page 13Tuning for Performance on page 14

Testing the ConnectionTo test the connection:

1. After you have configured the data source, you can click Test Connect on the Setup dialog box to attemptto connect to the data source using the connection options specified in the dialog box.

2. The logon dialog box appears. The fields have been populated with the values you supplied in "Configuringa Data Source."

Enter your SQL Server password; then, click OK. Note that the information you enter in the logon dialogbox during a test connect is not saved.

• If the driver can connect, it releases the connection and displays a Connection Established message.Click OK.

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• If the driver cannot connect because of an incorrect environment or connection value, it displays anappropriate error message. Click OK.

3. On the driver Setup dialog box, click OK. The values you have specified are saved and are the defaultsused when you connect to the data source.You can change these defaults by using the previously describedprocedure to modify your data source, or you can override these defaults by connecting to the data sourceusing a connection string with alternate values. See Progress DataDirect for ODBC for SQL Server WireProtocol Driver User's Guide and Reference for additional information.

See alsoConfiguring a Data Source on page 11

Tuning for PerformanceThe connection options described in this section directly affect the performance of your driver. To tune forperformance, configure your driver according to the recommended settings and your environment.

Connection PoolingPurpose:

Specifies whether to use the driver’s connection pooling.

Performance Impact:

Connection pooling allows you to reuse connections rather than creating a new one every time the driver needsto establish a connection to the underlying database. Using connection pooling can improve performance byavoiding the penalty incurred when establishing a new connection, especially for high-throughput applications.

You can further affect the performance by tuning the following connection options that are related to connectionpooling: Connection Reset, Max Pool Size, Min Pool Size, and LoadBalance Timeout.

Recommended Settings:

Enable this option to improve performance.

GUI Tab:

Pooling

Connection ResetPurpose:

Determines whether the state of connections that are removed from the connection pool for reuse by theapplication is reset to the initial configuration of the connection.

Note: The value for this option is ignored when Connection Pooling is disabled.

Performance Impact:

Resetting a re-used connection to the initial configuration settings impacts performance negatively becausethe connection must issue additional commands to the server.

Recommended Settings:

Disable this option for improved performance.

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GUI Tab:

Pooling

Enable Bulk LoadPurpose:

Specifies whether the driver is permitted to use the bulk load protocol when executing a parameter batch foran INSERT statement.

Performance Impact:

For batch inserts, the driver might be able to use the native bulk load functionality instead of the database’sparameter batch mechanism. Using the bulk load functionality typically improves performance, but at theexpense of potentially bypassing data integrity constraints.

Recommended Settings:

If your application does not require a high level of data integrity, enable this option for improved performance.

GUI Tab:

Bulk

Enable Server Side CursorsPurpose:

Determines which server-side cursors are enabled for the data source. This option applies to Forward Only,Keyset, and Static cursors.

Performance Impact:

Using scrollable cursors is more expensive than forward-only cursors, and, therefore, can adversely impactperformance. If your application does not always require the use of scrollable cursors, you can improveperformance by restricting the use of server-side scrollable cursors using the this option.

Recommended Settings:

Configure this option to suit the needs of your application. If your application does not require scrollable cursors,set to 0 (Disabled) for the best performance.

GUI Tab:

Advanced

Encryption MethodPurpose:

Determines the method the driver uses to encrypt data sent between the driver and the database server.

Performance Impact:

Data encryption may adversely affect performance because of the additional overhead (mainly CPU usage)that is required to encrypt and decrypt data.

Recommended Settings:

If data encryption is not required, set to 0 (No Encryption) for improved performance.

GUI Tab:

Security

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Failover ModePurpose:

Specifies the type of failover method the driver uses.

Performance Impact:

Although high availability that replays queries after a failure provides increased levels of protection, it canadversely affect performance because of increased overhead.

Recommended Settings:

If your application does not require the ability to recover or restart transactions, set this option to 0 - Connectionfor improved performance.

GUI Tab:

Security

LoadBalance TimeoutPurpose:

Specifies the number of seconds to keep inactive connections open in a connection pool.

Note: The value for this option is ignored when Connection Pooling is disabled.

Performance Impact:

By configuring LoadBalance Timeout to keep inactive connections open, you improve the likelihood that thedriver can reuse an existing connection instead of establishing new one when a connection is needed. Thisimproves performance by avoiding the overhead required to establish a new connection.

The Min Pool Size option can cause some connections to ignore this value.

Recommended Settings:

Set to 0 for improved performance. By specifying a value of 0 (the default), inactive connections are kept open.

GUI Tab:

Pooling

Max Pool SizePurpose:

The maximum number of connections allowed within a single connection pool. When the maximum number ofconnections is reached, no additional connections can be created in the connection pool.

Note: The value for this option is ignored when Connection Pooling is disabled.

Performance Impact:

Setting the maximum number of connections that the pool can contain too low might cause delays while waitingfor a connection to become available. Setting the number too high wastes memory resources.

Recommended Settings:

Tune this setting for your environment. Specify the maximum number of connections your environment requiresto have open at a time.

GUI Tab:

Pooling

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Min Pool SizePurpose:

Specifies the minimum number of connections that are opened and placed in a connection pool, in addition tothe active connection, when the pool is created. The connection pool retains this number of connections, evenwhen some connections exceed their LoadBalance Timeout value.

Note: The value for this option is ignored when Connection Pooling is disabled.

Performance Impact:

A connection pool is created when the first connection with a unique connection string connects to the database.The pool is populated with connections up to the minimum pool size, if one has been specified.The connectionpool retains this number of connections, even when some connections exceed their LoadBalanceTimeoutvalue. By increasing this number, you improve the likelihood that the driver will be able to reuse a connection;thereby, improving performance.

Recommended Settings:

Tune this setting according to your environment. Specify the average number of connections your environmenttypically uses at a time.

GUI Tab:

Pooling

Packet SizePurpose:

Determines the number of bytes for each database protocol packet that is transferred from the database serverto the client machine.

Performance Impact:

Typically, it is optimal for the client to use the maximum packet size that the database server allows. Thisreduces the total number of round trips required to return data to the client, thus improving performance.Therefore, performance can be improved if the PacketSize attribute is set to the maximum packet size of theserver.

Recommended Settings:

The optimal value depends on the typical size of data that is inserted, updated, or returned by the applicationand the environment in which it is running. Typically, larger packet sizes work better for large amounts of data.For example, if an application regularly returns character values that are 10,000 characters in length, using avalue of 32 (16 KB) typically results in improved performance.

GUI Tab:

Advanced

Use Snapshot TransactionsPurpose:

Allows your application to use the snapshot isolation level if your Microsoft SQL Server database is configuredfor Snapshot isolation.

Note: You must have your Microsoft SQL Server 2005 and higher database configured for snapshot isolationfor this connection option to work.

Performance Impact:

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Snapshot Isolation provides transaction-level read consistency and an optimistic approach to data modificationsby not acquiring locks on data until data is to be modified. This feature can be useful if you want to consistentlyreturn the same result set even if another transaction has changed the data and 1) your application executesmany read operations or 2) your application has long running transactions that could potentially block usersfrom reading data. This feature has the potential to eliminate data contention between read operations andupdate operations. When this connection option is enabled, performance is improved due to increasedconcurrency.

Recommended Settings:

Enable this option for improved performance.

GUI Tab:

Advanced

Accessing Data With Third-Party ApplicationsThe following sections guide you through using the driver to access your data with some common third-partyapplications:

• Accessing Data in Microsoft Excel on page 18

• Accessing Data in Microsoft Excel from the Query Wizard on page 20

Accessing Data in Microsoft Excel

After you have configured your data source, you can use the driver to access your data with Microsoft Excelfrom the Data Connection Wizard. Using the driver with Excel provides improved performance when retrievingdata, while leveraging the driver's relational-mapping tools.

To use the driver to access data with Excel from the Data Connection Wizard:

1. Open your workbook in Excel.

2. From the Data menu, select Get Data>From Other Sources>From ODBC.

3. The From ODBC dialog appears.

Select your data source from the Data Source Name (DSN) drop down; then, click OK.

4. You are prompted for logon credentials for your data source:

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• If your data source does not require logon credentials or if you prefer to specify your credentials usinga connection string, select Default or Custom from the menu on the left. Optionally, specify yourcredential-related properties using a connection string in the provided field. Click Connect to proceed.

• If your data source uses Windows credentials, select Windows from the menu; then, provide yourcredentials. Optionally, specify a connection string with credential-related properties in the provided field.Click Connect to proceed.

• If your data source uses credentials stored on the database, select Database; then, provide your username and password. Optionally, specify a connection string in the provided field. Click Connect toproceed.

5. The Navigator window appears.

From the list, select the tables you want to access. A preview of your data will appear in the pane on theright. Optionally, click Edit to modify the results using the Query Editor. Refer to the Microsoft Excel productdocumentation for detailed information on using the Query Editor.

6. Load your data:

• Click Load to import your data into your work sheet. Skip to the end.

• Click Load>Load To to specify a location to import your data. Proceed to the next step.

7. The Import Data window appears.

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Select the desired view and insertion point for the data. Click OK.

You have successfully accessed your data in Excel. For more information, refer to the Microsoft Excel productdocumentation at: https://support.office.com/.

Accessing Data in Microsoft Excel from the Query Wizard

After you have configured your data source, you can use the driver to access your data with Microsoft Excelfrom the Query Wizard. Using the driver with Excel provides improved performance when retrieving data, whileleveraging the driver's relational-mapping tools.

To use the driver to access data with Excel from the Query Wizard:

1. Open your workbook in Excel.

2. From the Data menu, select Get Data>From Other Sources>From Microsoft Query.

3. The Choose Data Source dialog appears.

From the Databases list, select your data source. For example, MyDSN. Click OK.

4. The logon dialog appears pre-populated with the connection information you provided in your data source.If required, type your password. Click OK to proceed.

Note: The logon dialog may reappear if Excel needs to access additional information from the data source.If this occurs, re-enter your password; then, click OK to proceed to the next step.

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5. The Query Wizard - Choose Columns window appears.

Choose the columns you want to import into your workbook. To add a column, select the column name inAvailable tables and columns pane; then, click the > button. After you add the columns you want to include,click Next to continue.

6. Optionally, filter your data using the drop-down menus; then, click Next.

7. Optionally, sort your data using the drop-down menus; then, click Next.

8. Select "Return Data to Microsoft Excel"; then, click Finish.

9. The Import Data window appears.

Select the desired view and insertion point for your data. Click OK.

You have successfully accessed your data in Excel using the Query Wizard. For more information, refer to theMicrosoft Excel product documentation at: https://support.office.com/.

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Accessing Data With Third-Party Applications

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Troubleshooting Setup/Connection IssuesThis section describes common setup/connection issues you may encounter while trying to establish a databaseconnection with the driver as well as some potential reasons for these issues. If you are experiencing a problemnot described in this section, comprehensive troubleshooting resources are available in the "Troubleshooting"section of the User's Guide and Reference for your driver.

In addition, Progress DataDirect offers a variety of options to meet your technical support needs. See ContactingTechnical Support on page 23 for details.

Common Setup/Connection Issues

You are experiencing a setup/connection issue if you are encountering an error or hang while you are tryingto make a database connection with the ODBC driver or are trying to configure the ODBC driver. Some commonerrors that are returned by the ODBC driver if you are experiencing a setup/connection issue include:

• Specified driver could not be loaded.

• Data source name not found and no default driver specified.

• Unable to connect to destination.

• Invalid username/password; logon denied.

Troubleshooting the Issue

Some common reasons that setup/connection issues occur are:

• The database and/or listener are not started.

• The ODBC driver’s connection options are not set correctly when configuring the driver. For example, thehost name or port number are not correctly configured. See "Configuring a Data Source" for a list ofconnection options that are required for the driver to connect properly to the underlying database.

See alsoConfiguring a Data Source on page 11

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Additional ResourcesIn addition to this quick start, the following resources enable you to take full advantage of the features andsupport offered for your driver.

• Product Documentation Library contains a comprehensive set of product documentation, including thefollowing guides:

• Progress DataDirect Connect Series for ODBC Installation Guide details requirements and proceduresfor installing the product.

• Progress DataDirect for ODBC for SQL Server Wire Protocol Driver User's Guide and Reference guidesyou through using and configuring the driver, provides detailed reference information, and explains thetools used to troubleshoot common problems.

• Progress Support Knowledgebase provides answers to questions, access to technical documentation,release notes, product alerts and other support information.

• Progress Community allows you to contribute, share, and network with other Progress users and employees.

• Technical Support provides technical support services, including maintenance services and opening asupport case.

Contacting Technical Support

Progress DataDirect offers a variety of options to meet your support needs. Please visit our Web site for moredetails and for contact information:

https://www.progress.com/support

The Progress DataDirect Web site provides the latest support information through our global service network.The SupportLink program provides access to support contact details, tools, patches, and valuable information,including a list of FAQs for each product. In addition, you can search our Knowledgebase for technical bulletinsand other information.

When you contact us for assistance, please provide the following information:

• Your number or the serial number that corresponds to the product for which you are seeking support, or acase number if you have been provided one for your issue. If you do not have a SupportLink contract, theSupportLink representative assisting you will connect you with our Sales team.

• Your name, phone number, email address, and organization. For a first-time call, you may be asked for fullinformation, including location.

• The Progress DataDirect product and the version that you are using.

• The type and version of the operating system where you have installed your product.

• Any database, database version, third-party software, or other environment information required to understandthe problem.

• A brief description of the problem, including, but not limited to, any error messages you have received, whatsteps you followed prior to the initial occurrence of the problem, any trace logs capturing the issue, and soon. Depending on the complexity of the problem, you may be asked to submit an example or reproducibleapplication so that the issue can be re-created.

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Additional Resources

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• A description of what you have attempted to resolve the issue. If you have researched your issue on Websearch engines, our Knowledgebase, or have tested additional configurations, applications, or other vendorproducts, you will want to carefully note everything you have already attempted.

• A simple assessment of how the severity of the issue is impacting your organization.

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