"Timeout expired" error in Test To Live when connecting to databases

Version 3

    Verified Product Versions

    Service Desk 7.6


    On pressing the Connect button in Test To Live the following error is displayed:


    timeout error light.png

    Progress status: Loading databases, please wait...

    Error message: Timeout expired.  The timeout period elapsed prior to completion of the operation or the server is not responding.



    This error can occur when you have a significant number of users (1000+) in the Test database that do not exist in the Live database.  This has been logged as Problem 5681 and is fixed in version 7.7.1 (released April 2014).



    You must delete the users that are not in the Live database (and are not required in Test) directly from the Test database.


    Warning: This can be quite a complex task so should only be attempted if you are familiar with the Service Desk database schema and SQL in general.  For further assistance please contact your local support provider.