How to solve when the Sync Service fails to start

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Written by Support InfoBridge
The InfoBridge Synchronizer service is started, all looks normal and after a while the service is stopped, in the event viewer when are able to view the the following error message:

Unable to open database connection: ERROR [IM002] [Microsoft][ODBC Driver Manager] Data source name not found and no default driver specified

The required information to run the Synchronizer service like ODBC connection, username etc are not specified or in the wrong Appdata folder

How to:
First check if the correct SuperOffice settings have been filled in in the Synchronizer admin

  • Go to Start > Programs > InfoBridge > Exchange Online Synchronizer > Synchronizer Admin
  • Select the Service Options from the dropdown list
  • Fill in the required information or click the button Retrieve settings from SuperOffice
  • Confirm the settings & click Apply this setting for all the users
  • Close the Synchronizer Admin
  • Restart the Infobridge Synchronizer service in services.msc

When the SuperOffice settings were correctly filled in, it usually means the service.ini file is missing from the local roaming folder from the user who runs the sync service (SyncUser).

The Synchronizer was probably installed under the Administrator account. This means that after saving the Service Options in the sync admin, the output file was saved in the Administrator's Local Roaming folder (appdata).

If the above is true, copy the service.ini file from the local roaming administrator folder into the folder of the SyncUser and try again

Path: C:\Users\SyncUser\AppData\Roaming\InfoBridge SuperOffice Exchange Synchronizer EWS