Resolving Ajera Cloud ODBC Login Errors

When Ajera keeps rejecting the ODBC login, Mosaic sends Admins a notification and pauses the data that comes from ODBC. Time Entries, Work Categories, Rate Groups, and Rates are the affected data types — everything Mosaic reads from the Ajera Cloud REST API keeps syncing normally.

There are two different causes behind a rejected ODBC login, and they need different fixes. The notification tells you which one applies:

The Ajera Database Could Not Be Opened

If the notification reads:

Login failed for user '[sql-login]'. The Ajera database "[database]" could not be opened by the ODBC User "[odbc-username]", so it is unavailable or that user no longer has access to it.

The password is not the problem here. Ajera accepted the ODBC sign-in and then could not open the database that the connection points at. This usually means one of the following:

• The database named in the message is offline, or has been renamed, moved, or restored into a new database — for example after a Deltek-side migration or a company rename.
• The ODBC Account's access to that database has been removed, or was never granted for that Ajera database company.

Step 1: Confirm the Database Named in the Error

Check with your Ajera administrator that the database named in the notification is still your live production Ajera database and is online.

Step 2: Confirm the ODBC Account Still Has Access to It

ODBC access is granted to an account for specific Ajera database company names. Confirm with your Ajera administrator that the ODBC Account named in the notification is still granted access to the database from Step 1.

Step 3: Submit an ODBC Read Only Access Service Request to Deltek

If either check above needs correcting, ask Deltek Support to restore the ODBC Account's access to the database:

1. Your company's SaaS Customer Administrator should log into the Deltek Support Center and navigate to the Deltek Cloud Solutions page.
2. In the Service Request section, select the ODBC Read Only Access radio button.
3. Click the link in the Service Request to download the spreadsheet used to log all changes to ODBC access. The spreadsheet can also be downloaded from KB Article # 107175.
   1. Enter the First Name, Last Name, Email Address, and Ajera database Company Name(s) for the existing ODBC Account used to connect the integration, listing the Ajera database company the account should be able to read.
   2. In the Action column, select Add user Account. The form has no dedicated option for restoring access — Add user Account with the affected Ajera database Company Name(s) is how access is granted, and works for an existing account.
   3. In the service request, state that the ODBC Account already exists and signs in successfully but cannot open the database, and include the database name from the notification.
4. Under User Access Form, select Choose File and upload the completed spreadsheet from step 3 above.
5. Click Submit.

• Upon submission, a dialog box displays containing the Case No. for the request and a link to Manage Cases, where the case can be viewed or updated.

Step 4: Re-save the ODBC Credentials in Mosaic to Reactivate Syncing

Once the database is reachable by the ODBC Account again, re-save the ODBC credentials in Mosaic using the steps in Update the ODBC Credentials in Mosaic. This step is required even if none of the connection values changed — Mosaic pauses ODBC syncing after notifying you, and the re-save is what reactivates it. If Deltek returned a new ODBC Data Source, Service URL, or account, enter the new values as part of the same save.

Mosaic tests the connection when you save, so a successful save confirms the database is reachable again. If the save is rejected even though Deltek confirms the database and the account's access to it are in good standing, contact your Mosaic Customer Success Manager.

Invalid User ID or Password

If the notification reads:

Invalid user ID, invalid password, or expired password. This usually means the password for the ODBC User "[odbc-username]" is wrong or expired, though a disabled login or an IP restriction on the Ajera side will also cause it.

or

Error from Deltek Ajera:[DataDirect][ODBC Hybrid driver][Service]Invalid user ID or password

This one is about the ODBC Account credentials themselves.

Step 1: Obtain a New ODBC User Password from Deltek Support

To address this, please contact Deltek Support to request an updated ODBC Account Password following these steps:

1. Your company’s SaaS Customer Administrator should log into the Deltek Support Center and navigate to the Deltek Cloud Solutions page.
2. In the Service Request section, select the ODBC Read Only Access radio button.
3. Click the link in the Service Request to download the spreadsheet that should be used to log all
   changes to ODBC access. The spreadsheet can also be downloaded from KB Article # 107175.
   1. Enter the First Name, Last Name, Email Address, and Ajera database Company Name(s) for the existing ODBC Account used to connect the integration.
   2. In the Action column, select Change Account Password.

4. Under User Access Form, select Choose File and upload the completed spreadsheet from step 3
   above.
5. Click Submit.

• Upon submission, a dialog box displays containing the Case No. for the request and a link to Manage
  Cases, where the case can be viewed or updated.

6. Upon the completion, Deltek will notify the Account holder via email with the credentials and
   configuration settings needed to connect to the ODBC service.

• Additionally, the SaaS Administrator will receive a confirmation email when the request is completed.

Step 2: Update the ODBC Credentials in Mosaic

Once you've received the updated password from Deltek Support, follow these steps to update Mosaic:

1. Navigate to the Deltek Ajera Integration section and click on the Gear icon.

2. A pop-up titled "Integration Settings" will appear. Scroll to the bottom of the pop-up and click Update credentials.

3. Next, check the box labeled Update ODBC Credentials.
4. Input the new credentials:

   📘

   Only update the required fields

   Your current credentials will pre-populate on this page and can be left as-is if you are not intending to change them.

   i.e. Leave the pre-populated fields for ODBC Username, ODBC Data Source, and ODBC Service URL as they are if you are only updating the password.

5. After entering the new details, click Update.

6. Ensure you see a confirmation message that reads: Successfully updated credentials.

If the Password Reset Doesn't Resolve It

Ask Deltek Support to confirm that the ODBC login is enabled and that no IP restriction is blocking it. If Deltek confirms the account is valid and enabled, contact your Mosaic Customer Success Manager.