--- title: Troubleshooting NexusDB Server Issues description: This article goes over how to troubleshoot NexusDB connectivity issues for the shasta or K&A software --- [Skip to content](https://support.sierrabio.com/troubleshooting-nexusdb-server-issues#main-content) English Show submenu for translations ![](https://support.sierrabio.com/hs-fs/hubfs/JPG%20file%20-02.jpg?width=2000&height=1125&name=JPG%20file%20-02.jpg) Open main navigation Close main navigation - English Show submenu for translations - [Contact us](mailto:support@sierrabio.com) [Contact us](mailto:support@sierrabio.com) How can we help you? - There are no suggestions because the search field is empty. 1. [Sierra Biosystems Support Center](https://support.sierrabio.com/?hsLang=en) 2. [Troubleshooting & Errors](https://support.sierrabio.com/troubleshooting-errors?hsLang=en) 3. [Software Errors & Communication Issues](https://support.sierrabio.com/troubleshooting-errors?hsLang=en#software-errors-communication-issues) September 3, 2026 # Troubleshooting NexusDB Server Issues ### If the Server does not appear ![](https://support.sierrabio.com/hs-fs/hubfs/image-png-Aug-13-2025-03-14-27-8846-PM.png?width=451&height=240&name=image-png-Aug-13-2025-03-14-27-8846-PM.png) 1. Click the green + icon to add a new record. ![](https://support.sierrabio.com/hs-fs/hubfs/image-png-Aug-13-2025-03-14-45-1887-PM.png?width=441&height=235&name=image-png-Aug-13-2025-03-14-45-1887-PM.png) 2. Enter 127.0.0.1 for the Server Name 3. Enter 127.0.0.1 for the IP Address 4. The Hostname should be left blank 5. Choose LAN / WAN for the Location ![](https://support.sierrabio.com/hs-fs/hubfs/image-png-Aug-13-2025-03-17-39-0165-PM.png?width=202&height=203&name=image-png-Aug-13-2025-03-17-39-0165-PM.png) 6. Click the Connect to Selected Server ![](https://support.sierrabio.com/hs-fs/hubfs/image-png-Aug-13-2025-03-18-04-2623-PM.png?width=436&height=232&name=image-png-Aug-13-2025-03-18-04-2623-PM.png) 7. Verify connectivity — confirm the software successfully connects to the server before proceeding. ![](https://support.sierrabio.com/hs-fs/hubfs/image-png-Jul-28-2025-05-01-58-4688-PM.png?width=670&height=181&name=image-png-Jul-28-2025-05-01-58-4688-PM.png) --- **If the software can’t connect to the server:** ![](https://support.sierrabio.com/hs-fs/hubfs/image-png-Jul-28-2025-05-03-09-3605-PM.png?width=468&height=190&name=image-png-Jul-28-2025-05-03-09-3605-PM.png) 1. Press `Win + R`, type `services.msc`, and press Enter ![](https://support.sierrabio.com/hs-fs/hubfs/image-png-Jul-28-2025-05-03-30-3812-PM.png?width=428&height=315&name=image-png-Jul-28-2025-05-03-30-3812-PM.png) 2. Locate **NexusDB Server V3** ![](https://support.sierrabio.com/hs-fs/hubfs/image-png-Jul-28-2025-05-03-40-3742-PM.png?width=501&height=369&name=image-png-Jul-28-2025-05-03-40-3742-PM.png) 3. If not running, right-click \> **Start** ![](https://support.sierrabio.com/hs-fs/hubfs/image-png-Jul-28-2025-05-03-52-4677-PM.png?width=519&height=402&name=image-png-Jul-28-2025-05-03-52-4677-PM.png) ![](https://support.sierrabio.com/hs-fs/hubfs/undefined-Jul-28-2025-05-04-24-3374-PM.png?width=353&height=182&name=undefined-Jul-28-2025-05-04-24-3374-PM.png) 4. Try launching Shasta Software again to confirm it connects successfully. --- ### Still not working? 1. Stop the NexusDB service: in the Windows Services window, right-click NexusDB Server V3 and select Stop. 2. Navigate to `C:\ProgramData` (if this folder is not visible, enable hidden files in File Explorer: go to View \> Show \> Hidden items) 3. Delete the **NexusDB3** folder ![](https://support.sierrabio.com/hs-fs/hubfs/image-png-Jul-28-2025-05-06-47-4240-PM.png?width=398&height=320&name=image-png-Jul-28-2025-05-06-47-4240-PM.png) 4. Restart the NexusDB Server service (right-click NexusDB Server V3 \> Start) and then launch Shasta Software again to confirm the issue is resolved. 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