This guidance is provided for informational purposes only. Collation changes can have wide-reaching impact on your SQL environment. Always consult with your Activate representative and SQL DBA before proceeding with any of the steps outlined below, and ensure a full database backup is taken.

This error occurs when there is a mismatch in SQL Server collation settings between the Activate database, tempDB, or specific table columns. It commonly surfaces after upgrades or when environments are built with differing default collations.

Cannot resolve the collation conflict between 'SQL_Latin1_General_CP1_CI_AS' and 'Latin1_General_CI_AS'

Job logs show errors similar to: Error saving cache information

Behaviour may differ between environments (e.g. works in lab but fails in QA/Production) 

The issue is caused by inconsistent collation settings across:

SQL Server instance (server-level collation) 

When SQL operations involve objects with different collations, SQL Server cannot reconcile string comparisons, resulting in this error.

Activate DB uses one collation (e.g. SQL_Latin1_General_CP1_CI_AS) 

SQL Server / tempDB uses another (e.g. Latin1_General_CI_AS) 

Queries involving temp tables or joins trigger the conflict 

Option 1: Align Server and Database Collation

Engage a SQL DBA to align the SQL Server instance collation with the Activate database.

SELECT DATABASEPROPERTYEX('ActivateDB', 'Collation') AS DatabaseCollation;

Confirm current collations: SELECT SERVERPROPERTY('Collation') AS ServerCollation;

If mismatched, update server or database collation as appropriate 

Changing server collation is complex and may require rebuild of system databases.

Option 2: Update Activate Database Collation

Use ALTER DATABASE to change the Activate DB collation.

 https://learn.microsoft.com/en-us/sql/t-sql/statements/alter-database-transact-sql

ALTER DATABASE ActivateDB COLLATE SQL_Latin1_General_CP1_CI_AS;

Script requirements vary depending on Activate version 

Does not automatically update existing column-level collations 

Must be coordinated with an Activate representative 

Requires a full database backup before execution 

Option 3: Fix Column-Level Collation Mismatches

Even after database-level changes, individual columns may still have conflicting collations.

JobAttachments.FileName column using server collation instead of database collation 

SELECT name, collation_name
FROM sys.columns
WHERE object_id = OBJECT_ID('JobAttachments');

ALTER TABLE JobAttachments
ALTER COLUMN FileName NVARCHAR(255) COLLATE Latin1_General_CI_AS;

server, tempDB, and Activate DB collations match

Engage your Activate representative for version-specific guidance 

Lab environments may not reproduce the issue if collations were originally aligned 

tempDB collation cannot be directly changed—it follows the SQL Server instance collation 

Reinstalling SQL Server is generally not required unless correcting server-level collation is necessary

Troubleshooting WMI

Error: Cannot resolve collation conflict between SQL_Latin1_General_CP1_CI_AS and Latin1_General_CI_AS

Microsoft’s cloud platform providing infrastructure, networking, storage, and application services. In Activate, it’s used as the hosting environment or for integration with Microsoft 365 and Entra ID services.

Azure

DotNetVersion

Microsoft Entra Connect (formerly Azure AD Connect) is a tool that syncs on-premises Active Directory identities with Microsoft Entra ID, enabling hybrid identity and seamless access to cloud resources.

Microsoft_Entra_Connect

Active Directory (AD) is Microsoft’s directory service that stores and manages user accounts, devices, and permissions, enabling secure authentication and centralized access control within a Windows network.

Active_Directory

ActivateJobService

ActivateAdministrator

SupportedPowerShellVersions

SupportedOSVersions

SupportedSQLVersions

Name that identifies the instance of Activate.  This is only used by Administrators and isn't displayed to end users.

instance_name

An installation type of Activate where there is no local domain connection, all authentication, authorisation and identity management is handled by Entra ID.

Cloud_Only

Microsoft Entra ID (formerly Azure Active Directory) is Microsoft’s cloud-based identity and access management service, providing secure authentication, user lifecycle management, and access control for Microsoft 365 and other apps.

Microsoft_Entra_ID

A software switch that enables or disables functionality at runtime without redeploying code. In Activate, they are configured under //Resources/Configuration/FeatureFlags.

feature_flag

Microsoft module for managing Exchange Online, using modern authentication and REST API–based cmdlets for faster, more reliable automation of mailboxes, compliance, and organisation settings.

EXO_V3_PowerShell_Module

An Organizational Unit (OU) is a container in Active Directory used to organise users, groups, computers, and other objects within a domain. OUs help structure resources logically and apply group policies for easier management and administration.

A User Type is a template in Activate that defines rules, attributes, and behaviours for a category of users (e.g., Employee, Contractor), ensuring consistent user account setup and configuration.

User_Type

A resource object in Activate representing a physical or virtual Exchange Server

Exchange_Server_Resource

Defines the object type that the resource will emulate or operate as.

Class_parameter

Clonesthe selected inherited parameter to make a local copy to override the value

Override

Runs the Activate Provisioning Server and performs actions across target systems.

Orchestrator_Account

A complete, immutable log of identity-related events, including provisioning actions, access approvals, and policy evaluations.

Audit_Trail

An integration module that enables Activate to read/write data from external systems (e.g., provisioning accounts in Azure AD).

Connector

A periodic process where managers or data owners validate that users still require their existing access — critical for compliance.

Access_Certification_and_Review

A user-initiated process to gain access to new systems or roles, often requiring manager or system owner approval.

Access_Request

Any downstream application or service where identities need access (e.g., Active Directory, Okta, Salesforce).

Target_System

The authoritative system from which identity data is imported (e.g., HRIS like Workday or SAP SuccessFactors).

Identity_Source

An access control model that uses user, resource, or environment attributes (e.g., department = "HR", location = "US") to make access decisions dynamically.

ABAC_Attribute-Based_Access_Control

An access control model where users receive permissions based on assigned roles. This model helps enforce least privilege.

RBAC_Role-Based_Access_Control

A collection of entitlements assigned based on a user’s job function or department. Roles simplify access management and are often tied to policies (e.g., "Finance Analyst Role").

Role

A specific access right or permission within a system (e.g., "Read-only access to Salesforce Reports"). Entitlements can be grouped into roles.

Entitlement

The removal or disabling of user accounts and access when they are no longer required — for example, when an employee leaves the organization.

Deprovisioning

The automated process of creating accounts and granting access to systems or applications based on a user’s role or attributes.

Provisioning

A digital representation of a user (employee, contractor, service account, etc.) within an organization. Each identity is typically linked to a unique identifier, such as an email address or employee ID.

Identity

This is the process of bringing on a new user

Onboarding

Hierarchical Role-Based Provisioning automates user access by assigning roles based on organisational structure, ensuring users inherit the correct permissions and resources aligned to their position or function.

Hierarchical_Role-Based_Provisioning

A group email address that automatically forwards messages to all its members, allowing you to send emails to multiple recipients at once.

Distribution_List

An expression is a conditional statement using Activate expression syntax.