The SQLEKM provider reports problems in two ways:
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Until the initialization of the EKM provider has finished errors are written to the Windows Event Log. Open the Event Viewer on Windows and check the Application log for messages from event source ”Utimaco EKM Provider”. Typical errors are that the path to the configuration file is not defined, that the configuration file cannot be read, that the key store file cannot be opened, or that the log file could not be created/opened.
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After the initialization, the log file is used for reporting. The log file and the log level need to be set in the configuration file. Make sure to have at least log level 1 to see errors. Before contacting the support try to reproduce the error with log level set to 5. After changing the log level you need to restart the SQL Server service.