Unable to install Helpdesk, error "Failed to get the list of available databases, check your database credentials" occurs during installation

Article:TECH40955  |  Created: 2008-12-02  |  Updated: 2009-07-01  |  Article URL http://www.symantec.com/docs/TECH40955
Article Type
Technical Solution

Issue



You have downloaded and are trying to install the Altiris Helpdesk Solution. During the installation you are prompted for the database name. This window displays an error similar to"Failed to get the list of available databases, check your database credentials".

Cause



A Microsoft SQL Server is not installed that can be used with the Notification Server and Helpdesk.


Solution



Helpdesk, as with most Altiris solutions, requires an existing Altiris Notification Server. The Notification Server requires its own Microsoft SQL Server. If Helpdesk is to be installed on its own dedicated server, the Notification Server along with a SQL Server must first be installed.

The error "Failed to get the list of available databases, check your database credentials" is not a Helpdesk error but is from the Notification Server installation. Point the installation to a SQL Server database to continue. If one does not yet exist, this must be installed first, along with the other pre-requisites for the Notification Server. For more information on this error, please refer to the following article:

Getting error "Failed to get the list of available databases, check your database credentials" when trying to connect to SQL Server 2005 during NSSetup
https://kb.altiris.com/article.asp?article=40995&p=1

For a list of Notification Server requirements, please refer to the following article:

Notification Server 6.0 SP3 Help
https://kb.altiris.com/article.asp?article=18707&p=1

Note: When installing a new Notifcation Server also ensure that you install its latest service pack as well, which can be found on www.solutionsam/solutions/6_0/. This is currently SP3 + R11, "altiris_ns_6_0_sp3_kb45335.exe".

Please contact Technical Support and request assistance with Notification Server installation if none of the above solutions resolve the issue.

After Notification Server has been installed successfully, follow the below instructions for installing Helpdesk:

  1. Open an Altiris console (http://localhost/altiris/ns for console version 6.0, or http://localhost/altiris/console for 6.5).
  2. Go to Configuration > Upgrade/Install Additional Solutions.
  3. Click on Available Solutions > A-Z Solutions.
  4. Click on the Altiris Helpdesk Solution link to begin Helpdesk installation.

For information on using and configuring Helpdesk, please refer to the following article:

Helpdesk 6.0 SP5 Product Guide
https://kb.altiris.com/article.asp?article=40604&p=1


Legacy ID



44592


Article URL http://www.symantec.com/docs/TECH40955


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