The error "Unable to Connect to Media Server" is displayed after upgrading or installing Backup Exec Desktop and Laptop Option (DLO) and opening the DLO Console.

Article:TECH44844  |  Created: 2005-01-15  |  Updated: 2013-10-29  |  Article URL http://www.symantec.com/docs/TECH44844
Article Type
Technical Solution

Product(s)

Issue



The error "Unable to Connect to Media Server" is displayed after upgrading or installing Backup Exec Desktop and Laptop Option (DLO) and opening the DLO Console.


Error



"Unable to connect to media server. Incorrect database version"


Cause



After installing or upgrading Backup Exec Desktop and Laptop Option (DLO), the error "Unable to connect to media server" occurs when opening the DLO Console. The error "incorrect database version" may also display. This error occurs due to the order in which installation occurs. If a previous version was installed and uninstalled, or if an installation of the current version was canceled, there may be residual database schema information left behind which will prevent a complete installation from occurring.   


Solution



Solution 1:

      For BE DLO 10.x or 11.x version:
 
1. Uninstall the Backup Exec Desktop and Laptop version 10.x or 11.x using Add/Remove Programs. This will leave the database intact.
 
2. Reinstall the Backup Exec Desktop and Laptop version 9.1 version or 10.x.
 
3. Re-run the upgrade to Backup Exec Desktop and Laptop version 10.x/ 11.x . Respond YES to uninstall the previous version, but do NOT cancel the upgrade in process. Then allow the DLO 10.x / 11.x  to install to the default path.
 
 
     For BE DLO 2010 and above:
 
    1.  Go to Tools > Options > Install Options and License keys on this media server.
    2.  Make a note of the Desktop and Laptop Option License keys.
    3. Remove the license keys. Click on Install.
    4. Once the license keys have been uninstalled, go to Tools > Options > Install Options and License keys on this media server and re-enter the license for DLO and proceed with the installation.

If the first solution does not resolve the issue, or if the installation media cannot be found, please proceed to Solution 2:


Solution 2:

Using OSQL, perform the following :
 
1. Open a command prompt and traverse to the installation directory.
 
 2. Enter the following in the command window: (Note: The Database instance name could be BKUPEXECDLO if this DLO install has been upgraded from version 9.x or 10.x).
 
OSQL -E -S %COMPUTERNAME%\BKUPEXEC -d BE_DLO -i DLODBUpgrade20.sql -o "%TEMP%\DLODBUpgrade20.log"
OSQL -E -S %COMPUTERNAME%\BKUPEXEC -d BE_DLO -i DLODBUpgrade30.sql -o "%TEMP%\DLODBUpgrade30.log"
OSQL -E -S %COMPUTERNAME%\BKUPEXEC -d BE_DLO -i DLODBUpgrade.sql -o "%TEMP%\DLODBUpgrade.log"
OSQL -E -S %COMPUTERNAME%\BKUPEXEC -d BE_DLO -i DLODBUpgradeMoe.sql -o "%TEMP%\DLODBUpgradeMoe.log"
 
3. Review the DLODBUpgrade.log files in the temp directory and address any errors found in the log.
 
 
Note: OSQL is supplied with Microsoft MSDE installations.
          This document was written for older versions of  BE DLO (10.x or 11.x), but the above given OSQL command can be run for newer version of DLO like 2010 and above.

 
Symantec Corporation has acknowledged that the above-mentioned issue is present in the current version(s) of the product(s) mentioned at the end of this article. Symantec Corporation is committed to product quality and satisfied customers.
 
This issue is currently being considered by Symantec Corporation to be addressed in the next major revision of the product.  There are no plans to address this issue by way of a patch or hotfix in the current or previous versions of the software at the present time.  Please note that Symantec Corporation reserves the right to remove any fix from the targeted release if it does not pass quality assurance tests or introduces new risks to overall code stability.  Symantec's plans are subject to change and any action taken by you based on the above information or your reliance upon the above information is made at your own risk.
 
 Please be sure to refer back to this document periodically as any changes to the status of the issue will be reflected here.
 
Please contact your Symantec Sales representative or the Symantec Sales group for upgrade information including upgrade eligibility to the release containing the resolution for this issue.  For information on how to contact Symantec Sales, please see  www.symantec.com .

Supplemental Materials

SourceETrack
Value405460
Description

DLO:to realign database state for certain unlikely install path scenarios


Legacy ID



280255


Article URL http://www.symantec.com/docs/TECH44844


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