When trying to connect to the Desktop Laptop Option (DLO) database the error "Unable to connect to Media Server" occurs.

Article:TECH49010  |  Created: 2009-01-12  |  Updated: 2011-10-07  |  Article URL http://www.symantec.com/docs/TECH49010
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Technical Solution

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Problem



When trying to connect to the Desktop Laptop Option (DLO) database the error "Unable to connect to Media Server" occurs.


Error



The below error is generated when the client is unable to connect to the DLO database for some reason. (Figure 1):  

Figure 1:
 
 
 

Cause



This error may occur due to multiple reasons including the following:
  1. Network issues.
  2. The default SQL database instance is on a remote SQL server and the database instance is not configured to allow remote connections using the named pipes protocol.
  3. The workstation is not on the network.

Solution



Try either of the following solutions: 


Solution 1:

1. Ensure that there are no network issues connecting to the server where the DLO database resides. 
  • Verify if clients can ping the server where DLO database resides and vice versa
  • Verify if the TCP port 1433 is blocked by the firewall. This port needs to be open.
2. Verify that the clients can connect to the DLO shares and can create a file on storage locations there.


Solution 2:

If the default SQL database instance is on a remote SQL server and the database instance is not configured to allow remote connections using the named pipes protocol:
The steps outlined in www.symantec.com/docs/TECH83418 can be used to enable remote connections via named pipes

Solution 3:

If the workstation is not on the network, Backup Exec DLO agent will not load and stay running in Offline mode when launched:
 
NOTE: This Step can be tried as a Workaround if the client is trying to connect through VPN

 
Warning: Incorrect use of the Windows registry editor may prevent the operating system from functioning properly. Great care should be taken when making changes to a Windows registry. Registry modifications should only be carried-out by persons experienced in the use of the registry editor application. It is recommended that a complete backup of the registry and workstation be made prior to making any registry changes.
 
Open the registry Editor on the Client and Edit the following registry
 
HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\DLO\3.0\Client\DefaultMediaServer   [Type the IP instead of the Name.]
 
Figure 2
 
 
 
NOTE:- Also we need to check whether the IP on the Media server is Static or Dynamic

Supplemental Materials

SourceUMI
ValueV-139-52224-100
Description

Unable to connect to Media Server.

SourceETrack
Value865663
Description

DLO: DLO agent not able to connect to Media server if using an existing SQL server instance.

SourceETrack
Value866485
Description

DLO Console:- Not able to configure DLO console on the Media Server when remote SQL Server is used.

SourceETrack
Value859488
Description

Agent becomes unavailable when Media Server is powered down.

SourceETrack
Value995060
Description

Starting DLO Agent when not connected to the Network, Agent does not load.

Related Articles



Legacy ID



285064


Article URL http://www.symantec.com/docs/TECH49010


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