Issue

• "Database Connection Attempt Failed" error when importing or exporting with DASH Account 3
• "Unable to Connect" error when exporting with DASH Account 3

Solution

The "Database Connection Failed" error is typically caused by either invalid user credentials or an outdated IP address. Follow the troubleshooting steps below:.

Check your credentials

1. Open the DASH Account 3 (DA3) console.
2. Click Change Credentials.
   
3. Enter the correct username and password. These must exactly match your current Restoration DASH™ web login credentials, as DA3 uses them to securely access your database.
4. Click Save.
   • Success: If the save completes without an error message, your credentials are valid. Proceed to the IP address update section.
   • Error: If you receive a popup error stating "Invalid Password," the credentials do not match your current DASH web login. Your DASH password may have recently expired or been reset. Visit the DASH website to reset your password, then return to DA3 and update the credentials.

     
     

IP address update

If your credentials are valid, the most likely cause is an outdated IP address on the server side. Your IP address may change if you switch internet providers, use a VPN, change locations, or if your internet service provider intermittently updates it.

Next Steps

1. Search Google for "what is my IP address?" to find your current public IP address.
2. Contact us and provide this IP address to a Support representative via Live Chat or by phone at 866-769-7855.
3. Inform the representative that you have already verified your credentials in DA3 to expedite the request.

Questions? Contact Us!