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

A couple of things can cause the Database Connection Failed message, one of the most common being an invalid password:

Check your credentials

1. Open the DASH Account 3 (DA3) console and click on Change Credentials
   
   
   
2. Verify that you have entered the correct username and password which corresponds to your DASH username and password. They will need to match exactly since DA3 uses these credentials to access your company's database securely.
3. Then click Save
   • If your password was valid, you will not receive any popup error and your save will complete successfully (continue to the IP address update section below).
   • If your password is invalid, you will receive a popup error that says Invalid Password. This means that the credentials you have entered do not match your DASH credentials. Your Workspace password may have recently expired or been reset. You will want to go to the DASH website and reset your password then try updating the credentials in Dash Account 3.

IP address update

• The next common issue is that your IP address needs to be updated on our end. 
• Your IP address can change if you switch internet providers, are using a VPN, or if you are working from a new location. It can also be updated by your internet service provider intermittently as well. 
• Some internet service providers update your IP address more often than others.
• Next steps: Please Google search "what is my IP address?" and provide it to a Support representative via Live Chat or phone at 866-769-7855 (let the representative know you have already checked your credentials in the previous steps to expedite your request).