Thanks to the infamous server outage of May/June 2008, I'm kind of in a hurry to access backups stored in the DiskSync vault, but I'm having trouble.

I have another server at TP and I've installed the agent software on it. I'm now able to connect from the Agent Console to that server, but when I try to set up the vault, I cannot login. I used the "re-register previously registered computer" option when setting up the vault details, and I'm using the disksync server: disksync03.dllstx3.theplanet.com

It would not let me connect, even though I'm 100% sure the account, username and password is correct.

Am I doing something wrong? Can I not access the vault from my other TP server? Or is disksync03.dllstx3.theplanet.com down as well due to the outage?

Any help would be appreciated. Thanks.

Hello DVDguy

The Disksync servers are not directly affected by this outage. They are in a different city.

Regarding your issue, you may want to make sure that there isn't any hardware or software firewalls blocking traffic between your server and the Disksync servers. As long as you are able to connect to the Agent, you should be able to re-register your Agent. You may need to create a support ticket so that this can be better investigated if needed.

I've already submitted a support ticket, but haven't heard back from them in many hours.

I've even disabled the firewall temporarily just to rule it out as an issue, but it just doesn't connect, and I get the same error messages in the agent log with or without firewall:



Not sure if it is related, but I can ping disksync01 and disksync02 at dllstx3, but pinging disksync03 does not work. It seems my server just can't physically connect to the vault.

Anyway, I've already posted this to the support ticket, hopefully I will get a response there. The backup service is pretty useless if I cannot access it from another server when the original server is down.

Hi DVDguy,

Your ticket should be updated with the relevant information. There was a minor issue on our side, unrelated to the Houston outage, that has since been corrected. My apologies for any inconvenience.

Thank you!