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Version(s): 6.2 - 7.5, 8.0 - 8.1
Component(s): Agent
Last updated: January 2, 2002
Document number: 418
This document describes the process of changing the primary Data Center server assignment for an account.
Description of the Problem
If one of a mirrored pair of Data Centers is down, in most cases users for whom it is the primary Data Center will automatically connect to the mirror that is still up. (For example, if Data Center A is down, and a user has Data Center A for his primary Data Center, he will automatically connect to Data Center B as long as A is down.) In practice, this "bounce" feature sometimes fails.
There may be other times in which it is necessary to temporarily ask the Agent to swap the precedence of Data Centers, i.e. to try to connect to its secondary Data Center first.
Potential Causes
- The user is connecting through the Internet. The Agent fails to connect to the primary server, and just hangs when connecting to the secondary server. AOL users tend to experience this problem for unknown reasons.
- The user is connecting through the Internet. The Agent logs in to the primary server, but hangs when attempting to complete a backup.
- The user is connecting through a LAN, and the Agent is reporting errors that indicate a firewall, but the user believes there is no firewall in place.
Solution
A Support Center technician can change the user's primary Data Center assignment by looking up the user's account in Support Center and clicking the "Primary Server" link. The server assignment can be changed by selecting one of the radio buttons and then clicking the Save button.
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