Helpdesk Console: An error occurred when connecting to the database. Reporting is not available. [DBNETLIB][ConnectionOpen (Connect().]Sql Server does not exist or access denied.

Issue
Your Helpdesk Console account allows you to perform tasks in the Console, but when you click the 'Reports' button, one of the following errors is displayed:

[DBNETLIB][ConnectionOpen (Connect().]Sql Server does not exist or access denied.

An error occured when connecting to the database. Reporting is not available. Logon failed for user User

Sophos product and version
Helpdesk Console

Operating system
Microsoft Windows 2000+

What to do

1. Ensure that the Helpdesk Console user account is a member of the following groups:
   • 'Sophos Console Administrators' on the server running Enterprise Console
   • 'Distributed COM Users' on the server running Enterprise Console
   • 'Sophos DB Users' on the server where the database resides
     
     If any of these group memberships is missing, log off the console and add the user account to the group. Then log back in to the Helpdesk console. Check to see if this resolves the issue.
     
2. If you still see an error message after adding the user account to the groups listed above, on the server running Enterprise Console, open the registry and note the address listed in the following key:
   
   HKLM\Software\Sophos\EE\Management Tools\DatabaseConnectionMS.
   
   The SQL server's netbios address is listed under DataSource, for example: DataSource=<server> or DataSource=<server>\<sqlinstance>
3. On the computer running the Helpdesk Console, check that it can resolve the SQL server's netbios address.
4. If it cannot resolve the netbios address, return to the Registry and substitute the SQL server's IP address in the registry key. Now try to launch Reports again.