DS-Client connection test reports 'DS-Client account is suspended' after a DS-System migration or address change

DS-Client connection test reports 'DS-Client account is suspended' after a DS-System migration or address change

Machine-distilled from a resolved support ticket on 2026-09-28. Source ref: 33be8840f533. Verify before relying on it.

Applies to: DS-Client connecting to a service provider hosted DS-System, after the DS-System has been migrated to a new site or its addresses have changed. Version not specified.

Symptom: Scheduled backups fail and manual runs show a reconnection message. The DS-Client connection test (Setup > Configuration > Connections > Test Connection) fails with 'DS-Client account is suspended', even though the account has not been deliberately suspended. In some cases every DS-System address in the test reports Ok, but the test still ends with the suspended error.

Cause: Two separate causes can produce the same misleading error. (1) The DS-Client host is still resolving the DS-System FQDNs to the old IP addresses because of stale DNS caching, so it is not reaching the correct DS-System. (2) Once DNS resolves correctly, the DS-System may have locked the DS-Client account while it finishes replicating that account's data from the old site. The account stays locked until the provider confirms the data is in sync and unlocks it.

Resolution: 1. On the affected DS-Client host, ping each DS-System FQDN and check that it resolves to the new addresses supplied by the service provider. 2. If it does not, flush the DNS cache on the host (for example ipconfig /flushdns on Windows). Check whether any internal DNS servers or forwarders are caching the old records, then allow time for the old records to expire and test again. 3. When resolution is correct, restart the DS-Client service if needed and run the connection test again from Setup > Configuration > Connections > Test Connection. 4. If every DS-System address reports Ok but the test still fails with 'DS-Client account is suspended', the problem is on the DS-System side. Ask the service provider to check whether the account is locked, for example pending completion of replication from the old site, and to unlock it once the data is in sync. 5. Run the connection test again to confirm success, then re-run the failed backups.