Handling the "Unable to connect to Database. Please verify the username, password, grant permissions" Error During Installation

Overview

When trying to run the setup script to install Kayako Classic, you might encounter a blank page and the error registered on the server log is the following: 

Unable to connect to Database. Please verify the username, password, grant permissions 
and the database status: SWIFT::Initialize

This article provides information on how to fix this issue.

Solution

The most common reason why this error is generated is that the call initiating the database connection is unable to establish it due to incorrect credentials or lack of permission to access the database.

To resolve this issue, follow these steps:

1. Log in to your server and navigate to __swift/config/.
2. Open theconfig.phpfile.
3. Make sure the database username, password, and DB name are entered correctly in their respective line.
   
4. Save the file when done.

NOTE: If the DB credentials are correctly entered in theconfig.phpfile, check if the DB user has all privileges granted. If you need help setting up your database or configuring a user account, refer to your server configuration tool's documentation.