If you can access your server's command line, I would suggest using one of the built in MySQL tools which should give you more feedback on the problem. First, try the mysqlshow client app to get a list of databases on the remote server which you can access.

shell> mysqlshow -h hostname -u username -p password

You should get either a list of databases you can access, or a connection error message. This information should give you more details for when you contact support.

If the tables you need to access are listed, try running queries directly, using the MySQL client.

shell > mysql -h hostname -u username -p password database_name

You should be able to test various queries directly once you are connected. The error messages you encounter can help your support correct the issues.

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