Securely Sending a Database Backup to Support

Overview

You may be asked to send a database backup as part of a support ticket, to allow the AJB Systems Support team to replicate your issue and provide a solution. 

These backups are only intended for investigating support issues and are not a replacement for creating your own local backups.

Creating and Sending the backup

1. Load the database you wish to make a backup of, if not already loaded.
2. From IFP Home select Help and Support > Send Database Backup to Support...
3. Add notes to inform support of the reason for the backup.
4. [Optional] Insert your support ticket number if you have one. You can find this on your email notification. 
5. Enter your email address
6. If you specifically need to include your data files, check the Include Data Files box (this is available from IFP 3.3.9 onwards - in versions before this, data files are included automatically).
7. [Optional] Check/uncheck the Send audit log box - usually sending the audit log will help us in resolving your issue quicker, so check this if possible (this is available from IFP 3.3.9 onwards - in versions before this, audit log would need to be sent separately).
8. Click Send backup.

Your database backup will be securely transferred to support who will then look into your issue.

If a backup fails to upload (older versions of IFP or .Net) then you can Save Backup on the Send Database Backup to Support dialog. This will create a secure backup which can then be sent to support by any means, e.g. email.

Security

Your backup will be encrypted using industry-standard techniques and securely transferred to AJB Systems Support. Only AJB Systems Support can open your database backup. 

Video Tutorial

How to send a database backup to support in under 60 seconds.

Sending a Local Backup to Support

If you need to send a Local Backup to Support you should do the following:

1. From IFP Home select Databases/Files > Database Manager > Backups
2. Select the Local Backup to send from the backups list
3. From the Toolbar select Tools > Send to Support and then continue as Step 3 above.