Exporting database and information (support bundle) for troubleshooting purposes

For certain types of errors, we want you to export your database (vault) and other information from DDM so that we can get a good basis for troubleshooting. This post describes how to generate this information and send it to us.

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Exporting a database

To export your database, you first need to log in to DDM Administrator. Then go to the Maintenance tab followed by DB Export:

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Under the heading EXPORT DATABASE, click on Export Database

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Now you can choose where to export the database. For the sake of simplicity, we choose to place it on the Desktop.

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When the export is finished, you will see this dialog box, then press OK.

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Now we go to the location where the database was exported, then right click on the Vault folder and selectSend to>Compressed Folder

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This compressed file, including the information we generate in the next step, should then be sent to us at support@ solidmakarna.se.

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Export information (support bundle)

The support package is a data-protected export of specific objects in a format that helps support to recreate a live system and reproduce a problem. To export your support package, you first need to log in to DDM Office. Locate the file to be sent, then right-click on it and select Send To>File system.

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In the dialog box that appears, first select (1) the path where the files should be created. (2) Make sure that the file format as shown in the picture is selected. (3) Then select Support Bundle. Followed by OK (4).

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Then compress this folder also in the same way as above. Then send these files to us at support@ solidmakarna.se