Exporting database and information (support bundle) for troubleshooting

Information we need for troubleshooting

For certain types of issues, we ask you to export your database (vault) and other information from DDM so that we have a solid 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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You will now be prompted to choose where the database should be exported. For simplicity, we choose to place it on the Desktop

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Once the export is complete, you will see this dialog box, then click on OK

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Now we go to the location where the database was exported, right-click the Vault folder and select Send to > Compressed (zipped) folder

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

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Exporting 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 with an Administrator account. 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 the file format is selected as shown in the image. (3) Then select Support Bundle. Followed by OK (4).

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