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Creating a Database Backup for xTuple Support

One of the many benefits of having a commercial support contract with xTuple is that when you have a question, or experience a problem, you have a team of problem-solvers at your fingertips. While some questions can be answered based on the details you provide in a support ticket, many times your inquiries will require our team to run tests and check settings in order to identify the root cause of the issue. When this happens, we will ask for a backup of your database.

Not sure how to create a backup of your database? We've got you covered. You'll need admin access to pgAdmin (an easy-to-use database administration tool), as well as required login information for the xTuple Support Uploads page. Then, you can follow these steps to create and upload your backup:

  1. Open pgAdmin.

    Database administration tool pgAdmin, version 3

  2. Connect to the database you want to make the backup of.
  3. Right-click on the database and select "Backup."  
  4. On the Backup database screen, fill out the Filename field with your incident number. pgAdmin should add the needed file extension ".backup" to your file name.  However, if this is not added automatically, be sure to add it.

    Saving backup file to your file system

  5. Then click the browse [...] button to select where to save the file. You'll want to save the file somewhere you can easily access it, such as your desktop. 
  6. Make sure that the file name ends in ".backup" and that the Format field is the same. 
  7. For the Rolename, select Admin.   
  8. Then, click the Backup button. 
  9. At this time, the screen may switch to the Messages tab.
  10. A short message may appear along with a file on your desktop (or wherever you saved the .backup file). However, you'll need to wait a few moments for the database to complete the backup.
  11. The end of the message should state "Process returned exit code 0." If you receive a different message indicating multiple errors, then there may be a problem with your backup. Contact your xTuple support representative for help.
  12. Now, in a browser, navigate to https://support.xtuple.org and use the login credentials provided to you by the xTuple support team.
  13. Click on the green ADD BACKUP FILES button. 
  14. Select your .backup file and click CHOOSE.  
  15. A new UPLOAD button should appear on the page below the progress bar. Click the UPLOAD button. 
  16. Once selected, you'll see the progress bar on the web page, indicating the status of to show your upload. Depending on the size of your database, this may take some time. [NOTE: Special arrangements will be made if your database exceeds the maximum file size.]
  17. You'll know that your backup has been uploaded once the progress bar is full and there is a link to your backup file. 

The xTuple support team will be notified when the backup has been uploaded, but feel free to comment on your support ticket that you've completed the upload of your backup.

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