How do I send our support log files and database to i-lign?

Occasionally, the i-lign support team will need files from your i-lign installation to help diagnose a problem you might be having.

There are several ways to send the support and database files:

1 - Send automatically via the System Support Screen

This will create a zip file of the i-lign database and/or log files and automatically upload it to the i-lign website. If the upload fails because your proxy server and firewall prevent the i-lign server from making a connection, the application will try to email it to the i-lign Support Team. You must have specified a mail server in your application configuration settings, and the email may not actually be delivered if it is blocked by your mail server.

This can be done by anyone with access to the Systems Support Screen

1. Go to Corporate > Administration > Systems Support to display the Systems Support screen.
2. Tick the check-boxes to create a backup of the log files, the database files, or both.
3. Click OK.(For large databases this may take several hours.)

The Systems Support screen will display a message that your backup has been successfully sent to the i-lign Support Team.
 

2 - Upload a backup through the i-lign website

Some organisations have a file size restriction for outgoing mail that may prevent emailing the database backup to us. In this event, files that are 45MB or less can be uploaded through the i-lign website.

This process must be carried out by your i-lign database administrator who has access to the i-lign database and system files.

Refer to the Knowledgebase topic Upload a backup through the i-lign website for more details. (Note that the topic is restricted to i-lign.com users who are registered application downloaders. Please contact us if you need to arrange this.)