Backup Procedures and Troubleshooting

Backup Procedures

12d Synergy Pty Ltd does not provide an official backup solution for 12d Synergy – it is the responsibility of the IT team managing the server to provide their own backups.

However, the following data must be backed up:

1. The SQL Server database and/or transactional log
2. All files in your File Store locations
3. All files in the index location

Troubleshooting

Error Logging

Any errors that are generated will be logged to the Windows Event Viewer, under Application. This can be accessed from the Windows Control Panel, under Administrator Tools. 

What to do 

If the service won’t start

1. Check the Event Viewer – are any errors being shown?

If the service is started but users can’t connect

1. Check the Event Viewer – are any errors being shown?
2. It’s possible SQL server may be having trouble – restart SQL Server
3. Check for any hanging events in the Event Queue – cancel them
4. Restart the 12d Synergy Service

If the service is crashing

1. Disable any task libraries you may have running
2. Check the Event Viewer for errors
3. Consider restarting the physical machine

If a user’s client is sitting at a ‘please wait’ window

1. Check the Event Queue for any hanging / crashed events – cancel them
2. Restart the 12d Synergy Service