---
title: "Backup Procedures and Troubleshooting"
slug: "v4backupproceduresandtroubleshooting"
tags: ["backup", "troubleshooting"]
updated: 2023-09-22T05:54:35Z
published: 2023-09-22T05:54:35Z
canonical: "help.12dsynergy.com/v4backupproceduresandtroubleshooting"
excludeFromSearch: true
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.12dsynergy.com/llms.txt
> Use this file to discover all available pages before exploring further.

# 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