Send a backup file to Synergy Support

The Synergy Support team have requested that you send a copy of your Synergy Backup file. The backup file must be zipped and added to the helpdesk call in Synergy Cloud Services > Support.

Tip: Please do not add your company name to the file name.

Step 1: Create the Backup

Tip: You will need to complete this step on the Synergy server. The file extension must be a .zip.

ClosedComplete the following steps
  1. Open Synergy on the database server.
  2. Go to File > Database > Database Backup.
  3. Select Quick backup. Complete the fields as follows:
    1. Backup folder – leave as the default.
    2. Backup name – type the name of the backup file. Please include the work 'Backup' in the file name.
    3. Click Finish.
  4. When complete, the backup directory will open.
  5. Zip your backup (right mouse click > send to > compressed file).

Step 2: Attach the backup file to the HelpdeskCall

ClosedComplete the following steps
  1. Click here to open the Total Synergy Helpdesk.
  2. A login screen for Synergy Cloud Services will be shown.
  3. Login using a Microsoft (Windows Live ID), Google, or Yahoo! account that is linked to your Synergy business email address.
  4. Helpdesk Calls List will open. Or click the expanding menu button in the top right of the toolbar, and select 'Support' to open the helpdesk.
  5. Locate the helpdesk call number in the list, and click on the call to open it.
  6. In the Attachments panel click the Add button .
  7. Select the 'Add files' button to locate the backup file, or drag and drop the file onto the Attach Files window shown.
  8. Press the 'Start all uploads' button. This process may take a few minutes to complete.
  9. When the upload is shown as 'Complete', click the 'Close' button on the Attach Files window.
  10. (Optional) Add any extra detail about the attachments added as a Note. Click the Add button in the Note Panel to add a new note to the helpdesk call.
  11. Click the Save button to close the helpdesk call.

Tips:

• Total Synergy Support will be automatically notified when you add a new attachment or note to the helpdesk call.

• If you need urgent assistance please email support@totalsynergy.com.au to notify you have completed the backup file upload to the helpdesk, quoting the Help Desk Call# in the subject line.

Step 3: Download your backup file from the Total Synergy Helpdesk

ClosedComplete the following steps
  1. When the Total Synergy Support Team has added the Backup file to the helpdesk call you will receive an email from the helpdesk.
  2. In the 'Link' field click the text 'open this call'.

Click the image above to view a sample of a Updated Helpdesk Call Email.

  1. Or click here to open the Helpdesk, and then locate the helpdesk call.
  2. In the Attachment panel locate the backup file named "Restore".
  3. Download the restore file by:
    1. Click on the file name to download it. By default the file will be saved to the 'Downloads' folder.
    2. OR Right mouse click the file name and select 'Save Link As' from the menu. Choose a location on your network to save the Synergy Restore file to.
  4. Browse to the location of the Restore file, and then unzip this to the Synergy folder on the server.

Step 4: Restore a backup file

Tip: You will need to complete this step on the Synergy server.

ClosedComplete the following steps
  1. Open the Synergy on the database Server.
  2. Select File > Database > Database Restore.
  3. Browse to the backup file downloaded and unzipped earlier, select the file and click Save.
  4. A message will prompt you are about to override the existing synergy database, click Yes.
  5. The Synergy database has now been restored. You can now resume using Synergy.

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