How to Submit Databases to Support

Overview

In this guide, we'll walk you through the process of uploading your databases to our Support team. 

Automated method

Do the following to zip up the database and log files for the respective product. The command output lists the location of the resulting .zip file and will also open the target output folder in a Windows File Explorer window for you.

• Run the following command(s) in an elevated CMD or PowerShell prompt:
  • pdqdeploy senddatabase
  • pdqinventory senddatabase
• Rename the .zip file(s) to include your ticket number.
• Upload the file to us using this form: PDQ Box - Submit Files
• Reply to your ticket letting us know that the file(s) have been uploaded.

Manual method

• First steps:
  • Close PDQ Deploy and PDQ Inventory if they are running.
  • Open services.msc and stop the PDQ Deploy service and the PDQ Inventory service.
• For PDQ Deploy:
  • Create a folder in a location of your choosing and name it Deploy_Database_%TicketID%
  • Navigate to the PDQ Deploy database location, usually C:\ProgramData\Admin Arsenal\PDQ Deploy
  • Copy the Database.db, log.db, and console_summary.txt files to the Deploy_Database_%TicketID% folder.
• For PDQ Inventory:
  • Create a folder in a location of your choosing and name it Inventory_Database_%TicketID%
  • Navigate to the PDQ Inventory database location, usually C:\ProgramData\Admin Arsenal\PDQ Inventory
  • Copy the Database.db, log.db, and console_summary.txt files to the Inventory_Database_%TicketID% folder.
• Get PDQ Event Logs:
  • Follow the instructions here, and add the resulting EVTX file to the folder you will zip:
    • Create Event Viewer Log Files to Filter PDQ Events
• Upload the files:
  • Compress both folders and the EVTX file into a .zip file.
  • Name the compressed file with your ticket # (Example: my_sad_database_%TicketID%)
    • Split the file into parts if the size compressed exceeds 15GB
  • Upload the file to us using this form: PDQ Box - Submit Files
  • Reply to your ticket letting us know that the file(s) have been uploaded.