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Exporting a Backup Database and Diagnostic Log on iOS

Generate a database export from the Fulcrum iOS app and share them with Fulcrum Support for troubleshooting.

Written by Ashwin Pillai

When Fulcrum Support is troubleshooting an issue on your account, they may ask you to send a database export and a diagnostic log file from your iOS device. This article walks you through generating both files and getting them to Support so they can continue investigating your issue.

Exporting Your App Database

  1. Open the Fulcrum app and tap Settings in the bottom navigation bar.
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    Fulcrum Home screen with Home and Settings tabs in the bottom navigation bar

  2. Scroll down and look for Data Management, tap Export Database.

    Settings screen scrolled to Data Management, showing Reset Records Cache, Clear Synchronized Files, Clear Default Record Values, and Export Database

  3. Tap Export (Data Only). The screen displays "Exporting" while the file generates.

    Export Local Database dialog with Export (Data Only), Export (Data + Media), and Cancel options

    NOTE: If your issue is related to media (such as photos or attachments not syncing or displaying correctly), select Export (Data + Media) instead. This includes media files in the export, which can help Support diagnose media-specific issues.

    This export can take several minutes, and can produce a large file. Do not close the app or let your screen lock while it's in progress.

  4. Once the export finishes, tap Share.
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    Export Successful dialog showing the generated file name with Done and Share buttons


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  5. Tap Save to Files, then choose a location to save the file.

    iOS share sheet showing the exported zip file with a Save to Files option

  6. Make a note of where you saved this file, since you'll need it later. You can rename the file if you'd like.


Sending the Export to Support

Once you've saved the export, email it to [email protected] or send it through your live chat with Fulcrum Support.
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NOTE: If the file is too large to send by email or chat, you have a few alternatives:

Sending Diagnostic Logs (Only If Requested by Support)

In some cases, Fulcrum Support may also ask you to send a diagnostic log file. Only complete this section if you've been specifically asked to do so.

  1. Open the Fulcrum app and tap Settings in the bottom navigation bar.

  2. Tap Diagnostics.

  3. Tap Send Logs.

  4. Tap Save to Files, then choose a location to save the file. You can rename the file, just remember where you saved it.

  5. Email the diagnostic log file to [email protected] or send it through your live chat with Fulcrum Support.
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Notes

  • Let your Fulcrum Support representative know once you've completed these steps so they can review the uploaded files and continue the investigation.

  • If any step fails or a file won't export, confirm your device has an active internet connection and try again.
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