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Troubleshooting: exporting the configuration/provisioning database - Connect IT Community | Kaseya
<main> <article class="userContent"> <p><strong>QUESTION:</strong></p> <p>How do I export the configuration/provisioning database?</p> <p>Occasionally, to troubleshoot an issue, the provisioning or configuration database may be required to be reviewed.</p> <p><strong>SOLUTION:</strong></p> <p>Please post attachments to an existing support ticket or open a new support ticket.</p> <p>Please note - <TRAVERSE_HOME> refers to the Traverse installation directory<br> - replace YYYYMMDD as appropriate with the year, month and date</p> <p>Additionally, the audit.log from the BVE (<TRAVERSE_HOME>\logs\webapp) will be required to be reviewed.</p> <p><strong> This process does not require any components to be shut down. </strong></p> <p> </p> <p><strong>On Windows:</strong></p> <pre class="code codeBlock" spellcheck="false" tabindex="0">cd <TRAVERSE_HOME>\apps\poet\bin<br>ptxml -export -file provdb-YYYYMMDD.xml -server localhost -base provisioning > provdb-YYYYMMDD.txt 2>&1 </pre> <p>The above command creates the provdb backup in <TRAVERSE_HOME>\apps\poet\bin.</p> <p>To redact the password, please follow the additional instructions below.</p> <p>Then please zip together and attach</p> <p>* provdb-YYYYMMDD.xml<br>* provdb-YYYYMMDD.txt<br>* <TRAVERSE_HOME>\logs\webapp\audit.log<br>* <TRAVERSE_HOME>\database\backup\backup_provisioning.xml</p> <p>to the appropriate support ticket for analysis.</p> <p> </p> <p><strong>On linux</strong> (please note the backtick ` are to be typed in as is for the export LD_LIBRARY_PATH command below):</p> <pre class="code codeBlock" spellcheck="false" tabindex="0">cd TRAVERSE_HOME/apps/poet/lib # Replace TRAVERSE_HOME with your actual Traverse install folder<br>export LD_LIBRARY_PATH=`pwd` <br>cd ../bin <br>./ptxml -export -file /tmp/provdb-YYYYMMDD.xml -server localhost -base provisioning > /tmp/provdb-YYYYMMDD.log 2>&1<br>cd /tmp <br>zip provdb-YYYYMMDD.zip provdb-YYYYMMDD.xml provdb-YYYYMMDD.logsu <br></pre> <p>To redact the password, please follow the additional instructions below.</p> <p>Then please tar/compress together and attach</p> <p>* the provdb-YYYYMMDD.xml<br>* the provdb-YYYYMMDD.log<br>* <TRAVERSE_HOME>/logs/webapp/audit.log <br>* <TRAVERSE_HOME>/database/backup/backup_provisioning.xml </p> <p>to the appropriate support ticket for analysis.</p> <h3 data-id="for-version-9-5-187-credentials-removal-is-no-longer-required-as-the-passwords-are-now-masked-in-the-provisioning-database"><strong>For version 9.5.187, credentials removal is no longer required as the passwords are now masked in the provisioning database.</strong></h3> <p><strong>Credentials removal:</strong></p> <p>For security reasons, we recommend after the steps outlined above, to download the attachment and run the following instructions:</p> <ul><li>Unzip the attachment under <traverse_home>\utils\ (same folder in Linux)</li> <li>Run in a command line window (shell in Linux):</li> <ul><li><traverse_home>\utils\remove_passwords.pl provdb-YYYYMMDD.xml</li> </ul><li>Note for Linux make this script executable with 'chmod +x remove_passwords.pl'</li> <li>The output that would be provdb-YYYYMMDD.xml.tmp file with all the passwords altered with the word "redacted"</li> <li>Repeat this process with T<a rel="nofollow" href="https://kaseya.vanillacommunities.com/kb/articles/aliases/kaseya/agent/tickets/225919">RAVERSE_HOME>/database/backup/backup_provisioning.xml</a> </li> <li>Kindly zip this file with the rest of the files outlined above (<TRAVERSE_HOME>/logs/webapp/audit.log and the redacted <T<a rel="nofollow" href="https://kaseya.vanillacommunities.com/kb/articles/aliases/kaseya/agent/tickets/225919">RAVERSE_HOME>/database/backup/backup_provisioning.xml</a>)</li> </ul><p> <strong>RELATED TO:<br></strong><a rel="nofollow" href="https://kaseya.vanillacommunities.com/kb/articles/aliases/kaseya/hc/en-gb/community/posts/219184748-Traverse-How-to-safely-import-restore-a-customer-provisioning-database">TRAVERSE: HOW TO SAFELY IMPORT (RESTORE) A CUSTOMER PROVISIONING DATABASE</a></p> <p><strong>ATTACHMENT:</strong></p> </article> </main>