DBAegis Knowledge Base
Start with the checks below, then open a ticket with the exact job details and sanitized evidence if the issue continues.
01
Build a useful support ticket
A complete first report reduces back-and-forth.
- DBAegis edition and exact product version.
- Database engine, version, deployment type, and operating system.
- Backup or restore job ID, ticket-relevant timestamps, and timezone.
- Expected result, actual result, business impact, and steps already attempted.
- The smallest relevant log excerpt or screenshot, sanitized before upload.
Never upload secrets or production data. Remove passwords, tokens, private keys, connection strings, personal information, and database contents. Rotate any credential that was exposed before submitting the ticket.
02
Backup failures
Separate connectivity, native-tool, storage, and permission failures.
- Identify the failed job. Record its backup ID, start time, database connection, destination, and first meaningful error.
- Check the database path. Confirm DNS, port access, TLS settings, service credentials, and database permissions from the DBAegis host.
- Check native tooling. Verify the expected database client or backup tool is installed, executable by the DBAegis service account, and compatible with the database version.
- Check the destination. Confirm free space, write permissions, configured bucket or container, region or endpoint, and credential validity.
- Retry once after the cause is corrected. If it fails again, attach the new job ID, relevant runtime log, and engine stderr to a ticket.
03
Restore and validation failures
Treat every restore target as a deliberate, reviewed destination.
- Verify the target. Confirm the selected server, database name, isolation, available space, and approval before retrying.
- Verify the artifact. Confirm the source backup exists, is readable, matches the intended engine, and completed successfully.
- Check compatibility. Review database and native-tool versions, encryption or compression requirements, target permissions, and any restore remapping.
- Preserve the failure evidence. Record the restore job ID, source backup, target, timestamp, first error, and validation step that failed.
Production safety: do not repeatedly retry a destructive production restore. Use an isolated validation target and a reviewed recovery plan whenever possible.
04
Database connection issues
Test from the DBAegis host, not only from an administrator workstation.
- Resolve the configured hostname and reach the database port from the DBAegis server.
- Confirm the username, authentication method, database or service name, and required database privileges.
- For TLS, check the CA chain, certificate hostname, server-name setting, protocol requirements, and system clock.
- For SSH-mediated operations, check the host key, remote account, sudo policy, command paths, and non-interactive permissions.
- Run the product connection test and capture the exact sanitized error.
05
Cloud storage failures
Validate identity, endpoint, permissions, and object path independently.
- Confirm the selected destination type, bucket or container, prefix, region, and any custom endpoint.
- Verify the assigned identity can list, write, read, and delete objects as required by the configured workflow and retention policy.
- Check credential expiry, workload identity or instance role attachment, network egress, proxy rules, DNS, and time synchronization.
- Run the destination test and include its sanitized output, provider request ID, and timestamp in the ticket.
06
Installation, upgrade, and air-gapped deployments
Capture the environment before changing it again.
- Record the installer or package version, Linux distribution and release, architecture, and current DBAegis version.
- Confirm prerequisites, service status, listening port, configured paths, file ownership, and available disk space.
- For upgrades, preserve the required backup and review release-specific instructions before retrying.
- For air-gapped systems, confirm the offline bundle is complete and no step depends on an external package repository or CDN.
- For licensing or access issues, include the edition, non-secret license status, account email, and exact message—never the license secret itself.
Still blocked?
Open a support ticket
Send the checklist details and sanitized evidence through your customer account. Response targets depend on your applicable support agreement.