How Do I Upload a Database?

Here are instructions for uploading your database to our secure server.
DO NOT modify the text of your original ticket. See below:

How are files uploaded?

Files are uploaded to a secure area in our support ticket system. This FAQ describes how this is accomplished. You must have a support ticket to upload a file. You can upload a file with a new ticket or existing ticket.

Which file do I send?

The database file name is ESPDatabase.mdb
(Do not send the ESPDatabase.ldb - this is the "lock" file and indicates ESPlanner is running. Close ESPlanner before trying to upload the database).
Advanced users may have renamed the file - that is OK.

How do I find the database file?

1. Open ESPlanner
2. click Menu HELP
3. Choose SUPPORT
4. click the tab Customize ESPlanner
5. Look at the bottom of the page. The directory & filename is listed there following the word "Source="
6. Right click on that directory text and copy the text following "=" like this: press the left mouse button and drag to highlight the text after "=" then, while the mouse is over the highlighted text, press the RIGHT mouse button and choose COPY from the list.
7. CLOSE ESPlanner

You can use a program like WinZIP to compress the file before uploading to speed the process.

For a new ticket, follow these instructions

1. Login to the web site
2. Go to the support area and create a support ticket
3. Fill out the support ticket
4. Find the panel labeled "File Upload" . You may have to scroll down to see it!
5. (OPTIONAL) Paste your text as instructed above into the file area on the ticket to upload the file. Find the text area next to the BROWSE button and RIGHT click again while the mouse is over that text area. Now, click PASTE.
6. click UPLOAD
7. After the file uploads and you are done filling in the support ticket, click the SAVE button at the bottom of the form.

For an existing ticket, follow these instructions

1. Login to the web site
2. Go to your existing ticket. There is a link to the ticket in e-mail sent to you.
3. Click the EDIT tab
4. Find the panel labeled "File Upload" . You may have to scroll down to see it!
5. Use the BROWSE button you see there to find your database file
6. (OPTIONAL) Paste your text as instructed above into the file area on the ticket to upload the file. Find the text area next to the BROWSE button and RIGHT click again while the mouse is over that text area. Now, click PASTE.
7. click UPLOAD
8. After the file uploads, click the SAVE button at the bottom of the form .
9. IMPORTANT: DO NOT ADD TEXT OR MODIFY TEXT IN YOUR YOUR ORIGINAL TICKET. AFTER you click SAVE, please leave a REPLY to update your ticket. Otherwise, we will not receive notification.

Make sure to identify what profile should be looked at

If you have more than one profile in the database, identify which one we should be looking at. Please let us know how to reproduce the problem.

What files can I upload?

You may use this method to upload your database, PDF report, logfile, or other file for us to look at.

Be certain to leave a comment/reply

If you do not leave a comment or reply, we won't know there's been a file uploaded. Post the file, click save and THEN leave a comment. Thanks!