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How to make Duplicati tickets

this is mostly for night shift agents

Depending on the issue, a Duplicati backup can take around 30 minutes to 1 hour.

Step 1: Open the ticket
Go to the ticket in Duplicati and click “View more,” then click “Backup delayed” (from there and above).

Step 2: Check each issue
You will see backups in different colors:

  • Red: There’s an issue. Check if the server is offline. If it’s offline, copy the server name and paste it in the notes with the word “Offline.”

  • Yellow: The backup ran but took longer than usual.

  • Green: Everything is good, don’t touch it.

If a customer has been offline for a long time, it means they’re no longer with our service and you don’t need to add them to the notes.

Step 3: Waivers and files backup error
If you see a “Waivers and Files Backup Error,” do the following:

  1. Enter the database.

  2. Open Chrome and type localhost:8200 (some servers use localhost:8300).

  3. Run the backup manually by clicking “Run now.”

  4. If you get an error in Duplicati, look for it in the KB, fix it, and add a quick note in the ticket explaining how you solved it.

  5. If the backup downloaded successfully, copy the server name and put it in the notes with “Task currently running.”

If the backup ran successfully but the report still shows red, copy the last successful backup and paste it in the notes.

Reference KB link:
https://clubspeed.freshdesk.com/a/solutions/articles/47001101303

Step 4: Check for inactive servers
Sometimes servers are still online even though the customer is no longer active. To confirm this, go to the database, open SQL, and check Clubspeed logs. If there are no recent logs, it means they’re no longer a client.

Known server notes:

  • AIRMELBOURNE has an issue with Duplicati. Nestor asked us not to touch it.

  • AKALBION has its own service. Do not touch.

  • HVIKMEDINA only works on Thursdays. Reason unknown.

  • K1 BLUFFTON is actually INDY KARTING. They are not our clients.

  • LMKGREENVILLE cannot run backups. They don’t want to upgrade their server.

  • NIRMONTVILLE only works on Thursdays. Reason unknown.

  • NPCE EDINBORO only operates from April to October. If their server is offline, add in the notes “Closed for the season.”

If the backup ran successfully and shows red in the report, copy the last successful backup and paste it in the notes.