Uploading your KC and/or QuickBooks database to support**
Uploading a backup of your KC database to support is easier
than ever! There may be times when support requests a copy of your database to
be uploaded for duplication of an issue, repair, analysis of an error by
development or other circumstances. Please follow the below ONLY if
requested by support. Sending in databases that are not requested, will go
unnoticed.
*This will upload your KC database and all the log files
for the KC software so no separate action is needed for log uploads.
(Must be on KC version 7.07.18 or newer for this utility. If
not, please click HERE for the old upload instructions.) Your version of
KC will be displayed in bottom right corner.
IMPORTANT: Due
to SQL security restrictions, you MUST backup and upload your KC database from
your host/server machine.
Let's get started!
From inside Kennel Connection on your server/host machine:
Click on the utilities menu option at the top and then
choose "Backup & Upload".
When the backup and upload window opens, the upload section
will be on the bottom. Complete the following:
- Requested By: Choose the KC support agent who asked you to upload. (Do not upload if you were not advised to.)
- Steps to reproduce: Enter in exact details to explain the issue and how to duplicate it. (Not providing this info could cause ticket to be removed and not providing accurate and detailed info could delay resolution.)
- Finish! If this is just a KC database upload and not related to any QuickBooks sync in anyway, you can now click the upload button. Your database, KC logs and details will upload to support and you can close out of this window. If this is related to a QB sync issue, please see below.
QUICKBOOKS Company File Upload:
IMPORTANT: To upload your QB company file, you MUST be
on the computer where that QB file is located. This tool will use the path to the QB file that is
specified in your KC software for the direct sync and automatically locate your
QB file. If you are not on that computer, please move to it and start
this process over OR If you have another current copy or backup of your QB
company file with you that you would like to upload, please click the little
browse (...) button to navigate to and select your QB company file for
upload.
Let's get started!
- Place a check mark in the "Include QuickBooks file" option (If you have your QB file password protected, be sure to include the user id and pw you use to login to QB in the "steps to reproduce" field above.)
- Finish! If you are on the computer that has the QB company file you sync KC to, it will automatically select it. Simply click "upload" to upload the files to support and you can close out of this window.
Optionally: If you are on a different
computer than where you normally sync KC to QB but you have a copy of
the QB file, please click the browse (...) button, navigate to the company
file, select it and then click the "upload" button to upload the file
to support.
*Note that if you upload your QB file from a computer that
does NOT have the KC database it will tell you that it cannot find the KC
database but ask you if you want to upload the QB file anyway. Choose
yes.
Related Articles
Creating a database backup
If you're looking for instructions on how to upload your database to support, click here: Uploading your database to support Creating a database backup is easier than ever. (Must be on KC version 7.07.18 or newer for this utility. If you do not see ...Quickbooks DirectLink installation instructions
The QuickBooks DirectLink connects Kennel Connection to QuickBooks and will sync over clients, invoices, receipts, vendors and inventory. The DirectLink will only work with the desktop version of QuickBooks. It does not work with the online version. ...Installing & Syncing to QuickBooks 2022, 2023 and Other QB Versions.**
Intuit has changed the way QuickBooks Desktop installs in the 2022 and up versions and will require a special step during the QB install in order to sync with third-party applications like Kennel Connection. While we do not support QuickBooks or ...KENNEL CONNECTION SUPPORT AGREEMENT
SOFTWARE CONNECTION SUPPORT AGREEMENT Support is available per the guidelines below. Talk live to one of our technical support representatives by dialing (888) 486-4343 (option 2 for software support & option 3 for credit card processing support). If ...What types of files can I upload?
If you or your clients are trying to upload images or documents to Live Access or Client Portal, here is what file types are allowed: { "png", "jpg", "jpeg", "pdf", "doc", "docx", "xls", "xlxs", "txt", "zip" }; If you need assistance on uploading, ...
After-Hours Emergency Support
For use ONLY outside of business hours. (Mon-Fri, 8am to 7pm ET).
To avoid any delay, be sure to search this knowledgebase for your issue prior to submitting a ticket. Most answers can be found here.
If you're issue does NOT consist of one of the following, please email support@kennelconnection.com with your issue to create a ticket and someone will get back to you on the next business day.
- Kennel Connection Desktop - Will not open on any machine including server.
- KC-Cloud - Cannot login/spinning and you've verified you have Internet.
- KC Online Reservations - Clients are getting an error upon login or cannot book ANY reservations.
- Hello-Groom - Cannot login/spinning and you've verified you have Internet.
- Credit Card Processing - Cannot take payments at all from any method.
- PawLoyalty - Cannot login/spinning or extreme latency and you've verified you have Internet.
*Utilizing the emergency support for non-emergencies will not receive a call back.
*Users without a valid subscription will not receive a call back and will need to speak with a sales representative on the next business day.
Please view support agreement for more information