How do I send a copy of my database to the Support Team?

There are times when it might be necessary for our Support Team to get a copy of your database in order to diagnose an issue. You can rest assured that we treat your data very carefully and maintaining your privacy is our top priority. That said, let’s walk through the steps of sending us the database.

  • Step 1 – Copy the database from your device to your Mac/PC
    • Connect your device to the Mac/PC running iTunes
    • Once you see the device listed in the iTunes menu, click on it
    • Now click on “Apps” in the menu along the top of the device information screen in iTunes
    • Scroll to the bottom of the screen where you will find the iTunes File Sharing section
    • Scroll through the apps there until you find Pain Tracker and click on the icon. You will now see the contents of the application’s documents directory listed in the box to the right. It should look something like this:

      iTunes File Sharing showing CPT database file

      iTunes File Sharing showing CPT database file

    • The file we are interested in is the “CPT_PrimaryDiary.sqlite”. Click on the file to select it and then click on the “Save To” button. Choose a location on your Mac/PC to temporarily store the database file.

  • Step 2 – Send the database file to Chronic Stimulation

    • You have a couple of methods available for sending the database file to us for review. You can learn more about each one on our Support Request options page.
    • Sending via E-mail
      • If your database file is fairly small, it may be easiest to just attach it to an e-mail
      • Unfortunately, some e-mail providers don’t like large files and they’ll prevent your e-mail from being sent. If it fails to deliver, then contact us and we’ll arrange for an alternative method of transfer.
    • Attaching to a Support Ticket
      • Our new online Support Ticket system can give you the option of uploading a file up to 100MB in size. You can send the database file either in the uncompressed (“.sqlite”) format or as a compressed (“.zip”) format.
    • Sending via FTP or shared cloud link
      • For very large files or if you’re having trouble getting your email system to send the database, we can also work with you to coordinate other methods of exchanging the file. No problem, just contact us and let us know what options are available to you (eg. Dropbox, Google Drive, etc) or to coordinate on the FTP submission.