# Upload Database --- In most cases, Roon Support can investigate issues using a variety of automated diagnostic tools. However, in rare cases we may need you to send us you your entire Roon database -- this is not something we do regularly, so thank you in advance your patience and help getting these files over to us properly so we can resolve your issue as quickly as possible. ## Step 1 - Find your database folder Your database will be in a folder called either: - `/Roon/` _(if you are running your Core in Roon on a Windows or macOS device)_ - `/RoonServer/` _(in most other cases, including cases where you are running RoonServer on Windows or macOS, or if you are running Roon in Linux, or on Roon OS devices like Nucleus or ROCK )_ Instructions about finding your database can be found [here](https://kb.roonlabs.com/Database_Location) ## Step 2 - Zip Up The Entire Roon or RoonServer Folder Once you find the Roon or RoonServer folder, **you will need to zip the entire folder in 1.5gb pieces**. #### On Windows: Please compress it into a zip/archive folder using [7zip](https://www.7-zip.org/). After installing 7zip, this can be done by right-clicking the Roon or RoonServer folder, pressing “Add to Archive” and typing 1500M into the box that says split into volumes: <img src='http://roon-kb.s3.amazonaws.com/1a7257d7-8a83-4c65-8d11-5e3ab788e7f6.png'/> After that has been done, 7zip will have created a primary .ZIP file and additional sub-zip files if your database is over 1.5GB. You might see only one Roon.zip file, and that’s ok as well if your database is under 1.5GB. Afterwards, please upload all of those .Zip files and .001-.00X files to an online transfer service such as Dropbox (https://www.dropbox.com), Firefox Send (https://send.firefox.com/) or WeTransfer (https://wetransfer.com/) and provide the upload link to our staff. #### On macOS: 1. Download [iPackr](https://itunes.apple.com/gb/app/ipackr/id435932420?mt=12) 2. Zip up your Roon or RoonServer folder to 1.5gb chunks using the Split To Archive option ## Step 3 - Sending Roon Your Zipped Database File(s) Once you've zipped your database up, please chose one of the following methods for providing us the file(s): - Use a [shared Dropbox link](https://www.dropbox.com/help/files-folders/view-only-access) or - Use [WeTransfer](https://wetransfer.com/) to email the files to `contact [at] roonlabs.com` Once you've sent the files, make sure to let Roon Support know you've sent them, and we'll be in touch soon to confirm receipt. Thanks for your patience!
Page last changed Thu May 30 2019