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Support GuideLast updated: 2026-01-25

SmartBackup Troubleshooting Guide

The SmartBackup Troubleshooting guide is an aid for SmartBackup Administrators that can be used when you encounter issues with SmartBackup. Consult this guide before contacting AcuWorkflow for support.

📄 Download SmartBackup Job Troubleshooting Procedures (PDF)

Unless otherwise stated, AcuWorkflow Support is via email and on a best effort basis, attempting to resolve issues within a 24 hour cycle. AcuWorkflow does not warrant that its products are defect free; however, AcuWorkflow does endeavor to fix its products to work as designed. It is important to note that our clients play a key role in this effort.

Upgrade Terms

  1. All updates, fixes, and enhancements are included free of charge in the annual subscription.
  2. While AcuWorkflow does make updated versions available, it is up to the customer to decide if they would like to install the upgrade or continue with the current version.
  3. However, AcuWorkflow does recommend updating the software at least once a year around the annual renewal time.
  4. The actual upgrade process consists of downloading the new version and running the installer, then selecting the “Upgrade Installation” option.

Please see section in Release Notes.

Upgrade Process

If you have decided to do an Upgrade the following will typically happen:

Upgrade

  1. All the executables console, livecopy, shadowcopy, refreshmembers, drpreporting will be replaced with latest versions in the apps folder.
  2. A new config.yml will be created containing your original settings plus any newly added options.
  3. A time stamped onfig.yml will contain your original file prior to the upgrade.
  4. A new catalog.db3 will be created containing your original catalog and any new database structures required in the data folder.
  5. A time stamped catalog.db3 will contain your original catalog prior to the upgrade.

In the event you want to roll-back the Upgrade

In the event that something mishappened during the Upgrade process, you can re-instate by:

  1. Rename config.yml as config.old.yml
  2. Rename latest timestamped config.yml as config.yml
  3. Rename catalog.db3 as catalog.old.db3
  4. Rename latest timestamped catalog.db3 as catalog.db3

In most cases that will reset the environment though sometimes you will also have to reset the original executables.

Reporting a Problem

Please submit a Support Request to AcuWorkflow, using our Support Request Form.

Smartsheet API Call Rate Limits

SmartBackup makes use of the Smartsheet API and as such are bound by its limitations. The Smartsheet API currently imposes a rate limit of 300 requests per minute per Access Token. (Smartsheet reserves the right to change this limit at any time.) Certain resource-intensive operations, such as attaching a file or getting cell history, count as 10 requests toward the rate limit. If you exceed this rate limit, subsequent API requests (within a one-minute period) will return a 429 HTTP status code.

To this end SmartBackup deploys rate throttling when detected, which in general includes:

When Smartsheet rejects API call based on throttling

  1. Delay the current api call by 60s then retry.
  2. If another reject, then delay current api call by a further 90s, then retry.
  3. If still rejected log, display error and continue with next step.

Notifications and Alerts

When configured, JobCentral will provide customers with a fully configurable alerting and notification solution, which is built right inside your Smartsheet account.

All SmartBackup job information and alerting data is saved in Smartsheet, which then leverages all the great Smartsheet functionality such as automations, Sheets, Reports, and Dashboards to create a comprehensive solution.

Please refer to the JobCentral section in the Setup Guide for more details.

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