Plan: Available: All plans
Users: Not Available: All users, User Group Permissions Available: FYI Admins
Practice Management Source: Available: All sources
FYI Support may request your practice to upload a database snapshot when investigating issues with data synced via the FYI Practice Sync Desktop App or during a document migration for database systems.
This process uses SSH key authentication and SFTP to securely transfer the requested database snapshot to FYI.
These steps must only be completed by a practice’s IT team or another person responsible for managing a practice’s database and network access. The FYI Support Team cannot complete these steps on behalf of a practice.
Important Note: This process must only be followed when requested by the FYI Support Team.
Before you Begin
Before you begin, you must have the following:
- Access to the running Windows operating system. This will be used to upload the database snapshot.
- Permission to generate and store an SSH key on that computer. This should be discussed with IT before proceeding.
- Permission to make outbound connections using port 22. This should be discussed with IT before proceeding.
- A written email request from FYI Support to complete the database upload.
Step 1 - Generate an SSH key
The SSH key is used to verify your computer when connecting to the secure server and consists of a private key and a public key.
Generate the key on the same computer that will be used to upload the database snapshot.
- Open Windows PowerShell.
Important: Windows PowerShell ISE or the x86 version cannot be used for this step. - Run the following command, replacing "the-growth-partners" with your practice name:
ssh-keygen -t ed25519 -C "the-growth-partners"
- When prompted to enter the file in which to save the key, press Enter to accept the default location.
- When prompted to enter a passphrase, enter a secure passphrase and store it safely.
The keys are typically saved in "C:\Users\YourName\.ssh\". The file ending in .pub is the public key to send to FYI Support.
Important: Do not send the file without the .pub extension to the FYI Support Team. This is your private key and must remain secure.
Step 2 - Send the public key to FYI Support
The FYI Support Team will use your public key to set up secure access for your computer. Only send the public key with the .pub extension.
- Locate the "id_ed25519.pub" file in the directory from Step 1. This is typically located in "C:\Users\YourName\.ssh\".
- Send the ".pub" file to FYI Support with the following information:
- Advise the name of the person and/or computer associated with the key, for example, "John Smith - SQLServer".
After the FYI Support Team receives and processes the public key, the SFTP server address and username will be provided.
Important: Do not send the file without the .pub extension to the FYI Support Team. This is your private key and must remain secure.
Step 3 - Connect with Cyberduck
After the FYI Support team confirms that your public key has been processed, the server address and username will be provided to create theSFTP connection in Cyberduck.
Cyberduck is an SFTP client available for Windows and can be downloaded here.
- Open Cyberduck.
- Click Open Connection in the toolbar.
- Choose SFTP (SSH File Transfer Protocol) from the drop-down.
- Enter the Server provided by FYI Support.
- Port: Do not change the Port number from 22.
- Enter the username provided by FYI Support.
- From SSH Private Key, select the private key file: "~/.ssh/id_ed25519"
- Leave the Password field blank.
- Click Connect.
Note: When connecting for the first time, Cyberduck will ask you to verify the server fingerprint.
Step 4 - Save the Connection (Optional)
Saving the connection as a bookmark stores the server details in Cyberduck so you can reconnect without entering them again. This step is optional:
- Select Bookmark, then New Bookmark.
- Enter a descriptive name, for example, "FYI SFTP Upload".
- Save the bookmark.
Note: To reconnect, double-click the bookmark.
Step 5 - Upload the Database Snapshot
Once connected, transfer the requested database snapshot to the upload folder provided for your practice.
Important: Large files can take some time to transfer. Ensure you prevent your computer from entering sleep mode and do not close Cyberduck.
- Upload the database snapshot using one of the following methods:
- Drag and drop the file into the Cyberduck window, or
- Select File, then Upload, and browse to the file.
- Keep Cyberduck open and prevent the computer from entering sleep mode while the upload is in progress.
- Confirm that the transfer has completed in the Transfers window.
- Notify the FYI Support Team that the upload is complete.
The file will then be processed, and the team will be in contact with any further details.
Troubleshooting
Review the relevant troubleshooting steps below based on the errors received. If the issue continues, contact the FYI Support Team and include the complete error message displayed in Cyberduck.
The public key may not have been added to your SFTP account.
Solution
- Confirm that FYI Support received the complete public key.
- Ask FYI Support to confirm that the public key has been processed and associated with your account.
- Try connecting again.
Cyberduck cannot locate the private key file.
Solution
- Check the path selected in SSH Private Key.
- Confirm that the selected file is the private key and does not have the .pub extension.
- Select the correct private key file and try connecting again.
A passphrase was set when the SSH key was generated.
Solution
- Enter the passphrase created when generating the SSH key.
- Contact your practice’s IT team if the passphrase is unavailable.
Your network or firewall may be blocking outbound connections on port 22.
Solution
- Ask your practice’s IT team to confirm that outbound connections on port 22 are allowed.
- Ask your practice’s IT team to allow the server address provided by FYI Support, where required.
- Try connecting again.