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Sometimes Clarity/Platinum can not take backups because of configuration problems in SQL Server. You may get the message " Make sure folder '' exists on Computer '' "

If you have problems while taking backups, go through this list to find a solution.

  • Ensure SQL Server instance is running under Local System account
    • Go to Program Files->Microsoft SQL Server -> SQL Server Configuration Manager (It can be located under Configuration Tools menu in some versions)
    • Click on SQL Server Services on the left pane
    • Find and right click on SQL Server (AKM) item on the right pane and click Properties.
    • Ensure that Log on as section is set to Built in account and Local System is selected in the dropdown menu. Click OK, right click on SQL Server(AKM) and click Restart
    • If Clarity/Platinum is running, exit. Then, run Clarity/Platinum again and try taking a backup.
  • Ensure that sa, akm_sa, supervisor@AKMuser accounts exist in AKM instance
    • You can login to AKM instance from Microsoft SQL Server Management Studio. From there, go to Security->Logins. Ensure that the sa, akm_sa, supervisor@AKMuser accounts are there. These accounts have default passwords. If you didn't install SQL Server instance through Paymate's installer or if a support technician did not set up passwords after upgrading your SQL Server, the passwords of these accounts might be incorrect.
  • Ensure that accounts have proper permission
    • Connect to AKM instance through Microsoft SQL Server Management Studio. Go to Security -> Logins.
    • Right click on akm_sa on the logins list and click Properties. Go to Status tab. Ensure that login is enabled and permission to database server is granted. Go to Server Roles tab. Ensure that "public" and "sysadmin" roles are checked. Go to User Mapping tab. Click on"master" database. Ensure that database "master" is mapped (checked) and database roles under "master" database are "db_owner" and "public"
    • Right click on sa on the logins list and click Properties. Go to Status tab. Ensure that login is enabled and permission to database server is granted. Go to Server Roles tab. Ensure that "public" and "sysadmin" roles are checked. Go to User Mapping tab. Click on"master" database. Ensure that database "master" is mapped (checked) and database roles under "master" database are "db_owner" and "public" (Repeat database mapping process for "tempdb""msdb""model" databases - ensure that this user has "db_owner"and "public" roles and these databases are mapped)
    • Right click on supervisor@AKMuser on the logins list and click Properties. Go to Status tab. Ensure that login is enabled and permission to database server is granted. Go to Server Roles tab. Ensure that "public", "diskadmin", "dbcreator", "securityadmin"  roles are checked. Go to User Mapping tab. Click on "master" database. Ensure that database "master" is mapped (checked) and database roles under "master" database are "db_owner" and "public" Also make sure all the databases ending with _CPY are mapped(checked) and given "db_owner" and "public" roles. 
    • Exit and re-run Clarity or Platinum and taking backup again.
  • Ensure that the backup directory has proper permissions
    • Run Clarity or Platinum. Go to Setup->Preferences->Server tab. Ensure that a location is set for backup location.NOTE: This directory is relative to your SQL Server machine (not your local machine), so you can't save backup files locally. The server machine has to be able to connect to this location. If this is a network share, you should use UNC path instead of drive mappings. (i.e if you mapped \\BACKUPSERVER\Platinum on your network to E:\Platinum locally, you should enter \\BACKUPSERVER\Platinum instead of E:\Platinum). Go to this folder with Windows Explorer, right click on it, go to Security tab. If you are running SQL Server under a different user account, that user account will need full access to this directory. After giving permissions, try taking a backup again.