Answers, Technical Guides &
Direct Engineering Support
Access exhaustive deployment runbooks, troubleshooting recipes, and direct engineering guidance for mission-critical database fleets.
Documentation
Twelve guides covering installation, database hardening, reverse proxy setup, backups and restores, updates, licensing and encryption keys.
Read the guidesFrequently Asked Questions
Direct answers on zero-lock snapshots, multi-cloud storage, proxy headers, updates, licensing and key recovery.
Browse the FAQEmail Support
Something not covered above, or a problem specific to your deployment? Write to us with your version and the relevant log output.
support@vaultdbm.comThings that come up most often
Each of these is covered in full in the documentation. If one matches what you are seeing, start there.
An update will not apply
Check the proxy body limit first: a release package is around 16 MB and the Nginx default of 1 MB rejects it, usually appearing as a network error rather than a clear message.
Documentation · Applying Updates
Credentials or email stopped working after a server change
A message about being unable to authenticate the data means the stored secret cannot be decrypted, because ENCRYPTION_KEY is not the one that encrypted it. Restore the original key or re-enter the affected credentials.
Documentation · Encryption Keys & Recovery
Every login attempt appears to come from 127.0.0.1
The reverse proxy is not forwarding the real client address, so brute-force protection would jail the proxy itself. Set the X-Real-IP and X-Forwarded-For headers.
Documentation · Nginx & Brute-Force Defense
A scheduled backup did not run when expected
The scheduler wakes once a minute and runs whatever is due, so a job starts within a minute of its time rather than exactly on the second. Run one manually to confirm the connection and storage target work.
Documentation · Backups, Schedules & Restores
The application will not start in production
Startup validation refuses to run until the environment is complete, and names the variable that is missing or malformed. Node.js 24 or later is required.
Documentation · Prerequisites
A licence will not validate
Confirm the installation can reach the licence server address it was built with. Enforcement runs in report mode by default, so operation continues while the problem is logged.
Documentation · Licence Activation & Seats
Reporting a problem
Include your installed version, your operating system and database version, and the relevant lines from the logs. If it concerns a backup or a restore, the archive name and the time it ran help considerably.
Please do not send licence keys, passwords, encryption keys or a Recovery Key. They are never needed to diagnose a problem, and we will not ask for them.
support@vaultdbm.com