Which database is this device on

Read the Backend line first

When a ticket mentions slowness, a missing card, or a sync problem, find out which database the phone is on before anything else.

Ask the user to open More, scroll to the bottom, and send a screenshot of the block there. It has at least a Server line, a Backend line, a Database Schema : line and a BuildVersion line.

• Backend: realm and the user is not in the SQLite Migration user group: either the user was never moved, or they were moved and moved back. Ask whether they were ever in that group. If they were, treat the ticket as a moved-back user; see A moved user is blocked.
• Backend: realm and the user is in the SQLite Migration user group: escalate with the screenshot, and say the user is in the group.
• Backend: sqlite: the user has been moved. Note it on the ticket. The Database Schema number is a small number on the new database, not the large one seen on the old one.

Two other things that change on the new database

• The Setup fast sync item under More is not shown on the new database. Read the Backend line rather than the menu.
• The BuildVersion line is the same on both. Send it with every ticket about the migration.

How a user is moved

A user is moved by being added to the user group named SQLite Migration, and then syncing. The move happens on the phone during that sync.