It's strongly recommended that you backup your HelpSpot database and files before upgrading. It's especially important to backup files if you have customized your templates or edited the language file.
The installer will make database changes during an upgrade. If something goes wrong the only way to roll back the changes is if you have an up to date backup.
If you have modified your language file you will need to reapply those changes to the new version of the file. It's recommended that you use a program like Dreamweaver or BBEdit which can determine the differences between the two files for you
When moving from V3 to V4 please note:
The language pack format has changed for version 3. If you use a custom language pack you'll want to download and update your language pack before upgrading HelpSpot.
After downloading the new version of HelpSpot, move the files to your server and unpack the tar.gz or zip file in a temporary location. Copy the new files over the old HelpSpot files, overwriting them.
Note: The HelpSpot files are binary and your FTP program will most likely upload them as text unless you tell it to use binary mode. This is why it's recommended to move the compressed file (tar.gz/zip) directly to the server first which will avoid any problems. After uploading if you get a file corrupted or Fatal error in your browser at the installer then the files have been uploaded as text instead of binary.
Go to the installer.php file in your browser. The file is located in the base directory of the HelpSpot installation. This file upgrades your database to the latest HelpSpot version. The installer.php upgrade page looks like this:
After the upgrade script is finished delete the installer.php file
The upgrade is now complete. Take a few moments to go through your installation and confirm it is running correctly.