Application and Server Management
 
iGuy

All the support you need.

None of the clinginess.

Idera customer support is right here when you need it.

When you become an Idera customer, our goal is to keep it that way. That’s why we provide 24x7, worldwide customer support.

Check out all of the support options below!
Questions you have?

Answers we give (as like Yoda we speak). Select from our list of FAQs:

  • How do I access support for the Server Backup or CDP products I have purchased from Idera?

    Idera Server Backup Support includes:

    • Technical Support is available 24 hours a day, 7 days per week.  Response times are based on severity of the case.
    • Live Chat Tech Support  - Click Here  8AM - 6PM CST/CDT (GMT-6) Monday - Friday
    • Access to the latest product release downloads.

    If you have a System Down or Restore Emergency please make sure to set the case priority accordingly so it is treated with the correct priority by our teams.

    • Restore Emergency = A critical restore is unsuccessful, but the hardware/software is properly configured and the user has previously had success with the same type of restore in the past.
      1. Set 'Type' to Restore Emergency
      2. Set 'Priority' to Critical
      3. Set 'Severity' to Critical
    • System Down Emergency = The product will not run, none of its features can be utilized
      1. Set 'Type' to Tech Support
      2. Set 'Priority' to System Down Emergency
      3. Set 'Severity' to Critical

    NOTE: Technical Support may make adjustments to Type, Priority and Severity based on the type of issue described in the support case or its current status.

    Support Portal Registration

    If you do not already have a login for the technical support portal, you may complete the registration form here.  A login account and password will be emailed once your current support maintenance plan has been confirmed.  To get a status on your support plan, please email renewals@idera.com.

    Log In

    Browse to http://support.r1soft.com/ and use the Login ID and Password that you received via email.

    The Customer Support Portal will provide you with the means to open a case online and immediately receive a case number for tracking.  Please open a case for each NEW issue that you need assistance with and an Idera Technical Support Engineer will respond to you in a timely manner.

    TIP: The most effective means of problem resolution is to keep issues separate.  Idera uses the ‘1 issue to 1 resolution’ method for case management.  Each customer issue is tracked with an individual case number and monitored by Technical Support until a resolution or workaround is identified and provided.  All support communications will reference this assigned case number.  When multiple issues are reported at the same time, each issue will be assigned an individual case number.


  • How do I access support for the SQL products I have purchased from Idera?

    Idera Technical Support is available 24x7 via the Customer Support Portal(A), email(B) and phone(D). Chat(C) support is only available during normal business hours 8:00 am – 6:00 pm CT, Monday – Friday (excluding holidays).

    Methods for contacting Technical Support include:

    1. Login to the Customer Support Portal using your ID and password
      • If you did not receive an ID and password when your licenses were emailed to you, please register at least 24 hours before your first use of the portal.
      • Use the Knowledge Base
        After login, select ‘Find Solution’ and enter the question or product error text that you need information about. The knowledge base will return all articles that are relevant to the search entry.
      • Open a new case
        The Customer Support Portal will provide you with the means to open a case online and immediately receive a case number for tracking. Please open a case for each NEW issue that you need assistance with and an Idera Technical Support Engineer will respond to you in a timely manner.
        TIP: The most effective means of problem resolution is to keep issues separate. Idera uses the ‘1 issue to 1 resolution’ method for case management. Each customer issue is tracked with an individual case number and monitored by Technical Support until a resolution or workaround is identified and provided to the customer. All support communications will reference this assigned case number. When multiple issues are reported at the same time, each issue will be assigned an individual case number.
      • Add comments or attachments to an open case
      • Monitor the status of an open case
      • Review closed cases
    2. Email support@idera.com with questions or issues when use of the Customer Support Portal is not convenient. Please include the product name and version in your email.
      • This email address is monitored 24x7 for high severity issues.
    3. Chat - during business hours only - 8:00 am – 6:00 pm CT, Monday – Friday (excluding holidays)
      • Look for the ‘Live Support’ icon in the upper right column to start a chat session.
      • Use chat for quick questions and minor troubleshooting issues.
    4. Phone 713-533-5144 to speak with a Technical Support Engineer for all technical issues.
      After business hours, our phone system provides you with the option to speak with a Technical Support Engineer. If an engineer is not immediately available, please leave a message and we will promptly return your call.
  • How do I receive support for trial products I am evaluating?

    Support for trial products is available on the Trial Support tab.

  • How do I request a new product license key or change the machine name for a license that was previously issued to me?
    Both of these requests are serviced by the Idera Licensing team. Please send an email with your request to licensing@idera.com. Idera Technical Support is not able to fulfill licensing requests. Please contact your Account Manager for more information.
  • How long will it take to receive a license after my request?
    License requests are fulfilled as quickly as possible and most reach the customer within 1 business day. Your request may be delayed due to the volume of requests received but even in times of heavy volume, you should expect to receive a license no later than 2 business days from your request. If you have an urgent license request, please contact your Account Manager using one of the options listed on our website.
  • How can I transfer the product configuration I used during evaluation to a full production copy of my Idera product?

    Idera products have an installation kit for both trial and full production installs. If you have downloaded a trial from one of the product pages, the full product is installed but the license included is only for a 14-day trial period. Once this trial license expires, you will need to either contact your Idera Account Manager for an extension or purchase a full production license and apply it to the existing installation to continue using the product.  Once you apply a full production license, the trial installation automatically becomes your production installation.  There is no need to reconfigure the product after a full production license is applied.

  • How do I upgrade my existing Idera SQL product installation?

    In general, Idera product installers will detect an existing installation and automatically perform an upgrade on or your existing Idera installation. You can simply run the Installation Kit on top of your existing installation to upgrade.

    1. The best practice for upgrading is to perform the upgrade on the back-end components first (repository database, main console, management services, etc) and then upgrade any additional Agents or Consoles you have installed in your environment.
    2. Before performing ANY upgrade, please consult the product documentation as it will cover the upgrade process in the Release Notes section.
    3. Please login to the Idera Customer Support Portal to download the latest product version.
  • How do I add a new contact for my company or change my own login information for the Idera Customer Support Portal?
    Please click here to register a new contact at your company. To change a password on an existing account, click here and choose ‘Forgot Password’ and a new password will be automatically emailed to the address you provided during the original registration process.
  • When is the next release of my product?
    For information about upcoming product releases please contact your account manager or sales@idera.com for the most accurate and up to date information.
  • How can I determine if there are updates for my products?
    You can compare your current product version to this list. If you are not on the latest release, please click 'Request' and log in to the Idera Customer Support Portal.  The download for the latest release is listed under the tab named 'My Products'. Alternatively, you can go to Help > Check for Updates, which is a feature that is built into most Idera products. This feature will contact our website to determine if you have the latest release installed.
  • How can I request support for your free tools?
    Idera Freeware products are supported differently than our licensed software products. Freeware support is available via online FAQs. Links to the FAQ for each free tool can be found on the main page for that product. If the FAQ does not answer your technical question or resolve an issue, you may email freeware@idera.com for additional assistance.
  • I have questions regarding SQL Job Manager

    1. What is SQL job manager?
    SQL job manager is Idera’s next generation solution for scheduling and managing SQL Server jobs across your enterprise. SQL job manager gives you a simple way to see jobs that have run or are scheduled to run on one or many SQL Servers, schedule or edit jobs and quickly and easily re-schedule jobs by dragging and dropping them on a calendar.

    2. Are there any limitations to the free version of SQL job manager?
    You can register up to 20 instances of SQL Server.

    3. Will I be charged for SQL job manager in the future?
    Your free copy of SQL job manager is yours to keep forever. There will be no maintenance or renewal fees associated with your free copy of SQL job manager. You will also be eligible for upgrades to future versions of SQL job manager.

    4. How is SQL job manager supported?
    SQL job manager is supported via our online FAQs. If our FAQs do not answer a question or address a specific issue, please send us an email at freeware@idera.com for additional support.

    5. How do I Install SQL job manager?
    Installation of SQL job manager is very easy and takes only a few minutes. Simply download the product and start the installation from the welcome screen. Follow the prompts in the installation wizard to complete the installation. If you need help getting started using the product, refer to the product Quick Start Guide.

    6. How do I register a server?
    Click on the red orb in the top left corner of SQL job manager. Click on ‘Register Server’ and follow the prompts in the registration wizard. You can also right click on ‘SQL job manager’ in the tree to launch the server registration wizard. Once your server is registered, it will appear in the tree. Expand the server in the tree to show all SQL Server jobs on that server.

    7. Why don't all my server jobs appear in the calendar?
    To view activity on one or more servers in the calendar, you must check the server name in the tree.

    8. Why don't I see my agents' jobs in the calendar when I first launch the console?
    When the SQL job manager console is first launched, it retrieves jobs in the background. The calendar will show your jobs once they’ve finished loading. The console UI is still available for you to use for other tasks, such as registering servers and reviewing jobs in the tree.

    9. Why do some jobs appear transparent in the calendar?
    SQL job manger highlights jobs of interest. We assume that if a job runs successfully, it’s of little interest or if a job is scheduled to run and is not in contention with another job, then it is of little interest. To help you quickly identify potential problems, jobs that have failed do not go transparent on the calendar. Additionally, jobs that are scheduled to run in the future but are in contention with another job do not go transparent on the calendar. You can further highlight jobs of interest by using the Filter buttons in the menu bar.

    10. What do the colored icons next to the server names mean in the tree?
    A green check means the agent is running and everything okay. A red X means one or more jobs have failed on the server. If there is a red X and the server name appears in red, the agent on the server is stopped.

    11. What does the blue icon mean in scheduled jobs appearing in the calendar?
    You can hover over the blue information icon for job details including start time, end time, run time, average run time and more.

    12. I have some jobs that reoccur every minute, why aren't they showing up on my calendar?
    By default, SQL job manager automatically hides all jobs that reoccur faster than every 5 minutes. This number is configurable and can be changed by clicking the red orb in the top left corner of SQL job manager, clicking Configure and changing the minutes value next to ‘Autohide jobs that occur faster that every XX minutes’. Keep in mind that your calendar may become cluttered with jobs that are of little interest to you if you decrease the value too low. You may also have to change the calendar view from the default 15 Minute Time Slot to a 5 Minute or a 1 Minute Time Slot.

    13. How do I create/schedule a job?
    There are two ways to create/schedule jobs in SQL job manager. Right click on the server name and click ‘Add Job’. A Job Properties – New Job box appears. Complete the information to schedule a job.

    14. How do I manage/edit a job?
    There are several ways to manage or edit jobs in SQL job manager. Expand the server name in the tree to show a SQL Server jobs on the server. Right click on the job you want to manage or edit and select from the list. Select Job Properties from the list to edit a job. You can also double click on existing job in the calendar to edit a job.

    15. How do I reschedule a job?
    Simply drag and drop the job from its scheduled time to the time you’d like the job to run.

    16. How do I move a job from one server to another?
    Select the two servers in the server tree so they appear in the calendar. You can then drag and drop a job from one server to the other. You can also move a job from one server to another in the tree. Click on the job you want to move while holding down the shift key. Then drag and drop the job into the any server you choose.

    17. What is the line that moves down the time column of the calendar?
    It is the current time.

    18. How do I print a schedule?
    Click on the red orb in the top left corner of SQL job manager. Click on ‘Print…’ and follow the print instructions.

    19. How will SQL job manager help me manage SQL Server jobs?

    With SQL job manager, you can:

    • Create, view and edit SQL Server jobs across your enterprise from a single console
    • Start, stop and enable SQL Agent jobs
    • Start and stop SQL Agents
    • See the status of all jobs ‘at a glance’
    • See SQL Server jobs on multiple servers simultaneously
    • Reschedule SQL Server jobs by dragging and dropping on a calendar
    • Filter views to show only jobs of interest (i.e. failed jobs)
    • View job execution histories from a central console
    • Print a job schedule

    20. What are the key benefits of using SQL job manager?

    Reduce database administration operations costs: Dramatically reduce the manual labor required to perform SQL Server job management – providing DBAs with more time to proactively manage their SQL Server environment rather than handling mundane job management tasks.

    Improve application performance: SQL job manager provides a view across your entire SQL Server infrastructure enabling DBA’s to quickly and easily identify and rectify performance problems associated with job contention.

    Optimize Hardware: View jobs across a SQL Server infrastructure and more easily level workloads and balance jobs across servers to ensure optimum use of system resources.

    Deploy rapidly: Requires no agents to be installed on SQL Server database machines, enabling SQL job manager to be installed in minutes. The familiar Outlook 2007 style interface eliminates the need for specialized training.

    21. What are the system requirements and pre-requisites for SQL job manager?

    Microsoft .NET 3.5 and a supported operating system:

    • Windows XP SP2+ (32- and 64-bit)
    • Windows Server 2003 SP2+ (32- and 64-bit) and 2008
    • Windows Vista
    • Windows 7
    • Windows 2008, 2008 R2
    • Windows 8
    • Windows 2012

    22. What versions of Microsoft SQL Server does it support?

    • SQL Server 2005 SP1+
    • SQL Server 2008
    • SQL Server 2008 R2
    • SQL Server 2012

    23. What security permissions are required?
    A windows domain account with local administrator privileges is required to install and run SQL job manger. You must also have login access to the SQL Servers you want to manage.

    24. Does SQL job manager currently offer international language support?
    No. SQL job manager currently supports English language only.

    If you have comments, feedback or need assistance with a topic that is not covered in the FAQ, please email us at freeware@idera.com.

  • How can I opt out of future email and/or offers from Idera?
    If you would like to stop receiving emails from Idera regarding our products and promotions, please email your account manager or support@idera.com to be removed from our mailing lists.
  • Can you assist me with installing/configuring my products after I have made a purchase?
    All of our products include documented step-by-step procedures for installation and configuration in common usage scenarios. Please review the product documentation here.   Installation assistance is available with the purchase of a premium support plan.  For more information, please contact renewals@idera.com.
     
  • Can you assist me with creating custom reports based on the data gathered by an Idera product?

    Creating custom reports and scripts is now supported by our Gold and Platinum Premium Support Plans. For customers with our Standard Support Package,we are not able to assist with creating custom reports or scripts, even when intended for use with an Idera product. In some cases we are able to provide information about the repository database schema, and we can always submit a request to have your custom report included in a future release of your Idera product. Please log into the Idera support portal and search our knowledge base for specific schema information, or to log a feature request for new reports.

  • Can Idera support create the custom counter that I need?

    Creating custom counters and scripts is now supported by our Gold and Platinum Premium Support Plans. For customers with our Standard Support Package,we are not able to assist with creating custom counters or scripts, even when intended for use with an Idera product, but we can submit a feature request to have our developers implement your desired counter in a future release of our products. Please log into the Idera support portal to log a feature request for new counters.

  • How do I Manually Update the Patch Analyzer Build List?
    1. Close the Patch Analyzer tool.
    2. Download the Build List.
    3. On each computer where you installed the SQL admin toolset, copy the Build List file to the Patch Analyzer application folder. This folder is located under:
      C:\Documents and Settings\All Users\Application Data\Idera\SQL admin toolset\
    4. Open Patch Analyzer to begin using the new list.

    Why do I need to manually update the Build List?

    You need to manually update the Build List when the Check for New List option in the Patch Analyzer tool fails to download the Build List file. This issue is most likely to occur if your network does not allow direct internet access, or if the network proxy server requires authentication. You may receive an error such as:

    The remote server returned an error: (407) Proxy Authentication Required.

    What is the Patch Analyzer Build List?

    The Patch Analyzer Build List includes the latest Microsoft SQL Server releases, service packs, and hotfixes. Idera regularly updates this Build List to ensure Patch Analyzer continues to use update-to-date SQL server version information. For more information, see the SQL admin toolset Help.

  • I have questions regarding my SQL Admin Toolset upgrade.
    1. Where can I get the latest version of SQL admin toolset 1.7?

      The new SQL admin toolset 1.7 release is here.

      If you are current on your SQL admin toolset maintenance, you may upgrade to the latest version of SQL admin toolset free of charge. If you are not sure of your maintenance status, please contact maintenance@idera.com for assistance.

    2. Will I have to update licensing in order to use the new version of SQL admin toolset?

      No. A new license key is not required to upgrade to SQL admin toolset 1.7.

    3. Do I need to uninstall my previous version of SQL admin toolset when upgrading to version 1.7?

      No. SQL admin toolset 1.7 will automatically upgrade from prior installations.

    4. Can I install SQL admin toolset 1.7 on a different machine than the one I’m currently using?

      You can install SQL admin toolset 1.7 on any workstation; however, if you do choose to move SQL admin toolset you will need a new license. Please contact licensing@idera.com for a new license key and for assistance moving data and settings to your new machine.

    5. How do I get assistance with my upgrade?

      If you have questions about your upgrade or need assistance during the upgrade process, Idera’s outstanding technical support team is available 24 hours a day, 7 days a week. Simply call 713.533.5144 or email support@idera.com for assistance.

  • I have questions regarding my SQL Comparison Toolset upgrade.
    1. Where can I get the latest version of SQL comparison toolset?

      If you are an existing SQL Comparison Toolset customer, please log in to the customer portal to upgrade to the latest version: http://www.idera.com/productssolutions/sqlserver/sqlcomparisontoolset

    2. Is the SQL comparison toolset upgrade free?

      If you are current on your SQL comparison toolset maintenance, you may upgrade to the latest version of SQL comparison toolset free of charge. If you are not sure of your maintenance status, please log into the customer portal at https://idera.secure.force.com to check your contract status or you may contact renewals@idera.com for assistance.

    3. Will I have to update my license keys in order to use the new version of SQL comparison toolset?

      No.

    4. Will I lose any of my SQL comparison toolset Snapshots or settings when I upgrade to SQL comparison toolset 4.0?

      If you are upgrading from version 3.0 your existing SQL object compare snapshots are compatible with the new version. If you are upgrading from a version prior 3.0, please run the Snapshot Conversion Utility to convert your snapshots to version 4.0 compatible snapshots.

    5. How do I get assistance with my upgrade?

      If you have questions about your upgrade or need assistance during the upgrade process, Idera’s outstanding technical support team is available to assist you. You can submit a ticket via the Customer Portal or email support@idera.com. When emailing, please be sure to include: your name, company name, Idera product name, product version number, client OS / SQL Server version number & a description of your question or issue.

  • I have questions regarding my SQL Compliance Manager upgrade.
    1. Where can I get the latest version of SQL compliance manager?

      The new SQL compliance manager release is available here.

      * If you are current on your SQL compliance manager maintenance, you may upgrade to the latest version of SQL compliance manager free of charge. If you are not sure of your maintenance status, please contact maintenance@idera.com for assistance.

    2. Will I have to update licensing in order to use the new version of SQL compliance manager?

      No. Your existing license keys are compatible with this version.

    3. Will I lose any of my SQL compliance manager Repository data or server settings when I upgrade to SQL compliance manager?

      No. The SQL compliance manager upgrade maintains the same server settings that you had before the upgrade. All your current repository data will remain, and will be accessible in the new release.

    4. Can I install SQL compliance manager on a different machine than the one I’m currently using?

      You can install SQL compliance manager on any workstation; however you may need a new license key if you change machines. Please contact licensing@idera.com for a new license key and for assistance moving data and settings to your new machine.

    5. Can I upgrade components a piece at a time or do I have to upgrade everything all at once?

      Yes, you can upgrade one component at a time. However, before proceeding we strongly recommend reading the SQL compliance manager upgrade instructions for more details.

    6. How do I get assistance with my upgrade?

      If you have questions about your upgrade or need assistance during the upgrade process, Idera’s outstanding technical support team is available to assist you. Simply visit click here or email support@idera.com for assistance.

  • I have questions regarding my SQL Defrag Manager upgrade.
    1. Where can I get the latest version of SQL defrag manager?

      The new SQL defrag manager release is available here.

      * If you are current on your SQL defrag manager maintenance, you may upgrade to the latest version of SQL defrag manager free of charge. If you are not sure of your maintenance status, please contact maintenance@idera.com for assistance.

    2. Will I have to update licensing in order to use the new version of SQL defrag manager?

      No. A new license key is not required to upgrade to SQL defrag manager.

    3. Do I need to uninstall my previous version of SQL defrag manager when upgrading to version?

      No. If you are running an older version of SQL defrag manager, simply install the new version and your current installation will be upgraded to the new version.

    4. What other changes should I pay attention to during the upgrade process?

      SQL defrag manager contains new, more powerful scheduling automation via its support for defragmentation policies. As such prior schedules do not apply directly enough to simply convert.

    5. Can I install SQL defrag manager on a different machine than the one I’m currently using?

      You can install SQL defrag manager on any workstation; however, if you do choose to move SQL defrag manager, you will need a new license. Please contact licensing@idera.com for a new license key and for assistance moving data and settings to your new machine.

      * You have the option to download native x64 and ia-64 installs, in addition to x86.

    6. How do I get assistance with my upgrade?

      If you have questions about your upgrade or need assistance during the upgrade process, Idera’s outstanding technical support team is available to assist you. Simply visit click here or email support@idera.com for assistance.

  • I have questions regarding my SQL Diagnostic Manager upgrade.
    1. Where can I get the latest version of SQL diagnostic manager?

      The new SQL diagnostic manager release is available here.

      * If you are current on your SQL diagnostic manager maintenance, you may upgrade to the latest version of SQL diagnostic manager free of charge. If you are not sure of your maintenance status, please contact upgrade@idera.com for assistance.

    2. Will I lose any of my SQL diagnostic manager Repository data or settings when I upgrade SQL diagnostic manager?

      No. SQL diagnostic manager will automatically upgrade your existing repository.

    3. Do I need to uninstall my existing SQL diagnostic manager installation to install the new version?

      No. SQL diagnostic manager will automatically upgrade your existing SQL diagnostic manager installation. Please review the Upgrading SQLdm Technical Solution included in your install. This document is located at ‘\Program Files\Idera\Idera SQL diagnostic manager\documentation’. If you have any questions about this information, please contact support@idera.com.

    4. How do I get assistance with my upgrade?

      If you have questions about your upgrade or need assistance during the upgrade process, Idera’s outstanding technical support team is available to assist you. Simply visit click here or email support@idera.com for assistance.

  • I have questions regarding my SQL Doctor upgrade.
    1. Where can I get the latest version of SQL doctor?

      The new SQL doctor release is available here. You will need to login to the customer portal and be current on maintenance to upgrade to the new version.

    2. How is SQL doctor licensed? Can multiple DBA’s use the product?

      SQL doctor is licensed per user, per server. If you have multiple DBAs that need to use the product, you must purchase an additional license for each user.

    3. If I already purchased SQL toolbox prior to GA, do I get SQL doctor at no cost?

      Yes, If you have already purchased SQL toolbox prior to SQL doctor’s general availability and you are current on your maintenance, you get SQL doctor at no extra cost. SQL doctor will require a key for activation. Please contact licensing@idera.com for assistance.

    4. How do I get assistance with my upgrade?

      If you have questions about your upgrade or need assistance during the upgrade process, Idera’s outstanding technical support team is available to assist you. Simply visit click here or email support@idera.com for assistance.

  • I have questions regarding my SQL Safe Backup upgrade.
    1. Is the SQL safe 7.2 upgrade free?

      If you are current on your SQL safe maintenance, you may upgrade to the latest version of SQL safe free of charge. If you are not sure of your maintenance status, please contact maintenance@idera.com for assistance.

    2. Will I have to update my license keys in order to use the new version of SQL safe?

      Maybe. SQL safe 7.2 does not require new license keys; however, SQL safe 4.0 did require new license key from prior versions.

      If you are upgrading from a post-4.0 version you do not need to upgrade your license keys.

      If you are upgrading from versions prior to 4.0, then you will need new license keys. New keys can be obtained by licensing@idera.com or you can simply transfer your existing license(s) during the Repository Migration process, which can be accomplished by running the Repository Migration Wizard.

    3. Will I lose any of my SQL safe Repository data or settings when I upgrade to SQL safe 7.2 from previous 4.x versions?

      No. The SQL safe 4.x Repository will automatically be upgraded during the upgrade process. Please refer to the SQL safe v7.2 Upgrade instructions for exact details. It is included in the root directory of the download file.

    4. Can I install SQL safe 7.2 on a different machine than the one I’m currently using?

      You can install SQL safe 7.2 on any workstation; however, you may need a new license key if you change machines. For more information on moving data and settings to your new machine, please see Knowledge Base article # 00000777, ‘How do I move SQL safe components to a new machine?,’ at http://www.idera.com/support/service.aspx.

    5. Can I upgrade components a piece at a time or do I have to upgrade everything all at once?

      You can do one component at a time, but there are some dependencies, so we strongly recommend reading the SQL safe v7.2 upgrade instructions for more details. It is included in the root directory of the download file.

    6. How do I get assistance with my upgrade?

      If you have questions about your upgrade or need assistance during the upgrade process, Idera’s outstanding technical support team is available to assist you. Simply visit www.idera.com/support/ or email support@idera.com for assistance.

  • I have questions regarding my SQL Secure upgrade.
    1. Where can I get the latest version of SQL secure?

      The new SQL secure release is available here.

      * If you are current on your SQL secure maintenance, you may upgrade to the latest version of SQL secure free of charge. If you are not sure of your maintenance status, please contact maintenance@idera.com for assistance.

    2. Will I have to update licensing in order to use the new version of SQL secure?

      No. Your existing permanent license(s) will be transferred during the upgrade and you will be licensed to backup the same number of server instances.

    3. Will I lose any of my SQL secure Repository data or settings when I upgrade to SQL secure when it releases?

      No. The SQL secure upgrade will maintains the same server settings that you had before the upgrade. All your current repository data will remain, and will be accessible in the new release. The repository data model has not changed.

    4. Can I install SQL secure on a different machine than the one I'm currently using?

      You can install SQL secure on any workstation; however, if you do choose to move SQL secure, you will need a new license. Please contact licensing@idera.com for a new license key and for assistance moving data and settings to your new machine.

    5. How do I get assistance with my upgrade?

      If you have questions about your upgrade or need assistance during the upgrade process, Idera’s outstanding technical support team is available to assist you. Simply visit click here or email support@idera.com for assistance.

  • I have questions regarding my SQL Virtual Database upgrade.
    1. Is the SQL virtual database upgrade free?

      If you are current on your SQL virtual database maintenance, you may upgrade to the latest version of SQL virtual database free of charge. If you are not sure of your maintenance status, please contact maintenance@idera.com for assistance.

    2. Will I have to update my license keys in order to use the new version of SQL virtual database?

      No, your prior keys will continue to work correctly.

    3. Will I lose any of my mounted virtual databases or settings when I upgrade from previous versions?

      Yes. When upgrading all pre-existing mounts will be lost. It is recommended that you backup any mounted databases that have data in them that should not be lost. Once the upgrade is complete, you will then need to manually remount the databases.

    4. Will I need to update any of my scripts that use VDB commands?

      Yes. The VDB command line syntax has changed; therefore Scripts written for version 1.x will need to be re-written to work with version 2.1.

    5. Can I install SQL virtual database on a different machine than the one I’m currently using?

      You can install SQL virtual database on any supported SQL Server using your existing license key; however, you will need to deactivate your license on the original server before removing SQLvdb so that this license can later be activated on the new host.

      For more information on supported environments, please see the web help topic "Product requirements" here http://www.idera.com/Help/SQLvdb/1-3/Default_CSH.htm#Help/Requirements.htm

      For more information on migrating SQL virtual database to a new server, please see Knowledge Base article # 00004060, ‘How do I migrate my existing SQL virtual database installation to a new server?’ at http://www.idera.com/Support/Tools-and-Utilities/ .

    6. How do I get assistance with my upgrade?

      If you have questions about your upgrade or need assistance during the upgrade process, Idera’s outstanding technical support team is available to assist you. Simply visit www.idera.com/support/ or email support@idera.com for assistance.

  • I have questions regarding my SharePoint Backup upgrade.
    Effective December 2, 2013, support for all Idera SharePoint products, including existing cases with Idera Technical Support, will be transferred to Metalogix (http://www.metalogix.com/Support.aspx). Metalogix provides content infrastructure software to improve the use and performance of enterprise content and has recently acquired Idera's SharePoint product suite. Moving forward, Metalogix will handle all support activities and future releases for the SharePoint products. This includes SharePoint backup, SharePoint diagnostic manager, SharePoint enterprise manager, SharePoint audit, etc. 

    To open a support case with Metalogix or follow up on an existing Idera support case, please visit http://www.metalogix.com/Support.aspx or call +1 (202) 609-9100. 
  • I have questions regarding my SharePoint Audit upgrade.
    Effective December 2, 2013, support for all Idera SharePoint products, including existing cases with Idera Technical Support, will be transferred to Metalogix (http://www.metalogix.com/Support.aspx). Metalogix provides content infrastructure software to improve the use and performance of enterprise content and has recently acquired Idera's SharePoint product suite. Moving forward, Metalogix will handle all support activities and future releases for the SharePoint products. This includes SharePoint backup, SharePoint diagnostic manager, SharePoint enterprise manager, SharePoint audit, etc.

    To open a support case with Metalogix or follow up on an existing Idera support case, please visit http://www.metalogix.com/Support.aspx or call +1 (202) 609-9100. 

  • I have questions regarding my SharePoint Diagnostic Manager upgrade.
    Effective December 2, 2013, support for all Idera SharePoint products, including existing cases with Idera Technical Support, will be transferred to Metalogix (http://www.metalogix.com/Support.aspx). Metalogix provides content infrastructure software to improve the use and performance of enterprise content and has recently acquired Idera's SharePoint product suite. Moving forward, Metalogix will handle all support activities and future releases for the SharePoint products. This includes SharePoint backup, SharePoint diagnostic manager, SharePoint enterprise manager, SharePoint audit, etc.

    To open a support case with Metalogix or follow up on an existing Idera support case, please visit http://www.metalogix.com/Support.aspx or call +1 (202) 609-9100. 

  • I have questions regarding my SharePoint Enterprise Manager upgrade.
    Effective December 2, 2013, support for all Idera SharePoint products, including existing cases with Idera Technical Support, will be transferred to Metalogix (http://www.metalogix.com/Support.aspx). Metalogix provides content infrastructure software to improve the use and performance of enterprise content and has recently acquired Idera's SharePoint product suite. Moving forward, Metalogix will handle all support activities and future releases for the SharePoint products. This includes SharePoint backup, SharePoint diagnostic manager, SharePoint enterprise manager, SharePoint audit, etc.

    To open a support case with Metalogix or follow up on an existing Idera support case, please visit http://www.metalogix.com/Support.aspx or call +1 (202) 609-9100. 

  • I have questions regarding my PowerShell Plus upgrade.
    1. Where can I get the latest version of PowerShell Plus?

      The new PowerShell Plus 4.0 - Professional Edition release is available here.

      * If you are current on your PowerShell Plus maintenance, you may upgrade to the latest version of PowerShell Plus free of charge. If you are not sure of your maintenance status, please contact upgrade@idera.com for assistance.

    2. How do I get assistance with my upgrade?

      upgrade process, Idera's outstanding technical support team is available to assist you. Simply visit support or email support@idera.com for assistance.

    3. Do I need to uninstall my existing PowerShell Plus installation to install the new version?

      PowerShell Plus will automatically upgrade your existing PowerShell Plus installation. We support upgrading in place from version 3.1 through 3.5. For older versions, we recommend you first uninstall PowerShell Plus before install version 4.0. If you have any questions about this information, please contact support@idera.com.

  • I have questions regarding Linux Hot Copy.

    1. Are Hot Copies Readable and Writable?
    Yes you can Read AND Write to your Hot Copy.

    2. Does the FREE Hot Copy Come with Technical Support?
    You may ask for help and report issues using our forums.

    3. Does the Hot Copy Survive a Reboot?
    NO.  If you reboot you lose your Hot Copy(s).  This is similar to LVM2 which does not support snapshots across reboots.

    4. Does Hot Copy use LVM?
    NO.  Hot Copy does not use or depend on LVM in any way.  This is a big advantage.  You Do Not need LVM to use Hot Copy.

    5. Can I take Multiple Hot Copies of the Same Device?
    No. Yes as of Hot Copy 3.3.0 you can take multiple point-in-time snapshots of the same device.  Be aware there is a performance penalty when you create multiple snapshots for the same device.

    6. How do I allocate Space for my Hot Copy?
    You don’t need to.  Hot Copy will automatically use available free space on your disk to store the Hot Copy!  It will only use as much space as needed to maintain the snapshot and will grow this space as you make changes to the real device or to the Hot Copy.   You can override this and specify a different device to store the changed blocks on.  You can also control a free space quota to prevent your drive from filling up.

    7. What Kernel Versions are Supported?
    Current Hot Copy supports 2.6 Linux kernels. 

    8. Why do I need Hot Copy? What’s wrong with LVM snapshots?
    LVM is Great! We found LVM did not fit the need of many users so we created Hot Copy.

    Here are some reasons LVM snapshots are not always best:

    • LVM Snapshots perform poorly on busy servers (Hot Copy is more efficient and typically performs better than LVM Snapshots)
       
    • You always need to have all of your data on LVM to use LVM snapshots! Many people have servers or are administrating servers that don’t use LVM. Or you may have some data on a Logical Volume while other data is on a partition. For example the root device is commonly Not on LVM.

    • The LVM snapshot needs dedicated free space in the LVM volume group and normally all of this is already allocated to the existing Logical Volumes. No free space in your LVM Volume Group means No LVM snapshots.

    • Your system must be upgraded to LVM2 to get writeable snapshots.

    • You may need to patch LVM with the VFS-lock patch to get consistent file system snapshots.

    9. How long does it take to create a Hot Copy?
    The file system is only frozen for milliseconds and the entire operations completes in 1-2 seconds.

    10. How Much Memory Does Hot Copy Use?
    Hot Copy uses a temporary memory cache to hold "in flight" changed blocks before they are written to disk.  This memory usage depends on how write intensive your server is.  As long as your server is not already very low on physical memory before you create the hot copy you should not have a problem.

    Hot Copy uses No memory intensive bitmaps and scales VERY well with large disks.

    11. I have X number of Terabytes to Hot Copy. Can hcp handle that?
    Yes. There are No known limits with Hot Copy

    12. How Much Overhead Does Hot Copy Create?
    To maintain the Snapshot Hot Copy uses the a very common copy-on-write method. Other examples of copy-on-write snapshots are: Linux LVM Snapshots and Microsoft Volume Shadow Copy.

    After you create a Hot Copy snapshot the first time a disk block is overwritten with changes the Hot Copy device driver must save a backup copy of the block before the change is written to the disk.  This means the first time a block is overwritten on disk after making the snapshot there is an extra read and write triggered for writes that overwrite existing disk blocks.

    Hot Copy does use resources to maintain the point-in-time snapshot so its recommened you keep some unused resources available on your server.  Most servers even VERY I/O intensive servers handle Hot Copy with great ease.  

    13. Is Hot Copy CDP?
    NO.  While CDP requires a snapshot.  Hot Copy is not CDP.  CDP requires a snapshot and near-Continuous block level change tracking or delta computation.  Hot Copy will make a perfect point-in-time snapshot.  It can NOT tell you what the deltas are since your last backup and it can NOT reduce your backup windows.  Only R1Soft CDP can do that.

    14. What File Systems Does Hot Copy work with?
    Hot Copy is Not file system dependent.  It is tested primarily on ext3 and should work well on any file system (note: it does Not work on Network File Systems).

    15. Can I use Hot Copy on a Network File System like NFS or CIFS?
    No.  Hot Copy works at a low level and must have direct access to a block device.

    16. Does Hot Copy Work with Journaled File Systems? How about synchronous I/O?
    Yes and Yes. The Hot Copy device driver works in perfect harmony with Journaled file system and synchronous disk I/O. This is because Writes that require a copy-on-write operation to your real disk do not complete until the old data is read from disk and the new data is written through to disk (copy-on-write).

    Note writes to the Snapshot (virtual disk) are not guaranteed to be synchronous.