Product Support - ChangeBASE

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Does ChangeBASE support ASP/ASP.NET/Java in web capture
Does ChangeBASE support ASP/ASP.NET/Java in its web capture feature?
When creating the database it is giving permission issues.
SQL DBA created database but ChangeBase cannot use it, giving permissions issues. How to prepare database properly and what configuration steps are needed in ChangeBase?
How to properly prepare for the ChangeBase database creation
There's an enterprise-wide SQL server. What are the requirements for ChangeBase account in order to properly create the ChangeBase database?
DaCC may not reflect changes made in ChangeBASE
When updating values in the ChangeBASE Applications screen (e.g. defining Product or Report groups) and DaCC (Dependency and Conflict Checker)  is already open, these new values may not be immediately reflected in the Applications grid in DaCC – they will still display their old values.
Assessment of Web Source Files on ChangeBASE 6.x in folders
Is it possible to assess web source files (html, css, javascript) in version ChangeBASE 6.x, when they're located in the folder? The web capture from folders worked in 5.x but not in 6.x version.
How to subscribe to RSS Feeds/Product Notifications
How to subscribe to RSS Feeds/Product Notifications to opt into support notifications to receive emails about the latest software patches, version releases, and updates to our Knowledge Base.
How to reinstall ChangeBASE fresh on the same machine
Sometimes, attempts to reinstall different versions of the ChangeBASE on the same machine may cause odd issues and errors. How to cleanup all traces of the old installation and reinstall the product?
Running a ChangeBASE Guest VM under Windows 8.1 Hyper-V
Is it possible to use a guest virtual machine running in Hyper-V on a Windows 8.1 computer?
Exe repackage fails on x64 machine
When trying to convert and EXE to an MSI using the inbuilt repackage option. It fails with error "Filter drivers couldn't be loaded"
Licensing issue: “I thought I bought this functionality, but I don't see it"
The desired functionality does not appear to be available.
Below is a list of the recommended software along with any documentation that will help with the install process to bring your product to the version referenced.

ChangeBASE Web Capture Utility 1.0.2
You can install the Web Capture utility on a ChangeBASE client, the ChangeBASE server, or on its own dedicated server. NOTE: If you are going to be installing the utility on its own dedicated server, then it should meet the machine requirements outlined in Minimum Requirements for Server Hosting ChangeBASE Service, although you do not require SQL Server as all data is captured in standard XML form...
ChangeBASE 6.3
ChangeBASE has continued to push the boundaries of what automation can do to facilitate enterprise application migration and management. As a leading provider of automated application compatibility analysis, remediation and conversion, ChangeBASE is now extending the scope of management to include the greater application management ecosystem through even more extensibility with the complete Change...
MSI Studio is rolled back to a version pre-ChangeBASE v.6.2.2
MSI Studio was updated in ChangeBASE v.6.2.2, however this update introduced some undesirable side effects in its operation.To remedy this, Dell have rolled back MSI Studio to the last stable release. If you have not updated MSI Studio then there is no need to make any change. 
Upgrade to 6.2.0 or 6.2.2 may fail when applications have been deleted under certain circumstances.
When upgrading to 6.2.0 or 6.2.2, it is possible to get an upgrade error, indicating a database upgrade failure. When checking the CB.Upgrade.yyyymmdd.hhssmm.txt log in C:\ProgramData\ChangeBASE\Logs, this error appears:“No Package DId found for Check Transaction xxx related to Load Transaction yyy  at CB.Upgrade.Custom._6._2.UpgradeItemsPreUpgrade.AddPackageTypeToCheckExecIns...
Upgrade may fail if upgrading from a version of ChangeBASE before 6.2.0 to a version after 6.2.0.
When upgrading from PRE-6.2.0 to POST-6.2.0, for example from 6.1.1 to 6.2.2 or 6.2.3, it is possible to receive an upgrade error, indicating a database upgrade failure. When checking the CB.Upgrade.yyyymmdd.hhssmm.txt log in C:\ProgramData\ChangeBASE\Logs, this error appears:“Custom Upgrades Exception Failed to update TransactionIds on Packages which have been dragged into other Application...
The ChangeBASE conversion process, when using MSI Studio, may not produce usable MSIs.
When using MSI Studio to convert legacy applications, the end result may be an MSI that contains invalid or corrupted file locations. 
Stuck in database creation, receiving a licensing error.
Can multiple ChangeBase server installation be managed by one management workstation? Database creation on different ChangeBase server prompts a licensing error."Cannot create a repository: You have either entered an incorrect Site Message, or you have attempted to use this license for an invalid ChangeBase Server. Please enter the Site Message exactly as supplied by Dell, and please ensure t...
The Dependency and Conflict Checker (DaCC) Application Appears to Hang at Start-up
When starting the Dependency and Conflict Checker (DaCC) on a computer that is remote to the ChangeBASE service, the application appears to hang and “Access is denied” messages appear in the client log files. This behaviour does not occur when DaCC is run on the machine where the ChangeBASE server is installed.
6.2.2 Upgrade will fail after a custom fix was added and then removed
Upgrading from an existing ChangeBASE v.6.2 instance where a custom fix has been added and then deleted may fail with the following error When checking the CB.Upgrade.yyyymmdd.hhssmm.txt log in C:\ProgramData\ChangeBASE\Logs, this error appears:Missing value for DId [xxxxxx], TypeId 32000
Unable to import more than one MSI created by the Repackaging process
An MSI that has been created by the Repackaging process can be imported into ChangeBASE enabling it to be assessed, fixed, virtualized etc. However, it may be found that only a single such MSI can be reported, with subsequent imports resulting in an error message being displayed in the import log of “Repackaged MSI already imported for this application” even when the MSI is being impor...
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ChangeBASE won't launch after rename of SQL database
ChangeBASE SQL database was renamed by DBA. Now ChangeBASE won't start.
The ChangeBASE client reports an error “Startup Failed – An entry with the same key already exists” on startup
Under certain conditions, the ChangeBASE client may display the above error on startup if the ChangeBASE service has been restarted whilst applications were still in the process of being imported. An example of when this could happen is if a scheduled rebuilding of the SQL indexes had been setup to run overnight (as in Dell Knowledge Base article 135255), but an import of applications had started ...
Unable to see issues for Custom Checks
After creating a Custom Check and returning to Check Results, the issues for that check may not be displayed.
Repackaged MSIs cannot be built during auto-conversion via ChangeBASE
When attempting to repackage an executable using ChangeBASE with MSI Studio, in some cases the MSI will be built but it will not contain the CAB file containing the files, so it will be less than 1MB and won't be usable.
6.1 Professional Implementation - Web-based Training
The ChangeBASE 6.1 Professional Implementation self-paced, web-based training course is designed to provide students with the essential information needed to effectively implement the solution.
When moving from production LAN to wifi, Changebase VM loses access to HyperV
 The ChangeBase server is hosted as a VM on Win 8.1 HyperV laptop. The repackaging/virtualisation VMs are also hosted on the same laptop. The VMs are all in a test domain. The HyperV laptop is a member of the production domain.Problem:ChangeBase stops being able to repackage/contact HyperV when the laptop is not on the production LAN.
Repackage error "Object reference not set to an instance of an object." RevertToSnapshot error
When trying to perform a repackage operation, the task fails with the messageObject reference not set to an instance of an object at CB.ConversionTechnology.NonControllerBasedTechnology.RevertToSnapshot
Repackage error "Object reference not set to an instance of an object." VIDirectoryExistsInGuest
When trying to use Convert to repackage an EXE, the task fails withRepackage error "Object reference not set to an instance of an object." and CVMA.Hypervisors.VMware.VIServer.vSphere.VirtaulMachine.VIDirectoryExistsInGuest(String path)
Error "Please verify the server address and that the server is running the ChangeBASE service"
When launching the ChangeBase Console, it fails to connect to the ChangeBASE service. Checking the C:\ProgramData\ChangeBASE\Logs\CB.Data.TraceOutput log file shows the following error. "Error: 41 - Cannot open a Shared Memory connection to a remote SQL server"
When repackaging with MSI Studio on a 64-bit VM, MSI Studio fails to start
A problem has been identified that can occur when ChangeBASE version 6.1 attempts to repackage an application using MSI Studio on a 64-bit virtual machine.Version affected:ChangeBASE version 6.1 + MSI Studio repackaging on a 64-bit build
The information below represents the most common issues customers are encountering or recent resolutions to help you trouble shoot your Dell Product.

When creating an MSI package from CB tool - it doesn't create the correct size MSI
When performing repackaging using MSI Studio, the resulting MSI file is very small and can't be installed properly.
Creating a virtual ThinApp package may not create the MSI Installer file when expected.
Under certain conditions, if the Virtualisation options have been correctly set for ThinApp to produce an MSI Installer file as part of the Virtual Package, the MSI file may not be created.
The User Defined Dashboard widget may not display the pie and bar charts when criteria have been initially selected or altered
Under certain conditions, the User Defined Dashboard widget in the ChangeBASE client may not display the pie and bar charts when it is initially configured, or when the criteria have been altered. Instead, when the widget is expanded, the message “Pie chart will appear here once valid criteria have been selected below” will be displayed. This may occur even if valid criteria have been ...
Exception during Conversion
Attempting to convert a .exe install into an MSI but  receiving an "Exception during Conversion" error followed by 'CVMA.Hypervisors.VMWare.Vix.VMWareException: The connection to the host was lost'. 
Report directory was moved, unable to change path in ChangeBASE to reflect the move
Even the admin login is unable to change product settings. Looking at the roles tab it's set as a super user, but has a check by in the admin column. It appears none of the default roles has access to change product settings.
It may not be possible to repackage an application when it is wrapped in a batch file.
When using ChangeBASE to create an MSI for an application that is installed by a batch (“.bat”) file, the capture process may start but terminate without installing the application. If this happens, either no MSI will be created on completion of the process, or an MSI will be created but will be missing most or all of the application’s files.
Duplicate issues may be displayed following new platform creation
When creating a new Platform (using the Settings, Platform screen), and then viewing the list of issues in the Checks screen, some issues may be duplicated (i.e. listed twice). If fixing is attempted on one or more of these duplicate issues, the fix process may fail.
Client crashes when selecting a Web issue row on the checks screen
Under certain circumstances using the ChangeBASE client on Windows 7 64-bit with a trial license, a web package source and the IE10 check bundle, the ChangeBASE client may crash with the following error message in the client error log "System.ArgumentException: 'HyperlinksActive' property was already registered by 'CBHyperlink'." When selecting one of the checks and then ...
Roles options greyed out
After installing the ChangeBase and configuring the product it's not possible to create additional roles or move users to different roles. The buttons to do so are greyed out.
Product Tab not visible under Settings
For certain ChangeBase license types, the Product Tab is missing from the settings page
Version Full Support as of Limited Support as of Support Discontinued
6.3 8/19/2015
6.2.x 11/6/2014
6.1.x 5/8/2014 10/1/2015 5/1/2016
6.0 11/6/2013 4/1/2015 10/1/2015
5.3.x 3/27/2013 10/1/2014 4/1/2015
Earlier product versions not listed are considered discontinued.

The Product Support Lifecycle table above describes the phase during which Dell Software products are eligible for product support and new release downloads.

Product Support Policies

The Product Support Lifecycle describes the phases during which our products are eligible for patches (fixes), support and downloads from the Support Portal.

It is our policy to provide support and fixes in current versions of our products when you are under a current support agreement. Fixes to older versions are at our discretion. We strive to put resources behind the most recent product releases in order to continually improve and enhance the value of our products.

We will attempt to answer questions on older versions of our products provided resources are available; however, if you are using a discontinued version, we encourage you to upgrade to the currently supported version of the product.

Our usual support policy is to provide support on both the current (n) and prior (n-1) versions of our products. Refer to the product lifecycle table on your Product Support Page or Knowledge Base for more information.

Full Support

  • Product is fully supported, generally available release/version.
  • Includes most current released version of a product and one or more prior releases.
  • Enhancement requests for this release are accepted and may be considered for future releases.
  • Maintenance releases and/or hot fixes are periodically made available for this release.
  • Release/version is fully supported by both Support and Development.
  • Release/version is available for download from Support Portal.

Limited Support

  • Support is available for this release/version, and we will use best efforts to provide known workarounds or fixes.
  • No new code fixes will be generated except under extreme circumstances and at our discretion.
  • Enhancement requests are not accepted.
  • You are encouraged to plan an upgrade to a release/version on "Full Support".
  • Release/version is available for download from the Support Portal.

Discontinued

  • Includes release/versions which are retired or discontinued.
  • No new patches or fixes will be created for this release.
  • Release is not available for download from the Support Portal.
  • Support will be provided to assist with upgrading to a supported version.
  • Support is not obligated to provide assistance on this version of the product.

Continuing Support

If you are unable to upgrade or migrate your product prior to its end-of-life, we offer a Continuing Support service to provide you with one year of limited support beyond your software’s end-of-life or end-of-support date. Continuing Support is not guaranteed on every product.

  • Annual software maintenance contract must be renewed.
  • Includes uninterrupted access to technical support via phone, online and chat.
  • Support Engineers will provide known workaround solutions and fixes.
  • Fee-based service available on selected products.

    Product Enhancements

    If you are interested in submitting product enhancement requests, you can do so by creating a case with support. When we receive a product enhancement request, the Support Engineer will work to define and clearly document the request. Once documented, the request will be submitted into the enhancement review system, the identification number will be provided to the submitter, and the support case will be closed.

    Product Management will review the open enhancement requests on a periodic basis and consider them for inclusion in a future product release. Product enhancements will not be considered or implemented in current or prior product releases. There is no guarantee that a specific enhancement request will be implemented in a future version of our product. It is at our discretion if a certain enhancement will be offered for an additional charge or as a chargeable option.

    Product Defects

    If your issue is determined to be a defect in the product, it is recorded in our defect tracking system, a unique Defect Identifier (ID) will be provided to you and the support case will be closed. Notifications of new product releases will be emailed to you as long as you who have configured your profile to receive product notifications. Release Notes for new releases of products will contain the list of Defect Identifiers that were addressed in the release. You can review the release notes or search the Knowledge Base on the Support Portal using your Defect Identifier to see if the issue has been addressed. We do not guarantee that all defects identified will be fixed in a future release of the product.

    Our products have license keys generated for their use. Some products require a new license key when upgrading to a new release and/or patch. We also recommend that prior to any migration or upgrade of products, new licenses are confirmed as functioning properly as some license keys are machine and machine name specific.

    If you have questions regarding licensing of a product please complete the form available on the Support Portal Licensing Page. A Dell Software Licensing Representative will respond to your query within 24 hours.

    You may also email the Dell Software Licensing team: license@software.dell.com.

    For SonicWALL specific licensing questions, contact SonicWALL Customer Service.

    Support for Trial Users

    We offer software trials on selected products for testing purposes. Support for trial users is limited to 30 days from the registration date. Service Requests for your trial product may only be submitted during the first 30 days of your testing period. You will still have unlimited access to our Support Portal for accessing the Knowledge Base and Product Pages.

    Customizations policy for Dell Software products

    A customization indicates functionality and configurations added to a product that are not provided as part of the core product release and, as such, would be outside the scope of normal support and maintenance. Customizations may take the form of new or modified scripts used within or alongside our products, as well as additional functionality such as custom reports, dashboards, rules, automated actions, etc. developed by you, your partners, or our Professional Services Organization.

    Support and Customizations

    We do not perform or maintain customizations. The design and development of customizations to our products is your responsibility. Assistance from Support will be limited to helping ensure that the product's functionality which enables the addition of customizations is functioning as expected. Alternatively, you may obtain guidance through product specific community sites or the Support Knowledge Base.

    Advanced Assistance

    If more thorough and detailed assistance is needed to design and develop customizations, we recommend that you engage our Professional Services Organization or fully certified partners to assist. Their expertise in designing customized solutions will ensure customers receive maximum value and product adoption. In addition to providing post-implementation expert services, Professional Services also offers a variety of pre-packaged customizations for some products which may meet your specific requirements.

    Training & Certification

    We recommend that you obtain the appropriate product training before attempting to design, develop, and implement any customization to our products. Our training courses will equip you with the necessary knowledge and ability to design and implement effective changes to our products. For more detail on the training services available, please refer to Training & Certification Services .

    Maintaining Customizations

    Careful consideration should be given to all customizations during future migration or upgrade exercises to new product and platform versions. Customizations could inhibit the upgrade itself and may require a level of re-work to continue functioning properly. Support does not take ownership for any customizations. We strongly encourage you to document and maintain records on any implemented customization work. These records can be useful in isolating problems that may be attributable to the customization or a defect in the core product.

    Support Policy on Virtualization

    Virtualization is a technique for hiding the physical characteristics of computing resources from the way in which other systems, applications or end users interact with those resources. It is able to make a single physical resource, such as a server, operating system, application or storage device, appear to function as multiple logical devices. It can also make multiple physical resources such as storage devices or servers appear as a single logical resource. As a result virtualization enables IT departments to increase the utilization of resources, increase high availability, and simplify back-up, systems administration and recovery procedures. It also allows IT departments to be more responsive to the dynamic needs of the business. Examples of virtualization technologies include VMware ESX Server, Citrix/XenServer and Microsoft Windows Server 2008 Hyper-V.

    Our products leverage the binary compatibility offered through virtualization technologies, which provide complete transparency to the operating systems and applications deployed. As a result, for all casework received where the Dell Software product is being used in a virtual environment, we will assume that the problem is common to both native and virtual operating environments, and that we will only require the customer to recreate the problem in a native environment if and when there is reason to believe that the problem is unique to the virtual environment itself.

    From a purely functional perspective, our products will operate in exactly the same way, however we can make no guarantees with respect to performance or scalability in a virtualization environment running multiple virtual instances. Configuration aspects such as CPU, memory availability, I/O subsystem and network infrastructure can all influence such a deployment, which should be given careful consideration to ensure the virtual layer has the necessary resources available to provide a satisfactory user experience.

    Support Policy on Third-Party Software

    We are committed to providing products which work on the latest platforms and technologies available in the industry today. We work closely with technology vendors to ensure earliest possible compatibility with our solutions. We provide full details of all systems requirements, together with platform and third-party product versions supported with our products, in the Release Notes published for each product. These include operating system versions, service pack levels, mail clients or server versions, database versions, browsers and other related technology supported and at which particular version level our products have been formally tested and certified to run against. The support of future platform versions, new service packs and other related technologies would be taken into consideration and addressed during the regular product maintenance and release cycles of our products. This provides ongoing upward compatibility of our products as used in customer environments. It should be noted therefore that there could be a delay between the availability of the latest platform technology release or service patch, and the product version certified to operate against this. Please contact Support should you have any questions with regards to the current support status of any product and a particular related platform, patch or third-party product support not explicitly documented in our release notes.

    For more information about the latest third-party platforms and versions supported, please review the System Requirements section of the release notes for your product or search our Knowledge Base on the Support Portal. Please note that while we do not directly or officially support third-party software, we work closely with many other providers to ensure our customers receive the best possible service at all times.

    Regional software license agreement applicable to your use of the software is available below (including software preinstalled on Dell hardware or made available to you by download, disk media or otherwise, at no additional cost).

    Click here to find your regional agreement.

    See all Support Policies