Product Support - Defender

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Self-service tools will help you to install, configure and troubleshoot your Dell product.

Our technical support staff has identified the following critical information to get you started. To get the best results make sure you read through all material prior to using your Dell Product.

How to Run the Delegation Wizard and Delegate Defender Permissions
What are the correct steps that can be used to Delegate Defender permissions or roles out to Users or Groups in Active Directory?
Defender Desktop Login prompts for Token Response for excluded user
When a user who is a member of an excluded group attempts to log into a Defender Desktop Login protected system they are prompted to enter a token response.
Soft token import error: "The import cannot proceed. Please ensure that the license types (permanent or temporary)"
Import of a soft token license fails with the error"Defender Import Wizard The import cannot proceed. Please ensure that the license types (permanent or temporary) are the same as the currently installed licenses and that the licenses cover all currently generated tokens."
How to enable diagnostics for the Defender Management Portal
How to enable debug diagnostics for the Defender Management Portal and enable additional diagnostics for Reports.
Does Defender support Microsoft AD FS 3.0 ?
Does Defender support AD FS 3.0? Does a Custom Authentication Method exist for AD FS ?
Proxy authentication Requests between Defender Security Servers
You are looking to forward authentication requests received by the Defender Security Server (DSS) to another DSS located on a different trusted domain.
When using ActiveRoles Server (ARS) to deprovision an account, will it remove the Defender token?
When using ActiveRoles Server (ARS) to deprovision an account will it remove the Defender token assignments?  If not by default, can it be removed via script?When an account is deleted does the assigned token go back into the "pool" of available tokens automatically?
Which BlackBerry token in the App Store should be installed?
Which BlackBerry token in the App Store should be installed?
Information regarding upgrading from from Defender 5.1 to 5.7
Upgrading from from Defender version 5.1 to version 5.7.  Are there any schema changes that will effect our Active Directory environment?
Video: How to upgrade from version 5.6 to 5.7 of Defender
When upgrading the core components of the Defender product, what is the general process that should be followed when upgrading from version 5.6 to 5.7?
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.

After updating the Defender iToken to the latest version, receive error, "Invalid Token. Token is locked to a different device."
In certain circumstances after upgrading the Defender Soft Token to version 1.1 or 1.2 on iPhone, users are receiving an error when opening the app and the token will no longer generate response codes"Invalid Token. Token is locked to a different device."This does not seem to affect devices were the iToken application was manually updated rather than automatically updated.
Defender iToken application not available for download from the Apple AppStore
When attempting to locate and download the Defender iToken application to Apple devices the app is not available for download from the Apple AppStore.
Information regarding upgrading from from Defender 5.1 to 5.7
Upgrading from from Defender version 5.1 to version 5.7.  Are there any schema changes that will effect our Active Directory environment?
Video: How to upgrade from version 5.6 to 5.7 of Defender
When upgrading the core components of the Defender product, what is the general process that should be followed when upgrading from version 5.6 to 5.7?
Upgrading Defender
What is the upgrade process for Defender?
An error is displayed when creating a security policy: "Failed to create the new object, error code = 0x80072014"
An error is seen when creating a Defender Policy.  An example of the error:  "Failed to create the new object, error code = 0x80072014"
Defender 5.7 Desktop Login Hotfix (Update 5.7.0.4367) for solution 125690
This hotfix is a complete rebuild and repackaging of the Defender Desktop Login component.Please refer to the Support Portal knowledgebase article 125690 for additional information and instructions on implementing the patch.
Defender 5.7 PowerShell Management Hotfix (5.7.0.4332) for solution SOL116496
Defender 5.7 PowerShell Management Hotfix (5.7.0.4332) for solution SOL116496 in ZIP format.Please refer to the SupportLink knowledgebase article SOL116496 for additional information and instructions on implementing the patch.
Defender 5.7 Administration Console Hotfix (Update_5.7.0.4330) for solution SOL115596
Defender 5.7 Administration Console Hotfix (Update_5.7.0.4330) for solution SOL115596 in ZIP format.Please refer to the SupportLink knowledgebase article SOL115596 for additional information and instructions on implementing the patch.
Defender 5.7 ARS Integration Pack Hotfix (Update_5.7.0.4289) for solution SOL106619
Defender 5.7 ARS Integration Pack Hotfix (Update_5.7.0.4289) for solution SOL106619 in ZIP format.Please refer to the SupportLink knowledgebase article SOL106619 for additional information and instructions on implementing the patch.
Technical Support has reviewed all the support information and has identified the most popular helpful tips and how to videos or articles to ensure you get the most out of your Dell Product.

Importing Yubikey into Defender when Yubikey import file is not provided by Dell
When Defender customers receive Yubikey tokens from Dell, they are provided with an import file that must be formatted properly. How can this file be properly created if the Yubikey and import file did not come from Dell?  Yubikey provides a configuration tool for this purpose, but what options must be selected?
How To: Delete or Rename a Defender Soft Token on iOS
How to delete or rename an iToken in the Defender Soft Token app on iPhone or iPad?
How to configure Active Directory Rollout Mode for Defender
What are the steps required to configure Defender for Active Directory Rollout mode? With Active Directory Rollout mode users will be able to authenticate using their Active Directory password until a Defender token has been assigned/registered to their Active Directory user account.
Defender Access Node Configuration
What is a Defender Access Node and how is it defined? If the Access Node configuration is incorrect you may receive error messages when users attempt to connect using Defender authentication, e.g.: "Access Denied - No valid route found. Please contact your administrator." The DSS Log may show the following: "User not valid for this route"
Is it possible to enforce a Temporary Response to be single-use only by using Group Policy?
Is it possible to use Group Policy to enforce that a Temporary Response can be used only one time?  For example, the Temporary Response may be created within Active Directory Users and Computers via the Defender HelpDesk menu with the option to allow the response to be used multiple times.
Unable to issue Soft Tokens; email error is displayed.
Selecting the "Send an email" option in the Defender Management Portal Token Deployment system, and then an error is returned:"Sorry, there was a problem sending an e-mail. Please try again later. "Also, the Token Deployment configuration page may return a similar error:"Sorry, there was a problem sending an e-mail. Please try again later. Service not available, closing tr...
Defender Web API is not working
I cannot successfully assign a token to a user using the Web Service API. I have tried both programmatically and with SOAP UI.
Defender Desktop Login Offline token sync
When attempting to logon on to Defender Desktop Login with a OATH/Event based token, the below prompt is displayed. However, entering the next token response does not resolve the issue, and the error reappears. This issue only occurs the device is offline (ie. unable to contact the Defender Security Server). "Your token is not syncronised with DefenderEnter the next reponse."
Is it possible to use ADM/ADMX files for Desktop Desktop Login Group Policy?
Is it possible to use ADM/ADMX files for Desktop Desktop Login Group Policy instead of installing the Defender Desktop Login Group Policy (x64).msi or Defender Desktop Login Group Policy.msi files?
Are Defender iTokens supported on iPads?
Are Defender iTokens supported on iPads?If so, what are the requirements?
The information below represents the most common issues customers are encountering or recent resolutions to help you trouble shoot your Dell Product.

After updating the Defender iToken to the latest version, receive error, "Invalid Token. Token is locked to a different device."
In certain circumstances after upgrading the Defender Soft Token to version 1.1 or 1.2 on iPhone, users are receiving an error when opening the app and the token will no longer generate response codes"Invalid Token. Token is locked to a different device."This does not seem to affect devices were the iToken application was manually updated rather than automatically updated.
ISAPI errors in Web Interface : http 401.5 - Unauthorized: Authorization failed by an ISAPI/CGI a
When you browse to a Web (asp) Page that is hosted on IIS 6.0, you may receive an error similar to the following:HTTP Error 401.5 - Unauthorized: Authorization failed by an ISAPI/CGI application. Internet Information Services (IIS
Soft token import error: "The import cannot proceed. Please ensure that the license types (permanent or temporary)"
Import of a soft token license fails with the error"Defender Import Wizard The import cannot proceed. Please ensure that the license types (permanent or temporary) are the same as the currently installed licenses and that the licenses cover all currently generated tokens."
Unable to reset expired Active Driectory passwords with Defender
Users are unable to reset expired passwords when prompted by Active Directory.  They may be prompted when using the Desktop Login client, or when connecting via a VPN.
License import error: "The license is invalid for the number of tokens assigned"
Installing a new user license for Defender and receiving this message: "The license is invalid for the number of tokens assigned"
License import error: "The selected file was unable to be opened. Please ensure that you have selected a valid file and have entered the correct key."
When installing a new User License or a Soft Token License you receive the error: "The selected file was unable to be opened. Please ensure that you have selected a valid file and have entered the correct key."
How to unassign Defender Desktop Tokens
How to unassign Defender Desktop Tokens
License import error :"Encountered an improper argument."
Error: "Encountered an improper argument." when importing soft token licenses
License import error: "License is not valid for this domain (error code = 0x1)"
During the installation of the license, you receive the following error:"License is not valid for this domain (error code = 0x1)"
Version Full Support as of Limited Support as of Support Discontinued
5.7 5/1/2012
5.6 11/24/2010
5.5 10/6/2009 11/1/2012 5/1/2013
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