Product Support - Enterprise Reporter

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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 report on the account each service runs as?
Can a report be run that lists all the accounts that each service on a computer is configured to run as?
How to export discovery logs.
How to export discovery logs.
How to Upgrade Enterprise Reporter?
What are the steps needed to upgrade Enterprise Reporter?
Can Discovery Nodes be deployed on untrusted domain servers?
Cannot deploy Discovery Nodes to untrusted domain external server.
Domain Functional Level Reporting
There are no reports for Domain Functional Level on the Enterprise Reporter Report library.
ER database structure changes from version to version
Are there any major changes in the Enterprise Reporter database when upgrading from one version to another (e.g ER 2.0.1.1900 - ER 2.5)?
How to remove Knowledge Portal setting in the Configuration Manager
How to remove the Knowledge Portal setting in the Configuration Manager. If the setting already entered, it cannot be removed.
The previous data will be overwritten by the current discovery
The previous data stored in the database will be overwritten by the latest discovery.
How to export the report to others output format on the console?
How to export the report to others output format on the console?
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.

Enterprise Reporter 2.5.1
Enterprise Reporter provides a unified solution for data discovery and report generation. Using Enterprise Reporter’s Discovery Manager, administrators can easily configure and deploy discovery jobs to collect and store data. Once the data has been collected, the Report Manager allows users to produce reports that help organizations ensure they comply with industry regulations and standards, inter...
Send an email alert when Access Explorer agents are not working correctly
Send an email alert when Access Explorer agents are not working correctly
Security groups not created at end of installation
Upon the completion of the application installation an error is received stating that the security groups required for access to the application and its database have not been created.
Error when deploying a discovery node: "Deployment failed cannot validate user acount"
The below error may occur when deploying a discovery node: "Deployment failed cannot validate user acount"
Will an upgrade from Quest branded Enterprise Reporter to Dell delete old files in the server?
When upgrading from a Quest branded version of Enterpise Reporter (2.0, 2.0.1) to a Dell branded version (2.5 and later) will the installer remove the old files and folders from the previous installation anywhere on the system?
Database Wizard error - "Could not create groups"
During the database creation, the Database Wizard may show the following error:"Could not create groups: Reporter_Reporting_Operators, Reporter_Exploring_Operators. (DbLibrary)"Additional Information:"Unable to create windows group 'Reporter_Reporting_Operators' with domain <DomainName> while creating database on <SQLServerName>. See inner exection for more detai...
Error during upgrade from version 1.0 to 2.0: "Could not create groups"
The below error may occur during the upgrade of Enterprise Reporter from version 1.0 to version 2.0: "An error occurred during the database upgrade. (DbLibrary) ADDITIONAL INFORMATION: Could not create groups: Reporter_Discovery_Admins, Reporter_Reporting_Admins, Reporter_Reporting_Operators, Reporter_Exploring_Operators. (DbLibrary) Unable to create windows group "Reporter_Discovery_Admins" o...
The "I accept these terms" radio button is grey out on the license page
The "I accept these terms" radio button is grey out on the license page and installation unable to proceed.
Can Enterprise Reporter be installed on a virtual server?
Can Enterprise Reporter be installed on a virtual server?
Can the Enterprise Reporter installation be distributed or does everything have to run from the server?
Does the Configuration Manager and Report Manager need to be run from the Enterprise Reporter Server?
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.

Temp files (.tmp) are not being deleted
The below temp files may not be removed automatically:"C:\users\<service account>\AppData\Local|Temp\*.tmp"
SQL Logins Report produces no results
Running the "SQL Logins" report and it is producing no logins in the results.
Remove blank column and row in a report exported to xlsx format
Remove blank column and row in a report exported to xlsx format
QKP Configuration error 407: Authentication Required
Host not found error when launching the Quest Knowledge Portal on browser, error 407:  authenticationrequired shown when configuring QKP through the Report Manager console.
Deleted computers still show in computer reports
Computers that have been deleted in Active Directory still exist in computer reports even though the computer discovery has run after the deletion.
Are any events logged when a node goes into a faulted state
If a node becomes faulted, are there any events logged that could be monitored?
How to silently install the Configuration Manager and the Report Manager
This solution outlines the commands to silently install the Configuration Manager and Report Manager.
Unpublished - Consoladated under 124715 - Can Reporting Users see the run history of scheduled reports
Can members of the Reporter_Reporting_Operators group view the run history of the report schedules?
Error: "An attempt to reinstall the file system driver was not successful. A system reboot is required"
When viewing the events for the Access Explorer agents, the following error may be logged:"An attempt to reinstall the file system driver was not successful. A system reboot is required"
Report on Computer NetBIOS name instead of FQDN
Computers name is being displayed as the FQDN (fully qualified domain name) instead of the NetBIOS name.
The information below represents the most common issues customers are encountering or recent resolutions to help you trouble shoot your Dell Product.

Issues running computer discoveries on a disjoined domain
When running a discovery it is not possible to collect data from computers when is used a disjoined domain
The Quest Enterprise Reporter Server service will not start
Starting the service fails with a 1067 error.
Discovery Node Service starts, then stops
Reporter node service stops suddenly, status in Configuration Manager stuck at "initializing" when adding it to cluster.
Computer discovery with error "retrieving security options MSS"
Error in computer discovery "retrieving security options MSS"
Discovery results terminology
What do the "total changed", "total added" and "total deleted" values mean on the discovery results window for a finished discovery?
When adding objects to the discovery scope, search only shows 500 objects
When adding objects to a discovery scope the query returns only 500 objects
Schedule fails to run with an access denied or cannot access the folder error
When a schedule runs, it fails with an error that the network share or folder cannot be accessed or the folder does not exist.
Computer discovery stuck in processing
Some computers within the discovery are stuck in processing and the discovery does not finish.
Getting Access is denied for Computer Discovery even though discovery account has local admin rights
When running a discovery get error message "Access is denied. (Exception from HRESULT: 0x80070005 (E_ACCESSDENIED))" the account used for the discovery is a domain admin and it is in the local admin group.
Error: No downlevel name for the domain <domain> could be found while communicating with the domain controller <DCName>
When trying to add a remote domain to the managed domains in Access Explorer, the following error occurs:"No downlevel name for the domain <domain> could be found while communicating with the domain controller <DCName>. Ensure that both DNS and downlevel (pre-Windows 2000) names for the domain can be contacted"
Version Full Support as of Limited Support as of Support Discontinued
2.5.1 6/25/2015
2.5 12/2/2014
2.0.1 2/10/2014 8/21/2015 2/21/2016
2.0 11/21/2013 8/21/2015 11/21/2015
1.0 10/9/2012 10/9/2014 4/9/2015
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.

SonicWALL Product Lifecycle Management

SonicWALL products have five post-release phases: Last Day Order (LDO), Active Retirement (ARM), Last Day Order for One-Year Support, Limited Retirement Mode (LRM) and End of Support (EOS).

  • Last Day Order (LDO) is advanced notification that we intend to start the end of life process. LDO is informational only and products in this phase are active and continue to sell support contracts.
  • Active Retirement Mode (ARM) is an announcement that we are no longer actively manufacturing or selling the product. Support contracts for products in this phase will continue to be available. During this time, we may release a limited number of new features and will issue bug fixes only to the latest version of firmware available on the device. Support is available throughout ARM for products with an active support contract. The duration of ARM is two years beginning one day after the end of Last Day Order.
  • One-Year Support Last Day Order represents the final day to purchase a one-year support contract or subscription service that bundles support from Dell SonicWALL Partners. You may purchase and activate the one-year support contract so that the product will be eligible to receive support until the product has reached End of Support.
  • Limited Retirement Mode (LRM) is an announcement to indicate that we will no longer develop or release firmware updates or new features for these products. Software and firmware support for products in LRM is limited to critical bugs and security vulnerabilities. The duration of this phase is three years beginning one day after the end of Active Retirement Mode.
  • End of Support (EOS) is an announcement to indicate that we will no longer provide technical support, firmware updates/upgrades or hardware replacement for the product, and that all remaining unique inventory or materials will become unavailable. We may continue to offer security service subscriptions during the End of Support phase, but we will no longer provide technical support for the product or any security service running on it.

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