Product Support - Identity Manager Data Governance Edition

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How to change the DGE agent log directory to a custom location
By default, logs files are stored in the installation directory for Data Governance Edition (DGE). The path can be changed by modifying a registry setting.
How to change the method in which Identity Manager connects to Active Directory?
Assuming the "Configure Active Directory" wizard has been run and some changes are required.  For example, how can the connection method to Active Directory be changed?
Quest One Identity Manager Database Virtualization Recommendations
Virtualization reduces the management complexity in large environments and allows a higher capacity usage. Additionally virtual servers can provide a high level of availability without the need for clustering or SAN failover setups. This raises interest in also virtualizing database servers. Running Quest One Identity Manager in a virtual environment is highly likely to lead to performance issues...
How to add a managed host with a local agent
When adding a Managed host in the Quest One Identity Manager, what steps are required to add a managed host with a local agent?
How to set file access via icacls.exe command lines in a process chain.
Need to configure fine-granular file access via icacls functionality. Does the FileComponent-ModifyFileAccess_Win32 component support icacls? If not what can be used?
Error: Error saving Group entitlement attestation when starting Schedule
When trying to start the “Process Attestation mail approvals" schedule, the Job Service log will report the error:2015-02-09 08:50:15 -04:00 - VI.JobService.JobComponents.HandleObjectComponent - ED257803-9085-4211-905F-3D6DC1389BF3: Errors occured    Error saving Group entitlement attestation: [810103] Error generating processes for event PROCESS_MAILAPPROVALS.    [8...
Logging for Quest One Identity Manager Data Governance Edition (DGE)
Logging for Quest One Identity Manager (Q1IM) Data Governance Edition (DGE), including Classification.The first place to look when you run into an issue with Data Governance is the logs.  This article explains where to collect the logs for Quest One Identity Manager (Q1IM) Data Governance Edition (DGE) and the Classification module.  The logs will help with troubleshooting.Please note: t...
What are the minimum permissions for scanning and reports for NetApp Filer after Fpolicy deployment?
What are the minimum permissions for scanning and reports for NetApp Filer after Fpolicy deployment?
Can the service account being used for Remote Agents be changed using Manager?
Can the service account being used for Remote Agents be changed using Manager? The DGE service account in Manager has been updated due to a password change.  What is the process to change the password for remote agents?
Can two domains without trusts be governed by one Data Governance server?
Can two domains without trusts be governed by one Data Governance server?  For example: Two domains with no trust relationships between them.  One domain works fine.  When configuring Data Governance for the second domain receive errors.  Both domains are synchronized. When trying to create a new service account in the Data Governance View: - Browse and select the servi...
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.

Identity Manager Data Governance Edition 6.1.2 Hotfix (Update 6.1.2.991) for Solution 148830
Clicking on Manage Access from Users and Groups throws exception.Please refer to the Support Portal knowledgebase article 148830 for additional information and instructions on implementing the patch.
Quest One Identity Manager Data Governance Edition 6.1.2.991 Hotfix
This hotfix for Quest One Identity Manager Data Governance Edition may receive additional testing. If you are not severely affected by the issue this hotfix addresses, it is recommended that you wait for the next release of Quest One Identity Manager Data Governance Edition as it will include this hotfix. For complete product information, please refer to the Data Governance Edition 6.1.2 product ...
Identity Manager Data Governance Edition 6.1.2 Hotfix (Update 6.1.2.975) for Solution 125482
Identity Manager Data Governance Edition 6.1.2 Hotfix (Update 6.1.2.975) for Solution 125482 in ZIP format.Please refer to the Support Portal knowledgebase article 125482 for additional information and instructions on implementing the patch.
Identity Manager Data Governance Hotfix (Update 6.1.2.975)
This hotfix may receive additional testing. If you do not need the functionality provided by this hotfix, it is recommended that you install the next full release of Quest One Identity Manager Data Governance Edition that includes this hotfix.For complete product information, refer to the Quest One Identity Manager Data Governance Edition 6.1.2 product documentation.
Identity Manager Data Governance Edition - Classification Module 6.1.2
Classification helps you and the security professionals in your organization understand the contents of your unstructured data thereby ensuring that sensitive NTFS and SharePoint assets are properly secured. You must have Identity Manager 6.1.2 and Data Governance 6.1.2 installed and configured for this component.
Identity Manager Data Governance Edition & Classification Module 6.1.2 Language Pack
Identity Manager Data Governance Edition & Classification Module 6.1.2 Language Pack in ZIP format.
Identity Manager Data Governance Edition 6.1.2
Identity Manager Data Governance Edition enables security administrators and business owners to manage user access to unstructured data on files/folders/shares/ for NTFS-based systems (Windows Servers, NAS Devices) and SharePoint 2010. It leverages the Identity Manger platform for providing integrated self service request portal, segregation of duties policies, attestation and recertification work...
When attempting to deploy Quest One Identity Manager Data Governance Edition, you may receive an error "Access Is Denied"
When attempting to deploy Quest One Identity Manager Data Governance Edition, you may receive an error "Access Is Denied". Even though the account used is a Administrator.
How to add a managed host with a local agent
When adding a Managed host in the Quest One Identity Manager, what steps are required to add a managed host with a local agent?
How to specify a different drive for agent installs
Is it possible to install the Data Governance Agent in a directory other than the default?  For example, if the C drive is short on space, can the agent be installed on a D partition?
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.

What version of Identity Manager supports Exchange 2013?
What version of Identity Manager introduced support for Microsoft Exchange 2013?
How to change the DGE agent log directory to a custom location
By default, logs files are stored in the installation directory for Data Governance Edition (DGE). The path can be changed by modifying a registry setting.
FPolicy remains in NetApp after options are disabled in the DGE Managed Host
It was noticed that DGE has created FPolicy settings on the NetApp server despite the fact that no agents are currently registered. 
DGE Reports show a future time
Reports such as Resource Activity Report in Quest One Identity Manager - Data Governance Edition (DGE), are showing the Activity as a future time.
How to add a managed host with a local agent
When adding a Managed host in the Quest One Identity Manager, what steps are required to add a managed host with a local agent?
Is Identity Manager affected by the Heartbleed bug in OpenSSL?
Does the "Heartbleed" bug affect Dell One Identity Manager (D1IM) or any of its components?
Need to DFS stand alone namespace support.
Currently DGE only supports DFS domain-based namespace. Would like to submit an enhancement request to support DFS stand-alone namespsace. 
Error: Error saving Group entitlement attestation when starting Schedule
When trying to start the “Process Attestation mail approvals" schedule, the Job Service log will report the error:2015-02-09 08:50:15 -04:00 - VI.JobService.JobComponents.HandleObjectComponent - ED257803-9085-4211-905F-3D6DC1389BF3: Errors occured    Error saving Group entitlement attestation: [810103] Error generating processes for event PROCESS_MAILAPPROVALS.    [8...
Error when adding Managed Host, "Exception Message: Key not valid for use in specific state."
When attempting to add a Managed Host through Data Governance, receive the error message, "Exception Message: Key not valid for use in specific state."
Front-end connection error: "Error during execution of statement"
The front-end tools, i.e., Manager, Identity Manager, have been configured with database connections, however, when user's attempt to log in, they receive the following error:"Error during execution of statement: select UID_AERole, UID_ParentAERole, DialogGroup from AERole""Database error 229: The SELECT permission was denied on the object 'AERole', database '', schema 'dbo'.
The information below represents the most common issues customers are encountering or recent resolutions to help you trouble shoot your Dell Product.

ERROR: “The Group Resolution Service requires a minimum set of credentials in order to function”
When attempting to search for a computer or user in the domain the following error is displayed: "The Group Resolution Service requires a minimum set of credentials in order to function. You must create a service account to supply a default set of credentials. Optimally, please specify a set of credentials on a per forest basis."The account has been created with permissions as directed b...
Exception message: "You are not authorized to use this database."
When selecting a Managed Host in Quest One Identity Manager (Q1IM) Data Governance Edition (DGE) the following error is appearing:"You are not authorized to use this database."The Data Governance Service Log reports:Message: Exception being mapped for transmission of type VI.Base.ViException, VI.Base, Version=6.1.2013.401, Culture=neutral, PublicKeyToken=5d0660cde5b231fdCategory: Translated Except...
Deploying Agent for NetApp Managed Host Fails with Error “Unable to deploy FPolicy, Access denied”
In builds 6.1.2.900 and 6.1.2.903 there is an issue with deploying DGE agents to NetApp filers with the options “Real-Time System Security Index Updating” and “Rescan on Error” selected. The following error appears in the agent status: "Unable to deploy FPolicy, Access denied" even though the managed domain service account has administrator group access on NetApp filter.&nb...
FPolicy remains in NetApp after options are disabled in the DGE Managed Host
It was noticed that DGE has created FPolicy settings on the NetApp server despite the fact that no agents are currently registered. 
Only one root appears in “Filesystem Resource Access” report
If multiple agents scan different roots on the same managed host, and a “Filesystem Resource Access” report is run against all the scanned roots, only data for one selected root is displayed in the report.
DB Queue Performance Issues
Checking the db Queue in the Job Manager shows that Q1IM has been constantly processing jobs for long periods of time which is impacting processes to run, such as a Report.
Compiling the database with certain database users causes "Database error 50000: re-throw in Procedure vid_FillDialogCustomSQL".
We configured an additional DB user according to the minimal SQL permissions guide, but when trying to compile the database with the additional DB user, we see the error message "Database error 50000: re-throw in Procedure vid_FillDialogCustomSQL".
Is Identity Manager affected by the Heartbleed bug in OpenSSL?
Does the "Heartbleed" bug affect Dell One Identity Manager (D1IM) or any of its components?
DGE Agent Error: "The externally generated group membership document could not be loaded. XML document must have a top level element."
We have a Data Governance Agent setup for NetApp that is returning the error: "The externally generated group membership document could not be loaded. XML document must have a top level element." everytime it tries to run.
Error: Error saving Group entitlement attestation when starting Schedule
When trying to start the “Process Attestation mail approvals" schedule, the Job Service log will report the error:2015-02-09 08:50:15 -04:00 - VI.JobService.JobComponents.HandleObjectComponent - ED257803-9085-4211-905F-3D6DC1389BF3: Errors occured    Error saving Group entitlement attestation: [810103] Error generating processes for event PROCESS_MAILAPPROVALS.    [8...
Version Full Support as of Limited Support as of Support Discontinued
6.1.x 6/24/2013
6.0.x 8/17/2012
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.

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