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

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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 contact KACE Technical Support
How to contact KACE Technical Support via phone or the Support Portal.
How to report hardware issues
A physical appliance reports a hardware issue or you suspect one
Attaching Logs (Files) to a KACE Service Request
Attempting to send logs to KACE Support via an email reply fails or results in an error message about size.  Most customer's Email services limit the size of files being sent. This is issue is seen by most customers when sending Server logs via E-Mail.
Tickets Submitted to KACE Support from the K1000 appliance to KACE are not delivered
Tickets can be submitted though the KACE appliances by going to the trouble-shooting section.Beginning November 15th 2014, KACE is moving under the Dell Sowftware Group and will be using software.dell.com to create Service Requests (Tickets).On that date, creating a ticket via the KACE appliance or creating a ticket via E-mail is not possible.
I am unable to log into the new KACE support portal or have forgotten my password. What do I do now?
KACE recently moved to a new support portal.  Customers recieved an email prior to the move listing the email address to use to access the new Support portal.  This email should be the email address used previously to access KACE portal.If  a customer is unable to log into the new Support portal or have forgotten a password, this article list the steps to reset the password and gain...
Creating a Service Request in the new Support Portal
This article describes the process of submitting a new ticket (going forward Service Request) via the new Support Portal located at        https://support.software.dell.com/ .  This process begins on November 15th 2014.
K3000 App Deployment targeting multiple devices
Workflow for adding multiple devices to an App deployment with the K3000 Mobile Device Management Appliance.
Obtaining Appliance (Server) Logs on a KACE Appliance
In the course of investigating an issue, KACE Technical Support will require appliance logs to help isolate an issue.  Some examples are:Appliance performance issueAppliance errorBackup errorLDAP authentication errorMail issueImage deployment issue/errorIssues enrolling devicesAppliance linking issue
Shellshock Bash Bug Response
IntroductionThe Dell KACE K1000 is a Systems Management Appliance with the ability to track, secure and update desktop and server endpoints.  It also provides a Service Desk and Asset Management features. A free, introductory version of the K1000 is also available as K1000 Express.The Dell KACE K2000 is a Systems Deployment Appliance with the ability to remotely deploy operating systems by au...
Shellshock Bash Bug Hotfixes Released for K1000, K1 Express, K2000, K3000
Hotfixes are now available for the Bash bug for supported versions of the K1000, K1 Express, K2000, and K3000. For more information regarding the Bash bug, see KB133191.
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.

How to report hardware issues
A physical appliance reports a hardware issue or you suspect one
Konversation With Dell KACE- Official blog
A link to the  Dell KACE official blog.  A great resource concerning Dell KACE product line.
Google Cloud Messaging will not stay in a Complete status when applied to the K3000 Appliance
You set Google Cloud Messaging and save the settings.  Leaving the Settings page and coming back, Google Cloud Messaging has changed to incomplete
The popup message "Misconfiguration" message appears when enrolling Android devices
The popup message "Misconfiguration" is thrown launching the K3000 Mobile Management application on Android devices and then it terminates.
Which Ports Does the K3000 Require to function?
In the event that you are placing your KACE K3000 appliance behind firewalls, you may need to configure them to either whitelist the K3000 traffic, or at the very minimum review the following list and make sure that required ports are opened. Here are outbound ports requirements in addition to requirements listed in the following article on page 6 http://www.kace.com/~/media/Files/Support/Docume...
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.

The self signed certificate is expired
The self signed certificate of the K3000 is already expired at the time of the installation of the K3000 virtual appliance.
How to add a Time Server/NTP Time server on your KACE Appliance
How to add a Time Server/NTP Time server on your KACE Appliance
Konversation With Dell KACE- Official blog
A link to the  Dell KACE official blog.  A great resource concerning Dell KACE product line.
What is the root password to KACE for the K1000/K2000 and K3000 appliance?
Many customers request the root password of their K1000, K2000 and K3000 Appliance.
Google Cloud Messaging will not stay in a Complete status when applied to the K3000 Appliance
You set Google Cloud Messaging and save the settings.  Leaving the Settings page and coming back, Google Cloud Messaging has changed to incomplete
How to delete an app from the K3000 appliance
This article discusses how to remove an app from K3000 interface.
How to Update K3000 agents Apps in the field
 Instructions for updating K3000 Agents App in the field are not clearly presented in setup guide and K3000 UI.
Which Ports Does the K3000 Require to function?
In the event that you are placing your KACE K3000 appliance behind firewalls, you may need to configure them to either whitelist the K3000 traffic, or at the very minimum review the following list and make sure that required ports are opened. Here are outbound ports requirements in addition to requirements listed in the following article on page 6 http://www.kace.com/~/media/Files/Support/Docume...
Unable to configure APNS or GCM settings
This articles describes what to do if you are unable to configure Apple Push Notification Service (APNS) or Google Cloud Messaging (GCM) certificate are unable to be configured.
SSL certificate not trusted from mobile devices on K3000 appliance
When setting up SSL certificates on the K3000 appliance, you may experience a problem where the certificate is trusted from a Mac or PC browser, but not from a mobile device. This article shows how to identify the problem and resolve. Go to this site: http://www.digicert.com/help/ All items have a green check except for the last item: SSL item is not trusted. Intermediate certificate, if vi...
The information below represents the most common issues customers are encountering or recent resolutions to help you trouble shoot your Dell Product.

K3000 v1.1SP4 2015 Apple Certificate Update
We would like to inform you of a critical update for the K3000 appliances:K3000 1.1SP4The K3000’s Provisioning Profile is set to expire on January 8, 2015.  This has two consequences:Users may see warnings on their devices about an expiring profileK3000 admins will no longer be able to provision K3000 agents, custom apps or signed profiles after that date if the K3000 is not updated.All...
Tickets Submitted to KACE Support from the K1000 appliance to KACE are not delivered
Tickets can be submitted though the KACE appliances by going to the trouble-shooting section.Beginning November 15th 2014, KACE is moving under the Dell Sowftware Group and will be using software.dell.com to create Service Requests (Tickets).On that date, creating a ticket via the KACE appliance or creating a ticket via E-mail is not possible.
Why am I getting prompted for my iTunes account when enrolling my iOS device?
When enrolling an iOS device, you may or may not get prompted for login credentials.
K3000 device inventory times don't match
When looking at the K3000 device inventory times, the dates may not match. When you look at the list at a device, it says that it was last updated for example February 10th. When you click on the device to look at it inside device it might say it was updated Feb 1st was the last time device was updated.
Updating exising profile doesn't update on devices
After you create a profile and push it out to a device, you may want to update the profile, and send out the changes. When attempting this, it does not push out the profile. 
Shellshock Bash Bug Response
IntroductionThe Dell KACE K1000 is a Systems Management Appliance with the ability to track, secure and update desktop and server endpoints.  It also provides a Service Desk and Asset Management features. A free, introductory version of the K1000 is also available as K1000 Express.The Dell KACE K2000 is a Systems Deployment Appliance with the ability to remotely deploy operating systems by au...
Dell Response to SSLv3 Poodle bug
IntroductionThe Dell KACE K1000 is a Systems Management Appliance with the ability to track, secure and update desktop and server endpoints.  It also provides a Service Desk and Asset Management features. A free, introductory version of the K1000 is also available as K1000 Express.The Dell KACE K2000 is a Systems Deployment Appliance with the ability to remotely deploy operating systems by au...
Dell KACE Response to SSL/TLS MITM vulnerability (CVE-2014-0224)
The Dell KACE family of appliances includes the K1000 Systems Management Appliance, the K2000 Systems Deployment Appliance and the Dell KACE K3000 Mobile Device Management Appliance. All three series of appliances utilize versions of OpenSSL that are susceptible to the SSL/TLS MITM vulnerability (https://cve.mitre.org/cgi-bin/cvename.cgi?name=CVE-2014-0224).It is important to note that this SSL/TL...
Konversation With Dell KACE- Official blog
A link to the  Dell KACE official blog.  A great resource concerning Dell KACE product line.
Single bit ECC errors were detected on the RAID controller
When booting up a physical Dell KACE appliance, a message appears during POST that 'Single-bit ECC errors were detected on the RAID controller.'
Version Full Support as of Limited Support as of Support Discontinued
All 5/8/2006
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.