Product Support - Toad for SAP Solutions

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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.

Does Toad support SAP and IQ v16?
Does Toad for SAP support SAP or IQ v16?
Where to get support for Toad for Sybase Beta or Freeware version?
I am experiencing issue(s) when using Toad for Sybase beta or freeware edition.   Where should one go for help or technical assistance? 
How to request an electronic copy of an order invoice for a new purchase or for a support contract maintenance renewal?
How to request or acquire an electronic copy of an order invoice for a new purchase or for a support contract maintenance renewal?
How to download a commercial software installer? Need installer by FTP or mail.
How to download a Commercial version installer from the Dell Support Portal (SupportLink)?In some situations, it errors out during the download and won't let the download to complete even though a current support maintenance contract exists.
How to submit an enhancement request
Where should enhancements for products be submitted to?
Data Grid results, the current number of rows being selected may exceed available memory.
In the Editor, the user executes and returns thousands of records Data grid is returned. User clicks on top left corner of Data Grid to select all for export. . The message is generated:  The current number of rows being selected may exceed available memory. Please manually select a smaller number of rows. 
Data Grid, Incorrect characters displayed connecting with CP850
Query a table via iso _1 connection and user sees all the French characters accents properly. The Sybase server is configured with cp850.When configured with the connection with cp850, it has errors in displaying characters.It works when it is configured the connection with iso_1 and then converts the session to cp850.If the connection is in CP850, it displays a bizarre display of the charact...
Download, Denial - Cannot download Toad (or another product). Error: "We are unable to process your request for Toad for Oracle..."
After logging into Support Portal and trying to download Toad, it notes the following error:  "We are unable to process your request for <product>. Our records do not show a previous purchase or Support Maintenance contract for <product>. If you feel you have received this message in error, please contact our Support Renewal Group. For local Support Renewal hours of operation...
How to change the column order shown in the column tab and creation script tab
How to change the column order shown in the column tab and creation script tab.
How to save a SQL script from the editor directly to a project in Project Manager
There are several SQL scripts that are run frequently and would like to be able to access these from the Project Manager. Is it possible to save a SQL script from the Editor window directly to a project in Project Manager?
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.

Toad for SAP Solutions 3.0 2015 Suite (Web)
The Web Installer is intended to be used by end users. This installer will configure itself based on the supplied license key and only download those components selected by the end user. This installer may be used for the following Toad editions: - Toad for SAP Solutions Base Edition - Toad for SAP Solutions Professional Edition - Toad for SAP Solutions Xpert Ed...
Toad for SAP Solutions 3.0 2015 Suite (Full)
The Full Installer is intended to be used by administrators in cases where background download-on-demand of individual Suite components is impractical or not preferred. This installer may be used for the following Toad editions: - Toad for SAP Solutions Base Edition - Toad for SAP Solutions Professional Edition - Toad for SAP Solutions Xpert Edition - ...
Toad for SAP Solutions 3.0 2015 Suite MSI Archive (Zip)
The MSI installation option is intended to be used by administrators for special installation cases only (e.g. silent install, repackaging, etc). This installer may be used for the following Toad editions: - Toad for SAP Solutions Base Edition - Toad for SAP Solutions Professional Edition - Toad for SAP Solutions Xpert Edition - Toad for SAP Solutions ...
Is there an msi version of the installation?
On the Product Download page, the installation file is an exe. But some companies do not allow downloads for exe files. Is there an msi version that can be downloaded instead? 
Toad for Sybase 2.0.1 Patch
Toad for Sybase 2.0.1 Patch Information This hotfix/patch may receive additional testing. If you are not severely affected by the issue that this hotfix/patch addresses, it is recommended that you install the next full release of Toad for Sybase that includes this hotfix/patch. For complete product information, refer to the Toad for Sybase 2.0 product documentation. This hotfix/patch addresses ...
Quest Installer setup failed. Examine setup log for details
Error when installing Toad for Sybase Quest Installer setup failed. Examine setup log for details
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.

Toad for Sybase. How to export several query output data results into one Excel sheet in one Exce
Toad for SAP Solutions. How can I export several query output data grid results and they all go into one Excel sheet AND be in one Excel file?
Error, "Sybase Database Error - Syntax error near 'default' on line 13" right after connecting to database
After connecting to a server the following error occurs:Sybase Database Error - Syntax error near 'default' on line 13Able to click Ignore and Toad resumes as normal. What does this error mean?
The information below represents the most common issues customers are encountering or recent resolutions to help you trouble shoot your Dell Product.

Connect to IQ16 SP10 causes 'System.ArgumentOutOfRangeException 'count' must be non negative.' error
Getting error "System.ArgumentOutOfRangeException 'count' must be non-negative" when trying to connect to Sybase IQ16 SP10 Having the same error whether using Sybase IQ or SQL Anywhere connection.
CASE statement generating System Access Violation Exception
When writing a script with a CASE ... END statement without adding an alias;Toad crashes with the error:System.AccessViolationException.When the alias is added at the end of the CASE, the script runs well.
Debug option not found. Cannot debug.
In the Object Explorer, right click on a procedure and there is no option listed to debug.In the Editor window, there is no debug toolbar.
'Table 'SYSLOGINPOLICYOPTION' not found' when connecting to Sybase SQL Anywhere 10 database
When trying to connect to a Sybase SQL Anywhere v10 database, using v2.1, the following error appears: 'Table 'SYSLOGINPOLICYOPTION' not found' This table Toad is looking for wasn't introduced until SQL Anywhere v11.
Generate SQL function outputs columns in random non-alphabetical order
Generate SQL (select/insert/update) for an IQ table generates the column list in a seemingly random non-alphabetical order.Generate SQL works fine for ASE tables, but not for IQ tables.
Intellisense window is disappearing right after it appears
In the editor, the intellisense (code completion) window disappears immediately after it pops up. It is not possible to use because it is not there long enough to select anything from it.
Toad for Sybase displays nonclustered indexes as clustered and with faulty parameters
Toad for Sybase displays nonclustered indexes as clustered and with faulty parametersIf you add the following nonclustered index: create nonclustered index test_file_ix on test(test_file_id) goToad creates a clustered index code in the database.
Autocommit still occurs even when autocommit is turned off
Even with the autocommit feature turned off, an autocommit is still run after a DML SQL statement is executed in the editor.
Cannot Create New Connection to Sybase IQ and Sybase SQL Anywhere. They are grayed-out.
Toad for Sybase Trial Version.  Unable to connect to Sybase IQ and Sybase SQL Anywhere.  The choices are grayed-out.
Schema Compare, Error, Load source failed., Value 2147483749 out of range for destination.
When performing a Schema Compare functionlity within Toad for Sybase for SAP Sybase SQL Anywhere database Server version 16.0 returns the message: Hit with errors :"Load source failed.""Value 2147483749 out of range for destination"
Version Full Support as of Limited Support as of Support Discontinued
3.0 8/13/2015
2.1 5/27/2014
2.0 8/19/2013
1.4 3/26/2013
1.3 10/24/2012
1.2 7/18/2012 12/1/2013 5/1/2014
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