Product Support - TPAM Appliance

Filter to browse recommended product support content
(Choose different product)

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.

Java plugin blocked by default in Chrome version 42
Chrome version 42 blocks the Java plugin by default, which will cause Privileged Session Manager (PSM) session connections to fail, unless the plugin is re-enabled.
TPAM Appliance 2.5.914 Release NotesWe highly recommend that you read the release notes for the most up to date information on new features, bug fixes, known issues, etc.
Error: "Access is denied." User Account Control blocks local user password management on Windows 2008 and above
Functional account may not be able to change local passwords when UAC (User Account Control) is enabled on Windows 2008, Windows 2012, Windows 7 or Windows 8. When attempting to "Reset Password" on a managed account you may see "Error: Access is denied." in the logs. [MM/DD/YYYY HH:MM:SS] Gathering the change details for ppm on WindowsServer... [MM/DD/YYYY HH:MM:SS] Setting t...
Promoting a TPAM user to be System Administrator for all 3 interfaces
How to create a user that is an Administrator in all 3 TPAM web interfaces (tpam, admin and config)
Error: "error: can only commit from top of private configuration" on JunOS
Reset password fails on a clustered Juniper (JunOS) device. The "Change Password" logs show: [DD/MM/YYYY HH:MM:SS] warning: Clustering enabled; using private edit ..[DD/MM/YYYY HH:MM:SS] error: can only commit from top of private configuration..[DD/MM/YYYY HH:MM:SS] root@JUNIPER# A timeout occurred waiting for a response from the system[DD/MM/YYYY HH:MM:SS] An error occurred chang...
Non ascii characters can not be copy and pasted into a RDP PSM session
Non ascii characters can not be copy and pasted into a PSM session. The clipboard is truncated when pasting text with special / non-ascii characters into the RDP session.
Synchronized Password grouping does not update password
A Synchronized Password grouping does not update password, the Details tab | "Next Change Date" shows a date in the past.
Error: "A Windows Application Error occurred. EventID:0 Source:TPAMCONSOLE Description:sshd,sshd: PID <PID#> fatal"
Errors in Alert log such as: "A Windows Application Error occurred. EventID:0 Source:TPAMCONSOLE Description:sshd,sshd: PID <PID#> fatal: no hostkey alg"or "A Windows Application Error occurred. EventID:0 Source:TPAMCONSOLE Description:sshd,sshd: PID <PID#> fatal: Read from socket failed: Connection reset by peer "
How to setup RSA SecurID to work with TPAM
How to setup RSA SecurID to work for authentication to TPAM.
It is possible to see who checked out a password at request time?
When a user attempts to request a password or session, if the session/password is already checkout by another user the request "Details" tab will show "Unavailable, in use". Is there a way to provide information to a bascic user to show which user has the password/session checkedout? e.g.  "Unavailable, in user userid" 
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.

Java plugin blocked by default in Chrome version 42
Chrome version 42 blocks the Java plugin by default, which will cause Privileged Session Manager (PSM) session connections to fail, unless the plugin is re-enabled.
TPAM Appliance 2.5.914 Release NotesWe highly recommend that you read the release notes for the most up to date information on new features, bug fixes, known issues, etc.
Using a Windows AD functional account fails on "MS SQL Server" platform
Connection to a Micorosft SQL 20xx server fails to connect when using a Active Directory functional account "Use Domain Account""Test System" shows the following error: [DD/MM/YYYY HH:MM:SS] Gathering the information necessary to perform a check of SQLSERVER... [DD/MM/YYYY HH:MM:SS] Checking the MS SQL Server Database SQLSERVER(SQL2008R2.yourdomain.com)... [DD/MM/YYYY HH:MM:SS...
What is the part number for the Dell R320 model rail kit?
What is the part number for the Dell R320 rail kit?
Majority of PSM Enabled accounts have been disabled after migration from version 2.4 to 2.5
After migrating our TPAM appliance from 2.4 to 2.5, we noticed that most of our PSM Enabled accounts now have that feature disabled in 2.5. How can we re-enable these thousands of accounts?
Problem enrolling DPA in TPAM 2.5 after migrating from 2.4
During migration from 2.4.804 the following error halts the migration: "Error during Migration: Error 50000, Level 11, State 1, Procedure SaveAppliance, Line 149, Message: Error: Max DPA license limit would be exceeded with this new DPA. In usp_RethrowError AT LINE 59Migration Haulted!" Stopped the Migration, increased the 2.5 License count for DPAs, tried the migration again, same erro...
SSH Server vulnerabilities reported for SPCW 2.5
Security scan reports the following SSH server vulnerabilities for SPCW 2.5 clients:1) SSH Server CBC Mode Ciphers Enabled2) SSH Weak MAC Algorithms Enabled.

The current releases of the TPAM Java API are available on the HQ Portal.  For example, the file "TPAM-API-Java-2.5.914.zip" will have the 2.5.914 version of the edmz-par-api.jar' file for the TPAM 2.5.914 release.

Note also, the HQ Portal will have the TPAM-API-Javadoc-2.5.914.zip javadoc file.

The URL for the HQ Portal is:  https://hq01.e-dmzsecurity.com/edmzcust/

Is it possible to migrate a backup file from a 2.3 or 2.4 Replica appliance into a TPAM 2.5 appliance?
Is it possible to use a backup file created on a 2.3 or 2.4 Replica appliance as a Migration dataset to migrate into TPAM 2.5?
TPAM/DPA Enhancement Request to expand functionality of DPA
As DPA's already help alleviate network connectivity restrictions for Sessions and Password management, can they also be utilized for other features and functions?
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.

Java plugin blocked by default in Chrome version 42
Chrome version 42 blocks the Java plugin by default, which will cause Privileged Session Manager (PSM) session connections to fail, unless the plugin is re-enabled.
TPAM Appliance 2.5.914 Release NotesWe highly recommend that you read the release notes for the most up to date information on new features, bug fixes, known issues, etc.
Promoting a TPAM user to be System Administrator for all 3 interfaces
How to create a user that is an Administrator in all 3 TPAM web interfaces (tpam, admin and config)
Recorded Session Logs status column indicates Reset Required
In the Session Logs, some of the sessions were showing the status as "Reset Required" and the Duration column indicates "Not Recorded" or "Reset Required" and the file size is 0. 
TPAM Cache Server Response Codes/Timeouts
Looking for a comprehensive list of response codes issued from Cache servers responding to Web Services.
Extending the retention period of archived PSM Sessions.
Extending the retention period of archived Sessions past the current values in Global Settings. Is it possible to extend the PSM retention period over 999 days?
Are SHA2 web certificates supported by TPAM?
Are SHA2 SSL web certificates supported by TPAM?
TPAM prompts for a certificate during login to the web interfaces
When logging into the TPAM 2.5 web interface a user is prompted to login with their certificate, even if this is not configured on their user account. A user does not have a "Certificate Thumbprint (Sha1)" but still hows certificate / smartcard prompts or popups such as: "Windows Security Confirm Certificate Confirm this certificate by clicking OK. If this is not the correct c...
How to Configure a Managed Account to use a Domain users credentials to establish a PSM session
For a managed system that exists in the TPAM Appliance, how can a Managed Account be created, that uses a Domain Account already managed by TPAM, to authenticate to the PSM session?
Password for an account is being changed while it is still in use.
A user checked out a password for an account and the request period was for 10 hours. Part way through the request period, the user was no longer able to login with the initial password and it was discovered that the password was now different. How can we prevent the password from being changed while it is still in use?
The information below represents the most common issues customers are encountering or recent resolutions to help you trouble shoot your Dell Product.

Java plugin blocked by default in Chrome version 42
Chrome version 42 blocks the Java plugin by default, which will cause Privileged Session Manager (PSM) session connections to fail, unless the plugin is re-enabled.
Error: "Access is denied." User Account Control blocks local user password management on Windows 2008 and above
Functional account may not be able to change local passwords when UAC (User Account Control) is enabled on Windows 2008, Windows 2012, Windows 7 or Windows 8. When attempting to "Reset Password" on a managed account you may see "Error: Access is denied." in the logs. [MM/DD/YYYY HH:MM:SS] Gathering the change details for ppm on WindowsServer... [MM/DD/YYYY HH:MM:SS] Setting t...
Email Notifications are marked as sent, but are not sent for Passwords that are set to "Password Management" type of MANUAL.
In TPAM 2.4, Email Notifications for a Manually managed password are not sent.  Email log shows the email sent successfully; however this is never received. There is no issue with other email processing and this only affects Manually Managed passwords.
Recorded Session Logs status column indicates Reset Required
In the Session Logs, some of the sessions were showing the status as "Reset Required" and the Duration column indicates "Not Recorded" or "Reset Required" and the file size is 0. 
TPAM Cache Server Response Codes/Timeouts
Looking for a comprehensive list of response codes issued from Cache servers responding to Web Services.
PSM Shift (F13-F24) modified function keys are not working as expected
PSM (Priviliged Managed Session) connections are not responding as expected when using the SHIFT key with Function keys.  “Shift+Function” key (Example Shift-F1 is the same as F13; F2=F14 etc.) is not working in the session when hosted by TPAM or DPA.
PCM does not work with Windows 7, 2008 or 2012 and normal desktop is loaded.
PCM does not work with Windows 7, 2008 or 2012, instead of the specific program being executed the user receives a normal RDP desktop.
TPAM 2.5 License management
How can the license numbers be managed/increased in TPAM version 2.5? How can I get a copy of the license file?
What information is included in the backup files? Is it possible to reduce the backup size?
The size of the backup file on TPAM is the result of 1. The size of the TPAM database- The total number of managed systems and accounts.- Number of User IDs being managed- Log files2. The amount of data stored on the appliance- Reports- PSM Session Logs- Managed Files
How to verify Oracle Permissions for TPAM?
Verify Oracle Permissions for TPAM
Version Full Support as of Limited Support as of Support Discontinued
2.5 12/11/2012
2.4 6/14/2011 6/30/2015 12/31/2015
2.3 3/3/2011 6/30/2013 12/31/2013
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.

Please refer to the Product LifeCycle Tables available below:

Quest One Privileged Command Manager - https://support.software.dell.com/privileged-command-manager/lifecycle

Quest One Privileged Password Manager - https://support.software.dell.com/privileged-password-manager/lifecycle

Quest One Privileged Session Manager - https://support.software.dell.com/privileged-session-manager/lifecycle

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