Frequently Asked Questions


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General Questions

How do I install the product ?

Click on the link given below for the installation steps for Windows/Linux.
https://www.manageengine.com/products/support-center/help/
installationguide/installation/installation-and-getting-started.html
How do I connect to SupportCenter Plus PostgreSQL database ?

In Windows

Execute the following commands in the command prompt to connect to PostgreSQL.
cmd > cd [SCP Home]\pgsql\bin
[bin] > psql.exe -U postgres -p 65432 -h 127.0.0.1 supportcenter

In Linux :

Execute the following commands in Terminal to connect to PostgreSQL.
cd [Supportcenter-Home]\pgsql\bin
# ./psql -U postgres -h localhost -p 65432 supportcenter
How do I connect to SupportCenter Plus Mysql database ?

In Windows

Execute the following commands in the command prompt to connect to Mysql.
cmd > cd [SCP Home]\mysql\bin
[bin] > mysql.exe -u root -P 33356 supportcenter
In Linux :

Execute the following commands in Terminal to connect to Mysql.
cd [Supportcenter-Home]/mysql/bin
# mysql -u root -S ../tmp/mysql.sock supportcenter
How do I upload files to SupportCenter upload server ?
Follow the steps given below to upload files into SupportCenter upload server,
1. Connect to https://bonitas.zohocorp.com
2. Select SupportCenter Plus from the Send to drop down list.
3. Specify your email address in Your Email Address field.
4. Enter the reasons for uploading the files in the Reason field.
5. Finally, choose the file that you wish to upload and click Upload.
Alternatively,
For more than 100MB https://bonitas2.zohocorp.com
How do I apply a licence after its expiry ?
Save the License file when you start the server (Start -> Programs -> ManageEngine SupportCenter -> Start SupportCenter Server), it will prompt you for a license file. You can browse and apply the license file that was sent to you.

If the above case does not work then, follow the steps given below,
- Save the license file in one of the directories of the server machine.
- Go to the command prompt (Start -> Run -> command).
- Start the server from the command prompt :
  - Move to the bin directory
    - cmd> cd <SupportCenter_Home>/bin
  - Run the script (run.bat)
    - cmd>run.bat
- It will ask for the license file path
- Enter the full directory path of the license file.
- The server begins to start.
- Shutdown the server
  - Open another command prompt
  - Go to the bin directory
  - Run the script
    - cmd> sh shutdown.sh -S
- After this process you will be able to start the server using the normal mode (Start -> Programs -> ManageEngine SupportCenter Plus-> Start Server).
How do I generate a support file or log files ?

Every action performed with SupportCenter will be logged in a file. In case of any trouble, generate the Log file (Support Tab >> Support File) and mail us the Log files to supportcenterplus-support@manageengine.com
How do I move SupportCenter Plus from 32-bit server/application to 64-bit server/application?

Following are the steps to move data from the existing server to a new server,

Step 1: Stop ManageEngine SupportCenter Plus service.

Step 2: Kindly Upgrade SupportCenter Plus if required. Refer to the link below to check if you are in the latest version;

https://www.manageengine.com/products/support-center/help/installationguide/installation/upgrading-servicepack.html

Refer to the section UPGRADING SupportCenter Plus of FAQ for detailed instructions for upgrade.

Step 3: Now start and stop the ManageEngine SupportCenter Plus service once after the upgrade process.

NOTE: If you are planning on performing multiple upgrades, please make sure you start and stop the application, and perform a backup before each and every upgrade.

Step 4: From command prompt, go to [SupportCenter Plus-Home]\bin directory and execute backUpData.bat command to start the data backup.

Once the backup is complete, a backup file with .data extension is placed in the Backup folder under SupportCenter Plus Home directory. This backup file contains information about the Build number of SupportCenter Plus, and the date and time of when the backup was performed. Here is the format of the backup file.

Backup_ SupportCenter Plus_ [Build number] _Month _date _ Year _ Hour _Minutes

Step 5: Install 64-bit version SupportCenter Plus on the new server. Use this link to download the EXE file https://archives.manageengine.com/support-center/

Step 6: Copy the backup folder from the old server to [SupportCenter Plus] in the new server.

Step 7: To restore the backed up data, Go to [SupportCenter Plus]\bin directory and execute restoreData.bat. Choose the backup file while prompted. See example below:

cmd> [SupportCenter Plus ]\bin

where, Support Center Plus -> C:\ManageEngine\SupportCenter Plus[ Restore Process ]

Step 8: Start the SupportCenter Plus server once after restoring the data in the new server.

Step 9: Set the new server name under Admin -> Self Service Portal Settings -> Alias url.

NOTE: Data can be restored only across same builds of SupportCenter Plus version. i.e. data backed up in 7500 build of SupportCenter Plus can be restored only in 7500 build.

Please check if the old build and new build are of same build versions.

Build version can be checked

By clicking on the About link in the application [OR]

FrombuildInfo.xml file under

For environments running version 9.3 and below

<SCP-Home>/server/default/conf directory.

For environments running version 9.4

<SCP-Home>/conf directory.

If the old build is a different build, then the same build needs to be installed in new server. You can download earlier builds of SupportCenter Plus from our Archives website https://archives.manageengine.com/support-center/

If I'm using as database, how should I go about moving the application from 32-bit server/application to 64-bit server/application but using the same database?

Since you are using MSSQL, the database remains on the SQL server. So all you have to do is install the same version and build of SupportCenter Plus on the new server and point the database to the SQL server while installing the product.

You can check your current version and build of SupportCenter Plus by

Clicking on the About link in the application [OR]

Build version can be checked from buildInfo.xml file under

For environments running version 9.3 and below

<SCP_Home>/server/default/conf directory

For environments running version 9.4

<SCP_Home>/conf directory

You can download 64-bit versions of SupportCenter Plus from our Archives website https://archives.manageengine.com/support-center/ The way SupportCenter Plus is designed is that it does not store attachments in the database. They are stored in the file attachments folder of the installation directory (C:\ManageEngine\SupportCenter Plus) You would have to copy the following folders to the new server from the existing server.

fileAttachments, zreports, app_relationships, scannedxmls, exportimport, LuceneIndex, inlineimages, custom, and archive under SupportCenter Plus[home].

sdparchive_dynamic.xml, SnmpConfgurations.xml files under

For environments running version 9.4

[your drive]: \ManageEngine\SupportCenterPlus\conf.

For environments running version 9.3 and below

[your drive]: \ManageEngine\SupportCenterPlus\server\default\conf.

General Questions

In Windows

In Linux :

In Windows

In Linux :

Alternatively,