Technical Support and Product Information

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Accessing the Support option under Settings tab -> Tools provides you the following information.

• Applications Manager Support
• User Forum Discussions
• Applications Manager Team Blog
• Testimonials
• Product Information
• Installation Information
• JVM Memory Information
• Database Connection Time
• Database Request Statistics
• System CPU Utilization
• System Response Time 

Applications Manager Support

Request Technical Support

Clicking this link takes you to an online support form. Describe the problem, specify your name, e-mail ID, telephone number, and additional information if any and click Submit.

Alternatively, you can simply send an e-mail to appmanager-support@manageengine.com. 

Support Information File

For the Applications Manager Technical Center to resolve problems quickly, you need to send the log files that are being generated. To do so, click Support Information File link. The log files are zipped in a file and placed under <Applications Manager Home>/working/support directory. File creation takes some time based on the log file size. 

To create a Support Information File via command prompt, go to the <Applications Manager Home>\bin directory and execute the following command:

createSupportFile.bat (Windows)

createSupportFile.sh (Linux)

After generating the support information file, e-mail it to appmanager-support@manageengine.com 

If the support information file is large in size and our mail server blocks the same, then you can upload the file in our FTP site. 

You will be provided details of the FTP service usage when you connect to our FTP server using "ftp ftp.zohocorp.com"

Server Name = ftp.zohocorp.com
user account = anonymous
password = "your email address"

Mail us the location of the file and the folder in which it is placed in case you are using ftp to upload the file. 

Troubleshooting Tips

Clicking this link takes you to the online Troubleshooting page which is a quick stop to get your problems resolved by yourself. This page quotes the common problems faced by users and provides a quick solution. 

Toll Free Number

You can call the Toll Free Number +1-925-924-9500 and ask for assistance from the Applications Manager Technical Center. 

Need Features?

If you would like to see more new features in Applications Manager, click the Need Features link. This takes you to an online form where you can specify the feature and its description. 

User Forums

Clicking this link will take you to the Online user forums where you can discuss about Applications Manager with other users. Five latest discussion topics will be displayed 

Applications Manager Team Blog

Clicking this link will take you to the Online Applications Manager Team Blog where you can view interesting information about the team, tips on handling Applications Manager and many more. Five latest blogs will be displayed. 

Testimonials

Clicking this link will take you to the online Testimonial form, wherein you can leave your feedback about Applications Manager. 

License Information

This sections provides the following information:

• Product: Name of the product with version.
• Expires on: Date at which the product will be expired.
• Annual Maintenance and Support license: Date at which the product's Annual Maintenance and support license will expire.
• Currently Used - Number of Monitors: Current number of monitors that are configured in the product. Upon hovering, following details will be displayed:
  • Number of Applications Manager monitors: Displays the number of monitors that are managed and configured in the product.
  • Number of Unmanaged monitors: Displays the total number of monitors that are unmanaged with suppressed monitoring for maintenance.
  • Number of Unmanaged monitors with Suppressed Alerts: Displays the total number of monitors that are unmanaged with suppressed alarms for maintenance.
• Currently Used - Named Users: Current number of users that are configured in the product.
• Number of Monitors for Licensing: Current number of monitors that are configured in the product along with their licensing details. Upon hovering, following details will be displayed:
  • Total Number of Monitors: Displays the total number of monitors that are configured in the product.
  • Number of Managed monitors: Displays the number of monitors that are managed and licensed in the product.
  • Number of Unmanaged monitors with Suppressed Alerts: Displays the total number of monitors that are unmanaged with suppressed alarms and are licensed.
  • Number of Default monitors: Displays the number of monitors that are added by default while starting the product, which are unlicensed.
  • Number of Unmanaged monitors: Displays the number of monitors that are unmanaged with suppressed monitoring and are unlicensed.
• Number of Network Devices: Current number of network devices that are configured in the product.
• License Type: Type of license that you are currently using (Free, Evaluation, Paid) and the number of days remaining if it is an evaluation edition.
• Support Type: Type of support that is assigned for the license.
• Username: Name of the user with which the license is registered.
• Licensed - Number of Monitors: Number of monitors that are licensed in the product.
• Licensed - Named Users: Number of users that are licensed in the product.
• License ID: Unique ID of the license applied to the product.
• Customer ID: Unique ID of the customer using the product.
• Company Name: Name of the company with which the license is registered.
• Add-On: Displays the list of add-ons that are enabled in the product.
• Buy/Evaluate: Buy option will be shown if you are using an Evaluation edition whereas Evaluate option will be shown if you are using a Free Edition. Click Buy to go to the online store and purchase Applications Manager product license. Click Evaluate to switch from Free edition to Evaluation edition (30 days).

Installation Information

This section provides information about the system where you have installed the product.

• Host Name: Host name where the server is running.
• OS Type & Version: Type and version of operating system of the host.
• OS Version: Type of operating system of the host. (32 or 64 bit)
• Working Directory: Path of directory where the product is installed.
• Start Time: Time the server was started.
• Build Number: Build number of the product currently installed in your machine.
• Product Edition: Edition type of the product currently installed in your machine. (Free, Professional, or Enterprise Edition)
• Java Version: The version of Java used by the product.
• Tomcat Version: The version of Tomcat used by the product.
• Web Server port: Web Server Port on which Applications Manager is running
• SSL port: SSL Port on which Applications Manager is running
• Installation Type: Indicates the installation type of the product. Type can be Standalone, Managed Server or Admin Server.
• Load Factor: The load factor follows the format 'x.y', where 'x' represents load on Applications Manager Server, while 'y' represents the load on the Database used by Applications Manager. A value of zero represents least loaded, while a value of nine represents the most loaded.
  
  Applications Manager Server Load (x) :
  Once in every 30 minutes Applications Manager will select 50 random monitors (mostly Servers / SQLs) and find their corresponding Polling Intervals, their last Data Collection time and the number of times data collection has happened in the last 1 hour for that monitor. Then it will calculate the expected number of Polls that should have occurred in one hour for that monitor. Using these values it will calculate the polling delay % (100 * Number of Times Acutally Polled / Number of Times it should have Polled) for each monitor. Then it will find the average polling delay for these 50 monitors and server load factor value (x) will be calculated based on the information below :
  
  

  Poll Delay %	Load Factor
  Less than 97%	0
  Greater than 97% and less than 93%	1
  Greater than 93% and less than 90%	2
  Greater than 90% and less than 86%	4
  Greater than 86% and less than 82%	6
  Greater than 82% and less than 70%	8
  Greater than 70%	9

  
  Applications Manager Database Load (Y) :
  This value is calculated based on the number of Transactions/Min (commitsPerMin + rollbacksPerMin happening in PgSQL / Transactions/sec for Microsoft SQL) happening in the Applications Manager's Database based on the information below :

  Transactions/Min*	Load Factor
  Less than 600	0
  Greater than 600 and less than 1200	1
  Greater than 1200 and less than 1800	2
  Greater than 1800 and less than 2400	3
  Greater than 2400 and less than 3000	4
  Greater than 3000 and less than 3600	5
  Greater than 3600 and less than 4200	6
  Greater than 4200 and less than 4800	7
  Greater than 4800 and less than 5400	8
  Greater than 5400	9

  *For Microsoft SQL servers 2008 and above, Transactions/Min factor will be updated based on the available system memory.

JVM Memory Information

This section provides information on the JVM Memory usage.

• Total JVM Heap Size: Total heap size occupied by JVM.
• Used JVM Heap Size: Heap size used by JVM.
• Free JVM Heap Size: Heap size that is free without JVM usage.
• View Thread Dump Information: Thread status in the JVM can be viewed here.
• View Monitor Errors: Error messages of monitors can be viewed here. You can see, if data collection has happened successfully or not at one go. 

Database Backend Details

This section provides information on the database backend usage in Applications Manager:

• Host Name: Name of the host in which the database is running.
• Port Number: Port occupied by the database.
• Version: Version of the database.
• Database Name: Name of the database.

Database Connection Time

This graph provides information on the Applications Manager database connection time for the last one hour. 

Database Request Statistics

This graph provides information on the Applications Manager database request statistics for the last one hour. 

System CPU Utilization

This graph provides information on the system's (where Applications Manager is installed) CPU Utilization pattern for the last one hour. 

System Response Time

This graph provides information on the system's Response Time pattern (where Applications Manager is installed) for the last one hour.