Support FAQ » Get Your Questions Answered

How do I generate my own software license key?

1. Click Customer Login on the SolarWinds home page.
2. Log into your customer portal using your Customer ID and password.
3. Click Software Keys in the left navigation pane.
4. Click the product for which you want to generate a license in the Available Software Keys table.
5. Specify all the information required in the SolarWinds On-Line Key Server table.

Note: You can find your program serial number by clicking Skip this, and enter Software License Key now on the SolarWinds Network Management Tools window. The SolarWinds products present this dialog after the initial install of the product, before running the Configuration wizard. If you skipped this dialog, attempt to start any other SolarWinds application. For example, attempt to start the Orion System Manager.

How do I move my SolarWinds software to a new server?

SolarWinds provides a free application that makes it easy to move your SolarWinds software (excluding LANsurveyor and ipMonitor) to a new server. This application is available for download from your Customer Portal at http://support.solarwinds.net/support/default.cfm. Installation and deactivation steps are provided below:

The License Manager must be run on the computer where the currently licensed SolarWinds product(s) are installed. To deactivate currently installed licenses:

1. Start the License Manager from Start > Programs > SolarWinds > SolarWinds License Manager.
2. Select the products you want to deactivate on the computer.
3. Click Deactivate.
4. Specify your SolarWinds Customer ID and password when prompted, and then click Deactivate.

Note: Deactivated licenses are now available for activation on a new computer.

Deactivating the licenses does not remove the SolarWinds applications from the server. To remove the SolarWinds application(s) from the original server, simply uninstall the applications via "Add/Remove Programs."

I know I have entered the correct community string and have verified that my equipment is configured for SNMP but still cannot get the solution to work, what should I do?

Once you have verified that you have entered the correct read/write community string into the Solar Winds Settings of the solution you are using and have verified that the device is SNMP enabled you should verify:

  • Is there an Access List that is restricting your IP address from gaining access to the remote device. You may need to review the remote devices' configuration file.
  • SNMP may be enabled but configured incorrectly. You should review how it is set up.
  • ICMP may be disabled or incorrectly configured. Some SolarWinds tools require both.
  • You may have a firewall restriction. You should contact your security administrator and determine if you are being blocked from SNMP and/or ICMP.

Does SolarWinds support IPv6?

As a leader in network management, SolarWinds recognizes IPv6 is a mandatory requirement for the United States federal government and other key markets. SolarWinds' is proactively addressing support for advanced features including IPv6 in our product roadmaps.

Existing versions of SolarWinds software will be upgradeable to support IPv6 with a downloadable software upgrade.

What is SolarWinds' End-of-Life (EOL) policy?

SolarWinds reserves the right to discontinue software products or specific software versions due to product obsolescence or new software releases that provide customers with enhanced functionality. You may download a copy of SolarWinds' end-of-life policy here.