FAQs

I have a product related question or an issue. How can I get an answer or request technical support?

Check Knowledge Base for most common issues and recommended solutions.

If solution is not found, please collect support information as described in the product User Guide and Submit a new case describing issue in detail.

Comtrade Software support engineers will contact you soon.

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Where can I find more information about installation, configuration and usage of product?

Refer to the product user guide, readme and reference guide documents found in each product ZIP package. These ZIP packages are available on Comtrade MP download pages. In case you do not have access, please fill out a form and submit a question.

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How can I activate and manage purchased product licenses?

Refer to Comtrade LICENSE Entitlement PDF document which was sent to you after purchasing. It contains guidelines and purchase order number (PO#) to activate licenses online at Comtrade MP Licensing portal.

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Where can I get information about state of purchased licenses and state of support?

Number of purchased and activated licenses can be found in “Permanent License Activation Report” generated by Comtrade MP Licensing portal using your PO number. Report also contains support agreement expiration dates for each purchased product.

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Where can I download latest product versions?

If you have a personal account, please use the following links:

If you forgot your personal credentials for download page, please fill out a form and submit a question.

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Citrix MPs require Platinum license to work, but I have Enterprise license. What to do?

If you are using Citrix MP releases provided to your company by Comtrade, then MP will work without Platinum license.

The following Management Packs don’t require license:

  • XenApp MP v. 1.45.32
  • StoreFront MP v. 1.7.26
  • NetScaler MP v. 1.16.13.0
  • Provisioning Services MP v. 1.15.21
  • XenServer MP v. 2.22.48
  • ShareFile MP v. 1.3.21.0

If you are using XenApp & XenDesktop MP v. 3.8.41.0 (or older) you will have to do license activation. Licensing procedure is same as it has been.

License activation process:
First, install the product and create a license request file. Go on Comtrade Licensing portal and log in with your personal account. Enter Purchase Order number and upload license request file (xdmp_license_request.dat) and you will receive license activation file via email (xdmp_license_new.dat). Using licensing tool complete license activation and distribute the license on proper nodes.

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