Demand Technology Software
If you are experiencing any kind of problem at all with our software, we would like to hear about it right away!
If you are not running a current release of the product and you have encountered a problem that has already been fixed, you will need to upgrade. If you have a current maintenance contract, you may request the latest version by contacting support@demandtech.com.
You can check this list of known problems that are fixed to see if this problem is fixed in a more current version of the software. If you do not see an entry that is similar to the problem you are currently experiencing, please contact our support personnel immediately and be ready to supply any additional documentation we may require to help resolve your problem. If there are any known problems that are currently unresolved, you can see a list of them here.
If you have questions about using NTSMF data fields, please check the Frequently Asked Questions area where answers to the most frequently asked questions we receive are posted. If you do not find an answer to your question there, do not hesitate to write us directly, c/o support@demandtech.com or by posting a question to the NTSMF Forum e-mail list.
I would like to:
Report a Problem.
If you are having a problem because you are not collecting some specific performance Objects and Counters that you need from some machine where the NTSMF collection service is running, please review the discussion of data collection anomalies in our FAQs section before proceeding. The in-depth problem-solving procedure that is discussed there will likely identify and resolve your problem.
If you still need to report a problem, please be prepared to supply necessary documentation, including the current ntsmf.log file which shows the status of the collection agent at the time of the problem, all relevant messages, etc. Depending on the problem, it may be necessary to send us additional information, including the current .smf data collection file, and the active Data Collection set .dcs file. Click here to report a problem.
Receive the latest version of the product
For information on the fixes that are available in the latest version of the product, click here. If you are a licensed customer and would like to receive the latest version of the product, click here.
Download the latest Master Collection set
As they are discovered, New Object and Counter definitions are constantly being added to the Master Collection set used by the SeNTry Administration program and the representation of the Master Collection set contained in the Object Mapping Index (DMDCSMASTER.OMI) file used by the Collection agent. To update the Master Collection set, you must execute the SeNTryMDBUpdate utility on the machine where you have SeNTry Administration installed. You must also distribute new copies of the DMDCSMASTER.OMI file to each machine where Performance SeNTry Collection service is running.
To bring your NTSMF installation up to the latest version of the Master Collection set, download SeNTryUpdate.EXE, which is a self-extracting zip file. Unpack the files contained in SeNTryUpdate.EXE in the folder where you have the SeNTry Administration program installed and follow the instructions in the enclosed DBUpdate readme.txt file to update the Master Collection set.
Request a Master Collection set update because I think I found some new Objects and Counters
After you followed the procedure described above for updating the Master Collection set, and you discover that you still have new Objects and Counters, please refer to the section in the User Manual or the SeNTry Administration online Help file entitled "What to do when you encounter new Objects and Counters" and follow those procedures to collect Discovery records for New Objects. When you created a .smf collection data file that contains the Discovery records for the new Objects, click here to send it to us.
Download the missing msvcrtd.dll Microsoft C++ runtime library required by the Performance SeNTry Collection service
Infrequently, the Microsoft C++ runtime library named msvcrtd.dll that is required by the Performance SeNTry Collection service is not available on the system where the Collection service is installed. You will receive an error message referencing msvcrtd.dll when the program tries to access a standard C++ runtime library function and it cannot find it. The version of msvcrtd.dll available here is for your convenience to solve this problem. The appropriate version of msvcrtd.dll also ships on your installation CD.
After you have downloaded this module, we recommend that you copy it to the the \NTSMF24 directory where the collection service is installed and restart the Collection service. msvcrtd.dll can also be copied into the %System32 directory where Windows NT/2000/XP is installed. But if you do that, you should try to make sure that subsequently when you need to install other software that the software installations do not replace this commonly used module.
When you ready to download msvcrtd.dll, click here.