NetResults

• If you are upgrading from version 5.0.2 or earlier, please do not install 5.5.4 unless you have your version 5.5 Inet Page license key (this was emailed to your contact account in August 2003).
• If you are upgrading from version 4.1.1 or earlier, please do not install version 5.5.4 unless you have your version 5 license keys (your version 3.x and 4.x license keys will not work with version 5).
• Upgrading without the appropriate license keys could result in the inability to login to your workgroups (because you have more users than licenses entered), unexpected changes to your users (floating users will be converted to static users if a floating license key is not entered), and/or the inability to use certain features.
• Your Software Updates and Support (SUS) subscription must be active (or at least active through September 1, 2004) in order to upgrade to this version of ProblemTracker. You can renew your subscription online using the ProblemTracker Software Updates and Support Renewal order form (pricing information is listed in the "licenses information" section). If you have any questions regarding your subscription, please contact NetResults Sales.

To read about new features and fixes in this release, please visit the features page.

INSTALLATION & UPGRADE INSTRUCTIONS:  Please choose one of the following links to find installation and upgrade instructions that match your current ProblemTracker version.

It is strongly recommended that you review the instructions mentioned below BEFORE you attempt to upgrade your ProblemTracker installation.

• If you are upgrading from Version 5.5 - 5.5.3 to Version 5.5.4, click here for upgrade instructions.
• If you are upgrading from Version 5.0 - 5.0.2 to Version 5.5.4, click here for upgrade instructions.
• If you are upgrading from Version 4.1 - 4.1.1 to Version 5.5.4, click here for upgrade instructions.
• If you are upgrading from Version 4.0 - 4.0.3 to Version 5.5.4, click here for upgrade instructions.
• If you are upgrading from Version 3.0 - 3.6.1 to Version 5.5.4, click here for upgrade instructions.
• If you are upgrading from Version 2.x, please contact Technical Support for upgrade instructions.

• If you are upgrading from version 5.0.2 or earlier, please do not install 5.5.4 unless you have your version 5.5 Inet Page license key (this was emailed to your contact account in August 2003).
• If you are upgrading from version 4.1.1 or earlier, please do not install version 5.5.4 unless you have your version 5 license keys (your version 3.x and 4.x license keys will not work with version 5).
• Upgrading without the appropriate license keys could result in the inability to login to your workgroups (because you have more users than licenses entered), unexpected changes to your users (floating users will be converted to static users if a floating license key is not entered), and/or the inability to use certain features.
• Your Software Updates and Support (SUS) subscription must be active (or at least active through September 1, 2004) and you must be licensed to use Enterprise Edition in order to upgrade to this version of ProblemTracker.
• If you are licensed to use Enterprise Edition, but your SUS is not current, you can renew your subscription online using the ProblemTracker Enterprise Edition Software Updates and Support Renewal order form.
• If your SUS subscription is current, but you are not licensed to use ProblemTracker Enterprise Edition, you can upgrade online using the Upgrade to Enterprise Edition order form.
• If you are not licensed to use Enterprise Edition and your SUS is not current, you must first renew your SUS subscription using the ProblemTracker Software Updates and Support Renewal order form and then you can Upgrade to Enterprise Edition. If you have any questions regarding your subscription, please contact NetResults Sales.

To read about new features and fixes in this release, please visit the features page.

INSTALLATION & UPGRADE INSTRUCTIONS:  Please choose one of the following links to find installation and upgrade instructions that match your current ProblemTracker version.

It is strongly recommended that you review the instructions mentioned below BEFORE you attempt to upgrade your ProblemTracker installation.

• If you are upgrading from Version 5.5 - 5.5.3 to Version 5.5.4, click here for upgrade instructions.
• If you are upgrading from Version 5.0 - 5.0.2 to Version 5.5.4, click here for upgrade instructions.
• If you are upgrading from Version 4.1 - 4.1.1 to Version 5.5.4, click here for upgrade instructions.
• If you are upgrading from Version 4.0 - 4.0.3 to Version 5.5.4, click here for upgrade instructions.
• If you are upgrading from Version 3.0 - 3.6.1 to Version 5.5.4, click here for upgrade instructions.
• If you are upgrading from Version 2.x, please contact Technical Support for upgrade instructions.

• If you are upgrading your ProblemTracker installation from a previous version, please do not install Version 5.0.2 until you have your Version 5 license keys (your Version 3.x and 4.x license keys will not work with Version 5).  Installing Version 5.0.2 without the appropriate license keys could result in the inability to login to your workgroups (because you have more users than licenses entered) and / or unexpected changes to your users (floating users will be converted to static users if a floating license key is not entered).
• Your Software Support and Updates (SUS) subscription must be active (or at least active through 9/30/2002) in order to upgrade to this version of ProblemTracker.  To renew your subscription, click here for the support renewal form (pricing information is listed in the ordering information" section).  If you have any questions regarding your subscription, please contact NetResults Sales.

To read about new features and fixes in this release, please visit the features page.

INSTALLATION & UPGRADE INSTRUCTIONS:  Please choose one of the following links to find installation and upgrade instructions that match your current ProblemTracker version.

It is strongly recommended that you review the instructions mentioned below BEFORE you attempt to upgrade your ProblemTracker installation.

• If you are upgrading from Version 5.0 - 5.0.1 to Version 5.0.2, click here for readme and installation instructions.
• If you are upgrading from Versions 4.1 - 4.1.1 to Version 5.0.2, click here for readme and installation instructions.
• If you are upgrading from Versions 4.0 - 4.0.3 to Version 5.0.2, click here for readme and installation instructions.
• If you are upgrading from Versions 3.0 - 3.6.1 to Version 5.0.2, click here for readme and installation instructions. 
• If you are upgrading from Version 2.x, please contact Technical Support for installation instructions.

• If you are upgrading your ProblemTracker installation from a previous version, please do not install Version 5.0.2 until you have your Version 5 license keys (your Version 3.x and 4.x license keys will not work with Version 5).  Installing Version 5.0.2 without the appropriate license keys could result in the inability to login to your workgroups (because you have more users than licenses entered) and / or unexpected changes to your users (floating users will be converted to static users if a floating license key is not entered).
• Your Software Updates and Support (SUS) subscription must be active (or at least active through 9/30/2002) and you must be licensed to use Enterprise Edition in order to upgrade to this version of ProblemTracker.  To renew your SUS subscription, click here for the support renewal form. If your SUS subscription is current (including those who just renewed it using the support renewal form) but you are not licensed to use Enterprise Edition, you can upgrade online by using the Upgrade to Enterprise Edition order form.  If you have any questions regarding your subscription, please contact NetResults Sales.

To read about new features and fixes in this release, please visit the features page.

INSTALLATION & UPGRADE INSTRUCTIONS:  Please choose one of the following links to find installation and upgrade instructions that match your current ProblemTracker version.

It is strongly recommended that you review the instructions mentioned below BEFORE you attempt to upgrade your ProblemTracker installation.

• If you are upgrading from Version 5.0 - 5.0.1 to Version 5.0.2, click here for readme and installation instructions.
• If you are upgrading from Versions 4.1 - 4.1.1 to Version 5.0.2, click here for readme and installation instructions.
• If you are upgrading from Versions 4.0 - 4.0.3 to Version 5.0.2, click here for readme and installation instructions.
• If you are upgrading from Versions 3.0 - 3.6.1 to Version 5.0.2, click here for readme and installation instructions. 
• If you are upgrading from Version 2.x, please contact Technical Support for installation instructions.

• To read about new features and fixes in this release, please visit the features page. 
• Your support and upgrades subscription must be active (or at least active through 6/7/2002) in order to upgrade to this version of ProblemTracker.  To renew your subscription, click here for the support renewal form (pricing information is listed in the "Licenses Information" section).  If you have any questions regarding your subscription, please contact NetResults Sales.
• Please make sure that you have the proper web server, database drivers, and (optionally) SQL Server and/or Oracle software already installed on your machine before installing or upgrading to ProblemTracker 4. The requirements have changed since ProblemTracker 3, so you should review the new requirements before upgrading.
• To install, download the self-extracting .exe file (click on the link to the left). Then login as Administrator on your web server machine. Then double-click on the self-extracting .exe file (from Windows Explorer) to start the installation. More instructions regarding the installation process are located in the readme.txt file.  
• When installing or upgrading to ProblemTracker Version 4.1.1, you will be prompted to select a server time zone by the installation setup program.  Please be sure to select the same time zone as the time zone that is set in the machine's operating system.  Failure to select the same time zone will result in incorrect date and time values in your data.  These incorrect values cannot be corrected at a later time.
• If you are using SQL Server or Oracle on a machine remote from your ProblemTracker server, you may run into an ASP script timeout error when trying to upgrade to this version from Version 4.0.3 or earlier.  Please refer to the ASP upgrade timeout FAQ entry for instructions to set this timeout to a larger value in order to succeed with the upgrade.
• To upgrade from ProblemTracker Version 4.1, please consult section 2.0 of the readme.txt file for instructions.  After upgrading to Version 4.1.1 from Version 4.1, login to each of your workgroups as Admin, click on the Admin icon in the button bar, then click on the Maintenance button.  Click on the button "Fix Email Issue".  This operation corrects an issue present in Version 4.1.  You do not need to use the "Fix Email Issue" button if you are upgrading from Version 4.0.3 or earlier.
• To upgrade from ProblemTracker Version 4.0 - 4.0.3 to Version 4.1.1, please consult section 3.0 of the readme.txt file for instructions.  In order to receive all of the file updates included in the upgrade, it is very important that you temporarily stop IIS prior to upgrading to Version 4.1.1 from Version 4.0 - 4.0.3.
• To upgrade from Versions 3.0 through 3.6.1, please consult section 4.0 4.0 of the readme.txt file for instructions.  To upgrade from a version prior to 3.0, please contact NetResults Technical Support.  
• Upgrading your workgroups from Versions 4.0 through 4.1 to Version 4.1.1 requires upgrading the database for each workgroup through the Workgroup Management System (as described in the readme.txt file).  If you have implemented any additional web server security measures on your ProblemTracker workgroups, this security will be altered after running the Repair operation on each workgroup.  Additional web server security includes the recommendations in the Web Server Security Help section or other measures recommended by your system administrator (e.g. SSL, etc.).  You will need to re-apply this additional security after you have completed the repair operation on each workgroup.
• Once you have installed ProblemTracker, information about logging into the Workgroup Management System for the first time can be found in the Version 4.1.1 Online Help document in the section called Logging In to WMS.  
• The URL to login to a ProblemTracker 4 workgroup is different from Version 3.6.1 or earlier.  The URL is now http://servername/workgroup/ptlogin.asp where servername is the TCP/IP name of the machine where ProblemTracker 4 is installed. You can also, optionally, omit the "/ptlogin.asp" part as this is the default page for the workgroup.

• To read about new features and fixes in this release, please visit the features page. 
• Your support and upgrades subscription must be active (or at least active through 12/10/2001) in order to upgrade to this version of ProblemTracker.  To renew your subscription, click here for the support renewal form (pricing information is listed in the "Licenses Information" section).  If you have any questions regarding your subscription, please contact NetResults Sales.
• Please make sure that you have the proper web server, database drivers, and (optionally) SQL Server and/or Oracle software already installed on your machine before installing or upgrading to ProblemTracker 4. The requirements have changed since ProblemTracker 3, so you should review the new requirements before upgrading.
• To install, download the self-extracting .exe file (click on the link to the left). Then login as Administrator on your web server machine. Then double-click on the self-extracting .exe file (from Windows Explorer) to start the installation. More instructions regarding the installation process are located in the readme.txt file.  
• To upgrade from ProblemTracker Version 4.0 - 4.0.2 to Version 4.0.3, please consult section 2.0 of the readme.txt file for instructions. Please use this version of the readme.txt file as it contains the latest information related to the upgrade process.  In order to receive all of the file updates included in the upgrade, it is very important that you temporarily stop IIS prior to upgrading to Version 4.0.3 from Version 4.0 - 4.0.2.
• To upgrade from versions 3.0 through 3.6.1, please consult section 3.0 or section 4.0 of the readme.txt file for instructions.  To upgrade from a version prior to 3.0, please contact NetResults Technical Support.  
• After upgrading to Version 4.0.3 from Version 4.0 or 4.0.1, login to each of your workgroups as Admin, click on the Admin icon in the button bar, then click on the Maintenance button.  Click on the button "Apply DB Updates".  This operation corrects several issues present in Version 4.0 and 4.0.1.  You do not need to "Apply DB Updates" if you are upgrading from Version 4.0.2.  
• Upgrading your workgroups from Versions 4.0 - 4.0.2 to Version 4.0.3 requires running the "Repair" operation on each workgroup through the Workgroup Management System (as described in the readme.txt file).  If you have implemented any additional web server security measures on your ProblemTracker workgroups, this security will be altered after running the Repair operation on each workgroup.  Additional web server security includes the recommendations in the Web Server Security Help section or other measures recommended by your system administrator (e.g. SSL, etc.).  You will need to re-apply this additional security after you have completed the repair operation on each workgroup.
• Once you have installed ProblemTracker, information about logging into the Workgroup Management System for the first time can be found in the Version 4.0 Online Help document in the section called Logging In to WMS.  
• The URL to login to a ProblemTracker 4 workgroup is different from Version 3.6.1 or earlier.  The URL is now http://servername/workgroup/ptlogin.asp where servername is the TCP/IP name of the machine where ProblemTracker 4 is installed. You can also, optionally, omit the "/ptlogin.asp" part as this is the default page for the workgroup.

• To read about new features and fixes in this release, please visit the features page. 
• Your support and upgrades subscription must be active (or at least active through 6/29/2001) in order to upgrade to this version of ProblemTracker.  To renew your subscription, click here for the support renewal form (pricing information is listed in the "Licenses Information" section).  If you have any questions regarding your subscription, please contact NetResults Sales.
• To install, download the self-extracting .exe file (click on the link to the left). Then login as Administrator on your web server machine. Then double-click on the self-extracting .exe file (from Windows Explorer) to start the installation. If you are upgrading, you may be asked whether or not to overwrite some existing .cab file(s) (from the previous install), click 'Yes to All' (to update the .cab and related installation files to the latest version).  More instructions regarding the upgrade process are located in the readme.txt file.
• If you are installing for the first time, please make sure that you have the proper web server, ODBC, and (optionally) SQL Server software already installed on your machine before installing ProblemTracker.
• If you are upgrading, please backup your existing database before performing the upgrade (see section 1.0 of the readme.txt).
• If you are upgrading from ProblemTracker version 3.0 - 3.5.1, you will need to perform a data upgrade. Please follow the instructions in section 3.0, 4.0 or 5.0 (as appropriate) of the readme.txt file to upgrade your data (you will not be able to use the system until you do so).
• If you are upgrading from ProblemTracker 2.11 or earlier, please contact NetResults Technical Support.