FAQ

Web Server Requirements

Yes, DeskAlerts fully supports Active Directory, you can export users. DeskAlerts synchronizes with Active Directory continuously. You can export multi-domain or very complicated tree structure.

• 256 MB RAM
• 100 MB free hard drive space
• Windows 7(SP1) / 8.1 / 10
  or
  MAC 10.7.4 or higher
• For DeskAlerts v9.1 clients, .NET Framework 4.6.2 and Visual C++ Redistributable packages (2013) should be installed on Windows workstations.

You can obtain full copy of DeskAlerts and host it within your corporate network or any other host (including cloud).

DeskAlerts can be installed on server sharing resources with another applications.

Usually we recommend to create a service account in AD with the dbo rights for DeskAlerts database and run the server installation using this account (in this case, you should just check “use Windows authentication”). If you’re feeling better working with SQL accounts – it’s perfectly fine, just create a service account there with the same scope of rights (dbo for DeskAlerts db).

It’s possible that your machine isn’t in Active Directory domain. By default, DeskAlerts with Active Directory support doesn’t send messages to the outside of domain. You can change this behavior by logging into DeskAlerts Control Panel with administrator rights, going to the Settings -> Common Settings and check “Mixed authentication” under the “Active Directory” section.

Make sure that you have the administrative rights to the server, as this issue might be attributed to the lack of rights to change IIS settings.

Furthermore, please make sure that you don’t have any software that might be using the TCP port on the machine.

You need to apply a specific unlock patch to force licenses re-calculation. Send us an e-mail to support@deskalerts.com regarding this issue and we will send it to you.

Apply it on a server and restart IIS. It should force the licensing library to re-calculate the active users.

You can remove the client using usual Windows “Add or Remove programs” utility, if you haven’t disabled this option during the client building. If you did, try running “uninst.exe” file located in DeskAlerts application folder (in program files).

The user is considered to be Active if:
1. He has a desktop client application installed and was online at least one in the past 24 hrs.
2. He has received some emails sent from DeskAlerts system in the past 24 hrs.

The counter itself is being refreshed every hour.

Try removing all the special characters from the number you are using to send the SMS. Furthermore, you might want to check your SMS gateway service account dashboard – most likely, they have a log of API requests here with the exact reasons why messages may not be coming through.

Try setting the lifetime in the default settings. Please refer to the screenshot:

I get this Error when trying to create surveys:

You need to check the IIS options. This issue might attributed to ASP.NET not being added in the Server Roles. Please refer to the screenshot:

Yes, using API another application can send alerts via DeskAlerts, please ask sales.

Each client consumes about 100Kb per hour in an idle mode. You can adjust this value by setting pool period.

Yes, Desktop Client can be packaged as MSI file.

DeskAlerts uses 80 HTTP port and 443 HTTPS (can be changed).

Yes, you may configure DeskAlerts Client the way you need:

This issue may be caused by the current IIS settings being too small for the intended file uploads or downloads. You can change the size limit by editing the IIS metabase.xml file. Please check our Administrator’s manual, Troubleshooting section.

Yes, DeskAlerts supports both 32 and 64-bit.

Yes, you can share it with other databases.

Skin Service is done on our side. Send the graphic mock-up of desired alert appearance to your contact person in DeskAlerts and you will get the update shortly.

Always specify the Lifetime parameter if you’re sending the alert without schedule, or the correct End Date if you’re using scheduling pattern.

The alert should be Urgent and the DeskAlerts client on this workstation should be configured to receive locked screen alerts.

In most cases, new DeskAlerts clients within one software generation (4.x.x.x, 5.x.x.x, 6.x.x.x, 7.x.x.x, 8.x.x.x, 9.x.x.x,) can be installed over the previous ones. If you’re upgrading from one generation to another, you should consider the uninstall of previous versions.

If the generations of Server and Client software are the same (version number begins with the same digit), clients will receive alerts though some newest features may not work. If the generation gap is too big, outdated clients will receive error messages prompting users to upgrade the clients.

With default server settings, he will not. But there is an option in System Configuration, under Message Delivery, which allows such behavior.

You should perform an IIS Restart, this is a requirement for most of the server updates. And you also need to clear web browser cache

There is an option for this in System Configuration, under Active Directory settings.

No, alerts are always displayed on top of other windows. You can re-view closed alert from the client History.

Click uninstall – follow instructions and complete the process.

Sending a message by Broadcast will send the message to ANY user/group/computer/ou instance in the sender’s audience.

The source of the issue is that the Lifetime performs not as expected when sending to Computers, as the DA agent snatches incoming message for all users, even though some of them are currently offline.

1. The message is being sent by broadcast.
2. The DA agent on the computer with multiple users sends the request to server (signature contains not only the user’s name, but also the name of computer).
3. Because the message was sent as Broadcast, the Computer is in the list of recipients.
4. DA agent receives two messages: one for current user, other for the Computer (for all users).
5. User gets the message which was intended for him.
6. After client restart, second user gets the message too, because DA agent’s local database already contains the message for all users.

Try using the latest version of Internet Explorer or Chrome to work with DeskAlerts web UI. Some older browsers may partially skip some Javascript code, causing a few elements to disappear.

You can read it from documentation page.