Wyse Device Manager Frequently Asked Questions
If you need technical assistance, please contact Wyse Technical Support.
If you need sales assistance, please contact Wyse Inside Sales.
Questions Related to Obtaining Device Manager
Questions Related to Device Manager Maintenance
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Questions Related to How Device Manager Works
Questions Related to Device Manager Licensing
Questions Related to Getting Help with Device Manager
Questions Related to Device Manager Priority Plus Program
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If you need technical assistance, please contact Wyse Technical Support.
If you need sales assistance, please contact Wyse Inside Sales.
Questions Related to Obtaining Device Manager
How do I get a Device Manager Sales Key?
Device Manager Workgroup licenses are bundled with Wyse Thin Clients. Wyse Device Manager, version 4.4.1 is provided from the Wyse website (www.wyse.com/bundle/download.asp) with a Device Manager Workgroup Edition key installed (this is not a production key but this key may be used for the initial discovery of Wyse Thin Clients on the network). There are two options for obtaining your permanent Workgroup License Key, you may run the Device Manager Bundle License process to obtain a Workgroup key or you may generate an XML file and email the file to Device Managerlicensing@wyse.com to obtain your Workgroup Edition key. Instructions for both of these options are included in the Wyse Device Manager, version 4.4.1 Help File.
In Wyse Device Manager 4.4, a 750 seat Workgroup edition key is provided. This Workgroup edition key may be activated via Device Managerlicensing@wyse.com to become a production key. Instructions for Workgroup key activation are included in the Wyse Device Manager version 4.4 Help File.
For Device Manager Workgroup keys on older terminals or Device Manager Enterprise keys you may purchase the keys from an Authorized Wyse Reseller.
How do I upgrade to the Enterprise edition?
Once you have obtained an Enterprise edition upgrade license either through your Authorized Wyse Reseller or Wyse Inside Sales, simply replace your old Workgroup edition license with the new Enterprise edition license by using the Licensing Wizard in the Device Manager Configuration Manager.
How do I get Device Manager Priority Plus Support or Maintenance?
Contact an Authorized Wyse Reseller or Wyse Inside Sales to start our two optional programs that help customers get the most out of their Device Manager installations: the Device Manager Priority Plus Maintenance Program (which provides all upgrades) and the Device Manager Priority Plus Support Program (for enhanced technical support).
I have purchased Wyse Thin Clients but there is no CD-ROM in the unit's box. How do I obtain the Device Manager CD-ROM?
Your Authorized Wyse Reseller can provide you with a Wyse Device Manager V4 CD whenever you purchase Wyse Thin Clients. You may also order a Wyse Device Manager CD from the Device Manager software download page on the Wyse website http://webdev-us.wyse.com/bundle/download.htm.
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I would like to test Device Manager. Where can I find a demo version?
Any Authorized Wyse Reseller can provide a Device Manager eval CD. You may also evaluate Wyse Device Manager, Enterprise version for 30-days free by registering at www.wyse.com/bundle/enterprise.htm. For further assistance, contact Wyse Inside Sales.
How much does Device Manager cost?
Please contact your Authorized Wyse Reseller or Wyse Inside Sales for pricing information.
I have heard that Device Manager is now free of charge. Is that correct?
Beginning on Oct 8, 2001 Wyse bundles a Device Manager Workgroup license with every Wyse Thin Client. For information on installing Device Manager and obtaining the Device Manager Workgroup license please read the Wyse Device Manager, version 4.4.1 Help File.
My company has several locations. Should I order a Device Manager CD-ROM for each location?
You may want to have a Device Manager CD if you are going to install multiple Device Manager servers or if you are going to install an Enterprise version where the five Device Manager components (see the question on Device Manager Workgroup and Enterprise differences for more detail on the four Device Manager components) will be installed in different locations. However this is not necessary.
When I order Device Manager how do I get my Sales Key?
When you order Device Manager the Sales Key will be emailed to the email address you provided with your order.
How often do new releases of Device Manager come out?
New releases of Device Manager may come out several times a year including service and feature releases.
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If you need technical assistance, please contact Wyse Technical Support.
If you need sales assistance, please contact Wyse Inside Sales.
Questions Related to Device Manager Maintenance
If I did purchase Device Manager with one-year maintenance, what do I have to order when the first year is passed? Do I need to purchase the full version of Device Manager after that or can I purchase an additional year of maintenance?
At the end of the one-year maintenance you may purchase an additional year of maintenance for all your licenses. Please see information about the Device Manager Priority Plus Program. Contact your Authorized Wyse Reseller or Wyse Inside Sales for ordering.
Why do I have to register my Wyse Thin Clients? It takes too long to type in all the serial numbers on the web.
Wyse offers a two-year warranty extension free of charge if you register select terminals within 90 days of purchase. This increases the standard warranty from one to three years. Wyse 3630LE, 3820TX, 8630LE, 9650XE and other select terminals are not eligible for this program. Wyse product registration is at www.wyse.com/serviceandsupport/register.htm.
Device Manager can help with the registration process to make it much faster and easier. After you have discovered all of your terminals with Device Manager you can use the Serial Number Registration utility to get all of the serial numbers out of Device Manager in order to provide them on the online warranty registration form (NOTE: The Wyse 8440XL does not supply Device Manager with its serial number. It must be manually entered). For more details on this process please see the Wyse Management Software Starter Kit that came with your terminal order.
How do I obtain the two-year extension of warranty for all my Wyse Thin Clients?
If you register your terminals within 90 days of purchase Wyse will automatically extend your Wyse warranty from one to three years for selected models. Wyse 3630LE, 3820TX, 8630LE, 9650XE and other select terminals are not eligible for this program. Wyse product registration is at www.wyse.com/serviceandsupport/register.htm.
Device Manager can help with the registration process to make it much faster and easier. After you have discovered all of your terminals with Device Manager you can use the Serial Number Registration utility to get all of the serial numbers out of Device Manager in order to provide them on the online warranty registration form (NOTE: The Wyse 8440XL does not supply Device Manager with its serial number. It must be manually entered). For more details on this process please see the Wyse Management Software Starter Kit that came with your terminal order.
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I am already using Device Manager to manage my Wyse Thin Clients. Now I am planning to purchase additional Wyse Thin Clients. How do I get the Device Manager Workgroup license that now comes with the terminals?
Device Manager workgroup comes with a license key for managing upto 750 Wyse Thin Clients. If you need to manage more than 750 please contact Wyse Customer Support (support@wyse.com) or 1-800-800-WYSE to obtain an additional Workgroup edition key.
What happens when I register a second set of terminals? Do I get one license that covers the new set and old set or a license to cover just the new terminals?
With Wyse Device Manager 4.4, you are initially provided a 750 seat Workgroup edition key in the product. If you require additional licenses to manage your Wyse Thin Clients, please contact Wyse Customer Support (support@wyse.com) or 1-800-800-WYSE.
With Wyse Device Manager 4.0, whenever you register the terminals you will receive a single Wyse Device Manager Workgroup license for the terminals that have not been previously registered. For example if I register a set of 50 terminals I will receive a 50 seat Workgroup license. If later I register a new group of 45 terminals I will receive a 45 seat Workgroup license. At this point I would have two licenses to cover the 95 terminals.
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If you need technical assistance, please contact Wyse Technical Support.
If you need sales assistance, please contact Wyse Inside Sales.
Questions Related to How Device Manager Works
What is the difference between Wyse Device Manager 4.4.1 and Wyse Device Manager 4.4?
Wyse Device Manager 4.4.1 includes support for new Wyse thin clients: S class, V class, and the Wyse 5 series. The product now supports installation on Windows 2003 Server with/without Service Pack1, as well as Windows XP SP2.
What is the difference between Wyse Device Manager 4.0 and Wyse Device Manager 4.4?
Wyse Device Manager 4.4 is based on the same architecture as the Wyse Device Manager 4.0 product. There is no functional difference between the two products. Wyse Device Manager 4.4 includes easier Workgroup edition installation, easier license key activation, and enhanced documentation.
What is the difference between Device Manager Workgroup and Device Manager Enterprise?
Device Manager can be installed as Workgroup edition or Enterprise edition.
The Device Manager Workgroup edition automatically installs all Device Manager components on one computer. The Workgroup edition provides a simple and quick install with the option of using the Microsoft Database Engine (MSDE) as the database for the Wyse Device Manager product.
To manage larger networks containing 200 or more clients, you would use Device Manager Enterprise edition, which allows greater flexibility and allows you to install Device Manager components on separate computers. This allows you to strategically place separate Device Manager components on your network to improve large file transfer performance, assign system administration duties etc.
Device Manager is comprised of five different components which all work together to enable you to manage your clients. The four components include:
- The Device Manager Microsoft Management Console Snap-in GUI
- The Shared Software Repository
- The Device Manager Service
- The Device Manager MS-SQL Database
- The Device Manager HTTP/S Service
If you are installing the Device Manager Workgroup edition, Device Manager automatically places all of these components on one computer.
If you are installing the Device Manager Enterprise edition, Device Manager allows you to place these components on one or more computers located on your network.
Device Manager Enterprise edition also has the following additional functionality.
- Remote Software Repositories. This functionality allows for the use of remote server locations for storing terminal firmware and software. This reduces the amount of network traffic over a wide area network because the bulk of the update traffic (the actual image itself) is transferred only once over the WAN to the remote software repository. The terminals retrieve the update software from the remote server rather than centralized server. This also has the effect of speeding up the overall update process.
- Default Device Client Configuration. This functionality provides the ability to assign default software and configurations to groups of terminals. From that point forward anytime a discovery is performed, both find all clients and find new clients, Device Manager will check to make sure that the terminals have the default software and configurations assigned to their group.
- Expanded hierarchical views; up to a total of 30 views to visually organize your devices for better management
- Encryption, using digital certificates, between the Device Manager Server and the device.
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What size server do I need in order to run Device Manager?
- A 1 GHz or greater computer with at least 256MB RAM
- Microsoft Windows 2000 Professional or Windows 2000 Sever or Windows 2003 Server or Windows XP Professional
- Minimum 200MB free disk space
What do I need to run Device Manager?
The following is the Device Manager Installation Checklist from the Device Manager Documentation:
Device Manager INSTALLATION CHECKLIST
For security reasons, you must install Device Manager on a domain and be logged on as the administrator on that domain. If a domain is not available, continue installing Device Manager then contact technical support for information on how to properly configure Device Manager.
Make sure you have a Device Manager Sale Key. By default, a Workgroup evaluation-only sale key is displayed; If you received a sale key, please use it instead.
If you are installing Device Manager on Windows NT 4.0 Terminal Server Edition, then you must have Microsoft-SQL Server 7.0 installed prior to installing Device Manager.
If you are installing Device Manager on Windows NT 4.0 Server or Terminal Server, you must have an FTP Server installed on the same computer prior to installing Device Manager . You will have to reapply your service pack. Please see the Device Manager Help file for more information on "Configuring Microsoft Internet Information Services for Device Manager" .
Device Manager should not be installed where a TFTP service or PXE/Proxy service is already installed.
Device Manager must be installed on an NTFS drive with one of the following operating systems:
- Microsoft Windows NT® 4.0 Server with Service Pack 5 or higher
- Microsoft Windows NT® 4.0 Terminal Server with Service Pack 5 or higher
- Microsoft Windows NT® 4.0 Workstation with Service Pack 5 or higher
- Microsoft Windows 2000 Advanced Server with Service Pack 1 or higher
- Microsoft Windows 2000 Server with Service Pack 1 or higher
- Microsoft Windows 2000 Professional with Service Pack 1 or higher
- Microsoft Windows 2003 Server
- Microsoft Windows 2003 Server with Service Pack 1
The SNMP Service must be installed and running prior to the installation of Device Manager. Please note that Microsoft recommends updating your service pack after installing any services.
Device Manager requires a minimum of 200MB free disk space. This leaves enough room for the application itself and any software packages. If you have not installed MSDE or SQL Server and an FTP Server, you will need an additional 100MB free disk space. If you do not have the available disk space, you may purchase a Device Manager Enterprise Edition license which allows you to install individual Device Manager components on multiple computers.
After you finish installing Device Manager, you must upgrade each client with the latest Device Manager agent. The latest Device Manager agents are pre-registered in the Software Manager and are ready for distribution to the appropriate client(s).
If you are installing Device Manager on Windows NT Workstation 4.0 or Windows 2000 Professional, you are limited to 10 connections (e.g. reimaging clients at the same time, using multiple Device Manager GUIs, etc.) If you exceed this limit you will receive a share connection error. To obtain a maximum of 254 concurrent connections, you must install Device Manager on Windows NT Server 4.0 or Windows 2000 Server.
If you are installing Device Manager on Windows NT Terminal Server 4.0, you must have MDAC version 2.6 or greater installed. MDAC 2.6 is provided in the Applications directory on the CD. Alternatively, you can download it from www.microsoft.com/data. For all other operating systems, Device Manager installs MDAC 2.6 if it does not find an existing MDAC installation or an earlier version.
The Visual Basic Scripting Host (Windows Script Engine) must be installed. Normally this is installed as a standard component of Internet Explorer. Visual Basic Scripting Host is not installed as part of Device Manager but it is provided on the Device Manager Installation CD-ROM in the Applications folder.
Close all persistent drive mappings to the machine that Device Manager is to be installed on and reboot the machine. This allows Device Manager to install using the proper security tokens and prevent any credential conflicts during the Device Manager install process.
If you are planning to use IIS as your Device Manager FTP server, and you do not have IIS installed, you will need your MS-Windows CD to install IIS when the Device Manager installation program prompts you (excluding Windows NT 4.0 Workstation).
You will need the following information available:
If you are utilizing an existing FTP Server:
- The username and password Device Manager will use to log on to the FTP Server.
- The FTP root folder that the Device Manager user logs on to.
- The FTP Server name you are using for Device Manager.
If you are utilizing an existing SQL Server:
- The SQL Server username and password.
- The SQL Server Data folder location.
- The computer name of the machine Device Manager will be installed on.
CAUTION!
The Device Manager installation program must REBOOT the machine in order to successfully complete the installation process. If this is a production server, be sure that no other applications or users will be affected by a reboot.
If you are upgrading from Wyse Device Manager 3.02, please be sure to acquire your Wyse Device Manager, version 4.0 or higher license prior to upgrading. Once you have upgraded to version 4.0 or 4.X, you will no longer be able to see your version 3.02 license keys in Device Manager.
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Why is Device Manager better than a management framework (i.e., Openview, Unicenter) for managing the terminals?
Device Manager is designed to specifically manage thin client terminals. It has been designed with managing terminals in mind. Management frameworks are designed with a broad scope of network management in mind. They are primarily designed to "monitor" network equipment in order to help keep the network up and running. Device Manager on the other hand is primarily designed to "manage" the software and configuration of the terminals. An SNMP management tool such as Openview can manage some thin client terminals, such as the Wyse 3000 series terminals. However this requires advanced SNMP scripting tools and each customer must create the scripts that they are going to use. This approach defeats the simplicity that thin client terminals provide. Device Manager, because it provides all of the management tasks needed for thin client terminals, is the right solution for managing thin client environments.
Will Device Manager manage other devices?
For a list of handheld devices that work with Wyse Device Manager, see the product datasheet. In the future, Device Manager may manage other devices such as PCs and PocketPCs.
What is the difference between Device Manager and WyseWorks Remote Administrator?
WyseWorks Remote Administrator is the original management tool for managing Wyse 3000 and 8000 series terminals. It does not offer the robust management features of Device Manager, such as grouping, scheduling, and reporting. Like WyseWorks Remote Administrator, Wyse Device Manager, version 4.0 has the ability to create a custom 3000 series binary that includes a configuration file. For Wyse Device Manager 3.02, users can schedule a firmware installation and then a configuration update on 3000 series terminal to accomplish the same task. Device Manager supports all Wyse Thin Clients.
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Which thin clients can I manage with Device Manager?
Version 3.01 manages:
- Wyse 3 series
- Wyse 8 series
- Netier NetXpress
- Compaq T Series
Version 3.02 and 4.0 manages:
- All of the above plus
- Wyse 1 series
- Wyse 5 series
- Wyse 9 series
Version 4.4.1 manages:
- All of the above plus
- Wyse S class
- Wyse V class
Does Device Manager work with non-English servers?
Yes.
Wyse Device Manager version 4.4 does not require any Service Pack or other pre-requisite for installation on non-English servers.
Users installing Wyse Device Manager, version 4.0 on non-English servers should download and apply Service Pack 1 for Wyse Device Manager, version 4.0 and Foreign Language Support for MSDE (The Foreign Language Support for MSDE Hot-Fix is intended to reconfigure the database server used by Device Manager to the appropriate language in order to support proper installation and operation of the Web Server ( Hserver ) services on non-English Operating Systems).
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If you need technical assistance, please contact Wyse Technical Support.
If you need sales assistance, please contact Wyse Inside Sales.
Questions Related to Device Manager Licensing
Do I need to install Device Manager again once I get my permanent license?
No. You may simply replace your evaluation license with the permanent license by using the Licensing Wizard in the Device Manager Configuration Manager.
How does Device Manager licensing work?
With Wyse Device Manager 4.4, you are initially provided a 750 seat Workgroup edition key in the product. If you require additional licenses to manage your Wyse Thin Clients, please contact Wyse.
How do I activate my Device Manager License Key?
Once the Device Manager Sales License Key has been entered into Device Manager it must be activated. All licensing, both entering the sales key as well as activating a license is done through the Licensing Wizard which can be found in the Device Manager License Manager panel . To get an activation code, Expand Configuration Manager and select Licensing, Right-click the row for your Unactivated License Key and select Activate, Point your web browser to www.Device Managerlicensing.com and complete the simple online form. After completing the form, click Submit .You will need both the original sales key and the un-activated key. The un-activated key is produced and displayed when the sales key is entered into the Licensing Wizard. Once the form has been filled out and submitted an activation key will be generated and emailed to the email address provided on the form. Simply enter this activation code using the Licensing Wizard in order to finish the Device Manager Licensing Activation process. Device Manager is now licensed and ready to go.
What is the difference between a service release and a feature release?
A service release contains primarily bug fixes or very minor feature enhancements. A feature release contains primarily new feature enhancements. There are two types of feature releases, major releases and minor releases. Major releases contain numerous feature and design enhancements to Device Manager. Minor releases contain primarily customer requested feature enhancements. A service release is free of charge. You must have the latest feature release in order to take advantage of the latest service release.
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If you need technical assistance, please contact Wyse Technical Support.
If you need sales assistance, please contact Wyse Inside Sales.
Questions Related to Getting Help with Device Manager
Does Device Manager come with a manual?
The Device Manager help file is the Device Manager manual. It provides the Device Manager user with instructions on everything from installing Device Manager to entering new licenses to scheduling a software package. In addition to this Wyse also offers a Device Manager two-day training class. Browse to www.wyse.com/overview/training/index.htm for more information or to get signed up for a class.
Who do I call if I have a sales or technical question?
For help with sales questions please contact your Authorized Wyse Reseller or Wyse Inside Sales.
What training is available and how do I get signed up?
Wyse offers a two-day training course in Device Manager. For details please visit www.wyse.com/resources/training
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If you need technical assistance, please contact Wyse Technical Support.
If you need sales assistance, please contact Wyse Inside Sales.
Questions Related to Device Manager Priority Plus Program
What is the Device Manager Priority Plus Program?
Device Manager is the intuitive thin-client management software that brings lower TCO, more robust functionality, and a longer productive life to thin-client installations. There are two optional programs that can help customers get the most out of their Device Manager installations: the Device Manager Priority Plus Maintenance Program (which provides all upgrades) and the Device Manager Priority Plus Support Program (for enhanced technical support). For more details on the Priority Plus Program, visit www.wyse.com/products/software/Device Managerpriority.asp.
What is the difference between Priority Plus Maintenance and Priority Plus Support?
Priority Plus Maintenance includes all software upgrades to the particularly covered software product during the Priority Plus Maintenance period. Priority Plus Support provides comprehensive Telephone Technical Support for the Priority Plus Support period. Priority Plus Maintenance is purchase "per seat". Priority Plus Support is purchased "per customer".
When does the Priority Plus period start?
Priority Plus begins from the date of purchase.
How do I get new versions when they come out?
Wyse will notify Priority Plus Maintenance customers when a new version of software is available with instructions on how to acquire the new software and license. Typically customers will be instructed to retrieve their new license from the Wyse License Management System.
How do I add Priority Plus Maintenance to my Wyse Device Manager License?
Priority Plus Maintenance can be purchased through any Wyse Authorized Wyse Reseller. When you purchase Priority Plus Maintenance you will receive an email with a Maintenance Certificate Key. The key can be associated to one or more Device Manager licenses. The Certificate Key email contains instructions for associating the key.
How can I find out if all my licenses are currently covered by Priority Plus?
Simply login to your account in the Wyse License Management System. The Wyse License Management System is located at http://commerce.wyse.com/index.cfm?fa=account.main
Or contact Wyse Technical Support toll free in the U.S. and Canada at 800-800-9973, Option 2 . A Wyse Support Technician can provide you with information on whether or not your licenses are all covered by Priority Plus Support or Maintenance, as well as, provide you with licensing information on any licenses that are not covered in order to help you order Priority Plus for those licenses.
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How do I renew Priority Plus Support or Maintenance?
Wyse will automatically send you an invoice for renewal at the end of your Priority Plus period. There is no need to resubmit License Keys, simply pay the invoice and your Priority Plus will automatically renew for the new period. If for some reason you do not wish to renew your Priority Plus simply ignore the invoice and your Priority Plus will automatically expire (of course you will no longer have access to Priority Plus support features such as Telephone Technical Support or free Device Manager upgrades).
What happens if my Priority Plus expires? Can I renew later?
If it has been less than six months since the Priority Plus has expired you can renew your Support or Maintenance at the regular price, however the program period will begin back at the date the old program expired. If it has been more than six months since the old program expired then you must purchase a Device Manager upgrade and new Priority Plus.
I already have one-year Priority Plus on my Device Manager license. Can I add two or three years to it?
Yes, you may purchase additional years of support. Simply purchase the appropriate number of years of Priority Plus Program and it will tack on to the end of your current program period.
I have multiple licenses each with Priority Plus but because I purchased them at different times they don't renew at the same time. How can I sync up my licenses so that the Priority Plus renews all at the same time?
You may sync up all of your licenses by paying a prorated amount to bring the older licenses current with the newer licenses. For instance, if I have two licenses, one purchased January 1 with one-year Priority Plus and one purchased July 1 with one- year Priority Plus, I could pay six months' worth of Priority Plus to bring the January license up to match the July license. For more information or to sync up your licenses, please contact Wyse Inside Sales.
If you need technical assistance, please contact Wyse Technical Support.
If you need sales assistance, please contact Wyse Inside Sales.
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