Wyse™ Rapport® Frequently Asked Questions
For more information, please call us on 1300 88 WYSE (9973) or +61 2 9492 0180, or email info@wyse.com.au.
Questions Related to Obtaining Rapport
Questions Related to Rapport Maintenance
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Questions Related to How Rapport Works
Questions Related to Rapport Licensing
Questions Related to Getting Help with Rapport
Questions Related to Rapport Priority Plus Program
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Questions Related to Obtaining Rapport
How do I get a Rapport Sales Key?
Rapport Workgroup licenses are bundled with Winterm terminals. Wyse Rapport, version 4.4.1 is provided from the Wyse website (www.wyse.com/bundle/download.asp) with a Rapport Workgroup Edition key installed (this is not a production key but this key may be used for the initial discovery of Winterm thin clients on the network). There are two options for obtaining your permanent Workgroup License Key, you may run the Rapport Bundle License process to obtain a Workgroup key or you may generate an XML file and email the file to rapportlicensing@wyse.com to obtain your Workgroup Edition key. Instructions for both of these options are included in the Wyse Rapport, version 4.4.1 Help File.
In Wyse Rapport 4.4, a 750 seat Workgroup edition key is provided. This Workgroup edition key may be activated via rapportlicensing@wyse.com to become a production key. Instructions for Workgroup key activation are included in the Wyse Rapport version 4.4 Help File.
For Rapport Workgroup keys on older terminals or Rapport 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 simply replace your old Workgroup edition license with the new Enterprise edition license by using the Licensing Wizard in the Rapport Configuration Manager.
How do I get Rapport Priority Plus Support or Maintenance?
Contact an Authorized Wyse Reseller to start our two optional programs that help customers get the most out of their Rapport installations: the Rapport Priority Plus Maintenance Program (which provides all upgrades) and the Rapport Priority Plus Support Program (for enhanced technical support).
I have purchased Winterm thin clients but there is no CD-ROM in the unit's box. How do I obtain the Rapport CD-ROM?
Your Authorized Wyse Reseller can provide you with a Wyse Rapport V4 CD whenever you purchase Wyse Winterm thin clients. You may also order a Wyse Rapport CD from the Rapport software download page on the Wyse website http://www.wyse.com/bundle/download.htm.
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I would like to test Rapport. Where can I find a demo version?
Any Authorized Wyse Reseller can provide a Rapport eval CD. You may also evaluate Wyse Rapport, Enterprise version for 30-days free by registering at www.wyse.com/bundle/enterprise.htm.
How much does Rapport cost?
Please contact your Authorized Wyse Reseller for pricing information.
I have heard that Rapport is now free of charge. Is that correct?
Beginning on Oct 8, 2001 Wyse bundles a Rapport Workgroup license with every Winterm terminal. For information on installing Rapport and obtaining the Rapport Workgroup license please read the Wyse Rapport, version 4.4.1 Help File.
My company has several locations. Should I order a Rapport CD-ROM for each location?
You may want to have a Rapport CD if you are going to install multiple Rapport servers or if you are going to install an Enterprise version where the five Rapport components (see the question on Rapport Workgroup and Enterprise differences for more detail on the four Rapport components) will be installed in different locations. However this is not necessary.
When I order Rapport how do I get my Sales Key?
When you order Rapport the Sales Key will be emailed to the email address you provided with your order.
How often do new releases of Rapport come out?
New releases of Rapport may come out several times a year including service and feature releases.
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Questions Related to Rapport Maintenance
If I did purchase Rapport 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 Rapport 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 Rapport Priority Plus Program. Contact your Authorized Wyse Reseller for ordering.
Why do I have to register my Winterm units? 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. Winterm 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.
Rapport can help with the registration process to make it much faster and easier. After you have discovered all of your terminals with Rapport you can use the Serial Number Registration utility to get all of the serial numbers out of Rapport in order to provide them on the online warranty registration form (NOTE: The Winterm 8440XL does not supply Rapport 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 Winterm thin clients?
If you register your terminals within 90 days of purchase Wyse will automatically extend your Winterm warranty from one to three years for selected models. Winterm 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.
Rapport can help with the registration process to make it much faster and easier. After you have discovered all of your terminals with Rapport you can use the Serial Number Registration utility to get all of the serial numbers out of Rapport in order to provide them on the online warranty registration form (NOTE: The Winterm 8440XL does not supply Rapport 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 Rapport to manage my Winterm units. Now I am planning to purchase additional Winterm units. How do I get the Rapport Workgroup license that now comes with the terminals?
Rapport workgroup comes with a license key for managing upto 750 Winterm thin clients. If you need to manage more than 750 please contact Wyse Customer Support - techsupport@wyse.com.au
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 Rapport 4.4, you are initially provided a 750 seat Workgroup edition key in the product. If you require additional licenses to manage your Winterm thin clients, please contact Wyse Customer Support - techsupport@wyse.com.au
With Wyse Rapport 4.0, whenever you register the terminals you will receive a single Wyse Rapport 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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Questions Related to How Rapport Works
What is the difference between Wyse Rapport 4.4.1 and Wyse Rapport 4.4?
Wyse Rapport 4.4.1 includes support for new Wyse thin clients: S class, V class, and the Winterm 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 Rapport 4.0 and Wyse Rapport 4.4?
Wyse Rapport 4.4 is based on the same architecture as the Wyse Rapport 4.0 product. There is no functional difference between the two products. Wyse Rapport 4.4 includes easier Workgroup edition installation, easier license key activation, and enhanced documentation.
What is the difference between Rapport Workgroup and Rapport Enterprise?
Rapport can be installed as Workgroup edition or Enterprise edition.
The Rapport Workgroup edition automatically installs all Rapport 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 Rapport product.
To manage larger networks containing 200 or more clients, you would use Rapport Enterprise edition, which allows greater flexibility and allows you to install Rapport components on separate computers. This allows you to strategically place separate Rapport components on your network to improve large file transfer performance, assign system administration duties etc.
Rapport is comprised of five different components which all work together to enable you to manage your clients. The four components include:
- The Rapport Microsoft Management Console Snap-in GUI
- The Shared Software Repository
- The Rapport Service
- The Rapport MS-SQL Database
- The Rapport HTTP/S Service
If you are installing the Rapport Workgroup edition, Rapport automatically places all of these components on one computer.
If you are installing the Rapport Enterprise edition, Rapport allows you to place these components on one or more computers located on your network.
Rapport 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, Rapport 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 Rapport Server and the device.
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What size server do I need in order to run Rapport?
- 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 Rapport?
The following is the Rapport Installation Checklist from the Rapport Documentation:
RAPPORT INSTALLATION CHECKLIST
For security reasons, you must install Rapport on a domain and be logged on as the administrator on that domain. If a domain is not available, continue installing Rapport then contact technical support for information on how to properly configure Rapport.
Make sure you have a Rapport 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 Rapport on Windows NT 4.0 Terminal Server Edition, then you must have Microsoft-SQL Server 7.0 installed prior to installing Rapport.
If you are installing Rapport on Windows NT 4.0 Server or Terminal Server, you must have an FTP Server installed on the same computer prior to installing Rapport . You will have to reapply your service pack. Please see the Rapport Help file for more information on "Configuring Microsoft Internet Information Services for Rapport" .
Rapport should not be installed where a TFTP service or PXE/Proxy service is already installed.
Rapport 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 Rapport. Please note that Microsoft recommends updating your service pack after installing any services.
Rapport 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 Rapport Enterprise Edition license which allows you to install individual Rapport components on multiple computers.
After you finish installing Rapport, you must upgrade each client with the latest Rapport agent. The latest Rapport agents are pre-registered in the Software Manager and are ready for distribution to the appropriate client(s).
If you are installing Rapport 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 Rapport 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 Rapport on Windows NT Server 4.0 or Windows 2000 Server.
If you are installing Rapport 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, Rapport 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 Rapport but it is provided on the Rapport Installation CD-ROM in the Applications folder.
Close all persistent drive mappings to the machine that Rapport is to be installed on and reboot the machine. This allows Rapport to install using the proper security tokens and prevent any credential conflicts during the Rapport install process.
If you are planning to use IIS as your Rapport FTP server, and you do not have IIS installed, you will need your MS-Windows CD to install IIS when the Rapport 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 Rapport will use to log on to the FTP Server.
- The FTP root folder that the Rapport user logs on to.
- The FTP Server name you are using for Rapport.
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 Rapport will be installed on.
CAUTION!
The Rapport 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 Rapport 3.02, please be sure to acquire your Wyse Rapport, 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 Rapport.
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Why is Rapport better than a management framework (i.e., Openview, Unicenter) for managing the terminals?
Rapport 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. Rapport 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 Winterm 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. Rapport, because it provides all of the management tasks needed for thin client terminals, is the right solution for managing thin client environments.
Will Rapport manage other devices?
For a list of handheld devices that work with Wyse Rapport, see the product datasheet. In the future, Rapport may manage other devices such as PCs and PocketPCs.
What is the difference between Rapport and WyseWorks Remote Administrator?
WyseWorks Remote Administrator is the original management tool for managing Winterm 3000 and 8000 series terminals. It does not offer the robust management features of Rapport, such as grouping, scheduling, and reporting. Like WyseWorks Remote Administrator, Wyse Rapport, version 4.0 has the ability to create a custom 3000 series binary that includes a configuration file. For Wyse Rapport 3.02, users can schedule a firmware installation and then a configuration update on 3000 series terminal to accomplish the same task. Rapport supports all Wyse Winterm thin clients.
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Which thin clients can I manage with Rapport?
Version 3.01 manages:
- Winterm 3 series
- Winterm 8 series
- Netier NetXpress
- Compaq T Series
Version 3.02 and 4.0 manages:
- All of the above plus
- Winterm 1 series
- Winterm 5 series
- Winterm 9 series
Version 4.4.1 manages:
- All of the above plus
- Winterm S class
- Winterm V class
Does Rapport work with non-English servers?
Yes.
Wyse Rapport version 4.4 does not require any Service Pack or other pre-requisite for installation on non-English servers.
Users installing Wyse Rapport, version 4.0 on non-English servers should download and apply Service Pack 1 for Wyse Rapport, 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 Rapport 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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Questions Related to Rapport Licensing
Do I need to install Rapport 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 Rapport Configuration Manager.
How does Rapport licensing work?
With Wyse Rapport 4.4, you are initially provided a 750 seat Workgroup edition key in the product. If you require additional licenses to manage your Winterms, please contact Wyse Customer Support - techsupport@wyse.com.au
How do I activate my Rapport License Key?
Once the Rapport Sales License Key has been entered into Rapport 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 Rapport 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.rapportlicensing.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 Rapport Licensing Activation process. Rapport 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 Rapport. 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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Questions Related to Getting Help with Rapport
Does Rapport come with a manual?
The Rapport help file is the Rapport manual. It provides the Rapport user with instructions on everything from installing Rapport to entering new licenses to scheduling a software package. In addition to this Wyse also offers a Rapport 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 or technical questions please contact your Authorized Wyse Reseller.
What training is available and how do I get signed up?
Wyse offers a two-day training course in Rapport. For details please visit www.wyse.com/resources/training
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Questions Related to Rapport Priority Plus Program
What is the Rapport Priority Plus Program?
Rapport 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 Rapport installations: the Rapport Priority Plus Maintenance Program (which provides all upgrades) and the Rapport Priority Plus Support Program (for enhanced technical support). For more details on the Priority Plus Program, visit www.wyse.com/products/software/rapportpriority.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 Rapport 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 Rapport 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. 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 Rapport 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 Rapport upgrade and new Priority Plus.
I already have one-year Priority Plus on my Rapport 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.
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