QlikView Level I Support Process

OBJECTIVE: TOPICS: ! Download QlikView Application ! Adding License Information to Applications ! QlikView Software Maintenance Support

Quick Reference Guide

Provide a quick reference on how to: download QlikView software, describe support levels and process for assistance, assign licenses, and FAQs. ! Support Request ! Submit Tickets via email / online ! Enable Log Files ! FAQ Lease License Configuration ! FAQ Assign Client Licenses (CALs) ! FAQ Desktop to Server Connection

D OWNLOAD Q LIK V IEW A PPLICATION

To download QlikView Software, you must have access to the Customer Portal. Access to the Customer Portal is based upon a match between your email domain and the domain registered for the purchased QlikView software. Step 1) Launch your web browser and enter: http://login.qlikview.com/register.aspx Step 2) Fill out QlikView Registration form completely. Step 3) When finished, click on the icon.

Step 4) Once you are registered, you can navigate to the download section from the Customer Portal or click on the link: http://global.qlikview.com/download

Step 5) Filter the download selection based on Type of Licenses purchased (i.e. Desktop, Server, Publisher, etc) Version No and Release Number Environment Configuration

Step 6) QlikView Portal will display a list of links based on your Filter, criteria. Select the link that best describes your selection to begin your download process. Step 7) Install your selected QlikView software.

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QlikView Level I Support Process

A PPLY L ICENSE I NFORMATION S ERVER & P UBLISHER
The following instructions explain how to add your license information into QlikView Server or Publisher once the software has been installed. Step 1) Open QlikView Enterprise Management Console. Step 2) Click on the System tab and then select Licenses.

Quick Reference Guide

Step 5) Based on the information received, copy and paste the serial number, control number, and the contents of the LEF file into the corresponding fields. Update the Name and Organization fields as well.

Step 3) Highlight the Type of License you purchased.

Step 4) On the right hand side, click on QlikView Server License. Sample License Information: Note: If you are adding license information for Publisher, you must highlight QlikView Publisher. License Key 10093424532343 LEF File
10009434325632 NAMED_CAL_BY_MACHINE_ID;NO;; NUMBER_OF_DOCUMENTCALS;50;; PRODUCTLEVEL;10;;2012-02-01 SPECIAL_EDITION; 2NXY-KYXY-S55T-823K-5GTC

Control no. 6521

On the right hand side, click on QlikView Publisher License.

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QlikView Level I Support Process

A PPLY L ICENSE I NFORMATION : D ESKTOP
The following instructions explain how to add your license information into QlikView Desktop once the software has been installed. Step 1) From the menu bar, select Setting -> User Preferences.

Quick Reference Guide

Step 4) When complete, you should see the User Name, Organization, and serial number that was entered, as shown. Step 2) Under the User Preferences dialog, select the License tab. Click on the Change button, as shown.

Step 5) To validate your license key, navigate to the Getting Started opening page, under license information it will say:

Step 3) Enter the 16 digit serial number and then the 5 digit corresponding control number, respectively. Enter a User Name and Organization. Click Next.

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QlikView Level I Support Process

Q LIK V IEW S OFTWARE M AINTENANCE S UPPORT
Your ongoing QlikView Software Maintenance fee provides for ongoing access to QlikView software updates and access to QlikView Level I Support Services.

Quick Reference Guide

S UPPORT R EQUEST
Axis Client Support requires the following information when submitting a ticket for support : The relevant QlikView 16-digit license number The full QlikView build version number Technical details of the host server/machine, including: o Windows operating system o 32bit or 64bit environment o Number of CPUs and amount of RAM A complete description of the problem experienced including details on how to reproduce it, screen shots. Sample .qvw file, when requested by Axis Group For QlikView Server/Publisher, please provide the relevant log files Reference: Enabling Log File Creation QlikView Server Document Support Information: (Open QlikView, press CTRL+SHIFT+Q)

Tickets are handled during normal business hours, Monday to Friday 9am-5pm EST. Level I Support Services are limited to the following areas:
License Registration QlikView Functions & Macros Not Working as Designed QlikView Server QEMC Setup/Enhancements

Axis also provides Level 2 Support Services to provide assistance with QlikView document and server performance issues. This is normally handled with the same ticketing process, but is a separate contract service that is defined with service levels and an authorization process that provides for payment for services rendered.

Level II Support Services include the following areas:

VBScripts/Jscript, Clients Mobile Devices Application/Macro/Script/Document Development or Design QlikView installed Environment QlikView Server Issues (Firewalls/Security/Permissions) Workarounds identified as QlikView Bugs 24x7 Support

Service Level Response Time on Ticket Priority:

[High - 1 hour], [Medium 4 hours], [Low - 8 hours].

You can also retrieve the information from the Menu toolbar. Click on Help and scroll down to Document Support Info. Press the icon called: , open notepad or word and paste the information into a file, save file and submit to Axis Group.

For additional information surrounding Level 2 Support Service, please contact us at: 908-988-0200, press 5 for Sales.

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QlikView Level I Support Process

S UBMIT
TICKET VIA EMAIL

Quick Reference Guide

S UBMIT /V IEW T ICKETS O NLINE

Online Support link: http://qvsupport.axisgroup.com In order to submit or view your support tickets online, you must be registed in our system.

As an Axis client, you are set up to submit support tickets via email. Direct support requests to: QVSupport@axisgroup.com

Enter support topic in Subject field

Subject: of the email will be the Topic of the resulting ticket. Body: of the email will become the Description of the ticket. All the Support Information Requested, along with screen shots showing error messages and attach log file data.

Step 1) Click on the Register icon, if not registered already. Step 2) Enter your information, when finished click Sign up. Step 3) The system will send an email to your register email account for validation. Step 4) To activate your account, click on the link or copy & paste into your browser. Step 5) Log in with your credentials and click login. To see your tickets, click on View Tickets. Next, highlight the subject and click on it. On the right hand side, there is an icon called Post Reply. This will allow you to post additional information and add attachments. Once finished, click on Update, and the system will send you a confirmation email. To create a new ticket, simply click on Submit a Ticket and follow the instructions on screen.

A confirmation email will be sent via our support system. The email contains your ticket number.

When replying (adding additional notes, files), please make sure that the ticket ID (subject of email) is kept the same. This will ensure that your replies are tracked appropriately.

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QlikView Level I Support Process

E NABLING L OG F ILE C REATION Q LIK V IEW S ERVER
Step 1) Start up QlikView Enterprise Management Console. Step 2) Click on the System tab. Step 3) Click on Setup, then expand QlikView Servers folder.

Quick Reference Guide

FAQ L EASE L ICENSE C ONFIGURATION

The leased license is valid for 30 days; then you need to reconnect to the QlikView Server in order to lease a license again. Prerequisites when leasing a license: Log into QlikView Enterprise Management Console, click on System tab, click on Licenses tab, highlight QlikView Server, click on General tab and select:

Step 4) Select the High verbosity radio button from the Verbosity section.

Option 1: (If User domain and server authentication are the same): Step 1) Open the desktop client from the File Menu, Select File > Open in Server > Type the QlikView Server URL in address bar. Step 2) Hit Connect. Open a document. The license is now leased from the QlikView Server. Option 2: (If custom authentication mechanism in use - v10 SR4 or later & v11):

Step 5) Click Apply. Log File Names Windows 2008 Servers logs will be written to c:\programdata\qliktech\qvs by default and are labeled with the extension .log: performance_SERVERNAME.log events_SERVERNAME.log sessions_SERVERNAME.log

Step 1) Open the desktop client and from the Menu Toolbar, select Settings > User Preferences. Step 2) From the Locations tab, left-click QlikView Server AccessPoint (URL). Step 3) Click the Modify button, Type the URL used to access the QV AccessPoint via the custom Authentication portal. Step 4) Click OK, Click Apply, Click OK. Step 5) From the Menu Toolbar, Select Tools > Open QlikView AccessPoint. Step 6) Login using the custom credentials. Open a document if a User CAL has not already been assigned. Page 6 of 8

Windows 2003 Servers logs will be written to c:\document and settings\All Users\Application Data\QlikTech.

QlikView Level I Support Process

FAQ A SSIGN C LIENT A CCESS L ICENSES (CAL S )
In order to connect to a QlikView Sever each client needs a Client Access License (CAL). A CAL is never transferred to a client, but a client uses a CAL when connected to a specific QlikView Server. To assign Client Access Licenses (CALs): Step 1) Open QlikView Enterprise Management Console. Step 2) Click on System tab, click on "Licenses" menu. Step 3) Click on QlikView Server and on the right pane select "Client Access Licenses (CALs)" tab. Step 4) Click on Assigned. There you can specify in the form DOMAIN\USERNAME the users in your domain you want to have a Named CAL assigned to them.

Quick Reference Guide

TO

FAQ D ESKTOP

S ERVER C ONNECTION

To connect QlikView Desktop Client to QlikView Server: Step 1) Launch QlikView Desktop Application. Step 2) Click on File from the menu bar, select Open in Server. Step 3) In the dialog box called Connect to Server, Server field enter: qvp://<SERVERNAME> and click on Connect.

To assign a Document CAL, go to the QEMC, Documents, click on the document you want the users to access, and on the right part you will see a tab "Document CALs". Likewise add your users in the form DOMAIN\USERNAME. Make sure you do not delete or rename files before removing the license assignments, or you may lose them. Note that in case you missed the username in favor of another username, you will have to wait 24 hours before changing the assignment to the correct user.

Step 4) Open the application from the AccessPoint Server, you will now see a change in license from Personal Edition to Leased Server CAL. Note: A) If you dont have a domain, change to Alternate ID for authentication, enter your Login ID and Password. B) This allows you to open/edit other QlikView files created by other users.

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QlikView Level I Support Process

FAQ U NABLE
TO SEE

Quick Reference Guide

O BJECTS

OR TABS

WHEN PRINTING

If you print an object or series of tabs to a .PDF, the data may not be visible: Step 3) From the Printing tab, uncheck Bypass Postscript for Printing (slow). Step 1) Click on the Menu and select User Preferences or Press Ctrl + Shift + U.

Choose User Preferences

Step 2) Click on the Printing tab.

Printing tab Step 4) Click OK.

Uncheck this box

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