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Help & Support

For assistance with Actian DataConnect, the following support resources are available:

Help & Support Resources

Clicking Help in the left navigation menu opens the DataConnect online documentation (docs.actian.com/dataconnect/14.0/) in your default web browser.

Technical Support

For technical assistance, contact Actian DataConnect Support:

https://www.actian.com/contact/

Information Required When Reporting Issues

When contacting technical support, please provide the following information:

  • Product Serial Number: Available in About (left navigation menu)
  • Product Version: Available in About (left navigation menu)
  • Contact Information: Your name, company name, email address, and phone number
  • System Environment: Operating system, version, and service pack
  • Data Sources: Source and target connector names
  • Error Messages: Complete and exact error message text (if applicable)
  • Problem Description: Detailed description of the issue and steps to reproduce
  • Workaround Attempts: Any solutions or workarounds you have tried

Additional Information for Troubleshooting

To effectively troubleshoot data transformation issues, technical support may request:

  • Sample Data: A representative sample file or database subset that reproduces the issue.

    Note

    For confidential data, support can work with anonymized datasets or execute a nondisclosure agreement to protect your information.

  • Application Software:

    • For PC-based databases listed in DataConnect connector menus and available through general distribution, Technical Support has access to the application for testing.
    • For server-based databases, custom applications, or vertical market solutions not available through general distribution, support may request access to the application or environment.

  • System Configuration: Hardware platform details, network configuration, and communication software/hardware specifications.

About DataConnect

To view product information, license details, and enabled features, click About in the left navigation menu. The About DataConnect page shows the product version and three tabs:

  • About: License details for the active license - License File Name (with Browse... to select a different .slc file), Product Name, License Type, Serial Number, Expiration Date, Subscription Ends, Users, Name, and Company. These are the same details available under Settings > License.
  • Legal: Copyright notices and the third-party software components included in the product.
  • Features: The capabilities enabled by your license, each with a value and an expiration date. The exact features and values depend on your license; a typical license shows:
FeatureValueExpires On
Analytics EnabledEnabled<license expiration>
Concurrent Engine Count10<license expiration>
Integration ManagerEnabled<license expiration>
KNIME EnabledEnabled<license expiration>
Maintenance expiration date<maintenance expiration><license expiration>
Max allowed threads4096<license expiration>
Maximum number of Cores9999<license expiration>
Maximum number of Users9999<license expiration>
Nodes Enabled (0=Unlimited)0<license expiration>
Non-Production LicenseEnabled<license expiration>
Runtime EngineEnabled<license expiration>
Scripting EnabledEnabled<license expiration>
Streams Enabled2<license expiration>
Thread supportEnabled<license expiration>
WINDOWS PlatformEnabled<license expiration>

This information is useful when contacting technical support or verifying your license status.