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Providing log files is essential for efficient troubleshooting. These files contain a detailed record of system events, error and warnings which allows our support team to analyze the issue thoroughly. The more information you provide, the better equipped we'll be to assist you.

Product Logs

Log file locations

Licensing Logs

%APPDATA%\Red Gate\Licensing

Service Logs 

C:\ProgramData\Red Gate\Shared Client\Log

Installer Logs

• Click 'cancel' on the error popup window
• Left click on the Redgate icon at the top left of the main installer window title bar
• Choose 'Open temporary file folders'
• Zip and send us the log files

Client Logs

To open the folder where the log files are stored, click Locate Log Files. By default, log files are located in: C:\ProgramData\Red Gate\Shared Client\Log

In this article, we will provide the necessary steps to transition any existing serial allocations to user-based ones.

We are currently updating our licensing system across all of our products. This update will introduce several exciting improvements but it also means that serial number activation will no longer be supported. 

Please note that it is necessary to remove any existing serial allocations and reallocate them to users before upgrading to our latest product versions that include the licensing updates. Failure to do so could result in users temporarily losing access to their products.

Not all of our products have been updated to the new licensing system yet. At the bottom of this article we have outlined which products have been updated, and we will continue to update this article as new products are added.

Prerequisites

You must have license admin or owner permissions in the Redgate customer portal.

How to remove serial allocations

It is necessary to de-allocate the serial and allocate the user before they update their Redgate product onto a version using the updated licensing.

- Navigate to the customer portal

- Select the supported product tile you wish to remove the serial allocation(s) from

- Click on the Allocatee column label to sort it into ascending/descending. This will bring the serial allocations to the top of the page. These allocations are represented with a device icon

- Select the checkbox for each of the serial allocations

- Click the Remove button on the right side of the screen

How to add user allocations

- Navigate to the  customer portal

- Select the supported product tile you wish to add user allocations to

- Click the +Allocate button to the right side of the screen

- Enter the email address of the user you wish to add

- Click Add x user at the bottom of the screen

How to enable user-based login

Note: Flyway Engine users will need to follow the flyway auth docs instead.

End-users who have had their serial allocations removed will need to re-enable user account licensing on their devices. They should follow these steps on devices with Redgate products installed.

- Visit http://localhost:22221/redgate/status.html 

- Click 'LICENSE SETTINGS'

- Tick 'Enable user account licensing on this computer'

- Click 'SAVE'

- Open one of the Redgate products listed under 'Updated products' section below; a login screen should appear

Click ‘Log in’ and enter your Redgate ID username and password.

Updated products

• Flyway Desktop

• SQL Change Automation

• SQL Compare

• SQL Data Compare

• SQL Data Generator

• SQL Dependency Tracker

• SQL Doc

• SQL Multi Script

• SQL Prompt

• SQL Source Control

• SQL Test

• SQL Toolbelt (excluding SQL Backup and Redgate Monitor)

• SQL Toolbelt Essentials

• Flyway Enterprise (excluding SQL Code Analysis for Oracle, SQL Data Compare for Oracle, Redgate Change Automation, SQL Schema Compare for Oracle and SQL Source Control for Oracle)

• Flyway Teams (excluding SQL Source Control for Oracle)

• Redgate Deploy (excluding SQL Code Analysis for Oracle, SQL Data Compare for Oracle, Redgate Change Automation, SQL Schema Compare for Oracle and SQL Source Control for Oracle)

Many installation failures can be due to two things that are worth checking prior to troubleshooting:

• Are you installing the latest version of the tool?
• Do you have .Net Framework 4.6.1 or later installed?

If you are still experiencing problems installing, here's some troubleshooting steps you can try:

Finding Installers
Upgrading
Out of entitlements when activating your license
Trial Expired message on a licensed product or after upgrading
SSMS plug-ins are missing from new SSMS install
Using Check for Updates
Unable to connect to the Redgate Client Service when activating

Finding Installers

There are several ways to find the installers you need for your Redgate tools.

Log in to the customer portal

You can access the details of your Redgate licenses by logging into your Redgate account on our website.

The first view you see in the Supported products page shows a summary of the licenses associated with your account and you can download the latest versions of your tools from here.

On your invoice

When you purchase a Redgate license the download link for the installer is on the invoice.

On the Redgate download site

You can find installers for all the product versions you require, current or older versions, here:

https://download.red-gate.com/

NB: If you're looking for Redgate Monitor installers they are under https://download.red-gate.com/checkforupdates/RedgateMonitorWebService/ 

Out of entitlements when activating your license

If you are getting the activation error 'Failed to activate the license: All of the x entitlements for serial xxx-xxx-xxxxxx-xxxx have already been claimed' you may not be logged in or the license may already be in use. Please follow the steps in this article:

All Entitlements Claimed Error when Activating a License for a Desktop (Client) tool

Upgrading

You can download the latest version of a product using Check for Updates, the customer portal or the Redgate website.

• If you download the latest version from our website or the customer portal, you need to run the installer to upgrade the product.  Some Redgate products are available as part of bundle and you can select which products you want to upgrade when you run the installer.

• If you use Check for Updates, the installer runs automatically.

You can install the latest major version of our standalone desktop tools on the same machine as the previous version.  Some users prefer to run an old version alongside the latest version to compare old databases that aren't compatible with the latest version of the tool. 

However, installing a minor release will upgrade the existing installation. Our server tools (e.g. Redgate Monitor, SQL Backup) and tools which operate entirely within SQL Server Management Studio and Visual Studio will always upgrade the existing installation.

To revert to an earlier version, uninstall the later version, then download and install the version you want from the Release notes and other versions page on the documentation site.  You can use a serial number for a later version to activate an earlier version. 

Troubleshooting

Before upgrading you may want to check the system requirements which can be found on the documentation site by choosing your product and then clicking Requirements.

If you run into any problems after upgrading a Redgate tool, SQL Server Management Studio or SQL Server, in most cases an uninstall and subsequent reinstall of the Redgate tool should fix the problem.

Trial Expired message on a licensed product or after upgrading

This error message is displayed if you have upgraded to a new major version or downloaded an upgrade from the Redgate website which reverts to trial mode.  If you have a license and you run into this error you will need to activate your serial key within the tool.  You can do this one of two ways depending on the product:

• On the Help menu, select Manage my license

• On the Help menu, select Enter serial number

 This will put you back into licensed mode.

SSMS plug-ins are missing from new SSMS install

After installing a new version of SSMS you may need to reinstall the plug-ins (SQL Prompt, SQL Source Control, SQL Test, SQL Search) if they no longer appear in the menu bar.

1. From Control Panel, uninstall the tools needed in the new SSMS install

2. Run the latest installer for the tools

Using Check for Updates

The Check for Updates service checks whether a more recent version of the product is available to download. To use the service, your computer must have a connection to the internet. If your internet connection uses a proxy server, make sure your web browser connection settings are configured correctly.

To check for updates for a Redgate product, on the Help menu, click Check for updates. Any available updates are listed:

To view the full release details in your default web browser, click Details.

To get the update, click Install. If you have a choice of updates, choose by selecting a different upgrade from the dropdown, and then click INSTALL.

About the Check for Updates service

When you start the application, the Check for Updates service informs you automatically when there are updates available:

If you don't want to receive these notifications for the product, clear the Check for updates on startup check box.

If you don't want the Check for Updates service to inform you about a particular update again, select the Don't tell me about this version again check box. The Check for Updates service will still inform you of new updates when they become available.

Unable to connect to the Redgate Client Service when activating

To restart the Redgate Client Service open your Services console (Control Panel > Admin Tools > Services), select Redgate Client in the list of services and click Start.  

If this doesn't resolve the problem please send the latest full Redgate Client Logs which can be found in C:\ProgramData\Red Gate\Shared Client\Log to Redgate support.

For Redgate Client Service troubleshooting help see Redgate Client Service fails to start.

Other installation related guides you may find useful:

Troubleshooting licensing & activation errors

Troubleshooting Check for Updates errors

Installing on the command line

Installing from the .msi file

A Redgate ID is a free user account that gives you a secure and personalized experience with Redgate products and services. Your purchases, updates, and trials of Redgate products and services are all managed through your Redgate ID. You can also use your Redgate ID to register your products and contact Redgate support.

Your Redgate ID should be the email address you used when you purchased a Redgate product or service, or you first logged a Redgate support request. The email address used will need to have an accessible and monitored inbox. A single Redgate ID should not be shared amongst users, each user must have their own. Redgate does not create an ID on your behalf, you will need to do this on the Redgate website. 

Creating a Redgate ID

If you don’t already have a Redgate ID, you can create one:

1. Go to the Redgate ID log in page and enter the email address you wish to use for your Redgate ID. Click Continue.
2.  If the email address entered does not already have a Redgate ID associated with it the next page will ask you to enter a password of your choice and below, confirm that password, then click Continue (you'll also see the option to set up SSO. See, https://documentation.red-gate.com/authentication/single-sign-on-for-redgate-apps).
3. The next page you see will be the Redgate Support landing page.
4. You'll receive an email from Redgate asking you to verify your Redgate ID. Click the confirmation link in the email to confirm your email address.

You can now log in to your account.

NOTE: If you don't receive the verification email, you can request it again here: https://identityprovider.red-gate.com/identity/confirmemail. 

Resetting your Redgate ID password

To reset your password navigate to the account page on the Redgate website.Enter your email address and click next.Click on the Forgotten your password? link, enter your email address and click Send email.Your password reset email will be sent to your inbox.  These emails can sometimes get caught up in your spam filter so if you don't receive it within a few minutes please check your junk folder.If you don't receive the email and it's not in your junk folder please let us know.

Activating Redgate products with a Redgate ID

A Redgate ID is required to activate Redgate products and services.For more information, see Activating and All Entitlements Claimed Error when Activating a License for a Desktop (Client) tool.

Changing the email address associated with your Redgate ID

The email address you associate with your Redgate ID cannot be changed in the customer portal. If you need to change your Redgate ID email address you will need to create a new Redgate ID for the email address you wish to use. Then you can log in to the customer portal using your new Redgate ID.If you're a license owner you can transfer licenses yourself by adding your new email address as an owner before removing your old email address from the license. See Managing license users, owners & admins. If you're a user you can raise a support ticket to request the transfer of any existing licenses from your old account to the new.To ensure that the new Redgate ID is also reflected in your activated products, log in to your tool, go to Help > Manage license and choose to Log Out. Now log back in using your new Redgate ID. Be sure to remove your old Redgate ID from any user lists.