SUPPORT

Our Support Team is an Extension of your Organization

Our support philosophy and customer commitment go far beyond just providing product. Our entire company stands behind each product and solution that we deliver regardless of the customer size or the price paid by the customer. We also stand behind each of our partners, working closely with them, becoming an extension of their own organizations, and guarantying the success of their projects, initiatives, and/or solutions.

With Alero, our partners and customers lower the total cost of ownership and risk of owning an Alero solution, improve the return from your IT investment, and optimize the business value of your IT solutions. Why? Because our commitment to our customers, the quality of our solutions, the quick turn around response to issues and questions, our carefully selected partners and the global support infrastructure they provide, and our proactiveness and involvement with our customers.

Technical Support Services are offered at Alero's or authorized reseller's offices worldwide. For problems or questions on installing, administering or using the Alero software, contact your Alero's or authorized reseller's Technical Support Services.

Here is why us:
  • "Benefit from our knowledge and expertise directly from our professional technical engineers"

  • "Consult with us about your next solution, architecture, design, tool, initiative"

  • "Use our know-how and expertise in the subject matter to extend your credibility and knowledge"

  • "Take advantage of the latest industry-leading technology enhancements and standards"

  • "Get upgrades as part of your annual support contract and keep up with technology"

  • "Get access to new functionality across product lines that help you grow your info-driven business"

  • "Benefit from our global partner experience and expertise and put it to work"

  • "Get direct access to Alero expertise for your mission critical issues available 24/7"

  • "Access advanced, proactive, automated support tools to optimize system performance"

  • "Access simplified, automated configuration management and framework"

  • "Maximize your Alero investment and unlock the full value of your Alero solutions"

More Information

All you Need to Know About our Products

To better serve you, before contacting Alero or one of its authorized resellers, use the documentation in this website, product documentation, training materials, release notes, etc. to try to resolve your current issue or question. There is a lot of information available to you and at your disposition.

Technical Support Services are offered at Alero's or authorized reseller's offices worldwide. Should you have further questions, contact your Alero's or reseller's sales representative or Technical Support Services.

For Alero Technology Support Services, contact:

Telephone: +1.858.720.6688 x366

Fax: +1.844.719.0806

E-Mail: support@alerotech.com

Internet Address: www.alerotech.com

Alero is a Java product. As such, it supports any of the Java supported platforms (operating systems), most of the latest Java Runtime Environments (JRE), most web servers, and the most common industry-strength relational databases (RDBMS) in the market.

Please note that before installing Alero, several hardware and software prerequisites should be present on the target machine, as described in this section.
The hardware and software prerequisites required by the Alero software depend on the objective of the installation or type of installation. When installing the Alero software, you can specify the modules to install, including the Alero server and/or one or more of the Alero Web Management Tools and applications.

If the Alero server feature is selected, when configuring the modules to run in the server, you can configure the server to be a "data" or a "non-data" server. An Alero "data server" is a server configured to run the "DATA" agent module, which is the module directly involved with the management of data/information in Alero. Only Alero servers configured to run the DATA agent can run the Alero "Information Resources" or modules, including adapters, security managers, and event managers. An example of an Alero data server is a server configured to run ECM, BPM, or some of the integration modules. On the other hand, an Alero "non-data server" is a server not configured to run the "DATA" agent module. Alero non-data servers are not directly involved with the management of data/information but provide other services complementary to the services provided by the Information Resources, including storage, scheduling, migration, importation, etc. An example of an Alero non-data server is a server configured to run the storage module (also known as a "storage server"). For more information, refer to Appendix A – Server Configuration. Following are the prerequisites for each of these types of installations:

For an Alero Data Sever:

  • - Java Runtime Environment (JRE)
  • - A database instance. This instance will be used by one or more of these types of servers to connect and store information. This database instance can reside on any server and does not have to reside where these types of servers are installed.
  • - The Alero server software

Note: Normally, ONLY one database instance is required per Alero system regardless of the number of Alero servers and their types (data or non-data). In any Alero system, you must have at least one Alero data server. However, there may be times you may want to configure Alero to take advantage of multiple databases. For more information, refer to Appendix B – Database Configuration in the Installation Guide.

For an Alero Non-Data Sever:

  • - Java Runtime Environment (JRE)
  • - The Alero server software

For the Web Applications:

If you are installing the Alero web applications, then you need:

  • - Java Runtime Environment (JRE or JDK), if your web server is Java based.
  • - Web Server. The web server must be compliant with servlets and JSPs.
  • - One or more of the Alero Web Applications
Java primarily. Some .NET for some components on Windows.
Repository (enterprise content management), content, process (business process management), integration (enterprise content and information integration), security, and event.
Following are the JREs supported by product version:

  • For Alero v2006 R1 (v4.1) and R2 (v4.2): JRE 1.3, 1.4, 1.5. Recommended JRE 1.4.2-1.5x.
  • For Alero v2008 R1 (v5.1) up to SP2: JRE 1.4.2, 1.5. Recommended JRE 1.5.
  • For Alero v2008 R1 (v5.1) SP3-SP5: JRE 1.4.2, 1.5, 6, 7. Recommended 1.5 or higher. JRE 1.6 or higher is only supported in Alero v2008R1 SP3 or higher.
  • For Alero v6: JRE 1.6, 1.7, 1.8 or higher. Recommended 7 or 8.
The preferred JRE is from Oracle. However, other JRE’s for other platforms are also supported, as follows:

  • AIX: IBM Java Runtime Environment or SDK 1.3 – 8x.
  • HP: HP Java Runtime Environment or SDK 1.3.1 – 8x
  • Linux: Both Oracle and IBM Java Runtime Environment or SDK 1.3.1 – 8x.
  • Solaris: Oracle Java Runtime Environment or SDK 1.3.1 – 8x.
Note: JRE 1.6 or higher is only supported in Alero v2008R1 SP3 or higher.
Important: The Alero Software v6.0.0.0 and the Alero Installer were compiled using: JRE 1.6. Therefore, you MUST use JRE 1.6 or higher.
Any Java supported platform. Currently, there are installations in Windows 2000/2003/2008/2012, HP-UX, AIX, SUN Solaris, and Linux. Although Alero is a Java product, it is completely Windows friendly. It runs as a Service and writes messages to the Event Viewer. Once installed, there are no traces of Java anywhere. The only prerequisite is the Java Runtime Environment (JRE).

The Alero servers and components are platform independent and can potentially run in any Java supported platform, as illustrated in the following table:

  • Apple Mac OS: Mac OS X, 32 and 64-bit Java, 10 or higher
  • IBM UNIX: AIX*, 32 and 64-bit Java, 4-7 or higher
  • HP UNIX: HP-UX*, 32 and 64-bit Java, 11 or higher
  • Oracle UNIX: Solaris* SPARC, 32 and 64-bit Java, 7-11 or higher
  • Oracle UNIX: Solaris*, 32 and 64-bit Java, 7-10 or higher
  • Linux, x86/x86-64, ppc/ppc64, ARM, (applies to all vendors):
    • RedHat Linux:, Enterprise*, 32 and 64-bit Java, 4-7 or higher
    • Novell Linux:, SuSE Linux Enterprise, 32 and 64-bit Java, 8-13 or higher
    • Ubuntu Linux:, Linux*, 32 and 64-bit Java, 8-14 or higher
  • Microsoft Windows: Windows*, 32 and 64-bit Java, 2003, 2008 & R2, 2012 & R2, XP, Vista, 7, 8, 10, or higher
* Platforms commonly used by customers.

Note: Although the Alero software should work correctly on all the platforms listed in this table, Alero Technology has not tested the product in all these platforms and cannot be certain that it will run correctly.
The product uses an RDMS to keep definitions, user data, system data, and other information, and currently supports seven of the major RDMS providers, as illustrated in the following table:

  • Microsoft SQL Server*: 2000–2014 or higher
  • Oracle Oracle*: 8i-12c or higher
  • Sybase Sybase ASE*: 12.5-15 or higher
  • IBM DB2*: 8.1-10 or higher
  • IBM Informix*: 9–12 or higher
  • TmaxSoft Tibero*: 5 or higher
  • Oracle MySQL*: 5.6 or higher
* Current databases tested and certified by Alero Technology.

Note: Other databases may be supported in the future.

Note: A JDBC driver for MS SQL Server (NetDirect JSQLConnect Type 4, version 2.253) is automatically installed by the Alero installation program. When installing Alero with Oracle, Sybase SQL, IBM DB2, or IBM Informix, you should use the JDBC driver provided by the respective database (vendor).
Alero does not require an Application Server but can run in the context of one if desired. Alero provides its own internal transaction server.
Most of Alero’s client and administrator applications are Web-based, and are accessed through a Web server. The product is web stack independent and should work with any product or combination of products that are compliant with Servlets specs 1.1. The following products have been tested or used by Alero Technology or one or more of its customers:

  • Microsoft IIS: 5-8 or higher
  • IBM WebSphere*: 4-8 or higher
  • Oracle WebLogic*: 7-12 or higher
  • JBoss JBoss*: 4-7 or higher
  • Apache Tomcat*: 3.2-8 or higher
* Current web stack applications tested and certified by Alero Technology.

Note: Microsoft IIS does not directly support Java Server Pages (JSPs) or servlets. If you would like to use IIS to run the Alero applications, you must use Apache Tomcat or another servlet container application together with IIS.
Following is a list of browsers supported by the Alero products:

  • Microsoft Internet Explorer: 5-11 or higher
  • Mozilla Firefox: 1-32 or higher
  • Google Chrome: 1-35 or higher
  • Apple Safari: 1-7 or higher

Note: Other browsers may also work.
Alero provides programming interfaces (toolkits) for:

  • - Web Services set for Windows or Java development
  • - .NET Managed Code API set for C#, VB for .NET, etc. development
  • - Windows 32-bit API library set for C, C++, VB, ActiveX development
  • - Java API/JB/EJB set for Java development
  • - UNIX-C API library set for C development
In addition to providing application programming interfaces, the Alero SDK also includes a Java-based "Server SDK", which allows you to extend the Alero framework to meet your own market requirements.
Alero is compliant with industry standards. As such, at the database level, it conforms to JDBC-compliant relational DBMS and standard SQL; at the server level, the SOA architecture conforms to JSR170, WfMC, BPMN, LDAP, XML/JAXP, XPDL, JavaMail, JCE, PKI/X.509, and Unicode; and, at the web level, it conforms to AJAX, Servlets/JSP, JSF, WebDAV, DASL, WSDL, SOAP, and .NET.
Support for complex transaction and failover environments, including clustering, farming, and server virtualization (Active/Standby or Active/Active environments).
Native support for High Availability and continuity. Native failover support for storages, databases, and servers (server virtualization - Grid Compute).
Compliant with any backup/disaster/recovery strategy. Product and information can be backed up, recovered with with any industry standard solution for backup/recovery. Provides native support for online backup and disaster.

Alero Technology has taken all types of precautions to prevent non-trained individuals and/or organizations from having problems when installing and operating the Alero software or working with any of its applications, thereby, increasing the chances of a successful experience working with the product. However, there is a chance you may still experience problems due to specific hardware or software environment conditions or user lack of experience working with Alero.

The following are some files and tools you can utilize to locate additional information.

  • - Alero Log File. Alero also provides its own server log file, called “server.log”. All Alero messages are logged in this file. If you are experiencing problems, use this log file to find more information about an issue and all related messages. The default path for this log file is:

    On Windows: “C:\Program Files\AleroTech\Alero\servers\Alero Primary\log”.

    On UNIX: "/opt/AleroTech/Alero/servers/alero_primary/log”.

  • - Operating System Log Files. If your Alero system is running on Windows, Alero is compliant with the Windows Event Viewer. If you are experiencing problems, use the Event Viewer to see any messages related to the Alero Software. If you are running in a different operating system, refer to the logs provided by your operating system.

  • - Installation Log Files. There are three log files that can be used to verify the installation of the Alero software. The first log file is created by the installer, if you installed or upgraded the Alero software using an Alero installer. This log file is called “install.log”. This file stores a set of variables and its values, including the status of the installation (copying the files or basically the first phase of the installation). Every time that the installer runs, a set of these variables is appended to this file. The default path for this log file is:

    On Windows: “C:\Program Files\AleroTech\Alero”.

    On UNIX: “/opt/AleroTech/Alero”.

    The second log file is created by the Alero Configuration Utility, if you initialized or updated the Alero database, regardless of how the utility was started (by the installer or by you). This log file is called “<date_time>.log”, where <date_time> is a timestamp when the file was created. This file contains the results of running the database scripts. The default path for this log file is:

    On Windows: “C:\Program Files\AleroTech\Alero\ConfigUtil”.

    On UNIX: “/opt/AleroTech/Alero/ConfigUtil”.

    The third and final log file is created by the installer, if you installed or upgraded the Alero software using an Alero installer. This log file is called “Alero_<software_version>_Install_<date>_<time>.log”, where “<software_version>” is the version of the software just installed, <date> is the date when the log was created, and <time> is the time when the log was created. This file stores detail information of everything performed by the installer during an installation or upgrade. This file is created by InstallAnywhere automatically. The default path for this log file is:

    On Windows: “C:\Program Files\AleroTech\Alero\Uninstall_Alerov<software_version>\Log”.

    On UNIX: “/opt/AleroTech/Alero/Uninstall_Alerov<software_version>/Log”.

  • - Other tools and logs: If you think the issue is related to your operating system, network, database, web server, etc., make sure you take advantage of the tools and logs provided with these resources. They can be very beneficial when troubleshooting an issue. The Alero system may misbehave or show errors due to other systems’ issues.

If your new environment is a Windows 64-bit environment and you are using JRE6 or higher, it is more than likely that when you try to run any of the Alero Process applications in the Alero Administration Application, the applet associated with these applications will not display. This is due to some changes in the browsers and in the Java security.

As part of security on Windows, Java applets that have not been previously registered are not allowed to communicate with other applications via HTTP. This is to prevent malignant applets from stealing, tampering, or collecting information. The Alero Process Designer, Simulator, Monitor, Trace, and Viewer applications were implemented as applets and have never been registered. Although they run in the context of the Alero Administration and Web Client Applications and can run in the context of other custom applications, they need to communicate with the Alero server independently. To be able to perform these communications, you must allow them to do so (grant permissions). Security will depend on the Java version you are using. Follow these instructions to fix the problem:

  • a. Configure Java. Go to Start/Control Panel/Java. The Java Control Panel is displayed. The configuration and functionality of this control panel depends on the JRE you have installed.

    • i. Under the Java tab, click View. A Java Runtime Settings dialog box is displayed. Make sure that the entry in this dialog box is enabled (the Enable checkbox is checked.)

    • ii. Under the Security tab, if it displays a scrollbar for security, set the security to medium (bottom of the scrollbar). If it displays radio buttons with High and Very High, set the security to High. If it does not display anything, then do not do anything.

    • iii. Under the Security tab, under the Exception Site List section, make sure you enter the site (URL) where Alero is running. For instance, if Alero is local, enter http://localhost:8080. If Alero is running remotely, then enter http://ip_address:port. Make sure you enter the correct port depending on your configuration and web server. If there is no Exception Site List area, then do not do anything.

    • iv. Click OK to save and exit the Java Control Panel.

  • b. Modify the Java Security. Using the Windows Explorer or a file explorer, go to C:\Program Files or Program Files (x86)\java\your JRE installed version\lib\security, depending on whether your Java Runtime Environment (JRE) is 32 or 64-bit.

    • i. Using an editor, modify the java.policy file. Add the following two lines under the grant section:

      • grant {
      • Permissions …
      • permission java.lang.RuntimePermission "*";
      • permission java.util.PropertyPermission "file.encoding", "read";
      • };

    • ii. Save the changes and close the editor.

  • c. Start or restart a 64-bit Internet Explorer (IE). Go to Start/All Programs and select Internet Explorer (x64) from the top of the list in the All Programs popup. Make this browser your default browser in the desktop and use it to bring up the Alero Admin application. If a 64-bit browser is already running, then restart the browser.

  • d. If you are using IE v11 in a 64-bit environment or if you applets still do not display, then continue with the following instructions:

    • i. Make sure you have both JRE 32 and 64-bit installed. Install a 32-bit JRE. Unfortunately, IE11 does not display applets, if you do not have a 32-bit JRE. This is a problem with this version of the IE. Example: If you chose the JRE 7u45, make sure you install both the 64 version and the x86 version. The 64-bit version is installed under the “Program Files” directory while the 32-bit version is installed under the “Program Files (x86)” directory.

    • ii. Make sure you configure Java. For more information, refer to item a above.

    • iii. Make sure you modify the Java security for both JRE’s (32 and 64 versions). For more information, refer to item b above.

    • iv. Make sure that Apache Tomcat is using the correct JRE. Go to “Program Files or Program Files (x86)/Apache Foundation Group/Tomcat_version/bin”. Start “tomcat#w.exe”, where # is usually equal to the version of tomcat you have installed. Example: for tomcat 7, the file is “tomcat7w.exe”. In the “Java” tab, make sure that you are using the path to the 64-bit JRE version. Example: “C:\Program Files\Java\jre7\bin\server\jvm.dll”.

    • v. Make sure that the Environment Variables are set correct. Go to Start/Control Panel/System/Advances System Settings/Environment Variables. In the “System Variables” area, make sure that JAVA_HOME and PATH are set to the correct path. They should point to the 64-bit JRE path. Example:

      JAVA_HOME= C:\Program Files\Java\jre7
      PATH= ;C:\Program Files\AleroTech\Alero\msg;C:\Program Files\AleroTech\ Alero\bin;C:\Program Files\Java\jre7\bin\client;C:\Program Files\Java\jre7\ jre\bin\client;C:\Program Files\AleroTech\Alero\ConfigUtil;C:\Program Files\ Java\jre7\bin\server;C:\Program Files\Java\jre7\jre\bin\server;%SystemRoot%\ system32;

      C:\Program Files\Java\jre7\bin

      Note: Notice that the Alero installer puts several paths before “%SystemRoot”. Some of those paths are related to Java. If you are in a 64-bit machine, running a 64-bit operating system and a 64-bit Alero software, then it is recommended that you use a 64-bit JRE, as displayed in this example.

    • vi. Start or restart your 64-bit Internet Explorer (IE). For more information, refer to item c above.

  • e. Your Alero Process applications should display now. Follow the messages displayed by the browser, if any.
If your new environment is a Windows 32-bit environment and you are using JRE4 or higher, it is more than likely that when you try to run any of the Alero Process applications in the Alero Administration Application, the applet associated with these applications will not display. This is due to Java security.

As part of security on Windows, Java applets that have not been previously registered are not allowed to communicate with other applications via HTTP. This is to prevent malignant applets from stealing, tampering, or collecting information. The Alero Process Designer, Simulator, Monitor, Trace, and Viewer applications were implemented as applets and have never been registered. Although they run in the context of the Alero Administration and Web Client Applications and can run in the context of other custom applications, they need to communicate with the Alero server independently. To be able to perform these communications, you must allow them to do so (grant permissions). Security will depend on the Java version you are using.

For Java version 7u50 (version 7 update 50) or lower:

Resolution:

Security for applets in Java Runtime Environments version 7 update 50 and lower are managed in a text file called ".java.policy".

The path* to this file is:

"C:\Documents and Settings\user_directory\.java.policy" or "C:\Users\user_directory\.java.policy"

* Depends on the version of the operating system.

Where "user_directory" is the directory of the user you used to log on to the network on Windows. If you logged on as "Administrator", the user directory is "Administrator". If you have a ".java.policy" file and need to grant more permissions so the any of these applications can load, just add the following statement to your file.

grant codeBase "http://<web server>:<port>/alero/*" {
permission java.security.AllPermission;
};
grant {
permission java.security.AllPermission;
};

Where "web server" is name or IP address of the server where your web server is running, and "port" is the listening port used by the web server, if different than port 80.

Note: If you do not have a copy of this file, contact Alero Technology or your nearest Alero representative.

For Java version 7u51 (version 7 update 51) or higher:

Java has further enhanced security to make the user system less vulnerable to external exploits. Starting with Java 7 Update 51, Java does not allow users to run applications that are not signed (unsigned), self-signed (not signed by trusted authority) or that are missing permission attributes.

Resolution:

The resolution depends on the web server utilized. For each web server may be different. This documentation only includes a resolution for Apache Tomcat.

For Apache Tomcat:

Change the "java.policy" file under your JRE. Go to “…/Java/JRE_version/lib/ security” directory and add the following lines to the "java.policy" file:

permission java.util.PropertyPermission "user.home", "read";
permission java.security.AllPermission;
permission java.io.FilePermission "<<ALL FILES>>", "read";
permission java.io.FilePermission "<<ALL FILES>>", "write";
permission java.util.PropertyPermission "*", "read, write";
permission java.util.PropertyPermission "user.dir", "read";
permission java.lang.RuntimePermission "*";

Once you do that, you must restart your JRE or reboot. When you are running any of the process applications for the first time in a browser, a dialog will display with a security warning dialog box. Check the “I accept the risk…” checkbox and click the Run button. The process application selected should display fine now. With this new Java security, you do not need the ".java.policy" file anymore under the directory of the user logged on.