Welcome on our FAQ page. Here you can find answers to the most common questions regarding our order process and our products.

For more technical questions, SNMP related questions and for further information about our network monitoring software, please have a look at our online support center where we offer manuals for all our products and a constantly growing Knowledge Base. For a feature overview please look at our products pages.

On this page we offer Frequently Asked Questions
for the following topics:

Paessler Transitions to a Continuous Rollout Development Model for PRTG Network Monitor

Paessler continuously releases updates and new versions of PRTG instead of annual major releases. Find the answers for the most common questions related to the continuous rollout model below.

What does continuous rollout mean?

The traditional process for building new, major versions of software applications requires specification, build, testing, and deploying. The next version of an application might not arrive until a full year later, or more. Instead of having a massive release with 500 new features that takes a year to build and test, the team works in two-to-three week spurts, delivering something within that period that improves the application. In other words: continuous rollout means releasing software in shorter cycles.

Why continuous rollout?

Today, the continuous rollout of software with many users in complex, constantly-changing environments is the best way to provide customers with the value they deserve. State-of-the-art services like Google, Facebook, Amazon, Twitter, Wordpress and SalesForce could not survive if they did it the traditional way. Their applications are constantly improving and constantly being redeployed, often on a weekly, or even daily, cycle. Such IT agility focuses on the notion of perpetual small-scale steps, all of which contribute value as they are taken.

The way it works is easy: Users often do not even notice when a new version is installed. Auto Updates for anti-virus/malware software or Windows Updates are other examples of how the concept of continuous rollout can be recognized.

Beginning now for Paessler, new developments of PRTG will be released to the public immediately after testing – which means in a cycle of about one-to-three weeks.

How exactly will the continuous rollout of PRTG work?

With each update of PRTG, Paessler will release new functionalities, improvements, and fixes—many of them as a direct response to user feedback. After testing a new version thoroughly, it will be released to all customers. So the only thing that really changes is the fact that more frequent updates will be available for all clients with an active maintenance contract and can be obtained via PRTG’s built-in auto-update or by logging into the customer service center.

What about version numbers of PRTG?

There is a clear trend in the software industry to become more and more “version agnostic”. With “continuous delivery” and “auto update” becoming the mainstream concept it doesn’t matter anymore which exact version you’re using. You are just using the most up-to-date version. PRTG Network Monitor will still have version numbers. From now on, the version number will indicate the year of the release and the decimal stands for the quarter of the release. So the new version of PRTG which has been released in May 2012 is called PRTG 12.2, followed by the build number xxxx (e.g. PRTG 12.2.xxxx). After July first 2012 our builds will carry the version number 12.3, and so on. This gives you a rough idea how old a PRTG version is, but you will soon no longer think about version numbers anyway.

How does the “Auto-Update” work?

Every PRTG installation regularly connects to our servers to check if there is a new version of PRTG available. For Trial and Freeware users, as well as commercial users with an active maintenance contract, PRTG will download a new version automatically and notify the administrator once it has done so. Using the auto-update function built into PRTG, the administrator can then install a new version with just three clicks.

Why are there three release channels?

To reach our goal to provide new features and fixes faster AND with better quality, we actually provide three “channels” of our software, so every user can choose either maximum stability or earlier access to features:

  • The “Stable” channel offers the most conservative, best tested version of PRTG. We update this channel with new features about once or twice per month and whenever an important bug fix makes it necessary (just like we did in the past with PRTG 8 and 9).
  • The “Preview” channel is updated about once per week with the latest new features and fixes which have already been tested successfully in our labs. It will allow the user to access new features earlier and it will allow us to test new features “in the wild” earlier.
  • The “Canary” channel provides “nightly builds” and may be updated as often as several times per day. This code comes directly from our development floor and the software should only be used in test scenarios. It should NEVER be used on live systems.

Depending on this setting in the PRTG installation, the user will be automatically notified upon a release of a new version in the chosen channel. PRTG can even install the new version automatically as it becomes available (if chosen so).

What are the advantages of continuous rollout for you as a PRTG customer?

There are several areas you profit from our continuous rollout model:

  • You will benefit much sooner from the best, most up-to-date version of PRTG – including all new features – as it will be released as soon as it is available and has been tested thoroughly. No innovations, bug fixes or improvements will be held back until the next major release.
  • You can get a hold of updates faster due to changes in the IT environment, for example, if hardware vendors change their specifications or introduce new standards.
  • You will experience first-hand how much we value your feedback, as we will implement your feature requests in short time frames, as appropriate.
  • There will be three publishing channels for the software that you can choose from: the “stable” the “preview” and the “canary” channel. So every user can choose either maximum stability or earlier access to features. With these three different channels we give you the chance to contribute valuable feedback on the new features, just as known from Beta versions.
  • Bugs can be fixed much faster, and fixes can be released in very short cycles.

How will you know what version is the latest one if you are ready to purchase?

You can be absolutely sure that we only offer the very latest version of PRTG in our shop or via our partners. So you better not worry at all about this topic. Besides, we will always publish the release notes on the Paessler website (http://www.paessler.com/prtg/prtghistory), listing all versions and the new features.

How will you be informed about new features?

Detailed information on even the smallest changes can as usually be found here: http://www.paessler.com/prtg/prtghistory.

How will Paessler’s pricing be influenced by the continuous rollout?

Pricing will not be influenced by the continuous rollout concept.

What does continuous rollout mean for the ordering?

You will not have to worry about ordering the correct version of PRTG; you always get the latest version of the software when ordering it from the Paessler online shop or from the Partner of your choice.

How does the continuous rollout affect maintenance?

Maintenance gets even more important with the implementation of the continuous rollout concept because only customers with a valid maintenance contract will get all the continuous updates of PRTG. If you have an active maintenance contract right now, you already benefit from any new version we release, and you will have access to new versions even more frequently in the future.

How can I order Paessler products by credit card?

We recommend ordering online and paying with your credit card because this is the fastest option! To do so please visit the Paessler Software Store, choose a product and click the "Add To Cart" button. Fill out the upcoming form, choose payment method "credit card" and follow the instructions. Your card will be charged immediately and you will then receive an invoice and your license key by email in a few minutes.

How can I order if I can not or do not want to pay with a credit card?

If you wish to order online and pay by bank transfer or check, please visit the Software Store homepage, choose a product and click the "Add To Cart" button. Fill out the upcoming form, choose the desired payment method, and follow the instructions. You will receive an invoice by email. Please pay this invoice to the Paessler bank account or send a check over the amount as stated on the invoice.

Important: We will send you your license key as soon as the payment is received, so it can take several days to receive the license key due to the time it takes to transfer the money to our account.

How can I order by purchase order?

We accept purchase orders from corporate customers and government agencies only. We recommend to add the requested products to the shopping cart of our webshop and then follow the instructions. Choose purchase order as payment method and print out the order form. Then send or fax your purchase order to:

Paessler AG
Bucher Str. 79a
90419 Nuremberg
Germany

Fax
Germany: +49 911 93 775-409
USA: +1 914 462 3255

Important: Please supply the following information with your purchase order, so we can process your order quickly:

  • Official order by fax or letter with the letterhead of the company/ organization.
  • Authorized signature.
  • Email address for electronic delivery.
  • Product name and product ID
  • Correct unit price and also the correct total price.
  • Coupon code (e.g. for an upgrade).
  • The company name the software shall be licensed to.

How can I order by fax?

Please visit the Software Store homepage, choose a product, and click the "Add To Cart" button. Fill in your contact data on the following page and choose "Purchase Order" as payment option and follow the instructions.

Please note, that we can only accept fax orders from corporates or government agencies, but not from private persons.

How can I order from a reseller in my country?

To make your purchase of our products as seamless as possible, Paessler partners with software companies from all over the world. This partner network makes it easy for you to find out more about Paessler products and to purchase your license locally. Please find your nearest partner in our Worldwide Partner Network.

How can I upgrade from an older version to the current version of a product?

In our Support Center we explain how we handle upgrades and updates.

You can also visit the Paessler Update Center and login with your e-mail address you used during the purchase to receive all promotional offers and upgrades, which apply to you.

If I buy one edition (e.g. PRTG Network Monitor 500) now, can I later upgrade to a higher edition (e.g. PRTG Network Monitor 1000)?

Yes, you can always upgrade to higher edition licenses within one product family at the price difference of the two licenses (at time of the new purchase). To receive a coupon code for your discounted upgrade order, please login to our Update Center or write to sales@paessler.com stating the license you are using now, which license you want to upgrade to, and, if available, the order number of your original purchase.

Can I combine different licenses if I need more sensors?

No, it is not possible to combine different licenses on one server, i.e. buying a PRTG 500 and a PRTG 100 license does not mean that you can use 600 sensors in one installation. PRTG will only accept one license key. If you need more sensors, you can upgrade to a license with more sensors by paying the list price difference.

Is there a money back guarantee?

We are so confident that you'll be delighted with our software that we make ordering our software totally risk-free, with our 30-day Risk Free Unconditional Money-Back Guarantee! That's right - if you should not be satisfied with our software for any reason whatsoever, just let us know within 30 days of purchase and we will refund your order in full.

Are Maintenance, Support, and Updates included in the list prices?

When purchasing a license you receive 12 months of Software Maintenance.

During the time of this Software Maintenance...

  • ...you can log in to download the latest version for free at any time (this includes all bugfixes and all new versions of the product that you have purchased).
  • ...you are entitled to receive priority email support via our support-ticket system.
  • ...you can log in to re-request your license key for free at any time.

The Software Maintenance can be renewed after one year. The price will be 25% of the current list price of the original license, in effect when the renewal is ordered. For your convenience, we will give you advance notification by e-mail before your maintenance plan expires.

Please note that after expiration, you will no longer be able to download the software or new versions from our website. When you extend your Software Maintenance plan we sum up the total maintenance packages and calculate the duration from the time of the initial purchase of the license on.
In the case of support issues, priority is always given to customers with maintenance contracts.

How do I receive the software?

We deliver electronically (ESD). That means that you will receive an e-mail with your license key(s) and the download URL(s).

What is the difference between the Corporate Licenses and the Unlimited License of PRTG?

The Corporate Licenses allow multiple installations of the PRTG core server.

  • The Corporate Country allows unlimited core server installations in different sites of one corporation, as long as these sites are in the same country. 
  • The Corporate 5 Core Global allows up to 5 Core Server installations in different sites of one corporation world wide.

The "normal" Unlimited License only allows one core server installation on one computer.

Both licenses support an unlimited number of remote probes and sensors per installation.

Do you have a question that is not answered here?

If you have questions not answered here, please write to sales@paessler.com. We would be happy to help.

What is the difference between the PRTG Network Monitor licenses?

Licenses of PRTG differ by two parameters:
the maximum number of sensors and the number of core server installations.

PRTG Network Monitor License

Sensors

Number of Core Server Installations

PRTG Network Monitor Freeware

10

1 (plus 1 for failover node in cluster)

PRTG Network Monitor 30-Days-Trial

unlimited

1 (plus 1 for failover node in cluster)

PRTG Network Monitor 100

100

1 (plus 1 for failover node in cluster)

PRTG Network Monitor 500

500

1 (plus 1 for failover node in cluster)

PRTG Network Monitor 1000

1000

1 (plus 1 for failover node in cluster)

PRTG Network Monitor 2500

2500

1 (plus 1 for failover node in cluster)

PRTG Network Monitor 5000

5000

1 (plus 1 for failover node in cluster)

PRTG Network Monitor Unlimited

unlimited

1 (plus 1 for failover node in cluster)

PRTG Network Monitor Corporate Country

unlimited

multiple within one corporation in one country

PRTG Network Monitor Corporate 5 Core Global

unlimited

up to 5 within one corporation world wide

What counts as a sensor?

The licensing options are based on the number of sensors (not on the number of devices or IPs). We define one (1) sensor as any particular, individual monitoring entity. One sensor monitors one network service, one URL, one network connection, one port of a switch, one NetFlow export stream, one CPU load, one disk drive, etc. Please have a look at the list of supported sensor types. Monitoring one item from this list counts as one sensor.

Why doesn’t PRTG use an SQL server for data storage?

SQL servers are good for many things, but for storing a lot of small pieces of data in short intervals they are not a suitable solution. That is why we developed our own database format which is systematically optimized for saving monitoring data.

You benefit from:

  • Performance
    In tests our database was up to 100 times faster than an SQL server. Using this huge advance in performance we are able to analyze and show historic data in real time.
  • Network Load
    PRTG’s database server is integrated into the core server. No data transfer through the network to another installation is needed.
  • Configuration and Maintenance
    Our integrated database does not need any extra configuration or maintenance. Updates are deployed automatically with the usual PRTG updates.
  • Licensing
    The database is included in all PRTG licenses. No SQL license is required.

And should you need your data for other applications or statistics, you can export monitoring data from PRTG to external databases any time via the integrated API.

What can I monitor with an xFlow (NetFlow, IPFIX, sFlow, jFlow) sensor in PRTG Network Monitor?

At Paessler, we use xFlow as an generic term for all Flow technologies. PRTG xFlow sensors support NetFlow 5, NetFlow 9, IPFIX, sFlow, and jFlow.

See these links for more information about the use of custom sensors with PRTG Network Monitor:

PRTG Manual: Filter Rules for xFlow, IPFIX and Packet Sniffer Sensors
PRTG Manual: Channel Definitions for xFlow, IPFIX and Packet Sniffer Sensors

 

How many sensors can I monitor using PRTG Network Monitor?

PRTG has rather low hardware requirements compared to similar other products. A standard office PC or server (built 2007 or later) can easily monitor 1.000 sensors and much more (some restrictions apply).

Please see "Planning large installations of PRTG Network Monitor" in the knowledgebase.

Does PRTG support reporting?

PRTG is able to create (and/or store) daily/weekly/monthly/annually reports for selected sensors. You can configure the reports to be sent to you via email in PDFs, or have them stored on the hard-drive. Additionally you can run a report interactively in the web browser (in HTML format). You also can have the reports generated on a schedule, e.g. every Monday. There are various templates available which include different sets of data tables and graphs. Please see the "In-Depth Reporting" section in the feature list.

Does PRTG support notifications and alarms?

PRTG offers several means of notifications. The most often used means are sending emails or SMS, starting an executable file, sending SYSLog-messages, playing sounds or adding entries to the Windows Event log, among others. Furthermore you can configure notifications on schedule, so that you (or your staff) won't alerted up in the middle of the night for failures of less important servers. You can define numerous conditions for notifications, not only if a sensor is down, also of course if the traffic on a certain interface hits a limit over a certain time, and much more.

Please see the "Flexible Alerting" section in the feature list.

Does PRTG support multiple user accounts and user rights?

There are various account types in PRTG, e.g. "Read-Only" users and "Read/Write"-Users. Furthermore, you can configure the access rights for every group/device/sensor to control which users are allowed to see or edit it. These settings are automatically inherited in the device-tree, so that it is not necessary to edit the access rights of every sensor individually.

How does PRTG store its data?

PRTG stores all monitoring data in its own built-in database. Other data—regarding configuration, temporary files, etc.—are stored on several other locations on your computer. For more information, please see our knowledge base article How PRTG Network Monitor Stores its Data.

How can I monitor which user, PC, server in my network creates how much traffic and what type of traffic?

There is no simple answer to this question. The approach depends completely on the setup and topology of your network as well as the software and hardware used. Please have a look at the following article: PRTG Manual: Bandwidth Monitoring Comparison

Can I monitor multiple locations with one license of PRTG Network Monitor?

Yes, you can. PRTG Network Monitor consists of two parts: the core server and the remote probes. The probes monitor the network and send the data to the core server. The core server analyzes the data and publishes it. All PRTG license allows you to set multiple probes without extra cost (See above for the number of probes per license: "What is the difference between the PRTG network Monitor licenses?").

More about multiple and remote probes.

Can I keep my monitoring configuration while upgrading from Freeware or Trial to one of the Commercial Editions?

Yes, you can keep all configured sensors, notifications, dependencies and everything else. If you want to upgrade from the Freeware or Trial Edition to the Commercial Edition after a purchase, simply download the commercial installer from the Paessler Website and install it on top of your existing installation. If you are not asked for your license key during the setup, please use the "PRTG Server Administrator" afterwards, to enter your registered Name and License key in the tab "License".

Which license will be applicable when upgrading my IPCheck 5 / PRTG Traffic Grapher license?

Upgrade for PRTG Traffic Grapher
The smallest license of PRTG 6 - the PRTG Pro 25 - will no longer be offered for PRTG Network Monitor. In exchange the freeware license was expanded to 10 sensors. PRTG Traffic Grapher Pro 25 licenses will be upgraded to the Pro 100 license for free.

Upgrade from IPCheck Server Monitor

As an user of IPCheck Server Monitor with active maintenance contract you can upgrade your installation to PRTG Network Monitor for free. As of the final release of PRTG Network Monitor you can download the new software at your personal service center. Here, you can also renew the maintenance for your IPCheck license. Since the licensing model of PRTG Network Monitor differs from the licensing model of IPCheck Server Monitor, we implemented an upgrade path. Many customers will benefit from the upgrade not only by having more features but also by having more sensors. For details see the table below:

IPCheck Server Monitor PRTG Network Monitor
IPCheck Standard (1 user / 25 sensors) PRTG Network Monitor 100
IPCheck Professional (1 user / 200 sensors) PRTG Network Monitor 500
IPCheck Small Enterprise (2 user / 400 sensors) PRTG Network Monitor 500
IPCheck Medium Enterprise (5 user / 1.000 sensors) PRTG Network Monitor 1.000
IPCheck Enterprise (10 user / unlimited sensors) PRTG Network Monitor Unlimited
IPCheck ISP (100 user / unlimited sensors) PRTG Network Monitor Unlimited

PRTG Network Monitor has no user limitations, as such you can set up as many users as you need.

 

Edition Comparison


Professional Edition Enterprise Edition Enterprise Edition 5 User License Enterprise Edition Site License
Maximum number of simulated simultaneous users 100 10,000 10,000 10,000
Minimum Click Delay (Think Time) 5 sec 0 sec 0 sec 0 sec
SSL/HTTPS Support No Yes Yes Yes
Max. number of software installations allowed 1 1 5 Several within a defined area; see license for details

What are the benefits of using this tool?

The simplicity of Webserver Stress Tool means any webmaster, programmer, or administrator of a web site can test a webserver/web application under heavy load in real-time. This provides unparalleled ability to quickly adjust webserver configurations for optimal performance (i.e. when a new feature or content is launched).

How long does it take to learn the usage?

Any webmaster or network administrator can use this web testing tool with little guidance. If you want to see how simple it is to assess your webserver using Webserver Stress Tool please have a look at the manual.

How long does it take to install and be running?

After running the standard installer it takes a few minutes to configure and start a test. Several customers reported to us that they found a long searched bug in their software within 15 minutes after ordering and installing Webserver Stress Tool.

What documentation is provided?

Paessler provides a detailed, printable PDF help manual that is both included in the software and downloadable from this website. Webserver Stress Tool also features the same support content integrated into a helpfile.

Can I meet with users who are achieving real benefits using this tool?

On our case study page you can find several case studies for Webserver Stress Tool.

What influence do tool users have on future development of the tool?

We always try to implement suggestions and feature requests from our end users. It is this invaluable input that will continue to make Webserver Stress Test a leading, cost-effective tool for businesses to maximize webserver technologies. Paessler also provides other custom programming upon request.

What does this tool do?

Webserver Stress Tool simulates lots of users by sending http-requests to a webserver. It works with almost any server based technology like asp, jsp, cfm, or java. Many different load patterns can be generated with this web testing tool.

How long does it take to install and be running?

After running the standard installer it takes a few minutes to configure and start a test. Several customers reported to us that they found a long searched bug in their software within 15 minutes after ordering and installing Webserver Stress Tool.

What does this tool not do?

This web testing tool does not simulate the client based processes (e.g. javascripts or java applets running inside the webbrowser). It simulates the HTTP requests (for webpages, HTML, images, frames, etc.) sent by a computer a user uses to access a website.

Nevertheless websites using JavaScript/Java can usually be tested. Since most client side scripts create nothing else but HTTP requests, it is still possible to test such web sites. You can record the URLs using the included URL recorder for the test or you can write your own script with the URLs to test.

What volume and throughput can the tool cope with?

Webserver Stress Tool can simulate anything between 1 and 10,000 users. The maximum number of simultaneous users that can be simulated successfully depends on the power of the client machine Webserver Stress Tool runs on, as well as the Windows version used on that machine. E.g. we have tested up to 10,000 users on a Xeon 2.8 Ghz machine with hyperthreading on Windows XP. For details, please see System Requirements.

What environment is needed to run this tool?

Webserver Stress Tool runs under Windows 2000/XP/2003/Vista/7/2008. The target webservers can be of any operating system. For details, please see System Requirements.

How much disk space and RAM does it use?

5-10 MB of disk space plus space for the log files (can be several MB) and about 100 kb of RAM per simulated user.

Why does Webserver Stress Tool show errors when I run it against my server? When I access the website with my browser I don't see errors.

In most cases when people write us about errors when using Webserver Stress Tool, they have discovered exactly what Webserver Stress Tool is designed to discover: Problems with scripts or webservers that crash or fail when multiple users access it simultaneously. You can be quite sure that you have a server problem if you get errors other than "timeout" and "404." For example, the error code 500 (internal server error) is never generated by Webserver Stress Tool, but by the webserver.

Here are some tips:

  • Run the test with just one user, increase the number of users step by step. If that works with one or a few users without errors it is almost certain that your website has a problem with simultaneous users
  • Enable Write Detailed and User Logs and Write Headers to Log and review the user logfiles for hints about the problem
  • Enable Save All HTML files and review the resulting webpages
  • Review the webserver's or the application's error log file
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