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Radiant Logic - Product Support Policy

Radiant Logic

Product Support Policy

Contents

POLICY

Radiant Logic’s Product Support Policy includes two levels, Full Support and End of Life (EOL) Support.

FULL SUPPORT

EOL SUPPORT

Quarterly patches
Access to technical support experts
Access to our online support portal and knowledge base
Access to the latest RadiantOne version (for do it yourself (DIY) upgrading*)

Access to technical support experts
Access to our online support portal and knowledge base
Access to the latest RadiantOne version (for DIY upgrading*)
No updates are provided for EOL versions; customers are highly encouraged to operate on the most recent version to benefit from feature enhancements, bug fixes and vulnerability remediation.
Root cause analysis reports will not be available for EOL versions.

*Upgrade complexity can vary widely, and Radiant Logic strongly recommends purchasing an upgrade package to have our professional services team review your configuration and guide you through the process.

Radiant Logic technical support resources can be reached at:

E-mail: support@radiantlogic.com
website: https://support.radiantlogic.com
Global Support Phone Numbers:

+353 1 584 3716 Dublin, Ireland

+61 7 2140 7466 Brisbane, Queensland, Australia

+00 1 877-727-6442 NOAM

Customers eligible for Health Checks and Pre-Upgrade Analysis must be operating on the most recent patch release version prior to initiating their request.

DEFINITIONS

FULL SUPPORT:

Customers with a valid maintenance or subscription contract running a current, actively patched version of RadiantOne are on Full Support. Radiant Logic releases quarterly patches for versions that fall under Full Support. The Version Availability below table outlines the EOL dates.

Please see the Patch Release information below for details on patches and upgrades.

END OF LIFE SUPPORT:

Radiant Logic does not release patches for versions that have reached EOL. If a customer is operating on a RadiantOne version that has reached EOL, the customer will have access to the latest product version (for DIY upgrading), technical support experts, and our online portal and knowledge base.

Important Note - If a customer is running a RadiantOne version that has reached EOL without 1) having a current support package subscription and/or 2) having a current maintenance contract, then the customer will not have access to any Radiant Logic support resources or latest version of the product.

Self-Managed Cloud Deployments

Radiant Logic provides:

Base images for Radiant Logic products to Customers
Documentation and basic examples for Helm Deployments using Radiant Logic Helm Charts Helm | Radiant Logic Documentation

Tool	Description
Kubernetes	Also known as k8s, Kubernetes is an open-source system for automating deployment, scaling, and management of containerized software. You can use Kubernetes to orchestrate the configuration and deployment of RadiantOne. Radiant Logic provides packages for deployments on cloud platforms such as Amazon Web Services (AWS) using Amazon Elastic Kubernetes Service (EKS) and Microsoft Azure Kubernetes Service (AKS). See Helm on how to deploy RadiantOne on a Kubernetes cluster.
Helm	Helm is the recommended and supported way to deploy Radiant Logic software in a Kubernetes environment.
Docker	Radiant Logic provides preconfigured images of RadiantOne in Docker containers. Docker only deployment is supported only for development and sandbox purposes. Docker or Docker compose deployments are not supported in production environments.

Every effort is made by Radiant Logic’s DevOps team to provide supporting documents and examples for our products. However, Radiant Logic cannot support custom scripts or template technology.

PATCH RELEASES

Radiant Logic delivers all software through our online support site.

Patches are released quarterly for all RadiantOne versions active under Full Support. The patch release dates are typically scheduled for one week after OpenJDK releases the latest Java update to ensure the latest security patches are fully supported. Under certain circumstances, Radiant Logic can release a patch sooner than the next scheduled release. This is to ensure our customers get fixes to critical problems as soon as possible.

Patch release versions are categorized by the third digit of the full version number. Examples of patch releases for v7.2 are: v7.2.3, v7.2.10, v.7.2.34. Examples of patch releases for v7.1 are v7.1.4, v7.1.8…etc.

Patching a version of RadiantOne is classified as an update and can be applied by running an update installer. Moving to a new version of RadiantOne is classified as an upgrade. Examples of an upgrade are going from v7.1 to v7.2 or from v7.2 to v7.3. The upgrade process is not applied with an update installer and may require a professional services engagement to assess the current usage/configuration of RadiantOne and determine an appropriate upgrade strategy and time requirement. Customers should contact their Radiant Logic Account Representative regarding upgrades. Please note there is no planned EOL date for the 7.4 and 8.x series as of August 2026.

VERSION AVAILABILITY

Product (major versions)	Full Support Ends
RadiantOne v6 – v6.1	March 2015
RadiantOne v6.2	December 2015
RadiantOne v7.0 – v7.1	February 2017
RadiantOne v7.2	January 2022
RadiantOne v7.3	December 2023
RadiantOne v7.4	No EOL Date As Of 8/1/2026
RadiantOne v8.x	No EOL Date As Of 8/1/2026

Welcome

The Radiant Logic Support Portal brings together all of our customers needs, including: search for answers in our robust Knowledge Base, review release notes, submit a new request, review your ticket activity, and engage with our Customer Community.

New to Radiant Logic Customer Support?

If you're reading this without having logged into the portal, you'll notice you're able to access some of our support content, but you'll need an account to see product specific content and to create tickets. To get a support account created, reach out to support@radiantlogic.com.

Help Center

Open up support tickets with Radiant Logic's expert support engineers. View currently open support tickets and track progress.

Knowledge base

Explore the official product usage and deployment documentation. Find release notes, configuration tools, and documentation on known issues.

Engage with the Radiant Logic Community

Click here to join discussions with other Radiant One users to share best practices, tips and tricks, and provide feedback and ideas to Radiant Logic's product team.
Product: Radiant FID, Radiant IDDM

Version: 7.3, 7.4, 8.0

Azure AD Mgraph api times out (does not retry) while fetching entries with memberOf during cache initialization.

The cache initialization errors out with the following error message:

2021-05-28T17:47:49,775 ERROR com.rli.tasks.KillableTask:88 - [ERROR]

javax.naming.PartialResultException: [LDAP: error code 9 - Internal error: java.lang.RuntimeException: javax.naming.NamingException: com.rli.scripts.customobjects.mgraph.MicrosoftGraphAPIException: com.rli.scripts.customobjects.mgraph.MicrosoftGraphAPIException: LINK: memberOf]

at com.sun.jndi.ldap.LdapCtx.processReturnCode(LdapCtx.java:3137) ~[?:1.8.0_282]

at com.sun.jndi.ldap.LdapCtx.processReturnCode(LdapCtx.java:2998) ~[?:1.8.0_282]

at com.sun.jndi.ldap.AbstractLdapNamingEnumeration.getNextBatch(AbstractLdapNamingEnumeration.java:148) ~[?:1.8.0_282]

at com.sun.jndi.ldap.AbstractLdapNamingEnumeration.hasMoreImpl(AbstractLdapNamingEnumeration.java:217) ~[?:1.8.0_282]

at com.sun.jndi.ldap.AbstractLdapNamingEnumeration.hasMore(AbstractLdapNamingEnumeration.java:189) ~[?:1.8.0_282]

at com.rli.tools.ldap.browser.e.b(src:1176) ~[rli-shared-1.0-SNAPSHOT.jar:?]

at com.rli.tools.ldap.browser.e.b(src:1128) ~[rli-shared-1.0-SNAPSHOT.jar:?]

at com.rli.tools.ldap.browser.i.a(src:173) ~[rli-shared-1.0-SNAPSHOT.jar:?]

at com.rli.tools.ldap.browser.i.a(src:112) ~[rli-shared-1.0-SNAPSHOT.jar:?]

at com.rli.tools.ldap.browser.i.a(src:106) ~[rli-shared-1.0-SNAPSHOT.jar:?]

at com.rli.tools.ldap.browser.i.b(src:100) ~[rli-shared-1.0-SNAPSHOT.jar:?]

at com.rli.tasks.ExportLDIFTask.process(src:204) ~[rli-shared-1.0-SNAPSHOT.jar:?]

at com.rli.tasks.CacheInitTask.prepareImage(src:84) ~[rli-shared-1.0-SNAPSHOT.jar:?]

at com.rli.tasks.AbstractCacheInitTask.prepareCacheImage(src:213) ~[rli-shared-1.0-SNAPSHOT.jar:?]

at com.rli.tasks.AbstractCacheInitTask.initPCacheByStep(src:141) ~[rli-shared-1.0-SNAPSHOT.jar:?]

at com.rli.tasks.AbstractCacheInitTask.process(src:96) ~[rli-shared-1.0-SNAPSHOT.jar:?]

at com.rli.tasks.CacheInitTask.process(src:49) ~[rli-shared-1.0-SNAPSHOT.jar:?]

at com.rli.tasks.KillableTask.runTask(src:82) [rli-shared-1.0-SNAPSHOT.jar:?]

at com.rli.tasks.CacheInitTask.main(src:163) [rli-shared-1.0-SNAPSHOT.jar:?]

2021-05-28T17:47:50,687 DEBUG com.rli.scheduler.jobs.ForkTaskJob:56 - Exit value for Cache initialization [vds_server][Category=Users,dc=msgraphKoch] 1

2021-05-28T17:47:50,688 DEBUG com.rli.scheduler.jobs.ForkTaskJob:57 - End of process for task Cache initialization [vds_server][Category=Users,dc=msgraphKoch]

2021-05-28T17:47:50,688 DEBUG com.rli.scheduler.jobs.b:44 - Job: dc_msgraphkoch.Cache initialization [vds_server][Category=Users,dc=msgraphKoch] finished at Fri May 28 17:47:50 UTC 2021

2021-05-28T17:47:50,688 DEBUG com.rli.scheduler.jobs.b:99 - Disabling one time Job: dc_msgraphkoch.Cache initialization [vds_server][Category=Users,dc=msgraphKoch]

2021-05-28T17:47:50,688 DEBUG com.rli.scheduler.jobs.b:102 - Saving Task configuration dc_msgraphkoch.Cache initialization [vds_server][Category=Users,dc=msgraphKoch]
2021-05-28T17:47:50,688 INFO com.rli.scheduler.jobs.b:55 - ___ End Task ___

Purpose: To improve the cache initialization to avoid timeouts and errors If using the Mgraph custom data source and Azure AD contains large volumes of users and/or groups; ~50K+ users

Procedure: Edit the custom data source for Mgraph and add two new properties: max_retries_on_error and retry_interval_on_error.

These properties dictate the behavior of error recovery when initializing persistent cache on the virtual view of the Azure AD backend.

Max_retries_on_error defines the number of retries when an error is encountered. This must be a positive, numeric value. After the maximum retries is exhausted, the exception is logged and the persistent cache initialization is stopped. If this property is not present, or contains an invalid value, no retry logic is used.

Retry_interval_on_error indicates the amount of time to wait before the next retry. This value is in milliseconds. If this property is not present, or contains an invalid value, a default value of 10000 ms (10 seconds) is used.

Example:

Additional notes and resources:

For v7.4 you can refer to this guide: https://developer.radiantlogic.com/idm/v7.4/namespace-configuration-guide/08-virtual-views-of-cloud-directories-or-services/#configure-radiantone-custom-data-source

For v8.0 you can refer to this guide: https://developer.radiantlogic.com/idm/v8.0/namespace-configuration-guide/08-virtual-views-of-cloud-directories-or-services/#configure-radiantone-custom-data-source