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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.
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 December 2027 -
Welcome
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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
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Knowledge base
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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] 12021-05-28T17:47:50,688 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 20212021-05-28T17:47:50,688 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
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Release Notes are located here: v7.4.9 Release Notes
Important Note - There is an issue with using the web update installer to update from RadiantOne v7.4.8 to v7.4.9 resulting in the following error in web.log:
ERROR com.rli.install.web.filters.ExceptionFilter:36 - Caught unexpected exception.org.apache.jasper.JasperException: An exception occurred processing JSP page [/WEB-INF/jsp/update_confirmation.jsp] at line [61]
Either use the command line option to update from v7.4.8 to v7.4.9. Or, you can run a shell script prior to launching the web-based UI to run the update installer. More details can be found in this article:
Known Issue - Updating from v7.4.8 to v7.4.9 – Support Portal (radiantlogic.com)
Files associated with the release:
RadiantOne v7.4.9 Installers - in Customer Downloads/installers/7.4/7.4.9
RadiantOne v7.4.9 Updaters - in Customer Downloads/update_installers/7.4/7.4.9
Migration Utility - Customer Downloads/MigrationUtilty/Migration Utility v2.1
Note - You will need to create an account to access the files. There is not an FTP site to access these files. If your organization does not allow access to Sharefile, please reach out to the Radiant Logic support team and provide an organizationally approved location where we can upload the relevant files.
Create an account: https://radiantlogicinc246.sharefile.com/i/i1bc2de34c6e42bba
If you already have a Sharefile account, you can login here and access the installers, updaters and Migration Utility: https://radiantlogicinc246.sharefile.com/
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See the attached upgrade guide for steps on upgrading from RadiantOne FID v7.3 to RadiantOne v7.4.
It is a best practice, and reduces risks, to have a new environment for installing v7.4, and then migrating the configuration from v7.3. Keep the v7.3 environment working as a backup until the new v7.4 environment is installed, tested and ready for production. Once the new environment is ready, switch the client load to it.
Note - an automated upgrade from RadiantOne ICS v7.3 to v7.4 is not supported. Contact your Radiant Logic Account Representative to discuss upgrade assistance.
https://www.radiantlogic.com/support/#professionalServices