Frequently Asked Questions

If You Don’t Find the Answer You’re Looking For – Please Contact Our Sales For Support

Installation

Can I have free installation from Support?
Can I have free installation from Support?

YES – IF YOU’RE TRYING OUT THE LATEST VERSION OF FUSIONREACTOR AND YOU’RE INSTALLING ON ONE OF OUR SUPPORTED PLATFORMS.

If you need assistance with an older version of FusionReactor or anything other than installation support you require a valid subscription or maintenance contract. Fusion Support cover things such as basic usage questions and troubleshooting unexpected behavior for documented features.

Premium Support is included with Ultimate and Enterprise Editions of FusionReactor.

Premium Support is limited to the current and previous 2 versions of FusionReactor i.e. we currently support FR8, FR7 and FR6

Click here to read the Fusion Premium Support Policies.

General Information

What is FusionReactor?
How can I evaluate FusionReactor?
How can I evaluate FusionReactor Cloud?
Who should use FusionReactor?
What are the different editions of FusionReactor?
What’s the difference between FusionReactor On-Premise and FusionReactor Cloud?
Does FusionReactor run on J2EE application servers?
How can I find more help on FusionReactor?
What levels of support services do you offer for FusionReactor?
How can I upgrade to the latest version of FusionReactor?
What’s the difference between FusionReactor and FusionAnalytics?
Is it possible to monitor a remote server?
What is FusionReactor?

FusionReactor is an application, database and server Application Performance Monitor – built for monitoring production environments running Java Applications that can run on any J2EE platform that meets the J2EE 1.6 specification or higher e.g. Wildfly, Tomcat, JBoss, Jetty, GlassFish and WebSphere/WebLogic – FusionReactor is recommended for monitoring Adobe ColdFusion and Lucee.

FusionReactor is a Java Agent.

FusionReactor is a HYBRID monitor – it consists of an “On-Premise” and “Cloud” solution. All customers have access to the On-Premise version, the Cloud interface is optional.

FusionReactor has a web-based interface, refer to our system requirements for more information on supported environments.

How can I evaluate FusionReactor?

We offer a 14-day free trial of FusionReactor Ultimate Edition. After 14 days, the Trial simply disables itself, without the need to uninstall it. Evaluators can turn the Trial into any full version by entering a valid license key into the FusionReactor About Page without reinstalling the software.

How can I evaluate FusionReactor Cloud?

We offer a 14-day free trial of FusionReactor Cloud. After 14 days, the Trial simply disables itself, without the need to uninstall it. You need to install the same agent as FusionReactor On-Premise and setup a Cloud Account

Who should use FusionReactor?

FusionReactor is designed to empower developerssupport engineerssystem administrators and DevOps. Depending on your technical role, you will benefit from using FusionReactor in different ways, such as using the low-level tooling or the Crash Protection – to proactively monitor your server and maintain uptime or Root Cause Analysis – identify server issues and performance problems.   As a leading Application Performance Monitor (APM), FusionReactor will improve the stability, quality, and performance of your web applications.   FusionReactor provides real benefits throughout the development, testing, and production lifecycle, and will prove to have a rapid return on investment. By avoiding just one bug, hang, or system crash, and you almost definitely have your investment back!

What are the different editions of FusionReactor?

FusionReactor On-Premise comes in THREE product editions – Compare Editions as well as a Developer Edition (which is based on FR Ultimate).

FusionReactor Standard is suited for single server environments and gives you all the basic monitoring functionality as well as our unique Crash Protection capability.

FusionReactor Enterprise is more suited to multi-server environments. It gives you all the benefits of the Standard edition, plus the Enterprise Dashboard. The Enterprise edition is suited to environments where you would like to see the ‘health’ of all of your servers from a single window and when you require more advanced Protection features, such as Enterprise Scripting.

FusionReactor Ultimate comes with all the features of Enterprise plus our Production Debugger which provides amazing insight to enable you to identify issues as fast as possible in production environments
Note when you install the Free TRIAL version, you have full access to the Ultimate Edition features. The TRIAL version is for evaluation purposes and runs for 14 days. After this time it will disable itself until you enter a valid license key.

FusionReactor Cloud comes in TWO product editions – Ultimate Cloud and Enterprise Cloud. Note a FusionReactor Cloud license also entitles you to FusionReactor On-Premise.

What’s the difference between FusionReactor On-Premise and FusionReactor Cloud?

FusionReactor is a HYBRID monitoring solution – which means it has an on-premise and a cloud (SaaS) component. FusionReactor On-Premise has a web based interface which runs locally. The On-Premise version is ALWAYS available when you purchase FusionReactor.

FusionReactor Cloud is available as a service and if you purchase a Cloud license, this license covers the on-premise version of FusionReactor too. FR Cloud also displays the same metrics as you can see on FR On-Premise, but it also includes some additional features, such as additional alerting, traces and access to historical information (up to 90 days in the case of FR Ultimate Cloud).

FR Cloud is available as the Enterprise and Ultimate Editions.

Does FusionReactor run on J2EE application servers?

YES. FusionReactor is a Java application that can run on any J2EE platform that meets the J2EE 1.6 specification or higher e.g. Tomcat, JBoss, Jetty, GlassFish, JRUN. View a complete list of supported platforms and operating systems on our  system requirements page.

How can I find more help on FusionReactor?

We offer a wide range of resources and documentation on the FusionReactor product. Please refer to our support area which contains our Knowledge Base and online documentation.

What levels of support services do you offer for FusionReactor?

We offer Fusion Premium Support which is a paid support option and can be purchased on an incident by incident basis.

How can I upgrade to the latest version of FusionReactor?

If you are using a manual installation and you want to update your FusionReactor, see this documentation.

If you are using an automatic installation and you want to update your FusionReactor, see this documentation.

What’s the difference between FusionReactor and FusionAnalytics?

FusionReactor is an Application Performance Monitor, it captures metrics (instrumentation) as the server is running and it is able to store many requests online for an immediate diagnostic view about the health of your server, but it is not able to provide information about longer-term data (more than approx. 1 week) – this keeps FusionReactor compact and ensures that overhead is kept to an absolute minimum. FusionAnalytics is a visual tool for analyzing the data which has been provided by FusionReactor.

FusionAnalytics loads the extensive log file data captured by FusionReactor into the FusionAnalytics DB. It then provides numerous graphs, charts, tables and reports, to visualize the data.

FusionAnalytics Official Support ending in December 2020

FusionAnalytics is built using various Adobe technologies – the main one is Adobe Flash. Adobe announced they will end-of-life Flash at the end of 2020 and in light of this, we have decided to halt further development of FusionAnalytics.   FusionReactor Cloud is our official replacement for FusionAnalytics.

Is it possible to monitor a remote server?

Yes it is possible to monitor a remote server as long as FusionReactor is already installed on that server.

Licensing

How is FusionReactor On-Premise Licensed?
How is FusionReactor Cloud Licensed?
Is FusionReactor priced per CPU?
Can I monitor a Standard Edition of FusionReactor using the Enterprise Dashboard?
What are the differences between FusionReactor Ultimate, Enterprise and Standard Editions?
What are the advantages of purchasing FusionReactor Enterprise?
Can I buy a FusionReactor Ultimate, FusionReactor Enterprise and FusionReactor Standard together?
Does the edition of Adobe ColdFusion I have, effect which FusionReactor edition I should purchase?
Which editions of FusionReactor can I use with the FusionReactor Mobile or AIR Enterprise Dashboard?
Do I have to use FusionReactor Mobile or AIR Enterprise Dashboard to monitor my server?
What is the process of migrating a license key to another server?
How is FusionReactor On-Premise Licensed?

Each physical or virtual server requires one FusionReactor license – all of the instances which are installed on that server are covered by the one FusionReactor license. So, if you have (say) 6 physical boxes, then you need 6 licenses. Note, that on a single box you may have multiple instances (JRun, Tomcat, JBoss, ColdFusion) installed on it, but you still only need 1 license for that (virtual or physical) server. Virtual Machines (VM’s) are also classed as separate physical servers and therefore require a license.

If you would like to use the FusionReactor Enterprise Dashboard functionality to be able to monitor all the servers from a single window, then you will need to take the FusionReactor Enterprise Edition on all the servers you wish to monitor. Therefore if you would like to monitor 3 servers with the FusionReactor Enterprise Dashboard you will need 3 x FusionReactor Enterprise licenses.

How is FusionReactor Cloud Licensed?

With the advent of FusionReactor Cloud, we’ve changed how we license to accommodate a more flexible model of being able to support static and dynamic server monitoring. What this means is that you will be able to reserve a host (server) for a period of time (month – which is equal to 750 hours). You can think of this as a bucket – which can contain up to 750 hours. If you just have one server using the bucket, then it will fill over time – so that each month, the bucket is filled. If you introduce a second server, which comes online for say 24 hours within the month – then this time will also go into the bucket. When the bucket is full, then (in this case) at the end of the month you would require 24 hours extra time, which would be calculated dynamically and which you would be charged for. The dynamic rate is slightly higher than the regular planned rate.

This will make the model interesting for customers who have (say) 2 static servers and 3 dynamic servers that are coming online frequently, but not permanently – in this case, you could reserve (say) 3 servers and have the 3rd server cover the time for the 3 dynamic servers at the lower rate.

Is FusionReactor priced per CPU?

No. All FusionReactor licenses cover the whole server, irrespective of how many CPU’s the server contains.

Can I monitor a Standard Edition of FusionReactor using the Enterprise Dashboard?

It is NOT possible to monitor a FusionReactor Standard edition instance using the FusionReactor Enterprise Dashboard or the Enterprise AIR Dashboard or FusionReactor Mobile. Only FusionReactor Enterprise or Ultimate editions can be monitored from the Enterprise Dashboard.

What are the differences between FusionReactor Ultimate, Enterprise and Standard Editions?

There are a number of features that are exclusive to FusionReactor Ultimate and Enterprise Editions. Refer to our comparison page for more details.

What are the advantages of purchasing FusionReactor Enterprise?

FusionReactor Enterprise edition offers you additional monitoring functionality and is the perfect choice if you would like to see the status of all of your monitored servers from a single Dashboard window. Features exclusive to the Enterprise Edition are:

  • Enterprise Dashboard
  • FusionReactor Mobile
  • AIR Enterprise Dashboard
  • Enterprise Scripting

Enterprise Scripting: trigger a script when a server becomes unresponsive, and when it becomes responsive again. This mechanism can allow you to pro-actively attempt to restart a failed server or instance, integrate FusionReactor into an existing monitoring environment or provide custom logging or reporting.

Can I buy a FusionReactor Ultimate, FusionReactor Enterprise and FusionReactor Standard together?

Yes. Say you have 3 servers and only need the Enterprise Dashboard functionality on one of them, then it’s no problem to purchase one Enterprise and two Standard editions. It is also possible to purchase one FusionReactor Ultimate, one FusionReactor Enterprise and one FusionReactor Standard or purchase any combination and quantity of any version that you need. Please note that you can ONLY monitor Enterprise Editions with the Enterprise Dashboard.

Does the edition of Adobe ColdFusion I have, effect which FusionReactor edition I should purchase?

No. You can purchase either the Ultimate, Enterprise or Standard Edition, regardless of which version of ColdFusion you currently wish to monitor.

Which editions of FusionReactor can I use with the FusionReactor Mobile or AIR Enterprise Dashboard?

These extensions only work together with Ultimate and Enterprise Editions of FusionReactor. If you have the Standard Edition and would like to upgrade

Do I have to use FusionReactor Mobile or AIR Enterprise Dashboard to monitor my server?

No, this is an add-on tool which is platform independent and allows easy integration with your desktop client, so that you can receive server issue alerts on your desktop. The functionality which is available with the Enterprise Edition of FusionReactor is not affected.

What is the process of migrating a license key to another server?

FusionReactor provides you with a quick and easy way of deactivating a license key from a server, allowing you to activate the same license key on a different server. You can see the documentation for this here.

Upgrade pricing

Am I eligible to upgrade to latest version of FusionReactor?
Am I eligible to upgrade to latest version of FusionReactor?
I am eligible for upgrade – do I need a new license key?
I have FusionReactor installed & I want to try out the features in FusionReactor Ultimate – how can I do that?
Is it possible to have a mix of license Editions?
Am I eligible to upgrade to latest version of FusionReactor?

You are eligible to upgrade to FusionReactor if you have:

  • FusionReactor Perpetual license, which was in maintenance on or after 20th February 2019
  • A valid FusionReactor Subscription license
Am I eligible to upgrade to latest version of FusionReactor?

You are eligible to upgrade to FusionReactor if you have:

  • FusionReactor Perpetual license, which was in maintenance on or after 20th February 2019
  • A valid FusionReactor Subscription license
I am eligible for upgrade – do I need a new license key?

NO – as long as you are eligible, you can continue to use your existing license key – that will work fine

I have FusionReactor installed & I want to try out the features in FusionReactor Ultimate – how can I do that?

Simply download a new FusionReactor trial license key – by downloading FR from our Download screen. OR contact sales for a trial license.

As soon as you ACTIVATE your trial license key in FusionReactor – FR Ultimate features will be instantly available to you.

FusionReactor will show you how much time you have left to evaluate in the upper menu bar. You need to re-activate your actual license key before the trial expires, otherwise FusionReactor will automatically stop monitoring as soon as the trial expires.

trial license message

Is it possible to have a mix of license Editions?

YES you could have a mix of FusionReactor Enterprise AND FusionReactor Ultimate Editions – please note – that for server instances to be visible in the Enterprise Dashboard – you will need FR Enterprise OR FR Ultimate licenses installed.

Can I buy with a purchase order?
Can I buy with a purchase order?

Yes. Please get in touch with our Sales team (Sales@Fusion-Reactor.com) and request a quote. Once you have reviewed the quote and accept the terms and conditions, you can send us a purchase order. We will send you a NET 30 invoice (NET 15 for Adobe ColdFusion orders).

Monthly subscriptions can be purchased only online.

Purchasing

I already own a version of FusionReactor, what are my upgrade options?
I already own a version of FusionReactor, what are my upgrade options?

It is possible to upgrade from up to 2 versions back from the current version of FusionReactor – please refer to our upgrade page for details.

How do I view my payment and subscription information?
How do I view my payment and subscription information?

If you have purchased online with a Credit card it will have been through our Emerchant provider ShareIT.
Log into your ShareIT account here: https://ccc.shareit.com/ccc/my_account.html. From here you can edit your payment and subscription information.
If you have any questions with regards to your purchase via ShareIT please see here: http://ccc.shareit.com/ccc/index.html.

How do I get more information regarding my manual purchase?
How do I get more information regarding my manual purchase?

If you have purchased by a PO, received an invoice OR paid by Bank Transfer then you will have done a Manual purchase.
Please contact us here at sales@fusion-reactor.com for any questions you may have about a manual purchase, or if you would like to pay via Bank Transfer, Cheque or Paypal.

Payment

What are the payment methods?
What are the payment methods?

Payment methods are a wire transfer, check, credit card, and PayPal

Can I buy with a purchase order?
Can I buy with a purchase order?

Yes. Please get in touch with our Sales team (Sales@Fusion-Reactor.com) and request a quote. Once you have reviewed the quote and accept the terms and conditions, you can send us a purchase order. We will send you a NET 30 invoice (NET 15 for Adobe ColdFusion orders).

Monthly subscriptions can be purchased only online.

MyCommerce

What is MyCommerce?
What is MyCommerce?

MyCommerce (a Digital River company) is a third-party company that we use for credit card payment processing and subscription management. When you place an order, a MyCommerce account under which you are able to manage your address and payment information and cancel subscriptions will be automatically created.

You can view your order information, download invoices and find MyCommerce support team’s contact details here:  https://www.mycommerce.com/shopper-support/ 

We are not associated with MyCommerce other than using them as a payment provider.

Does my subscription auto renew?
Are FusionReactor Portal and MyCommerce the same thing?
What is my user ID?
Where can I find my order number?
I forgot my login information, how can I access my account?
How can I change my address information?
How can I change my credit card information?
How can I change my account password?
My credit card on file has expired, what should I do?
How can I request a refund?
My credit card on file has expired, what should I do?
Where can I get the latest invoice copy?
The person who placed the order has left the company, what should I do?
How do I add another subscription to my account?
My organization is tax-exempt. What should I do?
Does my subscription auto renew?

Yes, all the subscriptions placed via MyCommerce are renewing automatically after each subscription period and charging the card on file.

Are FusionReactor Portal and MyCommerce the same thing?

No, they are not. FusionReactor Portal manages your FusionReactor licenses and activations. You can see your license keys, expiry dates and which servers are active under the license(s). No payment information is contained there nor can you place orders via Portal. MyCommerce is the e-commerce portal, which maintains all the payment information and credit card data.

What is my user ID?

If you only create a single order, the default is that your user ID is the same as your email address which was used to place the first order. If you make subsequent orders and do not use your original user account, a new account will be created and User ID will be equal to your email address with a suffix “-1”. If you continue to generate new accounts using the same email address, the suffix will be “-2” and so forth.

For example, if an order is placed with email address example@example.com, the user ID for the second order is example@example.com-1

Where can I find my order number?

Your order number will be included in your most recent order confirmation email and contains 9 digits. The order number is unique for each renewal order of a subscription. You are also able to see all of your previous order numbers listed when you have logged in to your MyCommerce account.

Please note that this account is linked to a User ID and this ID will change if you don’t re-log into your original account when placing another order.

I forgot my login information, how can I access my account?
  1. Go to the login page: https://account.mycommerce.com/
  2. Click “Request Login/Password”
  3. Type your email address which you used to place the order and you will be sent the login information via email. If you have multiple accounts registered for that email, MyCommerce will give you the option to either receive details of the last order or all of the orders relating to accounts associated with that email address.
How can I change my address information?
  1. Go to the login page: https://account.mycommerce.com/
  2. Log in with either your user ID or order number and password. If you don’t have a password or can’t remember it, please reset it.
  3. After logging in, click your name on the top-right corner of the page.
  4. You will see both the delivery and billing address. Click “Edit” to modify them and “Save Data” when you’re done.
How can I change my credit card information?
  1. Go to the login page: https://account.mycommerce.com/
  2. Log in with either your user ID or order number and password, if you don’t have a password or can’t remember it, please reset it.
  3. After logging in, click your name on the top-right corner of the page.
  4. Click “Edit” under the title “Change payment data for future orders”.
  5. Modify the information and click “Save Data”.
How can I change my account password?
  1. Go to the login page: https://account.mycommerce.com/
  2. Log in with either your user ID or order number and password. If you don’t have a password or can’t remember it, please reset it.
  3. After logging in, click your name on the top-right corner of the page.
  4. Click “Change Password” under the title “Account information”.
  5. Modify the information and click “Save Data”.
My credit card on file has expired, what should I do?

When your credit card has expired and MyCommerce can’t charge the renewal payment, MyCommerce sends an email informing you about this. In order for the subscription to renew, please refer to the above to change the credit card information on your account.

How can I request a refund?

If you think you have adequate grounds for a refund, please contact our Sales team at sales@fusion-reactor.com.

My credit card on file has expired, what should I do?

When your credit card has expired and MyCommerce can’t charge the renewal payment, MyCommerce sends an email informing you about this. In order for the subscription to renew, please refer to the above to change the credit card information on your account.

Where can I get the latest invoice copy?
  1. Go to the login page: https://account.mycommerce.com/
  2. Log in with either your user ID or order number and password. If you don’t have a password or can’t remember it, please reset it.
  3. After logging in, you see a list of orders. Please find the order for which you want the invoice and click on the order number hyperlink.
  4. Click “Invoice/Order confirmation” and you can download a PDF copy of the invoice.
The person who placed the order has left the company, what should I do?

MyCommerce accounts are personal and should be used only by the person who originally set it up. Please get in touch with our Sales team at sales@fusion-reactor.com. The subscription needs to be canceled from automatically renewing with the outdated information. We will provide you a link to renew with the updated data.

How do I add another subscription to my account?
  1. Go to our pricing page: https://www.fusion-reactor.com/pricing/ and select the correct product and quantity – then click on the Buy button
  2. On the “Your Cart Contents” page, click “Log In to Your Account” instead of filling any information to the fields below that link.
  3. Log in with your user ID and password. If you have forgotten your password or don’t have one, please reset it.
  4. When you have put in your login information, all the address fields are populated as per your account information. For security reasons, you need to input the credit card information manually.
  5. After you have placed an order, you will see a green box on the top of the page with the order number. The order confirmation is sent to your email address with the order number.
My organization is tax-exempt. What should I do?
  1. For customers from the US, MyCommerce charges sales tax by default (unless your state has no sales tax at all or exempts tax for electronic products). In case of a tax exemption, place the order as per usual and contact us afterward with your order number. We, FusionReactor Sales team, will contact MyCommerce’s support team with your tax-exemption certificate and request a tax refund.For customers from the EU, please insert your VAT ID when placing the order and your order will be exempted from tax.For customers outside of the US and EU, you will be charged a Sales tax by default.
  2. When you have put in your login information, all the address fields are populated as per your account information. For security reasons, you need to input the credit card information manually.
  3. After you have placed an order, you will see a green box on the top of the page with the order number. The order confirmation is sent to your email address with the order number.
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