I just feel like complaining at the moment since this is now the third time I've resolved an issue worthy of contacting support about while I've sat on hold for 30+ minutes, or waited days for an email response. I'm running about 1 for 5 when it comes to support experiences that I'd rate as "positive". My most recent issue was upgrading from NPM 12.0.1 RC1 to 12.0.1.
I'm new to additional polling engines but wanted to explore things before I really got going and started to expand to other sites. I figured since I just migrated the database to a new, fresh server, that I might as well get off a release client revision as well. I downloaded NPM 12.0.1 and installed it without issues on my primary poller. When I went to use that package on the additional poller I received error messages. Called support, only had to wait on hold for about 15 minutes this time. Representative guided me in sort of the right direction pointing out that I can't use that installer for the APE. He said he "wasn't familiar" with the customer portal but I'd be all set if I downloaded the "Orion Additional Polling Engine -6.3.0". 1.7 GB later and that popped up errors because it also wasn't the right package.
Another call was placed to support and after 35 minutes I said screw it and started poking around on my own. I downloaded the deployment package off the polling engines screen just like when I initially deployed the APE--and that did the trick.
My gripe here is that SolarWinds products are great, but the support is seriously lacking. Sitting on hold forever or waiting almost a week for a ticket to even be accepted is definitely not acceptable. The good news is that I'm learning things when I finally get frustrated and solve these issues myself, the bad news is that it costs time and energy that I don't really have to spare which is why I originally reached out to support.
