Upgrade Resource Center

Need some help with your upgrade? You’ve come to the right place.

Upgrade Resources

NEED HELP WITH A SPECIFIC PRODUCT?Hybrid Cloud Observability (HCO)SolarWinds Platform Network Performance Monitor (NPM)Network Configuration Manager (NCM)NetFlow Traffic Analyzer (NTA)Server & Application Monitor (SAM)Storage Resource Monitor (SRM)Virtualization Manager (VMAN)Web Performance Monitor (WPM)Log Analyzer (LA)

HOW DO I UPGRADE?SolarWinds Academy Upgrade Classes Do You Qualify for a Temporary License Key?Check Your Current Environment With Orion Insights

THWACK RESOURCESGet upgrade help from your peers on THWACK®Upgrades Made Easy Upgrading Orion® Platform Products Using the Offline Installer Upgrade Planning Best Practices

Need Extra Assistance?

Every environment is different. Get help from a team of experts who know our products inside and out.

ASSISTED ONBOARDING

Our implementation experts work with you to understand your goals, assist you in installing and configuring your new product, and help optimize your environment.

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PREMIUM SUPPORT

SolarWinds Premium Support provides customers with fast response times, leveraging a global support organization. SolarWinds partners with you to drive your organization further and help you achieve the technical outcomes most critical to you. There are three levels of Premium Support offerings.

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What our customers are saying about upgrading.

Immensely Helpful

“The overall upgrade experience was very positive. I made use of the new pre-stage option, which significantly reduced the time that Orion was down for the upgrade. One of the things with this upgrade that helped immensely was a much faster (and smoother) path from its reporting upgrade complete and having an accessible, fully functional system.“

Damien Solodow

IS Systems Administrator

Gaylor Electric, Inc.

One Word: Fast

“I can remember doing upgrades in the long-ago times, and those were not only unforgiving, but they took multiple maintenance windows to complete. In under 2 1/2 hours I was able to upgrade to the Orion 2020.2 product releases for five servers monitoring over 16,000 network elements. SolarWinds has made it simpler, easier, and quicker to do upgrades.”

Will Luther

Analyst, Network Operations

GVTC Communications

FAQ: Questions, meet answers.

No—for all active maintenance customers, software upgrades are included with the annual fee. We recommend renewing your product maintenance prior to the expiration date to ensure you’ll continue to have access to product updates, technical support, and much more. If your active maintenance has lapsed, don’t worry—we can help you out. To renew your active maintenance, please contact sales@solarwinds.com for more information.
Customers who would like support directly from SolarWinds have several options:
1. Create a support ticket
2. Purchase an Assisted Onboarding
3. Purchase Premium Support
SolarWinds doesn’t currently offer on-site support. However, we have a large global network of professional services Partners who’d be happy to assist. To find your local professional services Partner, please visit our SolarWinds Reseller Locator.
SolarWinds Release Notes Aggregator is available to all customers. This tool allows customers to choose the SolarWinds Platform products they’ve installed and their current version, and it displays the new features, improvements, and fixes that were made in the products since the selected version. Use the Orion Platform Products Installation and Upgrade Guide—which includes pre-flight prep and gotchas—for information on how to upgrade one or more products.
Virtual SolarWinds Academy classes are available live and on-demand, covering upgrades in detail. These free classes allow customers to direct their questions to SolarWinds product experts with deep upgrade knowledge. Also available in the Customer Success Center is our Resource Toolkit to help you plan for your upgrade.
If you’re using an online environment, you can perform a centralized upgrade with the pre-stage feature to prep your environment by pushing the install bits to all servers with a few clicks. This should simplify the process and drastically limit the downtime necessary to complete the upgrade. Go to Settings > My Orion Deployment > Updates & Evaluations and select the “Pre-Stage Files” option to download and distribute the installer files. This doesn’t initiate the actual installation/upgrade until you choose to do so. Check out this blog post for more details on using pre-stage files.
Upgrading the Orion Platform is the same whether it’s on-premises or running on a cloud provider. For cloud deployment options, please review the following documentation:

Still Need Assistance?

Customer Service

Assistance with accounts, billing, website, or Customer Portal

Submit a Ticket technicalsupport@solarwinds.com

Phone (Americas): +1-866-530-8040, option 1 or
+1-512-682-9300
Phone (EMEA): +353 21 5002900
Phone (APAC): +61 2 8412 4900

Technical Support

Help with installation, configuration, setup, operation or other product-related issues

Submit a Ticket technicalsupport@solarwinds.com

Phone (Americas): +1-866-530-8040, option 3 or
+1-512-682-9300
Phone (EMEA): +353 21 5002900
Phone (APAC): +61 2 8412 4900

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