Applications on 'not installed or used' in snow but are installed on our estate.

SnowCat asked a question.

February 20, 2019 at 8:00 AM

Good afternoon!

I'm finding increasingly often lately, that there are applications that aren't being picked up snow but we do have them installed for definitely.

In some cases, I can see the program file from where they were picked up before but the installation count has gone back to 0 despite the software being installed across multiple devices.

Does anyone have any idea as to why this would be so?

Have sent an inventory report to snow support but yet to receive a response.

Thank you!

Gemma

thimes13
7 years ago
If I'm not mistaken it sounds like you have two issues: one being the applications not being recognized at all and second being some were recognized at one point but aren't now. For the first issue there is a form (Excel template) to fill out with information about the application and installation details. Open a support ticket and attach the form. We have done this a few times recently with success. The other issue will require support I imagine and yes they are sometimes very slow to respond.
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- SnowCat
  7 years ago
  Thank you Thomas! Yes, perhaps ill be better off just submitting a new SRS form and adding it as a new executable. Perhaps our environment just doesn't follow the same file paths as the ones Snow already have on their database! I will give it a go and see if I have any joy! Thanks, Gemma
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  - thimes13
    7 years ago
    Gemma, Apologies If I stated the obvious as I now see you are very experienced ...I'm pretty new here. Cheers.
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    SnowCat
    7 years ago
    Don't be daft! Any help is appreciated! I didn't think of submitting an SRS form for an already recognised application and that could certainly work. So thank you for your help! And welcome
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    Community Manager (Flexera Software)
    7 years ago
    Welcome to SnowGlobe, Thomas. As Gemma said: no worries! You'll find here people with different levels of expertise on Snow products, but always very kind and helpful, so don't be afraid to comment further Have a good day! Ester Memoli Customer Success Manager EMEA Snow Software srl - Milano - Italia Welcome to Snow! Discover more here: Welcome to Snow – Where to start and things to know
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Applications on 'not installed or used' in snow but are installed on our estate.