Frequently Asked Questions

  1. Why did you change the website?
    We consolidated the websites of the three companies acquired by Rogue Wave during 2009 and 2010 – Visual Numerics, TotalView Technologies, and Acumem – to make the user experience of all customers and site visitors consistent across all products, which are now sold under the Rogue Wave brand. We are planning to incorporate more automation and capabilities into our new site over time – and your new accounts will enable access to those features as they become available. We value your business and recognize the potential concerns you may have during this transition; please don't hesitate to contact us with any questions or if you need assistance. We appreciate your patience while we make this transition and apologize for any inconvenience.

  2. What happened to the old TotalView Technologies/VNI/Acumen websites?
    They have been deactivated and redirected to the Rogue Wave site. Product information and documentation previously on those sites is now available on the Rogue Wave site. After re-registering on the new site, www.roguewave.com, you can submit Support requests and evaluation and product download requests for the Visual Numerics, TotalView and Acumem product lines.

  3. Why won’t my login ID and / or password work?
    With the consolidation of the Rogue Wave, TotalView Technologies, Visual Numerics, and Acumem websites into one, all previous user accounts and passwords (for “My Account” and “Customer Portal”) were deactivated. You need to create a new user account by registering at http://www.roguewave.com/register.aspx. That enables you to submit support requests and evaluation and product download requests.

  4. I have registered on the new site. How do I transfer my existing Rogue Wave and TotalView licenses and entitlement codes to that new account?
    License requests, machine transfer requests, entitlement code updates and changes are now being personally processed through email requests to our License Administrators. The emails, based on your product(s), are found at:
    http://www.roguewave.com/support/contact-support.aspx#license.

  5. Where are my downloads?
    Direct access to product downloads and product updates is no longer available online in real time. You can request product downloads and updates using the form at: http://www.roguewave.com/support/contact-support/request-an-update.aspx.

  6. How long will it take to get my download?
    Requests will typically be responded to on the same day as the request, with an email containing a link to an ftp download location.

  7. Where are my Support incidents?
    Information on past Support incidents that you had access to within your portal is not currently accessible through our web site. Technical Support does have access to all previously reported incidents and Tickets and can assist you with details pertaining to your incidents. Please contact our Technical Support team through your preferred method (phone, email, web submission options): http://www.roguewave.com/support/contact-support.aspx.

  8. How do I file a support request now?
    Fill out the form at http://www.roguewave.com/support/contact-support/file-a-support-request.aspx. Be sure to include your product and license information and provide a complete description of the problem.