We have compiled a list of the most frequently asked questions.
If your question is not here, use the contact form and we will e-mail you the answer

What is your pricing model?

The products are priced by front-end server. You need a separate license key for each front-end server. Application servers, web servers and/or mail servers do not require a license as long as they do not function as font-end web servers as well.

What is your pricing model for Office 365 apps?

You can purchase licenses per user, per site, per site collection and per web application. Special Developer licenses are available as well for non-production environments

How do you receive payment?

We partner up with Digital River Share-it service, which provides us with shopping cart and payment handling. Direct links to the product pages at Share-it are available from our Purchase pages.

Do you accept POs (purchase orders)?

Yes, we can produce a formal quote and accept POs upon request. Payments can be remitted using wire transfer, credit card or PayPal

Do you offer developer discounts?

Yes, a special discount price for developer use is available. Please note that you must purchase at least one full-priced license for the same product to be eligable. Developer license can be used in all non-production environments, such development, testing or even disaster-recovery back-up systems, as long as these environments are not normally used by the end users.

Do you offer a Partner program for resellers?

Yes! Just click on Partners on the top navigation bar to fill out an application form. You receive a discount reseller price, addtional support channels and even custom licensing models.

Do you offer discounts to NGO's, government agencies or educational organizations?

Yes, contact us to find out what discount you are entitled to.

Do your products work in Office 365?

Many of our product are already available in Office Store, with more coming out soon. Visit Office 365 page on the main menu

Do your products support SharePoint 2010-2016?

Yes, all of our products have been tested with SharePoint 2010-2016 and are marked as SharePoint 2010-2016 Ready. We are committed to supporting both versions in the near future in our current and future products.

Do your products require MOSS/SharePoint Server or WSS/Foundation is enough?

Most of our products will work with the free version (WSS/Foundation), but some require features available with the server. This is mentioned in the requirements and the user guide. If something is not clear, please contact us.

What is a Trial Version?

Trial version is a full-featured product limited to 30 days, starting from installation. Trial installation can be upgraded to full versions by simply entering a valid License Key. You receive your license key[s] upon purchase.

How are the products installed?

Except for apps, all our products are installed using SharePoint Solution files (WSP). This ensures quick and easy installation on all servers by running the setup only once. Also, if you are not satisfied for any reason, a complete uninstall is a breeze.

What is Annual Support?

Purchasing a product grants you a license to use it. To receive assistance on installation, usage or configuration, you need a support plan. Annual support grants you up to 3 service calls for these issues. Please note that bug fixes are not considered support and are free of charge. The annual support also ensures faster response times when submitting reports on suspected bugs. We will provide an initial response within a 4 hour period during business hours, as opposed to up to 2 business days for customers without a support plan. Additionally, purchasing an annual support plan entitles you to the right to download and install both minor (bug-fix) and major (additional features) releases during the entire period of your annual support or its renewal periods. Please note that we do not support issues arising from non-product related software or hardware problems or failures, or incompatibilities with 3rd party components.

Why would my installation fail?

There are several things you need to check: .NET 3.5 Framework installed, you are a farm administrator, you have write access to SharePoint configuration database, the Timer service is running.

How to enable AJAX on my SharePoint 2007?

Please refer to the guide:

I bought one of your products, can I install newer version?

Yes, all you can install revision upgrades with no extra charge. Major and minor upgrades (e.g. from version 1.0.X to 1.1.X or 2.X.X) require Annual Support or a new license key.

I just bought a license, how do I register?

First you need to provide us with your Farm ID, you can find it under Infowise Capability Dashboard in Central Administration. Go to Central Administration and locate Infowise Capability Dashboard under Operations (in 2007) or Home/System Settings (in 2010-2016). You will then receive an email from us with your license number. Find your product in Infowise Capability Dashboard and click on its registration status (should be Trial or Expired). Enter your license keys one by one. Make sure not to mix licenses of different types, such as Developer and Server licenses.

I can't find Infowise Capability Dashboard

Infowise Capability Dashboard is part of InfowiseTrialHelper solution. It is install/upgraded by all our products. First make sure you have at least one Infowise product installed. Then ensure InfowiseTrialHelper is listed in Central Administration under Farm Solutions (Solutions in 2007). A hidden farm feature must be activated for the dashboard to be displayed in menu, make sure it is activated by running the following PowerShell script: Enable-SPFeature -Identity 1697C504-7622-4de3-AAA6-C660EF774814

How to unistall your product?

Just run the installation again and choose Remove. The installer version needs not to be the same as the one originally installed.

How do I upgrade?

Run the installation package of the new version, choose Upgrade to remove the old version and install the new one.

What is Infowise Trial Helper solution?

This module is installed by all of our products and is responsible for product registration, trial version and other housekeeping activities

I receive an error during installation 'Exception has been thrown by the target of an invocation'

The system cache is out of date, refer to the following instructions:

I get 'This solution contains resources scoped for a Web application and must be deployed to one or more Web applications.' error while upgrading

This version adds new web application resources to be deployed and thus cannot be upgraded directly. Uninstall your current version and then do a clean install, your settings are not affected.

I get a 'File Not Found' error when using one of your products, how do I solve that?

Make sure you have .NET Framework 3.5 installed on all of your servers

I receive 'Unknown error' after installing one of the products [rare]

Make sure the localization files are deployed, try running stsadm -o copyappbincontent on all front-end servers.

Is my language supported?

Although the products will work with sites in any languages, in most cases the interface of the products themselves will be in English, but selected products also support French, German and Spanish. You can request support for you own language by contacting us via the contact request form.

Can the product translate itself according to the current site?

Yes. As long as the required language is supported by the product, its user interface will adjust itself to the current site. You can request language support from us for your own language.

Create Support Request

Please fill out the following support request form and you will be contacted shortly by one of our representatives.
1920 Yonge Street, Suite 200
Toronto, ON, M4S 3E2, Canada
Business Hours:
Mon-Fri 9:00AM-5:00PM EST (GMT-5)
except on Canadian national holidays