FAQ

Here is a list of the most frequently asked questions. If you can't find what you're looking for, please visit the dedicated section of our popular Subversion forums - or feel free to contact us directly.

What is the process for ordering WANdisco products?

Visit www.wandisco.com/store/smartsvn-professional and enter your coupon code if applicable.

You will be taken through steps to fill out your contact data and license data, then given the option to request a quote or complete your payment via credit/debit card.

Requesting a quote will allow you to pay for your order via credit card or bank wire transfer.

How can I request a quote?

Proceed through the purchase process as if you were going to complete a transaction. At the end, you will be given the option to pay or request a quote. You will receive your quote via email with links to complete your payment.

How can I submit a purchase order (PO number) to WANdisco?

We understand that your organization may require a Purchase Order to complete your transaction. We don't support a formal PO process, but hope our solution meets your business needs. SmartSVN purchasing terms are Net 0, so your software purchase must be paid in full prior to its delivery. Your license keys and product downloads will be sent after credit card or wire transfer payment is received.

Proceed through the purchase process as if you were purchasing the product. At the end, you will have the opportunity to request a quote. Your quote will function as both quote and invoice. You will be able to enter your PO Number to be referenced on the document. The quote/invoice will provide instructions for completing your purchase via credit card or wire transfer.

Can I request a quote or invoice in a currency other than US Dollars?

Unfortunately, we are only able to provide quotes and invoices in US Dollars.

How do I update my existing license?

Visit www.wandisco.com/store/purchase-update on the second tab of the Buy page. Upload your existing license key. After you upload your key, the system will identify if you qualify for a discount on your update. Proceed to your license update download and/or purchase.

You will be able to add or remove the number of licenses you want to update.

For more information read our detailed FAQ here.

What payment methods are accepted?

We accept payments from all major credit cards and bank wire transfer. To complete your transaction by wire transfer, go through the purchase process as usual, select "request a quote" at the payment page, wire transfer information will be sent with your quote.

Are there any applicable taxes?

WANdisco, Inc. does not include VAT in your purchase as we are a US-based company. The customer assumes full responsibility for paying any VAT due for this transaction in their location.

For U.S. customers, WANdisco, Inc. charges no local sales tax. It is expected that the customer will self assess use tax under the tax regime in effect in their location.

How is the software distributed?

You are responsible for the distribution of license keys and software downloads within your organization. Anyone can download the product from www.smartsvn.com. Your license keys are permanently stored for easy access in your WANdisco account. You can login to your account from the upper navigation on any page of www.smartsvn.com.

How are licenses counted in SmartSVN licenses?

SmartSVN is licensed on a per-user basis without constraints on the number of machines you install the software on.

For example:
There are 50 developers in my office, some of my team has both a desktop and a laptop; I also want to run the program on my server. So, how many licenses do I need? Answer: 50.

Can I use my single license on multiple machines?

Yes, SmartSVN is licensed on a per-user basis. This means each registered user can use SmartSVN on as many machines as they like.

Can I upgrade for free?

If you have a licensed version of SmartSVN, you can upgrade to all bug fix releases of that SmartSVN version for free. You are also entitled to upgrade to new major versions which have been released (and any related bug-fix releases) up to one year from the time of purchase.

I have used SmartSVN with my working copies and now my older SVN clients do not work anymore

SmartSVN upgrades working copies automatically, as all other SVN clients do. Upgrading is necessary to support all the latest features of Subversion.

Can't connect to my svnserve server

Ensure that a personal firewall is not blocking the connection.

Some nVidia motherboards have a built-in hardware firewall that is active by default. You need to install the latest drivers and the management tools from nVidia to be able to deactivate the hardware firewall.

Can't ignore files

Files can only be ignored if they are unversioned (see table column "Local State" in SmartSVN's main file table).

Supported protocols

SmartSVN supports the http://, https://, svn:// and svn+ssh:// protocols.

The file:// protocol is not supported because it would be technically very difficult to implement, and the svn:// protocol is an alternative that can be set up very easily.

Can't connect to SSL servers which are using 4096 Bit encryption

Due to the import control restrictions of some countries you have to install Java Cryptography Extension (JCE) Unlimited Strength Jurisdiction Policy Files for the JRE used by SmartSVN.

Refreshing of the project is slow

The time used for refreshing depends on the visible file table columns. Try to disable the "expensive" columns listed for View|Table Columns.

On Linux, SmartSVN does not start

This problem is related to GNU Java (GCJ) and can be solved by installing the latest Java Runtime Environment from Oracle.

Mac OS X: SmartSVN crashed when typing characters

You might have a keyboard which uses a 32-bit driver, whereas SmartSVN runs with 64 bit. Please uninstall the 32-bit keyboard driver and try a 64-bit driver instead, e.g. the default Apple driver.

Windows: SmartSVN crashes when changing the Windows Theme

This is a known problem of the Java Runtime Environment (see also bug 6588271) on Windows XP and newer. It does no harm to your working copy. Simply exit SmartSVN (Project|Exit or right click the tray icon and choose Exit) and restart it. Alternatively, you can configure SmartSVN to use the platform-independent look and feel.

Cannot launch SmartSVN on 64-bit Windows

SmartSVN uses a 32-bit launcher and file-watcher DLL. Starting a 64-bit Java Runtime Environment from a 32-bit launcher or loading the 32-bit DLL from a 64-bit JRE will not work.

Download the application bundle with (32-bit) JRE and it should resolve the problem.

Can everyone upgrade to SmartSVN 8?

If you use Subversion 1.6 or our xMerge add-on you will need to stay on the 6.6 variants of SmartSVN due to compatibility issues with newer variants.

We plan to add xMerge functionality into a future release, but have no date for this at the moment.

Can I compare files when offline?

No. When performing a Compare in the Transactions view, an Internet connection is always required. However an internet connection is not required when comparing local changes in the File table.

How do I get a quote?

Please take a look at our Quoting Process.

Do I need to install Java to use SmartSVN?

SmartSVN 8 requires a Java Runtime Environment (JRE) 1.6 or higher to run. We recommend using the latest JRE to access all features.

Windows users: The installer contains the required JRE for Microsoft Windows 2000/XP/2003/Vista/7.

OS X users: version 10.5 or newer, the necessary JRE is present on your system.

For users of other platforms you can download the required JRE from Java's website.

How do I receive my license keys?

Once you have purchased SmartSVN you will receive an email from the WANdisco team containing your invoice and a license file.

Why do you ask for my phone number?

In order to offer the best product support we can, it's helpful to have numerous ways of contacting you. Often, the simplest way to solve your problem is through a quick telephone call rather than several emails. When registering on a support site, the information you give will only ever be used by the support team.

xMerge compatibility

The xMerge add-on is only supported up to, and including version 6.6 of SmartSVN.

Other problems?

Check the Problems section in the Technical Articles area.

Who are WANdisco?

We're a software company, based in San Ramon and Sheffield. We've been heavily involved in the Subversion project for the last few years (we've funded open source developers and sponsored the Apache Software Foundation) whilst building our own Subversion-based products for businesses of all sizes. You can find out more about us here.

Will this affect my current SmartSVN license agreement?

No, existing users of SmartSVN will carry on exactly as they are.

Will support change as a result of this?

Not initially, but in the future we're likely to offer tiered support from our own expert support team.

Where should I raise issues in the future?

The best place to raise any general issues is on our dedicated forum.

Where can I find help documentation?

We've got an extensive range of user documentation here. We'll be looking to improve on this still further, so if you've got a suggestion please let us know.

I want to suggest a new feature, where should I do this?

We have created a forum section for feature suggestions here.

We're really keen to make SmartSVN the leading Subversion client, so tell us any little snags you've experienced or cool features you've seen elsewhere and we'll do our best!

Will the products and pricing change?

Yes, but not in the way you might expect. We're reducing prices and including one year of support by default to the updated products.

For 60+ users we recommend SmartSVN Enterprise, a company-wide license giving you included support and updates (independent of version number).

Can I still use the SmartSVN mailing list?

Yes, for the foreseeable future, although it's likely that we'll move to a forum based solution at some point in the future, so we'd recommend you register and start using the forum instead.