One of the questions I frequently get at Novell Support is “Why isn’t this ZENworks patch available on the support website, other Novell products release patches much more frequent”.
Many of you know that for ZENworks we use the so called “HotPatches”. The HotPatches aren’t published on the web but these are the builds that the engineers from Novell Support can send to customers. Especially customers that get new hardware and need updated drivers in their imaging environment question why these updates aren’t available as public download. Well I can say that many of the Novell Engineers have the same question, so last month I asked one of our engineering managers why ZENworks is different from other products.
One important reasons why the HotPatches aren’t released to the public is the fact that we have to deal with the US export regulations, ZENworks is using some open source components (like within our imaging solution) and before we can publish these components on the web we need to get an updated export approval. The weird thing is that if a customer contacts Novell Support with a problem that is supposed to be fixed within such a HotPatch, Novell Support can just provide the URL to the FTP site where the patch can be downloaded from without the additional export approval.
So, don’t blame the support guy, blame the US government