Software License Delivery Tool

FAQs
... About the Download Service
... About Your Order
... About Downloading Products
... About the Account Profile Features
... About Passwords
 
... About the Download Service

What is the Download Service?

It's an online software delivery, update, and management service that provides you easy access to the latest versions of your software and helps you manage the update process. You'll receive an email notification every time there is a new release or upgrade for any of the products you own. Our electronic software distribution engine then allows you to download your software from your own personal website 24 hours a day, 7 days a week. You also get access to previous versions along with tools for managing your software.

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What is ESDM (Electronic Software Delivery and Management)?

ESDM (Electronic Software Delivery and Management) is a software delivery method that allows for easy and secure download access. ESDM replaces costly physical distribution, gives you immediate web-based access to your software, and simplifies much of the complexity inherent in the business software lifecycle.

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Who is eligible to receive the Download Service?

Your organization is eligible to receive the download service as part of your product and maintenance purchase.

For more information about eligibility, please contact Support.

The original contact on the order is the default Account Administrator for your organization. The administrator can add additional users and these people will also receive email notifications and have access to the website.

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How does it work?

You will receive a personalized email notification when your order is ready for download and within 24 hours of any product release or upgrade to which you are entitled.

The email notification includes a link to your personal online software archive which gives you on-demand access to your software. You then have several download options from which to choose.

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... About Your Order

What is included in the file that I download?

Each downloadable file is described on the Product Information Page. In most cases the file that you download is actually made up of several files "zipped" together and contains everything that you would need from a CD-ROM, including documentation.

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What do I do if a product is missing from my Product Download page?

It is possible that the software is listed under a different name than you expected or that it is bundled with another product. If there has been a new release of your product, the older version may also be found on the Product Information page. If you still cannot find it, contact Support.

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How many times can I download the software?

You can download the software as many times as you need. This allows you to download multiple versions or from multiple locations. The Download Log for each product records each download, for your reference.

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Where can I get older versions of the software?

When you are first given access you receive the most recent version of the software you purchased. During your subscription or maintenance period, you will have access to upgrades to which you are entitled. When there's a new version of your software it will show up on the Product Information page. Older versions are accessed from a separate tab on the Product Information page.

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Why can't I see my recent order on the Order History page?

The order history page is updated several times per day, but it may not have been updated since your order was processed. However, if you received an order notification email, your software is available for downloading either from the URL shown in the order notification, or from the Product List page. Please check back later to see the updated order information on the Order History page.

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... About Downloading Products

How are files transferred?

We download files using HTTPS.

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Can large files be downloaded internationally?

Yes. Downloading internationally is as easy as downloading in the United States. Because we connect directly with multiple global internet service providers (ISP's), we are able to provide one-hop access to major hubs worldwide. Our load balancing technology automatically selects the best provider, maximizing download throughput so customers receive downloads through the fastest route possible.

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Why can't I download some software?

We are prohibited by the U.S. government from delivering software to certain countries and individuals. In addition, certain classes of software cannot be delivered to foreign governments. If you are a U.S. domestic user and you are being prevented from downloading software it may be because you don't have a physical address in your profile. A Post Office box on Your Profile is not acceptable to download domestic software. You can change your profile by clicking on the Your Profile link in the site navigation bar. If you still feel that you should be able to download software but cannot, contact Support.

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Where do I find my licenses for installation?

If your software requires licenses for installation, you can find them by selecting the product from the Product List page. Click on the product link to take you to the Product Download page where you will see a Licenses tab just above the download files.

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Can I use a download client?

Most download clients work with our system. A download client may speed up your downloads by splitting up files and downloading the pieces concurrently. Download clients also allow you to pause and resume your download, as well as letting you restart broken downloads.

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How do I know if my file downloaded completely?

Most download clients, including browser-based HTTPS clients explicitly let you know if the download succeeds or fails - either on the screen or in a log file. You can also elect to receive an email notification once the software has been successfully downloaded and/or in the event the download fails. You can set or change download confirmation preferences on the Download Preferences page.

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Why is the byte count on the file I downloaded different than the listed size?

The file size listed is in bytes, your system may list files in either kilobytes (KB) or megabytes (MB) which are not exactly one thousand and one million bytes respectively. If the downloaded file is substantially smaller than the size listed it is possible that the download did not complete. You will need to start the download again.

It is not a problem if the size of the file you downloaded is slightly larger (~100 bytes) than the listed size because that is most likely due to file system differences.

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Why won't my .zip file unzip?

If you receive an error (e.g., not valid file format, or end of central directory not found) when trying to unzip your download, it typically means that you do not have a complete download. Please compare the file size listed on the Product Download page to what you have on your system.

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What if my download doesn't complete?

You will have to start the download again. If you have any problems, contact Support.

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How long will my download take?

Your download time depends on the size of the file, the speed of your connection, and the amount of traffic on the Internet.

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How can I view product documentation online in a new browser window without downloading the file to a directory?

Clicking the Download button usually displays product documentation file contents in your current browser window; to return to the Download page, you must click the Back button on your browser menu. If you wish to open the product documentation file in a new browser window, right-click with your mouse over the Download button and select the "Open in New Window" option from the menu that displays. The product documentation file contents will open in a new window. Closing the window closes that file only; your session is still open.

For PDF files, you can also change the settings within your Adobe® Acrobat® Reader® so that all PDF files open in a separate browser window. Refer to the Help for your version of Adobe Acrobat Reader to adjust these settings. Once the settings are adjusted appropriately, closing the Adobe Acrobat Reader window closes that file only; your session is still open.

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... About the Account Profile Features

I am not the right person to get email notifications. How do I designate someone else?

If you are the Account Administrator, you can add the appropriate people to your account. To add new members, login and select the link on the navigation bar under Administration. By clicking on Account Members you will be able to add new members with the option of making them Account Administrators. If you are not an Account Administrator, you can send a request to your administrator to add another user. Administrators have a yellow flag next to their name.

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How do I add a colleague to my organization's account?

Only an Account Administrator can add people to your account. To add new members, click on the Account Members link in the site navigation bar. If you are an administrator, you will be able add new members with the option of making them Account Administrators.

If you are not an administrator, you can send an email to your Account Administrator and request that a colleague be added to your account. Administrators within your organization have a yellow flag next to their name.

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What are Product Preferences and how do they work?

The Product Preferences feature allows you to opt in/out of update notification emails by product. Additionally, you can define which products you wish to have included or excluded as you navigate the site for downloading. By default, update notification emails will be sent for all your products, and all will be viewable as you navigate the site. To opt out of receiving update notifications for a product, uncheck the checkbox in the Email column. To exclude a product from your display, uncheck the checkbox in the View column. Note that you cannot receive emails for products that you cannot view. Therefore, if you uncheck View, Email is automatically unchecked. If you check Email, View is automatically checked.

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... About Passwords

I lost my user ID and/or password. How can I recover them?

You can use our Password Finder. Just enter your email address and we will email your password information to you. If you do not receive it within a couple of hours, contact Support.

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My user name and password don't work. What's wrong?

Primero, compruebe que ha especificado todo el nombre de usuario con letras minúsculas (por ejemplo nombre@dominio.com). Compruebe que no está confundiendo una letra por un número (por ejemplo, la letra l y el número 1). Si corta la información y la pega en una ventana, no copie espacios en blanco con la cadena de texto. Si está convencido de que ha especificado la información correctamente y aun así no puede conectarse, póngase en contacto con Soporte técnico.

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How do I change my email address, password, or company name?

We do not allow customers to change their email addresses on their own since their email address is their login ID. Similarly, the company name is what links you with other users within your organization and should only be changed if it is incorrect or if you have changed companies. Passwords are randomly assigned and also should not be changed.

If you must change your email address, password or company name, contact Support.

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