This technical note addresses frequently asked questions about using the Attachmate Download Library web site.
Note: For questions regarding logging in, refer to Technical Note 0201.
The questions in this document are organized as follows:
The Attachmate Download Library (http://download.attachmate.com in English or http://download.attachmate.co.jp in Japanese) provides online access to upgrade and service pack files for the latest versions of Attachmate products. These updates are available to licensed Attachmate customers who have current maintenance plans for these products.
Online delivery provides the same software formerly provided on CD media, and offers you the following benefits:
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For questions regarding logging in, refer to Technical Note 0201.
See "How can I give someone else a login?" in Technical Note 0201.
Your Maintenance Entitlements list may appear incomplete for several reasons:
For a complete view of your organization's licensed products and maintenance expiration, go to http://mysupport.attachmate.com/go.aspx?l=plans.
To re-establish your maintenance plan, please contact Attachmate Customer Service using the electronic form or telephone numbers listed at http://support.attachmate.com/downloads/help.html.
You are an authorized support contact for multiple accounts. After you select an account, you will see the Maintenance Entitlements and VPA information for the selected account.
To access information for another account, go back to http://download.attachmate.com/Upgrades/.
For a complete view of your accounts, go to http://mysupport.attachmate.com/go.aspx?l=plans.
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Yes. The electronic upgrade files are the same official releases formerly provided on shipped CDs.
In some cases, newer versions or additional files may be available electronically (compared to the shipped CD media product). Also, some files may be packaged differently for web delivery (see question 16. What do the download file extensions mean?).
Product documentation may also be available separately at http://support.attachmate.com/manuals/ (or links provided on the web site).
Unless otherwise indicated in the File Version, the product release does not include any service pack or patch update. You must separately download and install any additional available service pack or patch files.
No, only the current product upgrade releases are available. These releases provide the latest features and allow your organization to stay current with supported technology.
Product patches and upgrades are available for product versions in the Current and Mature phases of the Product Support Lifecycle. For more information on the Product Support Lifecycle, see http://support.attachmate.com/programs/lifecycle/.
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The following recommendations optimize the compatibility for most browsers. (We are unable to test all available browsers and versions.)
Typically, downloads of product files take only minutes; however, the actual download time depends on the product file size, your Internet connection speed, and network traffic conditions. To minimize network latency issues, files are automatically downloaded from a secure worldwide network of redundant geographically dispersed servers.
This issue may be caused by one of the following:
When prompted by your web browser, it is suggested that you save the file to an appropriate location (such as your desktop or secured file server). Run the file when you want to unpack the files and start the installation process.
No. You can save the downloaded file to a shared file server, burn it to CD, or use deployment tools. You may install on multiple systems within your licensed limits. To see your licensed quantity, go to http://mysupport.attachmate.com/go.aspx?l=plans.
For optimized performance and security of certain large file downloads, Attachmate has partnered with Akamai (formerly Speedera) for the final step of product file delivery. File requests are automatically routed to a server on the Speedera global network that provides the fastest download. No contact or account information is transmitted to Akamai.
Some downloadable package files are compressed in a format native to the operating system intended for installation. Files with a .zip, .gz, or .Z extension must be unpacked prior to installation, as indicated below. (For multiple file extensions, start with the method indicated by the last extension.) For more information, see the installation guide for your product.
||Commands to unpack and install
||compressed backup file format
||InstallShield, WinZip Self-Extractor, etc.
||none (run "as is")
||Use your CD-R writing software to burn a disc (or use Microsoft Virtual CD-ROM Control Panel utility on Windows XP to mount image as virtual drive)
||POLYCENTER Software Installation
||Red Hat package manager
||See Verastream Installation Guide
||gzipped tape archive
||compressed tape archive
||See also Technical Note 1925
Note: File names ending with uppercase .Z extension may change to lowercase .z in the downloading process. After downloading, you must rename the file to the original uppercase .Z extension before using the UNIX uncompress command.
This problem may occur when using certain web browsers to download package files with .rpm extension. To avoid this problem, either use the Microsoft Internet Explorer web browser, or download the equivalent available file with .zip extension.
If your file download starts but does not complete:
See Technical Note 1988 for information on verifying your download.
Typically this error indicates the download did not complete. See question 18 to troubleshoot.
See Technical Note 1538 to troubleshoot this particular issue.
If you need to re-run the installation (such as after the installation updates the Microsoft Windows Installer service), open the Install.exe or Setup.exe file in the temporary folder where installation files were unpacked.
The default temporary location varies by product, such as:
If you have a problem downloading a file from the web site, please contact us using the electronic form or telephone numbers listed at http://support.attachmate.com/downloads/help.html.
Please specify the error message or problem symptoms you are experiencing.
If you have a problem installing or using the product upgrade or service pack, please refer to the Technical Library (http://support.attachmate.com/solutions.html) or contact Attachmate Technical Support for assistance (see http://support.attachmate.com/contact/).
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Yes. For more information, see http://support.attachmate.com/techdocs/0201.html#16._Is_my_login_and_contact_information_kept_secured.
Yes, if you are an authorized support contact, you will continue to receive product upgrade e-mail notification (as long as your maintenance is current) even if you previously indicated you do not want to receive e-mail notification of new Attachmate products, services, and special offers.
No. Attachmate product upgrades are for access and use only in your licensed organization. You may not rent, lease, sell, sub-license, or lend the software. (For details see the Software License Agreement prior to download or installation.)
If you know others who are interested in Attachmate products, please refer them to http://www.attachmate.com/Evals/Evaluate to evaluate the current trial versions.
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