Logging Into Attachmate Support Web Features (FAQ)
Technical Note 0201
Last Reviewed 06-Mar-2014
Applies To
All Attachmate Products
Summary

This technical note addresses frequently asked questions about logging into My Support, Downloads, and other restricted and personalized features on the Attachmate Support web site.

This document answers the following common login issues:

1. Why do I need to log in?

You need to log in to access personalized and restricted support web site features. These features include:

    • Latest product upgrades, service packs, and other exclusive software downloads.
    • Real-time service request management (view, create, and update your technical support requests).
    • Online access to your organization's entitlement information, including licensed quantities and maintenance expiration dates.

For information on using My Support, see Technical Note 0202. For information on using the Downloads web site, see Technical Note 0200.

2. Who has login access?

Designated authorized support contacts in your organization are granted access with a current Attachmate maintenance plan.

Authorized support contacts may have been specified at the time of maintenance purchase or renewal. The primary support contact can also make changes at any time.

If you do not know the primary authorized support contact in your organization (or this person has changed), please contact Attachmate Customer Service at http://support.attachmate.com/downloads/upgrade_fback.html.

3. How do I get my username and password?

Your username and password are normally sent via email when:

    • Your maintenance plan is purchased or renewed, if you are already an authorized support contact.
    • Your primary authorized support contact designates you as a new additional support contact (see also question 7 below).
    • You use the web site "Forgot Username/Password" feature and enter your email address.

4. Why didn't I receive an email with my login information?

You may not get email notifications if any of the following apply:

    • You may have an email spam filter blocking message delivery. Check your spam folder, configure your filter to allow email sent from upgrades@attachmate.com and webmaster@attachmate.com, or contact your email server administrator.
    • You are not an authorized support contact. (Ask your primary authorized support contact to be added. See also question 7 below.)
    • Attachmate does not have your correct email address on record. To request a change to your email address, edit your profile at http://mysupport.attachmate.com/go.aspx?l=profile (or, if you can't log in, contact Attachmate Customer Service).

Contact Attachmate Customer Service at http://support.attachmate.com/downloads/upgrade_fback.html.

5. Why do I see the error "Your login attempt was not successful"?

The username and password combination is invalid. This message is usually due to a typo in the username or password. Typically, the username is your email address. Passwords are case sensitive. Please try entering these values again.

Because passwords contain mixed case letters, numbers, and special characters that can be easily mistyped, we recommend you copy and paste your password from the email message.

If you cannot remember your password, please see the next question below.

This error can also appear if you do not have a login.

Note: You cannot use login information from other Attachmate web sites such as PartnerWeb, Vision Program (Technology Previews), or special partner/Elite download accounts.

6. I can't remember my password. What can I do?

You can use the "Forgot Username/Password" feature at https://mysupport.attachmate.com/Login/forgot.aspx and enter your email address. Your username and password are sent by email immediately.

You can change your password to something easier for you to remember (see 11. Can I change my password?).

If you normally log in from the same workstation, you can use the "Remember Me" option while logging in. This will set a persistent browser cookie so that you will not need to enter your username or password with each visit as long as you don't logout. (Your current login identity is always shown on the My Support Home page, and in the side bar on most support site pages.) When finished just close your browser (logout will clear the cookie).

Note: To secure your personal and organizational data, the "Remember Me" option should not be used on public, shared, or unsecured workstations.

7. Can I give someone else a login?

If you are the primary authorized support contact, you can designate other support contacts to grant them access. Go to the Authorized Support Contacts screen at http://mysupport.attachmate.com/go.aspx?l=contacts.

After you click Add, you can pick an existing contact on your account (by clicking the Select icon). If you don't find an existing contact, or the record is incorrect, you can request a new authorized support contact.

After the process is completed, a username and password is sent by email to the added contact, using the email address provided.

You are limited to a certain number of support contacts based on your maintenance plan level. If you have reached this limit, you will see an error after clicking Add. Contact Attachmate Customer Service if you would like to purchase additional support contacts.

Note: Contacts must be created only for members of your licensed and maintained organization. Login information should not be shared with others outside of your organization.

For more information about authorized support contacts, see http://support.attachmate.com/techdocs/0202.html#My_Accounts_Authorized_Contacts.

8. Why can't I get past the login page?

If the login page repeatedly displays, and you don't see any error messages when logging in, you probably need to configure your web browser to accept cookies, or disable a third-party cookie blocking utility.

9. Why do I have to log in again?

You may be prompted to log in again in the following situations:

    • Your web browser session is idle for more than 30 minutes and you are not using the "Remember Me" option.
    • You access the site with a new web browser session and you are not using the "Remember Me" option.
    • You clicked the Logout link (outside of My Support).

If you normally log in from the same workstation, you can use the "Remember Me" option while logging in. This will set a persistent browser cookie so you will not need to enter your username or password with each visit. (Your current login identity is always shown on the My Support Home page, and in the side bar on most support site pages.) Logout in My Support does not clear this cookie. But in Downloads and other support site pages, logout will clear the cookie (to retain the "Remember Me" cookie, when finished just close your web browser instead of clicking Logout).

Note: To secure your personal and organizational data, the "Remember Me" option should not be used on public, shared, or unsecured workstations.

10. Can I change my username?

Typically, your username is the same as your email address. (If we do not have an email address in our records, your username may be a randomly-generated value, which you can change by updating your email address.)

When you update your email address, your username may be changed to match your email address. To request a change to your email address, edit your profile at http://mysupport.attachmate.com/go.aspx?l=profile.

11. Can I change my password?

Your password is initially randomly generated for you by Attachmate. You can configure your own password that is easier to remember. Go to your profile at http://mysupport.attachmate.com/go.aspx?l=profile and click Change Password.

For more information on password requirements, see http://support.attachmate.com/techdocs/0202.html#Change_My_Password.

12. Is my login and contact information kept secured?

Yes. The login pages use Secure Sockets Layer (SSL/TLS) encrypted web pages to protect information while in transit, and data is stored on secured systems consistent with industry standards. For more information, see the Attachmate privacy policy at http://www.attachmate.com/PrivacyAndLegal/. If you are aware of a security problem, see Technical Note 1890.

Note: To secure your personal and organizational data, your email server and network should also be secure, and the "Remember Me" option should not be used on public, shared, or unsecured workstations. If your password is compromised, you can change it as described in question 11 above.

13. What if I have a login question not addressed by this FAQ?

Submit your inquiry at http://support.attachmate.com/downloads/upgrade_fback.html or call us using the telephone numbers listed at http://support.attachmate.com/contact/.

For information on using My Support, see also Technical Note 0202. For information on using the Downloads web site, see also Technical Note 0200.

Related Technical Notes
0200 Using the Attachmate Downloads Web Site (FAQ)
0202 Using the Attachmate My Support Features
1890 Reporting a Potential Security Vulnerability to Attachmate
2328 Forgot Your Password?
2436 Opening a New Service Request in My Support

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