Technical Notes

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

Effective March 2007, the same personal login is used to access all features.

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

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.

Your username and password are normally sent via e-mail when:

You may not get e-mail notifications if any of the following apply:

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

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 e-mail 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 your notification e-mail 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 SupportWeb (prior to March 2007), PartnerWeb, Vision Program (Technology Previews), special partner/Elite download accounts, or NetIQ.com (myNetIQ account).

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

Effective July 2007, you can change your password to something easier for you to remember (see 15. 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.

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 e-mail to the added contact, using the e-mail 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.

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.

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

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 Download Library 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.

You are not prompted to enter your username and password in the following situations:

Your current login identity is shown in the side bar on many support site pages, and on My Support Home. To clear the cookie, click Logout in the side bar. (Logout in the upper right of My Support will not 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.

Effective March 2007, your Contact ID (from Attachmate SupportWeb) is no longer used for logging in. Use your new username and password instead.

Effective March 2007, the "ship to" contact on record will be used for only for delivery of physical CD/DVD media shipments. In many cases, the "ship to" contact is also already a primary (or additional) authorized support contact so continues to have login access.

Contacts added on the Download Library web site between May 2005 and February 2007 were converted to authorized support contacts. These contacts can now be viewed and managed in My Support (Authorized Support Contacts screen at http://mysupport.attachmate.com/go.aspx?l=contacts).

Note: If the number of authorized support contacts temporarily exceeds the limit for your maintenance plan, you will need to remove contacts upon future plan changes or renewal, or you can purchase additional support contacts.

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

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

Your password is initially randomly generated for you by Attachmate. Effective July 2007, 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.

Yes. The Download Library site uses Secure Sockets Layer (SSL) 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, please let us know immediately at http://support.attachmate.com/downloads/upgrade_fback.html.

Note: To secure your personal and organizational data, your e-mail 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 15 above.

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 Download Library web site, see also Technical Note 0200.