TIBCO Software Inc. Product Download HelpAccount Access Questions:1) How do I get access and/or an account? Access to the TIBCO Software Inc. Product Download Site is limited to specifically assigned contacts from both Customer and Partner Organizations. These usage agreements are governed by both contract and partnership agreements. CUSTOMERS If you do not have/or know your valid download.tibco.com credential please contact:
PARTNERS If you do not have/or know your valid download.tibco.com credential please contact:
TIBCO Employees If you are a permanent TIBCO employee send an email to download-admin@tibco.com with the subject line "TIBCO Employee Account Request" and complete the following:
2) I forgot my password, what should I do? On the login page there is a field for Username and Password. Simply put your Username (ID) in the supplied field and press the "Forgot Password?" button. The screen that follows will confirm your email address and allow you to continue generating a new 1-time password or you may cancel the operation. If you opt to generate a new one, you should get it after a few minutes in your email box. You use this temporary password to log into the service and, after logging in, you will be prompted to select a new permanent one. 3) I tried using the "Forgot Password?" feature but received the following error message. What do I do now? Error. Please correct the following error(s): User account does not exist. If you know that you have an account but do not remember your username, send an e-mail to download-admin@tibco.com with the subject line "Password Reset Request." If you do not have an account, you will need to contact:
4) I receive the following message when trying to log into the system. What does this mean? Authentication Failed Root cause: Unable to authenticate for Site "TIBCO" Id "JohnSmith"(File:LogonAction.java, Meth:com.digitalriver.express.account.servlet.LogonAction.perform, Line:132) There are two possible causes. Either the username or the password is entered incorrectly. Please note that both fields are case sensitive and the information must be entered exactly as it was assigned. 5) We would like to add someone to our download account. How do we get them access? Submit a request to your TIBCO Software Sales Representative. Upon approval, the account will be created for the new contact. In order to complete the process, we will need the following contact information: - First name
- Last name - E-mail address - Organization Name - Address - Country - Phone number - Indicate if this is a replacement for an existing user. If so, identify the user being replaced. 6) How do we suspend access to the account for a user or users if it is no longer required? Submit a request to your TIBCO Software Sales Representative with the names of the individuals who should no longer have access to the account. Upon approval the accounts will be inactivated. Download Questions:1) I am attempting to download a file form the site. When I click on the link next to file, I am asked if I want to "download DrillCatFiles.jsp." When I try to proceed, it is a "text only" html file. What do I need to do to download the file correctly? The first thing is to try to "shift/click" the download button. This should enable to download the file in its correct format. If this does not work, please e-mail responses to the following questions to download-admin@tibco.com with the subject line "Product Download Issue."
This information will allow us to provide better assistance in resolving the issue. 2) My download failed (or I cancelled it), can I resume where it left off? Yes, provided your browser is fully HTTP 1.1 compliant supporting the "Range" protocol. Many of the current browsers support this and it should work seamlessly for both failed and cancelled downloads. 3) My download keeps failing. What do I do? The first thing we want to check is the local machine. Verify that:
If all of these are clear, try downloading the file on another machine. If you encounter the same problems, check with your IT department to make sure that your firewall allows these types of transactions. If none of these steps corrects the situation, please e-mail responses to the following questions to download-admin@tibco.com with the subject line "Product Download Issue."
4) Whenever I click on a file to initiate a download, I am directed back to the login page. What do I do? This service uses browser cookies to log the user into the system. If you are being sent back to the login page, please check that your browser is accepting cookies properly. In some cases, it helps to clear all existing cookies. One way to do this is to:
If these steps do not correct the situation, please e-mail responses to the following questions and a brief description of what is happening to download-admin@tibco.com with the subject line "Product Download Issue."
Entitlement Questions:1) I am missing one or more of my product entitlements. What do I need to do to get access? E-mail download-admin@tibco.com with the subject line "Product Entitlement Issue." Your request will be reviewed and you will receive a response within one-business day. 2) I am trying to locate an older version of a product but only have access to the current release. How can I get a copy of the older version? TIBCO policy is to fulfill all orders with the latest version of a product. If you feel that you are entitled to an older version of a product, submit a request to your TIBCO Software Sales Representative. Please note that all requests are subject to review and approval, and some versions may only be available in physical format. 3) I found out that a new version of a product was recently released. Why didn't I receive it in my account? Product updates are only provided to download accounts with active maintenance contracts. Once your maintenance has expired, you will stop receiving updated releases. If you would like to renew your maintenance, please contact renewals@tibco.com. If you believe that your maintenance is current and that you are entitled to updates e-mail download-admin@tibco.com with the subject line "Product Entitlement Issue. 4) I used to have multiple versions of the products in my account; however, now I only have access to the original versions that were purchased? What happened to all of my updates? Product upgrades are only available in the account if their associated maintenance agreements are current. If the maintenance agreement for a specific product or group of products expires, all previously received updates for these entitlements will no longer be provided in the account. If you would like to renew your maintenance, please contact renewals@tibco.com. If you believe that your maintenance is current and that you are entitled to updates e-mail download-admin@tibco.com with the subject line "Product Entitlement Issue. 5) I need to download TIBCO Runtime Agent but I don't see it in my account. Where can I find it? TIBCO Runtime Agent is a separate component, not a top-level product. It can be found under products such as TIBCO BusinessWorks and TIBCO Adapters. Simply click on one of these products and TIBCO Runtime Agent will be displayed at the next level. You can also use the "Search for Components by Name:" function by typing in all or part of the description (i.e., Runtime, Agent, Runtime Agent) and pressing enter. The system will display all products/components containing the description entered. Miscellaneous Questions:1) I want to change my password. What do I do? Click on "Update Profile" (top right hand corner). Enter your new password in the "Password" and "Password (again)" fields and press "Save." Your password has now been reset. 2) Can I limit and/or restrict the number of update notifications that I receive? Yes, you can stop notifications or select the types sent to your account. Your choices are:
Click on "Update Profile" (top right hand corner). Make your selection by clicking on the corresponding radio button and pressing "Save." Your notification preferences are now set. 3) I am not receiving notifications. What do I do? Click on "Update Profile" (top right hand corner) and make sure that your notification preferences are not set to "None." You may also want to check with your e-mail administrator to make sure that the messages are not being stopped upon receipt (i.e., SPAM blocker). If neither is the case, e-mail download-admin@tibco.com with the subject line "Notification Issue." 4) How can I display more information on the screen without having to select "View All" when I run a report? Click on "Update Profile" (top right hand corner). Use the pull-down list to select the desired "Number of Items Per Page:" (default is 30). You can increase the number up to 70 items (in increments of 10). 5) Who do I contact if my question and/or issue is not referenced in this document? If you are unable to find a solution in this document, e-mail download-admin@tibco.com with the subject line "Miscellaneous Issue." 6) Do I have to have cookies enabled? TIBCO Software Inc. Product Download Site requires the use of browser cookies. If for some reason you have disabled cookies or have a browser that does not support them, you must modify your settings and/or upgrade your browser to use the system. The service requires cookies to provide proper authentication. 7) Is JavaScript required? If so, what versions are supported? The web-based interface for the TIBCO Software Inc. Product Download Site requires the use of JavaScript 1.2+. The service does not rely heavily on JavaScript, however; it is in use in several areas to make navigation a better user experience. 8) What browsers are supported? Netscape 6.0+, Mozilla 1.0+, IE 6.0+, Opera 6.0+ and Konqueror 2.2+ are the recommended browsers. |