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. Our electronic software distribution engine then allows you to download your software 24 hours a day, 7 days a week. You also get access to previous versions of your software.
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.
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.
Using the above link you can also request additional users to be added to your account enabling these individuals to have access to the Download Service.
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.
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.
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.
Where can I get older versions of the software?
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.
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. Please check back later to see the updated order information on the Order History page.
How are files transferred?
This service uses HTTPS which enables one click downloads through the browser.
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.
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 following the links found in Support.
What download options do I have?
Files may be downloaded using the HTTPS option for one or more files.
How do I know if my file downloaded completely?
Browser based HTTPS will explicitly let you know if the download succeeds or fails on the screen.
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. In this case you may 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.
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.
What if my download doesn't complete?
If your download did not complete, you will have to start the download again. If you have any problems, contact Support.
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. For approximate times, check the Estimated Times and Details for the file on the Product Download page.
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, please follow the links found on Support.
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.
Why do I receive a message that I am restricted when I try to download software?
It is possible that the Account Administrator has restricted your access to download the software. If you have questions about a restricted item please follow the links found on Support.
How do I change my email address or company name?
We do not allow customers to change their email addresses on their own since their email address is tied to 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.
If you must change your email address or company name, please contact Support.
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