Blue Touch Online FAQs for Software Downloads

Transcription

1 P a g e 1 Blue Touch Online FAQs for Software Downloads About the Download Service Blue Touch Online FAQs for Software Downloads... 1 What is the Download Service?... 2 What version of Internet Explorer is needed?... 2 How do I set up Trusted Site?... 2 How do I set up the Compatibility Mode?... 3 What is ESDM (Electronic Software Delivery and Management)?... 3 Who is eligible to receive the Download Service?... 3 How does it work?... 3 What is included in the file that I download?... 3 What do I do if a product is missing from My Product Family page?... 4 What do I do if a product is missing from my Product Download page?... 4 How many times can I download the software?... 4 Where can I get standard or other versions of the software?... 4 How can I download mandatory License Subsystem Upgrades (LSU releases)?... 5 As a BTSP Partner what am I entitled to download?... 5 How are files transferred?... 5 Does the download service have APIs to allow a device (software on one of our products) to pass along information and be served an image to allow software update directly from a product UI?... 6 Can large files be downloaded internationally?... 6 What if I am behind a firewall that blocks FTP?... 6 How do I use the Download Selected Files feature on the Download Page?... 6 Can I use an FTP client to download?... 7 How do I know if my file downloaded completely?... 7 Why is the byte count on the file I downloaded different than the listed size?... 8 Why won't my.zip file unzip?... 8 What if my download doesn't complete?... 8

2 P a g e 2 How long will my download take?... 8 How can I view product documentation online in a new browser window without downloading the file to a directory?... 9 What are the supported Browsers for download?... 9 How will the AVOS on system software update work after download control implementation?... 9 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. You'll receive an notification every time there is a new release or upgrade for any of the products you own. Our electronic software distribution engine then allows you to download your software from your own personal website 24 hours a day, 7 days a week. You also get access to previous versions along with tools for managing your software. Blue Coat Software download service is hosted through a third party vendor. Once the downloads tab has been selected from BTO.com you will be redirected to What version of Internet Explorer is needed? The Flexera download solution only supports IE8 and above. To use the download portal, users need to ensure they are on a version of Internet Explorer of IE8 or above and are not in IE compatibility mode. Some IE users have also need to add the new downloads site, to their trusted sites in Internet Explorer. This is because bto.bluecoat.com is redirecting to an external, cloud solution hosting our downloads and performing a single sign on. Other Browsers have not reported any issues. How do I set up Trusted Site? From the Internet Explorer Menu, select tools, Internet Options, then select the Security Tab. Form the security tab, you can add buy clicking the Trusted Sites check box and the Sites button. Add as a trusted site.

3 P a g e 3 How do I set up the Compatibility Mode? IE compatibility mode is a feature of IE that allows it to simulate earlier versions. Some application, such as Siebel 7.8, that Blue Coat uses internally, require compatibility more or IE7 to perform correctly. 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? Customers who have a BTO login with a valid entitlement will be eligible to download software. For more information about eligibility, please contact customercare@bluecoat.com. How does it work? Software Downloads are accessible through the Downloads Tab of the Blue Touch Online (BTO) you then have several download options from which to choose. What is included in the file that I download? Each downloadable file is described on the My Product Download Page. In most cases the file(s) that you download will consist of: a release image; release notes; and any relevant release documentation.

4 P a g e 4 What do I do if a product is missing from My Product Family page? Your customer's Blue Coat support contract entitles them to important software updates for their Blue Coat products. With every new software version, Blue Coat provides access to new features, minor enhancements, code fixes, and critical security patches. These updates are available on Blue Touch Online (BTO) in the Downloads section to customers with a valid support contract. Blue Coat validates access to software updates based on the support contract entitlement. If your customer's contract has expired or will be expiring soon, your customer will need to contact your regional renewals team for a renewal quote. Americas: Renewals-NA@bluecoat.com APAC: Renewals-APAC@bluecoat.com EMEA: Renewals-EMEA@bluecoat.com What do I do if a product is missing from my Product Download page? It is possible that the software is bundled with another product. If there has been a new release of your product, the older version may also be found on the Standard/Other Releases Tab of the Product Download page. If you still cannot find it, contact CustomerCare@BlueCoat.Com 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. The Download Log for each product keeps the historical data for your reference. Where can I get standard or other versions of the software? When you are first given access you receive the most recent version of the software you purchased. During your subscription or maintenance period, you will have access to upgrades to which you are entitled. The Recommended, Longterm or Feature Release of your software it will show up on the Recommended LTR/ Latest Feature Release tab on the My

5 P a g e 5 Product Models Page. Standard or Other Releases are accessed from the Standard/Other Releases tab on the My Product Models page. How can I download mandatory License Subsystem Upgrades (LSU releases)? All mandatory LSU releases are available for download for all product platforms. Your customer's Blue Coat support contract entitles them access to download these mandatory software upgrades for their Blue Coat products. These upgrades are available on Blue Touch Online (BTO) in the Downloads section to customers with a valid support contract. Blue Coat validates access to software updates based on the support contract entitlement. If your customer's contract has expired or will be expiring soon, your customer will need to contact your regional renewals team for a renewal quote. Americas: Renewals-NA@bluecoat.com APAC: Renewals-APAC@bluecoat.com EMEA: Renewals-EMEA@bluecoat.com If you this is an urgent request, please contact CustomerCare@BlueCoat.Com As a BTSP Partner what am I entitled to download? BTSPs will continue to have access to software downloads for all customers with valid support entitlement. To maintain security and compliance, the delivery mechanism of software downloads has now been changed. The use of the direct download link URL from Blue Coat will no longer be the method of distribution for software downloads. All customers will be required to login to BTO to download their software directly to their desktop or local server. How are files transferred? This service offers four ways for you to download your software: auto FTP (ex. WGET), command line FTP, browser FTP, and HTTPS (default method). Both HTTPS and browser FTP offer one click downloads through the browser. For users who prefer command line interfaces, command line FTP is very flexible. WGET is another command line download option

6 P a g e 6 that is ideal for transferring large files because it allows users to restart interrupted downloads without re-downloading the part that has already been transferred. If you are still experiencing download issue, please contact Blue Coat Technical Support ( Does the download service have APIs to allow a device (software on one of our products) to pass along information and be served an image to allow software update directly from a product UI? No such API is supported today, a web browser must be used to get files and the files must be then loaded to the device manually via direct download or through local server. 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. What if I am behind a firewall that blocks FTP? Your system administrator may be able to configure your firewall to allow you to download software. If not, you can still download the software using HTTPS. Information about, and access to, the HTTPS download method is located under Advanced Download Options on the Product Download page. If using HTTPS resolves your issue, please change your default download method through the Download Preferences link, if available, in the site navigation. How do I use the Download Selected Files feature on the Download Page? No table of figures entries found.to use the "Download Selected Files" feature, click the checkbox for the files that you wish to download and then press the "Download Selected Files" button at the bottom of the page. An applet-based

7 P a g e 7 download manager will be used to queue the files for download. All files will be saved to a single location on your machine. Note: This feature is only available if Mass Download has been enabled. The Download Selected Files feature, is a Java application and requires Java be installed and enabled in the user's browser. The HTTPS download option and the Browser FTP download option located under Advanced Download options use the browser to perform the download and do not require Java. Can I use an FTP client to download? Most FTP clients work with our system. Graphical clients such as LeechFTP and GoZilla should work without a problem. However, if you run into a problem with your particular client, we recommend trying a different method. If you continue to have problems, contact Blue Coat Technical Support ( Can I use a download client? Most download clients work with our system. A download client may speed up your downloads by splitting up files and downloading the pieces concurrently. Download clients also allow you to pause and resume your download, as well as letting you restart broken downloads. How do I know if my file downloaded completely? Most download clients, including browser based ftp and HTTPS as well as most command line and 3rd party ftp clients explicitly let you know if the download succeeds or fails - either on the screen or in a log file. You can also select to receive an notification once the software has been successfully downloaded and/or in the event the download fails. You can set or change download confirmation preferences in the Advanced Download Options screen for each product.

8 P a g e 8 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. If you started the download with an FTP method, you can use a command line download utility such as WGET to complete the download. If you used HTTPS download you will 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. If you downloaded using command line ftp and the file you received is much bigger than the listed size, you may have needed to set the file transfer type to support binary image transfer before you started the download. You will need to send the "binary" command from the ftp client and download the file again. 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 you started your download with an FTP method, you can use a command line download utility such as WGET to restart the download from where it stopped. If you used HTTPS, you will have to start the download again. If you have any problems, contact Blue Coat Technical 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.

9 P a g e 9 How can I view product documentation online in a new browser window without downloading the file to a directory? Clicking the Download button usually displays product documentation file contents in your current browser window; to return to the Download page, you must click the Back button on your browser menu. If you wish to open the product documentation file in a new browser window, right-click with your mouse over the Download button and select the "Open in New Window" option from the menu that displays. The product documentation file contents will open in a new window. Closing the window closes that file only; your session is still open. For PDF files, you can also change the settings within your Adobe Acrobat Reader so that all PDF files open in a separate browser window. Refer to the Help for your version of Adobe Acrobat Reader to adjust these settings. Once the settings are adjusted appropriately, closing the Adobe Acrobat Reader window closes that file only; your session is still open. What are the supported Browsers for download? To maintain security and ensure the best experience, the download service supports the latest version of Internet Explorer and FireFox, as well as recent versions of these browsers. Users will be denied access using older browsers versions and will be provided the minimum browser requirements. IE 8 and higher FireFox 4 and higher Chrome How will the AVOS on system software update work after download control implementation? The delivery mechanism for AVOS updates has not changed.

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