ACCOUNT ACCESS

• Do I need a special account to use TIBCO eDelivery?

  To download a product from TIBCO eDelivery, you need to be associated with an Enterprise TIBCO Account that has purchased the product. For more information, contact a TIBCO administrator in your organization.

• I forgot my password, what should I do?

  From the sign-in page, click Need help with sign-in? and then click Reset password. You’ll receive a reset link by email.

• Where is my activation link or my reset password email?

  If you don’t see a message from TIBCO in your inbox, check your spam folder. If you still don’t see the email you’re looking for, click Need help with sign-in? on the sign-in page and request a password reset. Look for an on-screen message verifying that an activation link or password has been emailed to you. The reset password link is valid for 20 minutes. After that time, you need to request a new link.

• Will my eDelivery session time out if I’m inactive?

  Your TIBCO eDelivery session times out after 2 hours of inactivity. After that, you need to sign in again.

• I’m an admin. Who can I give download access to?

  As an admin, you can give download access for TIBCO products to people in your organization. Downloading TIBCO products from TIBCO eDelivery is subject to the EULA.

• Do I need to enable cookies to use TIBCO eDelivery?

  TIBCO eDelivery requires the use of browser cookies for authentication. If cookies are disabled on your browser or your browser doesn’t support them, you must modify your settings or upgrade your browser to use the eDelivery site.

• Is JavaScript required to use this site?

  JavaScript is required for the TIBCO eDelivery website. It’s used to improve the user experience when navigating the site.

PRODUCT DOWNLOADS - General

• Do I need a license to download products?

  All users are permitted to browse software products, but download privileges are granted only to those users with a valid license from TIBCO or an authorized third party. To request download access, contact the TIBCO admin in your organization.

• How can I find the product or component that I want to download?

  From the main eDelivery page, choose a product by name or category, or use the Search or Browse option at the top of any page. To find a component, use the Search option at the top of any page and search by component name.

• How do I download a product or component?

  You can download products and components from TIBCO eDelivery in either of the following ways:

  • Download and run a downloader file that installs the complete product or component package
  • Download and install individual files

  To download the complete product or component package with a downloader:
  
  

  1. From the product or component download page, choose a version (if applicable).
  2. Choose an operating system.
  3. Click the checkbox to accept the End User License Agreement.
  4. Select ‘Full product download’ or ‘Full component download’ and click Download.
  5. In the pop-up, click Get downloader.
     A TIBCO product- or component-specific downloader file is saved to your computer in the location determined by your browser settings.
  6. Run the downloader file.
  7. Follow the on-screen instructions to save and install the product or component files.
     The downloader expires in 24 hours, after which time you need to get the downloader again.

  
  To download individual product or component files:
  
  

  1. From the product or component download page, choose a version (if applicable).
  2. Choose an operating system.
  3. Click the checkbox to accept the End User License Agreement.
  4. Select ‘Individual file download’.
  5. Navigate to and select the file you want to download.

• Where can I find the files that I’ve downloaded?

  Check your browser settings for the downloads location. Most browsers use a default Downloads folder, but a different location might have been configured for your browser.

• Where can I find my download history?

  Click MY ACCOUNT in the top-right corner of the TIBCO eDelivery screen. You’ll find your download history along with your user profile and notification settings.

• How can I access an earlier version of a product?

  TIBCO fulfills all product orders with the latest product version. To request an earlier version, go to the Product Detail page. Click the link below the Download button and follow the on-screen instructions. All requests for earlier versions are subject to review and approval.

• How can I find out when products are updated?

  To subscribe to ongoing product update notifications for selected products, click MY ACCOUNT in the top-right corner of the TIBCO eDelivery screen and choose My Notifications. Select the products you want to be notified about and click Add. To remove notifications for a product, select the product and click Remove.
  If you’d like to be notified only when a new version is available for a specific product, select Email me when product is updated on the Product Detail page. We’ll notify you when a newer version of the product becomes available.

• Which browsers are supported by the download service?

  We support the following browsers:
  

  1. Firefox 45 or higher
  2. Internet Explorer 9 or higher
  3. Chrome 48 or higher
  4. Safari 8 or higher

PRODUCT DOWNLOADS - Troubleshooting

• My development platform doesn't appear in the list of supported platforms. What should I do?

  Refer to the documentation for your platform. For assistance, contact TIBCO Download Support.

• Why am I getting an error message when I try to download the eDelivery downloader file?

  If you try to download a file and it doesn't work, try the following:

  • Verify that your internet connection is working properly.
  • Check the troubleshooting suggestions for your browser.
  • Try using a different browser.
  • Wait a little while and then try the download again.
  • Contact TIBCO Support and notify them of the date, time, and nature of the issue.

  Here's help for specific error messages.
  
  "Download Blocked"
  This error means that your computer or browser security settings blocked the file. Check your browser documentation for more information.
  
  On Windows, it’s possible that the Windows Attachment Manager removed the file you tried to download. To see what files you can download or why your file was blocked, check your Windows internet security settings.
  
  "Virus scan failed or Virus Detected"
  
  These errors mean that your virus scanning software might have blocked you from downloading a file.

  • Check your virus-scanning software for details.
  • On Windows, it’s possible that the Windows Attachment Manager removed the file you tried to download. To see what files you can download or why your file was blocked, check your Windows internet security settings.

  
  "Disk Full"
  This error means that your computer doesn’t have enough space to download the file. Try deleting some files and emptying your trash.
  
  "Insufficient permissions" or "System busy"
  
  These errors mean that the browser couldn't save the file to your computer. Try these suggestions:

  • Cancel the download and try again.
  • Instead of clicking the file to download, right-click the link and select Save link as.
  • Download files to a place on your computer that you can access, like your Desktop or Documents folder. You can also change the default download location for your browser. For example, see change download locations in Chrome.

  To change the download destination in Windows 10, open the File Explorer on your Windows 10 PC. Right-click Downloads in the left pane of your File Explorer and select Properties. Go to the Location tab and enter the new path for your desired download folder.
  
  "Forbidden" or "Failed - Forbidden"
  
  This error means you don't have permission to download this file from the server. Go to the TIBCO eDelivery site and sign in. If you can't sign in, contact the website or server owner.

• My download failed or was canceled. Can I resume the download where it left off?

  If you’re doing a full product installation, you can pause and resume the download, provided that it hasn’t failed or been canceled. If your product or individual file download fails or is canceled, you need to restart the download process.

• My download keeps failing. What should I do?

  Confirm the following:

  • Cookies are enabled.
  • JavaScript is enabled.
  • Virus scan isn't blocking the transfer.
  • The save location has enough disk space to accommodate the download file.
  • Your firewall allows downloads.

  If all of these conditions are met, try downloading the file to another machine. If the problem persists, contact TIBCO Download Support.

• Why don’t I see the product I’ve already ordered in my download history?

  It’s possible that the product is no longer available for download. For assistance, contact TIBCO Download Support.

• Are there any risks to using the downloader file?

  Using the downloader file is safe and secure. It doesn’t contain spyware, adware, or malware. The downloader process won’t gather or transmit your personal information or expose your computer to software viruses. The purpose of the downloader file is to improve the speed, reliability, and efficiency of your software download experience.

• How can I uninstall the downloader file?

  The downloader file is a single-purpose, disposable file that remains active for 24 hours. Because the downloader file isn’t installed on your computer, there is nothing for you to uninstall. If you’d like to remove the downloader file after using it, navigate to where it was saved and delete it from your system.

• How do I download a full product using Linux?

  The full product downloader file is designed to work with Windows or Mac. If you’re using Linux, follow these steps:
  

  1. Sign in to eDelivery from a machine that’s running a Windows or Mac operating system.
  2. Select the Linux version of the product.
  3. Select Full product download.
  4. Run the downloader file on the same Windows or Mac system.
  5. Copy the binaries for the product to the Linux machine.
  6. Execute the TIBCO product binaries on the Linux machine.

• What happened to the Akamai option for full product installation?

  TIBCO eDelivery no longer supports the Akamai NetSession Interface. Instead, we offer a downloader file for full product installation. For more information about the downloader file, click Download on the Product Detail page and then click Learn about the installation process.
  If you still have the Akamai NetSession Interface client on your computer, follow these steps to uninstall it.

  
  Windows

  1. In the Windows Control Panel, run Add or Remove Programs.
  2. Select Akamai NetSession Interface.
  3. Click Change/Remove, then click Yes to confirm your choice.

  
  If you experience issues with the above method, try this alternative uninstall process:
  

  1. Select Command Prompt from the Start menu or select Run on the Start menu.
  2. Type cmd into the Open text box, then click OK.
  3. Go to the NetSession installation folder and enter the following command:
     1.  admintool.exe uninstall -force

  Mac

  To uninstall Akamai NetSession Interface client on a Mac:

  1. Use the Finder to go to the NetSession Interface installation folder (normally ~/Applications/Akamai/).
  2. Double-click the uninstaller app and confirm your decision.

  
  If you have any trouble with the uninstaller, try the following method:
  

  1. In the Applications/Utilities folder, open the Terminal utility.
  2. In the Terminal window, navigate to the Akamai NetSession Interface installation folder (~/Applications/Akamai/).
  3. Enter the following command:
      ./admintool uninstall -force
     If this command fails due to a corrupted or missing admintool, enter the following sequence of commands (press Return after each command).
     1.     launched unload -/Library/LaunchAgents/com.akamai.client.plist
     3.     rm -rf -/Applications/Akamai
     4.     rm -rf ~/Library/LaunchAgents/com.akamai.single-user-client.plist
     5.     rm -rf -/Library/PreferencePanes/AkamaiNetSession.prefPane
  4. If prompted, restart your computer to complete the operation.

USER MANAGEMENT

• How do I add users to my account?

  1. Sign in with your administrator credentials and go to MY ACCOUNT > User Management.
  2. Under ‘New User’, enter the user’s name and email address. To grant admin privileges, select the Admin checkbox.
  3. In the Associated Enterprise List dropdown, select the accounts you want to add the user to. Inactive accounts are shown in red.
  4. Click Create.

  
  

  If the user is new to TIBCO, they will receive an email to activate their account and verify their email address. If the user already has a TIBCO account, they will receive an email confirming their authorized access to eDelivery.

  
  Need further assistance? Contact us.

• Why can’t I add more users to my account?

  Each account is allotted a limited number of users who can access and download purchased software. You may want to review the list of users in your account and remove any users who have left your organization or moved into new roles. For questions, or to request additional user access, contact us.

• How do I revoke download privileges or remove a user from my account?

  As an admin, you can block a user’s download access by removing the user from accounts that you administer.
  
  Sign in with your administrator credentials and go to MY ACCOUNT > User Management. Find the user in the ‘List of Existing Members’.
  

  • If you want to revoke privileges for one or more accounts or move users from some accounts to others, click Edit and select only the accounts you want to keep for the user in the ‘Associated Enterprise List’.
  • If you want to remove the user (revoke privileges) from all of your accounts, click Remove and then click YES to confirm.

• Why don’t I see the User Management tab in my account?

  User management functionality is provided to users with admin status. To request admin status, contact the TIBCO admin with your organization.

• Where can I find a list of users for my account?

  As an account admin, you can find a list of users assigned to your account by navigating to the User Management tab under MY ACCOUNT on the TIBCO eDelivery site. Only the account administrator can access the list of users for a particular account.

• Where can I find my license keys?

  
  For Jaspersoft products:
  
  To find your license keys, sign in to eDelivery as an administrator and go to MY ACCOUNT > My License Keys. Select the product and click Download File. A .zip file containing the license key is downloaded to your browser’s download location. Alternatively, you can click the three dots icon on the right side of a product listing to open a detailed view. Here you’ll find a downloadable .zip file containing the license key.
  
  For products other than Jaspersoft:
  
  Information about license keys, tickets, and hosting credentials is included with current product download files on the eDelivery site or will be sent to you in a separate message. Not all products on the eDelivery site require a license key.

• I’m a TIBCO admin for my organization. What can I do on the TIBCO eDelivery site?

  Admins can use TIBCO eDelivery to:

  • Add and remove users
  • Resend activation emails to users
  • Send instructions for resetting forgotten passwords
  • Grant and revoke admin status

• I no longer want to be an account admin. What should I do?

  Each enterprise account requires at least one admin user. If your account has another admin user, ask that person to remove your admin privileges. If you’re the only admin user for the account, assign admin privileges to another user and then ask that user to remove your admin privileges. To manage users, go to MY ACCOUNTS > User Management.

PRODUCT & COMPONENT SEARCH GUIDE

• Here are the powerful search features available to find products on our website:

  1. Product Name Search: Search for products using their names. For example, searching for "TIBCO BusinessWorks" will return relevant products with that name.
  2. Search in Product Descriptions: Search using keywords found in short and long product descriptions. For instance, when searching for 'Cloud Foundry,' the results will include products that are deployed to Cloud Foundry and have their descriptions referencing Cloud Foundry.
  3. Search by Product Attributes: Refine your search using specific product attributes. For example, searching for part number "17000000" will show "Spotfire DecisionSite" as a relevant result.
  4. Search by Product Brand Name: Find products from a particular brand. Searching for "ibi" will display all products from the ibi brand, such as "ibi FOCUS."
  5. Active Product Display: Only active products will be displayed in the search results. If "TIBCO BusinessWorks" is an active product, it will show in the search results.
  6. Synonym Mapping: Our search system uses synonym mapping to improve search results. For example, searching for "pixima" will include results for "tibco," and searching for "crystal" will return "Spotfire." View full list of synonyms
  7. Stopwords: Common words like "and" are ignored during search, ensuring more accurate results. A search for "TIBCO BusinessWorks and Google Cloud" will be treated as "TIBCO BusinessWorks Google Cloud."
  8. Fuzzy Searches: Discover terms similar to the specified term without an exact match. A fuzzy search for "message" will return result containing TIBCO Messaging products/components.
  9. Phrase Query: Takes spaces into account, allowing slight variations and word transpositions in the search query. For example, searching for "FOCUS ibi" will return "ibi FOCUS."
  10. Operator Support: The "+" and "-" operators help refine your search further. For example, searching for "+TIBCO -Jaspersfot" will exclude "TIBCO Jaspersoft" products from the results.
  11. Special Characters: Special Characters: The search supports escaping special characters like "&& || ! ( ) { } [ ] ^ " ~ * ? : /", but it only supports the "+" and "-" operators for query refinement. For example, searching for "TIBCO BusinessWorks 6.0+" will return products greater than or equal to TIBCO BusinessWorks version 6.0.

• Utilize these features to find components effectively:

  1. Component Name Search: Find components by their names using relevant keywords. For instance, searching for "connector" will include components with that term.
  2. Component Part Number Search: Search for components using their unique part numbers. Searching for "TIBCO Enterprise Administrator Software" will display the component "TIBCO Enterprise Administrator Software"
  3. Associated Product Status: Components are displayed if any associated products are active. If any product linked to the component "connector" is active, it will be shown in the search results.
  4. Synonym Mapping, Stopwords, Fuzzy Searches, Phrase Query, and Operator Support: Similar search features to those of product search are available for components, ensuring a consistent and flexible search experience.

MORE HELP

• How do I get more help with TIBCO eDelivery?

  On any page, click the Contact Us link in the footer. In the contact form, select your topic, such as ‘Download’ or ‘Product Related’. Complete and submit the form.