|File Connect General Questions|
|Q: ||What is FileConnect?|
|A: ||FileConnect service allows Symantec customers to download their enterprise products as soon as they are available, rather then waiting for physical shipments. FileConnect also serves the end users for physical media shipment requests.
|Q: ||How do I access FileConnect?|
|A: ||There are multiple ways to access FileConnect:|
If you have a Serial Number
From License Management
- The FileConnect website is available at https://fileconnect.symantec.com/. Customers should first choose their preferred language site and then log in using their Serial Number..
From the Symantec Voucher Center
- Once you have registered your product, select "Download Product"
- From the FileConnect Login page, enter your serial number
From Version Upgrades
- Once your voucher has been registered, select "Order Media"
- From the FileConnect Login page, enter your Voucher Number and Customer Number
If you are an Enterprise E-Fulfillment Customer:
- Once you have registered your notification, click "Order Media"
- From the FileConnect Login page, enter your Notification ID and Customer Number
- From the FileConnect Login page, enter your Customer Number and Order Number
|Q: ||What is the uptime for FileConnect?|
|A: ||FileConnect system is desgined to be up 24x7. There are built in redundancy and HA systems. . |
Please contact Symantec Enterprise Customer Serviceif you have difficulties connecting to File Connect and also to verify if there is a planned system downtime scheduled when you were downloading.
|Q: ||Why am I not seeing all of the products that I am eligible for?|
|A: ||Both download and shipment|
|Downloading Software Questions|
|Q: ||What are the browser requirements for FileConnect?|
|A: ||Supported browsers include Netscape 6.0 and later, Firefox 1.0.7 and later, Internet Explorer 5.5 and later. FileConnect can only be used with browsers that support 128-bit encryption.|
|Q: ||Which internet connection is required?|
|A: ||To download software from FileConnect, Symantec recommends the use of high speed Internet access such as a: DSL, broadband, cable, or a dedicated T1 connection. |
If an Upgrade customer does not have access to a high speed Internet connection, and has not already received a CD, they may request a CD through FileConnect up to 12 weeks after the version has shipped.
|Q: ||Which download methods are available from FileConnect?|
|A: ||Currently Symantec offers two download methods on FileConnect:
- HTTP Download does not require an applet to be installed or the FTP port to be opened for the download.
- Managed (FTP) Download requires you to install Sun Java 2 Standard Editionâ¢(J2SE) 1.4.2 or later client which comes standard with most browsers.
|Q: ||What does FileConnect require for the Managed download?|
|A: ||Managed Download requires you to install Sun Java 2 Standard Editionâ¢ (J2SE) 1.4.2 or later client which comes standard with most browsers.|
|Q: ||Does FileConnect use a standard FTP port for the Managed Download?|
|A: ||FileConnect uses Port 21 to download product upgrades.
Note Symantec recognizes that opening any firewall port can be a security risk for your network. Port 21 is a standard port for FTP traffic. If you want to maintain a secure network environment with regards to FTP, you may want to either open this port for this download only, or download using the HTTP protocol.
|Q: ||I have the Sun Java 2 Standard Edition (J2SE) client installed and Port 21 is open but I cannot download.|
|A: ||Your first alternative is to try the download using the HTTP download method. If the HTTP download fails as well, contact .|
To troubleshoot the managed download issue, we request that you include a screen shot of the Java Console from your browser. To collect the screen shot using Internet Explorer, click on the Tools menu and select "Sun Java Console" in Internet Explorer. The screen shot of the Java Console should be taken after the error message appears. In addition to the screen shot, please include a copy of the Java Console log file.
|Q: ||When using the Managed Download Method, what can I do if I get a "Transfer Failed" error?
|A: ||You may try the download again, or use the HTTP download method. If the HTTP download fails as well, contact Symantec Enterprise Customer Service.To troubleshoot the managed download issue, we request that you include a screen shot of the Java Console from your browser. To collect the screen shot using Internet Explorer, click on the Tools menu and select "Sun Java Console" in Internet Explorer. The screen shot of the Java Console should be taken after the error message appears. In addition to the screen shot, please include a copy of the Java Console log file.
|Q: ||I am having problems starting or completing a download. What can I do?|
|A: ||You may be experiencing issues related to your system, your ISP and connection to the Internet or the interaction of your system with ours. Here are some suggestions:
- Make sure you are using IE 5.x or Netscape 6.0 or higher.
- If downloading through a firewall or proxy server, contact your system administrator to make sure downloads are allowed through the firewall and that your system is configured properly to allow downloads.
- Make sure you have plenty of disk space.
- Wait, then try again. Intermittent problems happen regularly on the Internet for a variety of reasons. You may have much better success if you close your browser completely, wait a while, restart the browser, clear your browser cache completely, then try again from the beginning.
|Q: ||What do I do if I get a display of odd-looking text in the browser?|
|A: ||You'll need to check your browser's preferences. The browser may be getting confused about what the data is and how to display it or download it. In the preferences for your browser, you need to configure it to download files that have an extension like .tar.Z or .tar.gz or .zip or .exe. To do this, you need to associate an extension with a MIME type. Here are some of the common ones we use: :
| Usual Extension
|Q: ||Is any special software required for downloading?|
|A: ||Our downloads require Netscape 6.0 and later, Firefox 1.0.7 and later, Internet Explorer 5.5 and later. (with 128 bit encryption). If you are experiencing consistent problems, please make sure you have the latest version of your chosen browser. Also, please verify that you have the latest extractor software, such as WinZip (http://www.winzip.com/) or PKZIP (http://www.pkware.com/). Please note that Symantec Corporation does not endorse and cannot provide support for any browser or extractor software.|
|Q: ||How long will it take to download?|
|A: ||Download times vary from product to product and depend on several factors. Symantec Corporation has provided you a download table on the site to review file sizes and expected times to download based on the size of your file and the bandwidth you are receiving it on. Other factors will include Internet traffic, load on your ISP or corporate systems, and the load on our servers. If your download appears to be running slower than it should, try again at another time or off-peak hours. (Peak hours are during normal business hours, Monday - Friday).|
|Q: ||Can I download software using FTP?|
|A: ||Yes, only if you are using Managed download option. FileConnect uses Port 21 to download product upgrades. .
Note: Symantec recognizes that opening any firewall port can be a security risk for your network. Port 21 is a standard port for FTP traffic. If you want to maintain a secure network environment with regards to FTP, you may want to either open this port for this download only, or download using the HTTP protocol .
|Q: ||Why do I get a browser error about servers or hosts being unknown?|
|A: ||File Connect software download support Netscape 6.0 and later, Firefox 1.0.7 and later, Internet Explorer 5.5 and later. (with 128 bit encryption).|
|Q: ||Will I be charged for each additional download I complete?|
|A: ||No. Your support agreement with Symantec Corp. allows you to receive your updates at no additional cost.|
|Q: ||Who can I contact for Support with any issues I am having with the Download?|
|A: ||Please contact the FileConnect Symantec Enterprise Customer Service team for any download-related issues you may have.|
|Q: ||Where can I find additional product information?|
|A: ||Please see the documentation in each product for installation information and other instructions. This information can also be found on the product sites at Symantec.com|
|Q: ||What Symantec products or product lines are available on FileConnect?|
|A: ||New products will continually be added to FileConnect until they are all available.|
|Legal and Security|
|Q: ||What measures are taken to protect the privacy of my transactions and information?|
|Q: ||Where can I read legal agreements for this site?|
|A: ||Different legal agreements are available throughout the FileConnect. You will be required to accept certain ones depending on the activities you wish to perform.|
|Q: ||What if the file available for download is for an incorrect product or version?|
|A: ||Please contact Symantec Enterprise Customer Service for more information on how to download the correct product from FileConnect.