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Electronic Software and License Delivery

FAQs

... About the SubscribeNet Service

... About SubscribeNet Accounts and Members

... About Account and Member Management

... About Your Entitlement

... About Licenses

... About Subscriptions

... About Downloading Products

 

... About the SubscribeNet Service

What is the SubscribeNet Service?

SubscribeNet is an online software and license delivery, update, and management service that provides you easy access to the latest versions of your software and licenses.

You will receive an email notification any time there is a new release or upgrade for any of the products you own. SubscribeNet then allows you to download your software or order media from your own personal website 24 hours a day, 7 days a week. You also have access to previous software and license versions, depending on your entitlement dates.

Licenses required to install or run your software are available for generation and/or download.

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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 gives you immediate web-based access to your software and required licenses, and simplifies much of the complexity inherent in the business software lifecycle.

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Who is eligible to receive the SubscribeNet Service?

Your organization is eligible to receive the SubscribeNet service as part of your product or Software Maintenance Agreement purchase.

For more information about eligibility, please contact Support.

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How does it work?

Your account and login are created from your Software Maintenance Agreement Subscriptions or for Licenses, through the Registration Page using an authorization code. Within this account, you have access to your entitled software and licenses.

When new software versions become available, you will receive an email notification that the software and any required licenses are available for download or media ordering. The email notification includes a link directly to your software. You then have several download options from which to choose.

Is there a SubscribeNet User Manual?

The SubscribeNet User Manual can be found by clicking the 'User Manual' button on the left-navigation bar within the 'Information' section.

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Who do I contact for SubscribeNet Support?

SubscribeNet and other support contacts can be found by clicking the 'Support' button on the left-navigation bar within the 'Information' section.

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... About SubscribeNet Accounts and Members

What is a SubscribeNet Account?

A SubscribeNet Account is typically a company or a department within a company. An account has one or more members and is entitled to a set of software and/or license products.

Each member of an account has access to the software and licenses entitled to the account.

Each account is secure in that members only have visibility within their account(s).

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How is a SubscribeNet Account created?

For Licenses and Subscriptions, an account is created through the Registration Page using an authorization code.

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What is a SubscribeNet Member?

A SubscribeNet Member is an individual who has been granted access to an account and the account software and license entitlements. Access can be granted several by the following:

  • For Licenses and Subscriptions, this is the contact entered in the Registration Page form when creating an account and login using an authorization code
  • A member can be added to an account by an account administrator

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What is a SubscribeNet Account Administrator?

A SubscribeNet Account Administrator is a permission that enables a member of an account to maintain account members. An account administrator can:

  • Add new members to the account
  • Inactivate or reactivate a member of an account
  • Add or revoke the account administration permission for a member
  • Modify the contact information (address and phone number) for a member.
For a Software Maintenance Agreement (SMA) account, there is no account administrator as these accounts are maintained by SubscribeNet Support. For license pool accounts, the person who used the Registration Page to create the account and login is the initial account administrator.

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How does SubscribeNet Registration work?

For license and subscription products, a Registration Page is available that is used to create a new account, a member login, and the account license pool. The following information is required for registration:

  • A valid authorization code
  • A Company and Department name
  • Contact information (address, phone, and email)

After registration, your new account name and the product entitlement from your authorization code will be displayed along with instructions to login. If you are a new member to SubscribeNet, you will be sent a SubscribeNet Welcome email with your login and password.

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On the Registration Page form, what is a department and why is it required?

The name of a new account created by the Registration Page is the combination of company name and department separated by a comma (company,department). This allows separate accounts and license pools to be created for departments or labs within company buildings or across sites.

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Why does registration require an address and phone number?

Company, contact, and address information is required to perform a Denied Parties List screening required by the U.S. Government. This ensures SubscribeNet does not deliver software to countries, companies, and individuals listed on the U.S. Government Denial Lists.

This contact information is also used to pre-fill a software media ordering form with shipping information to facilitate ease of ordering.

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Why did I not receive a welcome email after registration?

There are several possible reasons why you did not receive a welcome email after registration.

  • The email was typed incorrectly and the email bounced.
  • The email was rejected by your email system.
  • You were already a member of another account. SubscribeNet does not send welcome emails if you already have a login and password.

To resolve your email problem, contact Support.

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... About Account and Member Management

I am not the right person to get email notifications. How do I designate someone else?

If you are the 'Account Administrator', you can add the appropriate people to your account. To add new members, click the 'Account Members' button on the left-navigation bar within the 'Administration' section. You will be able to add new members with the option of making them Account Administrators.

If you are not an Account Administrator, you can send a request to your administrator to add another user. Administrators have a yellow flag next to their name.

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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, click on the 'Account Members' button on the left-navigation bar within the 'Administration' section. If you are an administrator, you will be able add new members with the option of making them Account Administrators.

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. Administrators for your account have a yellow flag next to their name.

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How do I change my login/email address?

A member login/email cannot be changed using SubscribeNet. To change your login/email, please contact Support.

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How do I change my address and phone number?

To change your account profile address and phone number, click on the 'Your Profile' button on the left-navigation bar within the 'Administration' section.

An Account Administrator can also change address and phone number information by clicking the 'Account Members' button on the left-navigation bar within the 'Administration' section. On the 'Account Members' page, click the member name to open a form for editing.

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How do I change the name of my account?

An account name cannot be changed using SubscribeNet. To change your account name, please contact Support.

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What are Product Preferences and how do they work?

The Product Preferences feature allows you to opt in/out of update notification emails by product. Additionally, you can define which products you wish to have included or excluded as you navigate the site for downloading. By default, update notification emails will be sent for all your products, and all will be viewable as you navigate the site.

To change your product preferences, click on the 'Product Preferences' button on the left-navigation panel within the 'Administration' section'. To opt out of receiving update notifications for a product, uncheck the checkbox in the Email column. To exclude a product from your display, uncheck the checkbox in the View column. Note that you cannot receive emails for products that you cannot view. Therefore, if you uncheck View, Email is automatically unchecked. If you check Email, View is automatically checked.

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... About Your Entitlement

What is an entitlement?

An entitlement is a set of software and licenses that are available to an account. An entitlement can be a Software Maintenance Agreement or a license pool.

  • Software Maintenance Agreement
    SubscribeNet provides software delivery to customers with Software Maintenance Agreements (SMA). For each software product supported on an SMA, the account entitlement will display an entitlement line. Your entitlement line effective and expiration dates are based on the original SMA start date and latest end date from your SMA renewal.

  • License Pool
    A license pool contains licenses and software subscriptions and is created when using an authorization code and the Registration Page to create an account and login. The authorization code used during registration creates the account license pool and its product becomes the first product added.

    After logging in to your account, you can register additional authorization codes to add licenses, subscriptions, and subscription renewals to your account license pool.

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Where can I find my entitlements?

Click the 'Entitlements' button on the left-navigation bar within the 'Software' section. To view entitlement details, click the 'Entitlement Number' link.

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What is an authorization code?

An authorization code entitles one or more license or subscription products and quantities. When an authorization code is registered, the corresponding license or subscription products and quantities are added to your account license pool.

Within each lavender envelope received from your order shipment, you will find a sticker printed with an authorization code.

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How does authorization code registration work?

To register an authorization code, click on the 'Register Authorization Code' button on the left-navigation bar within the 'Licenses' section. Enter one or up to ten authorization codes separated by semicolons. After registration, each authorization code will be displayed with a list of its products and quantities that have been added to your account license pool.

To view your license pool, click the 'Entitlements' button on the left-navigation bar within the 'Software' section. Then click the 'Entitlement Number' link for your license pool and your entitlement lines will be displayed.

A given license product in the license pool is displayed on one line, with its effective and expiration dates set to the date of first registration. As addition authorization codes are registered for the given product, the entitlement line quantity is incremented and the expiration date is changed to the date of the last registration.

The registration of authorization codes with a subscription product sets the subscription product effective date to the date of registration and the expiration date to the date of registration plus one year. The registration of an authorization code with a subscription renewal will extend the existing expiration of the subscription product by one year from the registration date, or to a fixed expiration. For additional information on the registration of subscriptions and subscription renewals, please see the FAQs for Subscriptions.

For those entitlements that include software, the expiration date determines the availability of software and license versions.

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Where can I get older 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. When there is a new version of your software it will be displayed on the Product Information page. Older versions are accessed from a separate tab on the Product Information page.

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Why can't I see my recent Software Maintenance Agreement on the Entitlements page?

The Entitlements page is updated daily, but it may not have been updated since your Software Maintenance Agreement was processed. Please check back later to see the updated information on the Entitlements page.

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... About Licenses

How does Licensing work?

A license enables software functionality and is locked to a computer Host Name and/or Host ID where the software is installed.

For OpenLAB, a Licensing Overview is available in the installation documents (CDS_LicenseInstallationGuide*.pdf). The default folder is C:\Program Files\Agilent Technologies\OpenLAB User Documentation\Docs.

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What is the difference between an authorization code and a license?

An authorization code is not a license, but represents the entitlement to a license. When an authorization code is registered, it adds one or more license entitlements to the license pool of your account, and from this license pool, licenses can be selected and generated for a license host. The generated licenses are available within a license file that can be downloaded and installed on the license host.

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How do I generate licenses?

  • Click on the 'Generate or View Licenses' button on the left-navigation bar in the 'Licenses' section. This will display the 'Generate of View Licenses' page where you can select licenses to generate.

  • On the 'Generate or View Licenses' page, a box is displayed for each license in your license pool. Within a box, a checkbox appears to the left of the license product description if it has a quantity available. Select one or more license products and click the 'Generate' button.

  • OpenLAB
    For each selected license displayed on the 'Generate Licenses' page, enter a quantity in the 'Enter the Number of Licenses to Generate' field. Then enter the Server Host ID (MAC Address) and the Host Name and click the 'Generate' button.

  • Genomics
    For each selected license, a quantity of one will be displayed. Per the page instructions, enter the appropriate Host ID or Host Name and click the 'Generate' button.

  • Your generated licenses will be displayed on the 'View Licenses by Host' page. Click the 'Download License File' button to download the file for your license host.

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How can I generate and add more licenses to an existing host (OpenLAB only)?

  • Click on the 'Generate or View Licenses' button on the left-navigation bar in the 'Licenses' section.
  • Select the licenses you want to add and click the 'Generate' button.
  • For each license, enter the number of licenses to generate.
  • Use the 'Select an Existing License Host' pulldown to select the existing host and fill in the license host information. Then click the 'Generate' button.
  • The previous and additional licenses will be consolidated and displayed. Click the 'Download License File' button to download the file and replace the existing license file on your license host. (From the OpenLAB Control Panel ⇒ Administration ⇒ Licensing: Add license file)

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During license generation, I typed incorrect information. Can I return the licenses and start over?

Yes. You can return the licenses to your license pool and regenerate using the correct information. You can return one or more individual licenses or you can return all licenses for a license host.

To return one or more individual licenses:

  • Click on the 'Generate or View Licenses' button on the left-navigation bar in the 'Licenses' section.
  • For each license box, click the 'View Details' button to display license generation details.
  • For those licenses incorrectly generated, click the 'Return' button. This will return each license to the license pool.
  • If the 'Return' button is not displayed next to your license, you will need to contact support to request additional returns.
  • When all licenses have been returned, you can now regenerate with the correct information.

To return all licenses for a license host:

  • Click on the 'Manage Licenses by Host' button on the left-navigation bar in the 'Licenses' section.
  • Select your license host by entering the Host ID or Host Name. You may also select your license host using the Existing Hosts pull down.
  • Click the 'Return All' button. This will return all licenses for the license Host to the license pool for redeployment.
  • You will receive a confirmation email on the successful or unsuccessful returns. If unsuccessful, you will need to contact support to request additional returns.
  • When a successful confirmation email has been received, you can now regenerate licenses for the new license host.

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How do I move licenses to a new license host?

You will need to return the licenses generated for the old license host and then regenerate the licenses for the new license host.

  • Click on the 'Manage Licenses by Host' button on the left-navigation bar in the 'Licenses' section.
  • Select your license host by entering the Host ID or Host Name. You may also select your license host using the Existing Hosts pull down.
  • Click the 'Return All' button. This will return all licenses for the license Host to the license pool for redeployment.
  • You will receive a confirmation email on the successful or unsuccessful returns. If unsuccessful, you will need to contact support to request additional returns.
  • When a successful confirmation email has been received, you can now regenerate licenses for the new license host.

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My PC Host crashed. How do retrieve my license file?

If the restored PC Host has the same MAC Address and/or Host Name, you can:

  • Click on the 'View Licenses by Host' button on the left-navigation bar in the 'Licenses' section.
  • Select the host that crashed and click the 'View Details' button.
  • On the 'View Licenses by License Hosts' page, click the 'View Details' button.
  • Click the 'Download License File' button to download the license for the host that crashed.

For nodelocked licenses, you can:

  • Click on the 'Generate or View Licenses' button on the left-navigation bar in the 'Licenses' section.
  • Find your license and click the 'View Details' link.
  • Check the checkbox on the far right of the 'View Details' area and click the 'View' button.
  • Click the 'Download License File' button to download the license for the host that crashed.

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Where can I find more help on licensing?

Click on the 'User Manual' button on the left-navigation bar in the 'Information' section. Then click on the 'Licenses' link.

Licensing terms are also defined in the 'Glossary' at the end of the user manual.

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... About Subscriptions

What is a subscription?

A Subscription entitles your account to the latest software and license versions for a given product.

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How do subscriptions work?

When a subscription authorization code is registered, the subscription is added to your license pool and listed just before its related product. For example, "M8601AA OpenLAB CDS ChemStation - Subscription" would appear in your license pool before "M8301AA OpenLAB CDS ChemStation", its related product.

The registration of a subscription authorization code sets the subscription expiration date and the expiration date of its related product to one or more years from the date of registration.

You must login to SubscribeNet to register a subscription authorization code.

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How do subscription renewals work?

The registration of a subscription renewal authorization code extends the subscription expiration date and the expiration date of its related product by one or more years from the date of registration, or to a fixed expiration date, depending on the type of renewal purchased.

You must login to SubscribeNet to register a subscription renewal authorization Code.

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... About Downloading Products

What is included in the file that I download?

Each downloadable file is described on the 'Product Information' Page. In some cases the file that you download may be an image (.iso file) of the media. It also may consist of several files "zipped" together.

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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.

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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.

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How are files transferred?

SubscribeNet offers two ways for you to download your software: HTTPS and a 'Bundled Download' using Download Manager software.

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Can large files be downloaded internationally?

Yes. Downloading internationally is very straightforward, as all downloads are available from multiple Akamai servers located worldwide. This ensures customers receive downloads through the fastest route possible.

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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 complete address in your profile. A Post Office box on Your Profile is not acceptable to download domestic software. You can change your profile by clicking on the 'Your Profile' button on the left-navigation bar within the 'Administration' section. If you still feel that you should be able to download software but cannot, contact Support.

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How do I use the Download Selected Files feature on the Download Page?

To use the 'Download Selected Files' feature, click the checkbox for the files that you wish to download and then click the 'Download Selected Files' button at the bottom of the page. The Download Manager software will manage the downloads. All files will be saved to the Downloads folder on your machine.

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How do I know if my file downloaded completely?

Most download clients explicitly let you know if the download succeeds or fails.

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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.

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.

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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.

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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.

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