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Daniel Nashed


    HCL Support and Software Download

    Daniel Nashed  1 August 2019 10:52:32

    After HCL took over from IBM the first weeks have been a bit challenging.
    Creating support tickets and the takeover of existing open and recently closed support tickets worked quite well in most cases.
    But still I get questions from customers how to access the HCL support website and to register.

    Software Download

    The software download is a separate portal, because HCL is using FlexNet for software download.
    You have to register a separate account with the same name.
    In the beginning I had issues registering and my entitlements haven't been there. So I wasn't able to see software.
    But we finally got it solved when we found the root causes.

    Also HCL got all the data and software at day one and they are adding the software step by step.
    They are also improving the experience for the support portal and will provide a tips & tricks document soon.
    But let me give you some trips in advance which might help you.

    We had a telco with the responsible team at HCL for the downloads. They are looking into all the feedback and take it as priority.
    But let me share some current information.

    IBM Passport Advantage still works

    For customers the IBM Passport Advantage software download should still work!
    All the software should be still there -- I checked a couple of current software downloads.

    Partner Download doesn't have all the current software any more

    For partners who got the value pack IBM removed some of the current software and there isn't a new download yet.
    But the partner team at HCL is working on it and we will get a solution this month.

    What should you do today

    Customers should register to both portals. The support portal and the download portal.
    I had some issues with the software portal URL and you should only use the one listed in this blog post!
    The password reset emails had a different URL listed, which does not work for login from external.

    To register to the support portal and to the FlexNet software download, you have to use the password reset functionality for both.
    You should have got a welcome message and HCL registered existing IBM customers with their primary email addresses listed.

    So after the password reset you should see your existing cases and be able to open new cases.
    I just have done that with a customer and also hist contact data was there. But you should review and update your profile!

    In case you cannot register to the FlexNet download site, open at ticket in the support portal for software download issues.
    They have a team looking into those kind of issues separately.

    Here are the two URLs you will need:

    HCL Support:

    HCL Software Download:

    The software is still being uploaded. It takes some time because of the new system. HCL is working on the most current software first. And if you need something, that is not listed you can open a ticket.
    I would personally have a look into the new software portal and see if all your licensed software is listed.
    But for now continue to work with IBM Passport Advantage and Fixcental.

    HCL is looking into our feedback how to improve the software search and download experience.
    But with some tips it works well today.

    Searching for Downloads

    You can select different categories of software depending on your licensed products.
    But if you really looking for a specific file, you can use the search. The search also works for the product codes we had on the IBM side.

    Under Download/Search you can search for software. But you have first to switch from "Download Packages" to "Files".

    From what I figured out so far the search is a OR search and I am sometimes getting odd result sets.
    We have asked for a description and best practices for searches and how we can narrow down searches.
    Detailed instructions will be added to the main start screen as a support document. There will be tips and search instructions.

    But you should find software by description and product code already.

    Checksums for Downloads

    I was missing the checksums for the downloads and finally found them by clicking on the "+" of the download. This opens details for the download and shows a MD5 and SHA256 checksum on the right.

    There are ongoing enhancements to the support portal and they looking into our feedback.

    It might take some weeks until everything is fully available. But also as we have seen in other areas, HCL is really keen on feedback and puts it into action items.
    Yes the first days have been somehow "bumpy" but there are improvements every day.

    You can expect that I post detailed information about how to download Notes/Domino/Traveler updates as soon as they appear.

    -- Daniel



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