Skip to Content
United States
Worldwide
Download Center
Frequently Asked Questions
Download Information and TroubleshootingQ: I am having problems starting or completing a download. What can I do?
A:
Your troubles may be related to your system, your ISP and connection to the Internet, a temporary outage within our download system, or the interaction of your system with ours. Here are some suggestions that should help:
Q: Why am I stopped from downloading and getting the message, "Your download transaction cannot be approved. Contact Customer Service."
A:
The Sun Download Center contains important safeguards to ensure
compliance with the export regulations of the United States and with
Sun's own policies regarding international distribution of software and
source code. Sun also enforces all U.S. mandated embargoes and trade sanctions with regards to certain countries.
Your account most likely was flagged for review. Please contact Customer Service with your full contact information (name, company, address, phone, email address) and the name of the product you wish to download. We will review your account and reply. Q: Why am I unable to access the SDLC?
A:
The SDLC requires SSL to protect your privacy and security. If you
seem to be "stuck" when trying to enter the SDLC, make sure your browser or
download client is set to allow SSL sessions. Also, if you are behind a
firewall and/or proxy server, please check with your system
administrator to be sure SSL sessions are allowed on your network.
Q: I'm getting errors when trying to download through a security firewall.
A:
If you experience problems trying to download from behind a security firewall, here are some options:
Q: How long will it take to download?
A:
Download times vary depending on a number of factors. The most significant is how you connect to the Internet (modem, cable, DSL, etc.). Other factors include the current level of Internet traffic and congestion, load on your ISP or corporate systems, and 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" times are generally normal business hours in the United States, Monday through Friday.)
This chart shows typical download times for a 10 Mbyte, 100 MByte and 1 GByte file. Your actual times could be faster or slower, depending on the many variables detailed above.
Q: Why did I receive a "Download limit reached" message when trying to download a file?
A:
For security reasons, and to prevent potential abuse of the download system, we must limit the number of times you can start a download and complete a download.
If you need to download a file again but have reached the limit, please start again from the referring page that brought you to the download page (usually a product page with a "GetIt," "Continue," or "Download" link on it) or from the Download Center home page. Q: I'm running out of time. Can I come back and complete a download later?
A:
In most cases, yes. There are a couple of scenarios.
Many products offer multiple individual files to download. Let's say you can only download 2 out of 5 files and need to stop. If you had to login or register for the download, there will be a record of it in your "Download History". Simply click the product name, and it will take you directly back to the download page so you can continue. Products are kept in Download History for 30 days. If you did not login or register before downloading, then we cannot track the transaction in Download History. In that case, please start the download again from the beginning, then download only the files you did not get the first time. Another scenario is downloading a single large file and not having time to finish. If you use the Sun Download Manager, it allows you to easily pause the download and resume it later, without having to start over! Q: Do I have to use the Sun Download Manager (SDM) to download from Sun?
A:
No, it is never required to use SDM. However, as SDM is extremely helpful, especially for large files, we highly recommend it. If you don't wish to use it, simply click the file name on the download page to download through your browser.
Q: Can I download software using FTP?
A:
The software on the Sun Download Center is subject to strict licensing requirements and export controls, thus various security systems are built in. These systems rely on the HTTP protocol for downloads, so we do not provide an FTP option.
Q: When I click the download link, instead of downloading the file, it gets displayed as weird looking text in the browser. Why, and how do I fix this?
A:
The reason this is happening is because the browser is getting confused about what type of data it is receiving and tries to display it instead of downloading it. In the preferences for your browser, you need to configure it to download ("save") files that have an extension like ".tar.Z" or ".jar" or ".zip" or ".exe".
A "quick fix" for this is to try one of the following, which will allow you to download the file right away:
Q: Why am I having problems viewing PDF files?
A:
For any problems viewing PDF files inside your browser, we recommend saving the file to disk instead. Try this:
Q: Do I have to back-up my downloaded software? Can I get another copy from Sun later?
A:
When you download software over the Internet, it is your responsibility to make a back-up copy of that software and keep it in a safe place. Sun is under no obligation to provide an additional copy or copies of the software at any time once your initial download completes successfully.
As a courtesy to our customers, SDLC keeps some older software on its servers for up to one year after the product is no longer generally available. If you need another copy and it is still available, please download it again. Your best bet, however, is to always keep a back-up copy of any software you download! Managing Your Sun Online AccountQ: What do I do if I forget my user name or password?
A:
First, please note user names and passwords are case-sensitive. If you think you remember your user name and password but they're not working, make sure you enter them in the exact same case as when they were created.
Next, try Sun's user name and password retrieval service. If you are unable to use the automated service for any reason, please contact Customer Service for further assistance. Include any information that will help us look up your account and verify your identity, such as:
Q: How do I change my password and/or update my registration information?
A:
Go to the Update My Sun Online Account page.
Q: How can I be sure my transactions are private and secure?
A:
The Sun Download Center values and safeguards your privacy and security. We provide 128-bit SSL (Secure Sockets Layer) encryption to protect your personal information as it travels across the Internet. SSL protection is provided throughout the SDLC.
The Sun Download Center strictly adheres to Sun's global privacy policy. Q: Why do I need to login or register in order to download certain products?
A:
There are two possible reasons. First, in order to ensure compliance with government regulations and restrictions on the distribution and export of software, it is necessary to require registration before you can download certain software.
Second, in some cases, product teams will use registration information about who downloads their software, in compliance with the Sun Online Privacy Policy. Q: Why might I have to login again after a period of no activity?
A:
We want to ensure your account remains secure, not only over the Internet, but within your office or home as well. Therefore, if you leave an active session for more than a few minutes, we may ask you to login again.
Customer and Product SupportQ: How do I get technical support for products obtained through the Sun Download Center (SDLC)?
A:
The Sun Download Center Customer Service representatives are happy to assist with download related issues and questions, but are unable to assist with software support. They are not trained to answer installation or post-installation technical support questions of any nature. Please check the product's pages on Sun's web site for support options.
You may also contact Sun's Support Services. They provide technical support for most Sun products. We also offer various online forums where you can post and review technical questions and answers. Q: How do I get customer support for Sun Download Manager?
A:
Complete installation and usage instructions are on the Sun Download Manager (SDM) Help page. Should you encounter any difficulties with SDM, please refer to the Troubleshooting and Known Issues sections for the solutions to most problems. (Note: The same content is available directly within SDM when
it is running. Simply select Help --> Online Help from SDM's menu bar.)
Q: Where can I find reviews for some of Sun's leading software product lines?
A:
For reviews of many of our leading software products, please visit Sun's product
review site.
Q: Where can I get "Java" or the "Java Virtual Machine"?
A:
If you receive notice on certain web sites or applications that you need
"Java" or "Java Virtual Machine" (JVM) or "Java Runtime Environment" (JRE) for your system, you need to download and install the Sun JRE. We make this easy! Just visit java.com for simple download and installation of Java software.
If you are a developer, you'll want to download Java development software (not just the JRE). Visit the Sun Developer Network for a complete selection of Java software and other quality developer tools. Q: How do I get StarOffice technical and installation support?
A:
Visit the Office Productivity Support Center for more information.
|
Select a Language
| |||||||||||||||||||||||||||||||||||||||||||||||||
 |
| |||||||||||||||||||||||||||||||||||||||||||||||||
