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Support Central FAQ

 

Q: How do I Register and Subscribe to support?
A: Visit www.bmc.com and click on the ‘Register Now’ link just below the Support Login button. Enter your details as required and wait for an email confirming your registration and subscription has been processed. You will receive an email with an activation link which you will have to click in order for your registration to be completed.

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Q: I don't know my support ID, how do I get it?
A: This information is sent to the person(s) in your company who purchased your BMC  products. The Support Contract ID information along with the PIN/Password is located on the Order Confirmation Document and the Order Delivery Document. This information is communicated via email in .pdf format. If you cannot locate the provided documents, please email Customer_Care@bmc.com and include your full company name and the BMC products you are using.

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Q: I have a Temporary Support Contract ID and a Support Contract ID, what is the difference?
A: Temporary IDs are issued in the Order Confirmation Document and will have a limited time period for use. Temporary IDs allow immediate access to the Customer Support Portal and downloading purchased products. The permanent Support Contract ID, once generated, is communicated in the Order Delivery Document. If you are an existing customer, your new products may be attached to an existing Support Contract ID. Temporary Support IDs, once expired, are retired and cannot be re-used.

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Q: How do I log new support Issues with BMC Customer Support?
A: Visit www.bmc.com and click on the ‘Support Login’ button. From the Support Central page, click on the link ‘Submit New Issue’ just under ‘Issue Management’. Insert all necessary information on the issue and click Submit. Please see the Support Central User Guide for further details.

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Q: How do I download products via the BMC EPD page?
A: Visit www.bmc.com and click on the ‘Support Login’ button. From the Support Central page, click on the ‘Product Downloads, Patches and Fixes’ link and then select ‘Product Downloads (EPD)’. Please see the Support Central User Guide for further details.

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Q: I'm trying to reset my password but it isn't working, what should I do?
A: If you have tried the Password reset function on the Customer Support website and answered the challenge questions and still cannot get your password reset, please email the Customer Care team at Customer_Care@bmc.com. If you are getting these challenge questions, use the response in parentheses:

  1. "How did you get this challenge question?" (enter "Conversion" as the response, without quotes, case-sensitive)
  2. "What is your email address?" (enter your email address as the response)

They were added by default when customer User IDs were migrated automatically from our previous Customer Support portal in November 2006. 

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Q: I can't find a product I'm looking to download on the BMC EPD page, how can I get it added?
A: Make sure you have added all relevant Support Contract IDs from your company to your profile. For further details see the Support Central User Guide or email Customer_Care@bmc.com.

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Q: I'm getting error messages when trying to access the Issue Management page, what can I do?
A: Adjusting options in Internet Explorer and clearing cache can help – if these steps do not resolve the problem, please email Customer_Care@bmc.com.

Step 1: In the IE browser, go to Tools -> Options -> Advanced tab Under the ‘Browsing’ section, check the following options: Disable Script Debugging (Internet Explorer) Disable Script Debugging (Other)

Step 2: Under Internet Options -> Security Tab -> Trusted Sites -> and add http://*.bmc.com and https://*.bmc.com sites in the trusted site list.

Step 3: Make sure the setting "Navigate sub-frames across different domains" in IE on the Security tab for the internet zone you are working in is ENABLED.

Step 4: Click add and also make sure “Require server verification” for all sites is left unchecked. Click OK and you are finished with this part. Now click on the advanced tab. Scroll down and look for the boxes that say HTTP 1.1. Please check both of these boxes. Click OK.

Step 5: Clear out Temp Internet files (but not cookies) under Tools -> Internet Options OR you may try this method: Navigate to the directory: C:\Documents and Settings\\Local Settings\Temporary Internet Files and Perform a complete delete of all these files.

Step 6: Under Tools -> Internet options -> Advanced tab and make sure that the HTTP1.1 settings are enabled.

Step 7: Under Security Settings, the Active Scripting and Allow Paste Operations via Script must be enabled in order for the mid tier to work properly. To access these options in IE, choose Tools -> Internet Options. Click the Security tab, and then click the Custom Level button.

Step 8: Start with a fresh browser and type in www.bmc.com and then go to the "Support" tab and try again.

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Q: My login is my e-mail address. How do I change it?
A: If you have changed employers, you will need to re-register for access to the Customer Support website using the appropriate Support Contract ID. If you have not changed employers but your corporate email address has changed, please email Customer_Care@bmc.com with your old and new contact information. If this change has impacted your colleagues who have previously registered with BMC Customer Support, please feel free to send us a full listing of employee information that requires this change.

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Q: What browser should I use to access Support Central?
A: Our current browser support statement can be found here.

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  • support ID questions?
  • password reset?
  • profile problem?