Download Products & Updates
Once you've purchased a license for a BMC product, you can download patches, updates, as well as the product itself directly from the BMC website.
For most of our products, this is done using the Product Downloads (EPD) tool. (Though there are some exceptions, like patches for older Remedy products and mainframe solutions.) You'll find links to all these resources under the 'Downloads & Products' menu item on the Support Central dashboard.
Use the Product Downloads tool
The Product Downloads (EPD) tool is the main interface for downloading products, patches, and updates from BMC.com. You will need to be logged into Support Central to access the EPD. Under the ‘Downloads & Products’ menu item, click ‘Product Downloads (EPD).’
This will take you through a couple of initial screens before bringing you to the EPD interface itself. First, you may see a screen announcing new features or browser support notes for the most recent release of EPD. You can click the Remind Me Later button to see this screen every time you log in, or the Do not Remind Me Again button to dismiss the notification.
The next screen is the ‘Export Compliance and Access Terms.’ On this page, you’ll need to enter your country and company name, as well as read and agree to the Export Compliance and Product Access Terms. Once you’ve read and selected both ‘I Agree’ boxes, you can click the Continue button.
In the sections below, we’ll walk through each page of the EPD interface.
NOTE: If you need more in-depth help using the EPD, refer to the EPD user guide.
If this is your first time logging into the EPD, you’ll be automatically taken to the EPD Profiles page. (You can always click the ‘Profiles’ menu link in the navigation bar to come back to this page.)
On this page you’ll need to set up at least one profile for your environment, by selecting your platform preferences.
First time users will start by creating a Master Profile. Leave ‘Master’ in the ‘Profile Name’ text box (1), and scroll down to the ‘Profile Filter Preferences’ list (2). Check all of the platforms (3) you use in your IT environment, and click the Save Profile button (4).
You can always come back to this page to create additional profiles. Simply enter a name for the new profile, click the Create New Profile button, select the platforms, and click the Save Profile button.
Once you have at least one profile set up, click the ‘Licensed Products’ menu link to start using the EPD.
Licensed Products (Component View/Licensed Products View)
Once you’ve set up a profile, you’ll be taken to the ‘Licensed Products’ page. From now on, when you log in to the EPD, this page will come up first, serving as the EPD homepage.
You have two options for how you view this page - ‘Component View’ or ‘Licensed Product View.’ You can switch between them by selecting one or the other from the ‘View’ drop down.
Since ‘Component View’ is the default, we’ll start there.
Using ‘Component View’ allows you to search all of your BMC products by component. Since many of our product suites contain many components, this view makes it easy to track down the precise product you’re looking for as quickly as possible.
Using the tabs in the left-hand sidebar (1), you can filter your list either by product name and category (2), or by support contract ID (useful if you have more than one). Select your filter criteria, and then click the Go button (3) to filter your list.
Click on any product name to open up a product detail window.
At the top of this window you can filter your results by product version or by the platform (1) you’re running it on. The tabs below are home to the different types (2) of downloads available for the selected product:
- Products - Click this tab if you need to download the product itself.
- Patches - Click this tab to download any patches available for the product.
- License Information - Click this tab to download a Word document with licensing information for the product.
- Documentation - Click this tab to download offline versions of the product’s documentation.
- Product Compatibility - Click this tab to be taken to the product’s page in the Solution and Product Available and Compatibility (SPAC) utility.
You can click on a single item to begin the download immediately. Otherwise, click the ‘Select’ checkbox in the left-hand column and click one of the two buttons at the bottom of the window:
- The Download (FTP) button (3) will send an email containing download information to the address associated with your Support Central account.
- The Download Manager button (4) will open up a web-based application that will assist you in downloading your selected files to a specific location.
As an alternative to the ‘Component View’, you can switch to the ‘Licensed Products View’ by selecting ‘Licensed Product’ from the ‘View’ drop down.
This page lists the same information as the ‘Component View,’ but it’s all organized into a single, expandable file tree. Type the product name into the ‘Find’ text box (1) and click the Go button (2).
Find the product you want in the list, and click the + button to expand it. You’ll see a list of available versions. Expand the version you want, and click the check box next to the items you want to download. With the boxes checked, click either the Download (FTP) button (3) or the Download Manager button (4), same as above.
If you’ve come to the EPD looking for product patches, you don’t have to wade through the ‘Licensed Products’ tab to find them. Instead, just click the ‘Product Patches’ menu link.
This page works exactly the same as the ‘Licensed Product’ view, but it will only show you patches available for each product suite.
Select a patch from the table to see a summary of the patch and details on the problems it resolves at the bottom of the page. You can search for a specific patch on this page using the ‘Find’ text box.
The last tab on the EPD site, allows you to request a trial for certain products. Click on the ‘Trial Products’ menu link, and then click on the Request a Trial button.
From here, you can search for the product you’d like to try out. Just check the box next to it and click the Continue button. On the next screen you can review your selections and then click the Submit Trial Request button.
It may take up to 72 hours for your request to be processed. Once it is processed, you’ll need to add your Trial Support ID to your Support Central user profile, and then return to the ‘Trial Products’ page. At that point, a ‘Download Approved Trial Products’ link will appear. Click it to begin your product download.
Patch older Remedy products
Most product patches are accessible using the EPD (as described in the section above), but the patches for older Remedy products are only available from the ‘Remedy Heritage Patches’ link under ‘Downloads & Products.’
If you know the number of the patch you’re looking for, type it into the ‘Patch #’ text box (1). Otherwise, search for patches by entering the product name and version you’re trying to patch (2), and clicking the Search button (3).
Your results will appear in the table. Scroll until you find the patch you’re after, select it from the list, and click the Download Patch button at the bottom of the screen.
Download Mainframe PTFs
For several of our product lines for mainframe and distributed systems, we have Product Temporary Fixes (PTFs) available. Clicking on the ‘Mainframe PTFs’ link under ‘Downloads & Products’ will take you to a page from which you can access these and other fixes.
The top link on this page, ‘eFix PTF Distribution Services,’ will take you to the BMC PTF distribution tool.
From the eFix interface, you can search for the fix you need according to your server environment (1), the type of fix you’re after (2), or the product name and version (in the ‘Search Arguments’ text box (3)).
Leave the ‘Browser’ option (4) selected to have your search results appear in your browser window, and click the Search button. Select your fix from the list and click the Download selected PTFs on this page button to download it.
If your PTF is not available via the eFix interface, you may be able to access it from our secure FTP sites. Go back to the ‘Mainframe PTFs’ landing page and click the link to the FTP site instructions. You can also just click on the ‘FTP Sites’ link under ’Downloads & Products'.