This article describes how to Download Products & Updates from the BMC Customer Support Portal

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    Customer Support Web


    Download Products & Updates - EPD => Downloads & Products => Downloads => Terms and Conditions
    Direct link:

    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 PTFs for certain mainframe and distributed solutions.) You'll find links to all these resources under the 'Downloads & Products' menu item on the Support Central dashboard as seen in Figure below.

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    Use the Product Downloads tool

    The Product Downloads (EPD) tool is the main interface for downloading products, patches, and updates from 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. Click here for details on how to download products and patches.


    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).

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    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:

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    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 like in Figure below:

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    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.

    As an alternative to the ‘Component View’, you can switch to the ‘Licensed Products View’ by selecting ‘Licensed Product’ from the ‘View’ drop down. Figure below shows the License Products View:

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    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, proceed with your download.

    Product patches

    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 as seen in Figure below:

    User-added image
    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.

    Trial Products

    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.

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    From this Figure, 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. If you do not hear from your Account Manager about your Trial, please go to to find Sales contact information.

    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.’ Figure 34 below shows the Remedy Heritage Patches page.

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    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. Figure 35 33 If you require installers or patches for older Remedy products that are no longer available on the EPD download site, please contact BMC Customer Support to request assistance. Some of these files may no longer be available as they may contain security vulnerabilities or SAP Crystal Reports libraries as detailed in this BMC Communities post.

    Download Mainframe PTFs => Downloads & Products => Mainframe Maintenance
    Direct link:

    For several of our product lines for mainframe and distributed systems, we have Product Temporary Fixes (PTFs) available. Clicking on the ‘Mainframe Maintenance’ link under ‘Downloads & Products’ will take you to a page from which you can access these and other fixes.


    You can maintain your BMC products by using the IBM SMP/E RECEIVE ORDER command.

    SMP/E RECEIVE ORDER simplifies ordering and retrieving BMC service updates, either on demand or through your scheduler. Using RECEIVE ORDER, you can:

    Request a corrective or preventive service that encompasses any of the following areas:

    • Critical—All PTFs that resolve High Impact or Pervasive (HIPER) or PTF-in-error (PE) conditions
    • Recommended—Current RSL level PTFs and all PTFs that are resolved or that resolve HIPER or PE conditions
    • Authorized program analysis reports (APARs)
    • Program temporary fixes (PTFs)
    • Enhanced HOLDDATA
    • All—All SYSMODs (PTFs and APARs), including those in candidate status

    Automate the service (via your scheduler) by running JCL on a recurring basis to identify service needs.
    Apply the system modifications (SYSMODs) to the appropriate zone.

    The following links will take you to the detailed instructions for:
    Requirements for using RECEIVE ORDER for BMC products
    To create a RECEIVE ORDER batch job
    Sample RECEIVE ORDER batch job

    Using Internet Service Retrieval (ISR)

    Use this recommended maintenance method for RSLs (or PUTs), batches of PTFs, or individual PTFs.
    You can use BMC ISR to schedule maintenance or use BMC ISR on Demand.

    BMC ISR simplifies ordering and retrieving service updates, either on demand or through your 34 scheduler. You can use BMC ISR to inventory your target libraries and generate a single request or schedule a request on a recurring basis to retrieve maintenance updates. You can use BMC ISR to:

    Request a corrective or preventive service that encompasses any of the following areas:

    • Critical fixes
    • Recommended fixes
    • Authorized program analysis reports (APARs)
    • Program temporary fixes (PTFs)
    • Verified PTFs
    • Enhanced HOLDDATA
    • A specific RSL level
    • All fixes

    Automate a service request (through your scheduler) by running JCL on a recurring basis to identify service needs
    Receive e-mail notification when your service package is ready
    Download the service package to your mainframe or to a personal computer
    Apply the service system modifications (SYSMODs) to the appropriate library

    In contrast, eFix does not offer scheduling. It accommodates downloading individual corrective maintenance, corequisites, and prerequisites on an ad-hoc basis (for example, when you receive a flash). You can query eFix to locate specific PTFs, groups of PTFs, APARs, or elements and then select any that you need to apply to your environment. However, BMC ISR offers the same functionality.

    To prepare BMC ISR

    1. Review the BMC ISR requirements discussed in Requirements for using BMC ISR.
    2. Install BMC ISR by using the Installation System. BMC ISR is automatically installed with any product that you install, or you can install it as a separate product independent of a product installation. For information about installing a product, see Starting an installation. BMC ISR is listed as the BMC Internet Service Retrieval product. BMC ISR does not require any customization.
    3. Start BMC ISR and set up initial values to accommodate BMC ISR file processing for the following items:

    • Job card
    • Data sets
    • Firewall
    • Hierarchical file system (HFS) or zSeries file system (zFS)

    For more information, see Setting up initial values for the BMC ISR jobs

    eFIX PTF Distribution

    A link on the Mainframe Maintenance web page, ‘eFix PTF Distribution Services’ will take you to the eFix interface:

    User-added image

    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'.

    Not all products are installed via EPD. Go to for more info.

    Download Products & Updates
    Page 27-35 User Guide:


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