Enterasys - Secure Networks

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Where To Obtain Support

We realize that you may need firmware immediately. Enterasys' 24 hour Global Technical Assistance Center can make firmware images available via the Enterasys File Exchange or the Anonymous FTP site, regardless of any ongoing problems with your LANCare Web Account. For assistance, email lancare@enterasys.com for a quick response.

Customer Troubleshooting Chart and FAQ

You Had a Problem With... What This Means What You Can Do
Creating an account:
"Incorrect Contract or Credentials" message after creating new web account.		 1. The contract number you entered () was not recognized, or...

2. The credentials you provided (street address and city) do not match the information in our database.		 Please realize that new contracts are not always immediately available to the Availability/LANCare web database.

Fon non-critical issues and 24 business hour response, email lancare@enterasys.com.

For mission critical help please contact the Global Technical Assistance Center 24 hours a day via the toll free support number.
Logging in to an account:
Authorization Failed dialog box, followed by "401 Unauthorized" error after clicking Cancel.		 You have not provided sufficient credentials for us to authorize access to this page. You must provide a valid user name and password for an account with sufficient authorization. 1. Try again to eliminate typos: don't substitute the digit 0 (zero) for the letter O; check for correct case and punctuation; do not use leading or trailing spaces.
2. Could other contacts have changed the password?
3. Your contract may have expired.
4. Email lancare@enterasys.com for further assistance.
Accessing Firmware:
"403 Access Denied" error when attempting to download specific images.		 Group Access is not properly configured. Please contact our support team to update your access or email lancare@enterasys.com for further assistance.
Accessing Firmware:
"404 - File Not Found" error when attempting to download specific images.		 The file or page is missing or broken, or we have made changes to our web site and your bookmarks are old. Delete existing bookmarks to the download or firmware pages, clear your browser's cache (see Frequently Asked Questions) and revisit http://www.enterasys.com/download/. Click the Reload (Netscape) or Refresh (Internet Explorer) button and create a new bookmark.

If you are still unable to download software or firmware, email lancare@enterasys.com for further assistance.
Notification Issues:
Not all contacts receive the automated announcement of new firmware.		 Most likely an email address was entered incorrectly in the Profile, or there could be a problem finding that person at your email server. From the Web Account Administration page, select Change Your Account Profile. Make sure that ALL fields are filled in for each contact. Check with your MIS helpdesk to eliminate email problems at your end.
Cannot See Specific Firmware Version
You do not see the latest version of firmware that Support claims has been posted.		 Sometimes, Enterasys Support will see a firmware version posted that a customer claims they cannot see. There is nothing wrong with the web account. Most likely this is a browser cache or ISP cache problem. You should clear memory cache on your workstation, usually through Preferences, and delete the relevant bookmarks, if any. Also, if the your ISP is providing caching capabilities, the latter will not work and the ISP will need to clear its cache for you to see updated pages. Consult with your Help Desk for further assistance.
Your Contract Has Expired!
Contracts automatically expire on the termination date.		 Your contract may have expired. Or, a delay in data entry in the renewal process has led to expiration. Or, the expired products have been recently renewed under a different contract. Enterasys is moving towards automatic renewal of service contracts, which should alleviate these issues. Call the Global Technical Assistance Center 24 hours a day via the toll free support number. The GTAC engineer will offer to call your Support Services Representative to verify support. If support is verified, the web account can be re-activated while you wait. If support cannot be verified, the GTAC engineer will explain the status of your account and recommend that you speak directly with the Support Services Representative.

Frequently Asked Questions and Answers

  1. I successfully created my account, but did not receive a password?
    When you create your web account, a password is automatically generated and emailed to the three contacts specified on the account. Beware that if an email address is entered incorrectly, that contact will not receive the password. The mail message will be from lancare@enterasys.com and for security reasons will say only (for example) "Your password is sFd43Hzy". If you do not receive the password email     lancare@enterasys.com to confirm your email address.

  2. How can I change the password?
    Once you receive the first password from lancare@enterasys.com, you can access the LANCare Web page and select the Account Administration link to change the password. Your new password must contain at least six alphanumeric characters, and at least one number and one letter.

  3. I have forgotten my account password. How can I reset it?
    If you have forgotten your LANCare Web account password, then you may call the Global Technical Assistance Center or email lancare@enterasys.com to reset your password. For security reasons we can only accept requests to reset passwords from the contacts listed on the Account Profile. Once the account password has been changed, you may get an Authentication Failed message on the next page you visit. Type in your new password there.

  4. One of the contacts listed on the account has left my organization. How do I have him/her removed?
    If you have the LANCare Web account password, you can select Change Your Account Profile (contacts) in the Account Administration page. If you do not have the password, call the Global Technical Assistance Center, or email lancare@enterasys.com for further assistance. Once reset, you can change the Account Profile.

  5. How can I add more users to the profile list?
    You can't. Three contacts is the limit. Any more and it would be unwieldy to manage.
    However, we recommend the following as an ideal workaround:

    • Ask your MIS email administrator to establish one email alias at your mail server, and configure it to copy an incoming message to all the recipients within a given list established by you. Such an alias may already exist for users in, say, a department, and can even encompass other sites.

    • Then enter this email address in your account profile as either the secondary or tertiary contact. Please do not use this for the Primary Contact.

    • If this is not an option, ensure that at least one LAN manager on each work shift is listed in the profile so you have a 24 hour staffing coverage to receive password changes and notifications of new firmware.

  6. I am denied access to some product firmware (Error 403 Access Denied); how can I add these products?
    Please contact our support team to update your access or email lancare@enterasys.com for further assistance.

  7. When I select specific product or the actual zip file I get an "Error 404 - File Not Found" message?
    The file or page is missing or broken, or your bookmark is old, or this is a browser related problem. We may make changes to the directory structure or the HTML code in our web pages from time to time that will obsolete old bookmarks.

    To ensure that your browser is not looking at old URLs, clear the "cache":
    • Delete any bookmarks to the Enterasys download or firmware pages.
    • For Netscape, select Edit|Preferences. In the scrollable window to the left, select Advanced to expand the selections, then select Cache. To the right in this window, click on the "Clear Memory Cache" and the "Clear Disk Cache" buttons to completely clear the cache. Return to your Netscape session and revisit http://www.enterasys.com/download/, press the Reload button, then bookmark this link.

    • For Internet Explorer, select Edit|Preferences. In the scrollable window to the left, under Web Browser, select Advanced. To the right in this window, click the "Empty Now" button to clear the cache. Return to your Netscape session and revisit http://www.enterasys.com/download/, press the Refresh button, then bookmark this link.



    If you are still unable to download software or firmware, email lancare@enterasys.com for further assistance.