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Title
Unable to download the Active Roles software from the Support Portal. -
Description
You are unable to download software from One Identity Support Portal after entering your logon information and receive an error like the attached 'ARS Download Error.jpg'.
Unable to Process Your RequestOur Records indicate that your account has not purchased Active Roles and we will not be able to process your request at this time.If your organization has recently purchased the product and you have the license or asset number contained in the purchase confirmation, then you can confirm your current asswt status by registering the asset in your My Account. Visit My Account to register your asset and to verify your account status.If your asset is already registered at your My Account and you believe there is an error on your account, please contact customer service.If you are looking to evaluate this product as a trial then you can obtain a trial version of the software by visiting Trials.If you have already downloaded the trial and are having an issue with your trial version please contact technical support for assistance with your trial product install. -
Cause
Active Roles licensing needs to be purchased or renewed. Another possible cause is that the email address attached to the support account information may not be correct or linked to the support site. -
Resolution
Please contact our support line at 1 800 306 9329 and ask that your support profile information on file be verified along with the access you are licensed for.
For licensing assistance, please contact our Licensing team.
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