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Sun Download Center Frequently Ask Questions
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Sun Download Center Frequently Ask Questions (FAQ)

Download Information

  1. Which Oracle download website should I use?
  2. What are the disk requirements for downloading products?
  3. How long will it take to download?
  4. If I run out of time, can I come back and complete a download later?
  5. What is a download manager and should I use a download manager?
  6. Can I download software using FTP?
  7. Why am I unable to access the Sun Download Center?

Download Error Troubleshooting

  1. Why am I getting the message, "Your download transaction cannot be approved. Contact Customer Service."
  2. I am having problems starting or completing a download. What can I do?
  3. I'm getting errors when trying to download through a security firewall.
  4. Why did I receive a "Download limit reached" message when trying to download a file?
  5. Why is my download file displayed as weird looking text in the browser. Why, and how do I fix this?
  6. Why am I having problems viewing PDF files?
  7. Why can't I download Java SE using Internet Explorer 7 and Windows 2008?
  8. I still have a download issue. What should I do?

Managing Your Sun Online Account

  1. Can I login to the Sun Download Center using my Oracle.com account?
  2. What do I do if I forget my user name or password?
  3. How do I change my password and/or update my registration information?
  4. Why do I continue to get the message "Log In failed. Check the spelling and re-enter your User Name and Password."?
  5. How can I be sure my transactions are private and secure?
  6. Why do I need to login or register in order to download certain products?
  7. Why might I have to login again after a period of no activity?

Customer and Product Support

  1. How do I get technical support for products obtained through the Sun Download Center?
  2. How can I get information regarding Licensing, Support and other Purchasable Products?
  3. Where can I get "Java" or the "Java Virtual Machine"?
  4. Where can I go to get help with Java installation?
  5. How do I get Oracle Open Office technical and installation support?
  6. Why can't I find the Sun Download Manager?
  7. How do I contact customer support for the Sun Download Center?

Oracle Employees

  1. Can I distribute the Sun Download Center software to customers?
 
 

Download Information


Q:
Which Oracle download website should I use?
A:
Oracle Customers:
To download any Oracle product that is currently available to license please visit the Oracle E-Delivery website.

Oracle Developers:
To download any Oracle product for development or for strictly self-educational purposes, please visit the Oracle Technology Network.

Legacy Sun Customers:
To download any legacy Sun products that you do not find on Oracle.com, please visit the Sun Downloads A-Z list.

Legacy Sun Developers:
To download any legacy Sun developer products that you do not find on the Oracle Technology Network, please visit the Sun Developer Network.

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Q:
What are the disk requirements for downloading products?
A:
The Sun Download Center download page displays file sizes for each download file. Add up the total size of the files you intend to download and make sure there is enough free space on the specified directory to which you want to copy the files.

Many browsers and download managers save files to a temporary location before the files are copied to the final directory location you specify. Therefore, before starting, make sure you have at least 2-3 times more free disk space than the total download file sizes. (For a 200 MByte zip file, for example, you may need as much as 600 MBytes of free disk space.)

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Q:
How long will it take to download?
A:
Download times vary depending on a number of factors. The most significant is how you connect to the Internet (modem, cable, DSL, etc.). Other factors include the current level of Internet traffic and congestion, load on your ISP or corporate systems, and load on our servers. If your download appears to be running slower than it should, try again at another time or off-peak hours. ("Peak" times are generally normal business hours in the United States, Monday through Friday.)

This chart shows typical download times for a 10 Mbyte, 100 MByte and 1 GByte file. Your actual times could be faster or slower, depending on the many variables detailed above.

Typical Download Speeds
Connection Speed
10 MByte file
100 MByte file
1 GByte file
56.6 Kbps (Dial-up)
30 minutes
5 hours
50 hours
1.5 Mbps
2 minutes
20 minutes
3 hours
6.0 Mbps
30 seconds
5 minutes
45 minutes

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Q:
If I run out of time, can I come back and complete a download later?
A:
In most cases, yes. There are a couple of scenarios.

Many products offer multiple individual files to download. Let's say you can only download 2 out of 5 files and need to stop. If you had to login or register for the download, there will be a record of it in your Download History. Simply click the product name, and it will take you directly back to the download page so you can continue. Products are kept in Download History for 30 days.

If you did not login or register before downloading, then we cannot track the transaction in Download History. In that case, please start the download again from the beginning, then download only the files you did not get the first time.

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Q:
What is a download manager and should I use a download manager?
A:
A Download Manager is an application that allows you to resume file transfers while downloading. The ability to resume file transfers is especially helpful for customers that download large files and/or experience unreliable Internet connections. While Oracle does not provide or certify the use of any Download Managers, we recommend choosing one that is rated for the file size you are downloading.

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Q:
Can I download software using FTP?
A:
For various license and export control reasons, Sun Download Center downloads are only available via Hypertext Transfer Protocol (HTTP).

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Q:
Why am I unable to access the Sun Download Center?
A:
The Sun Download Center requires SSL to protect your privacy and security. If you seem to be "stuck" when trying to enter the Sun Download Center, please make sure your browser or download client is set to allow SSL sessions. Also, if you are behind a firewall and/or proxy server, please check with your system administrator to be sure SSL sessions are allowed on your network.

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Download Error Troubleshooting


Q:
Why am I getting the message, "Your download transaction cannot be approved. Contact Customer Service."
A:
Oracle is obligated to comply with all export laws of the United States and applicable export laws and regulations ("Export Laws") to ensure that commodities and technical data will not be exported to a destination, entity, or individual to which shipment is prohibited, or for any purpose prohibited by the U.S. Export Administration Regulations (EAR) or other Export Laws. Additional details about Oracle's Export Compliance program may be found on the Global Trade Compliance website.

You are getting the message because your account most likely was flagged for review. Please contact Customer Service with your full contact information (name, company, address, phone, email address) and the name of the product you wish to download. We will review your account and reply.

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Q:
I am having problems starting or completing a download. What can I do?
A:
Your troubles may be related to your system, your ISP and connection to the Internet, a temporary outage within our download system, or the interaction of your system with ours. Here are some suggestions that should help:
  1. Use a download manager for large file downloads.

  2. Use a current web browser, such as Firefox 3, Internet Explorer 7 or 8, or Safari 4.

  3. Try downloading from another site. If you still have problems:
    • You may be downloading through a corporate firewall and/or proxy server. Contact your system administrator to make sure downloads are allowed through the firewall and that your system is configured properly to allow downloads.
    • Contact your internet service provider's technical support and explain the problem. Ask for assistance on their end.

  4. Make sure you have plenty of disk space. Allow at least 2-3 times more disk space than the file size itself. (For a 200 MByte zip file, for example, you may need as much as 600 MBytes of free disk space.)

  5. Eliminate potential browser issues: Close your web browser completely, wait a short while, restart the browser, clear its cache, remove extraneous cookies, then try again from the beginning.

  6. Try again later. Intermittent problems happen regularly on the Internet for a variety of reasons.

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Q:
I'm getting errors when trying to download through a security firewall.
A:
If you experience problems trying to download from behind a security firewall, here are some options:
  • Some companies and organizations configure their firewalls so that downloads are not allowed. Contact your system administrator to be sure you have proper access to download the files you need.
  • Some firewall configurations do not allow secure SSL connections. Please check with your system administrator to be sure SSL sessions are allowed through the firewall.

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Q:
Why did I receive a "Download limit reached" message when trying to download a file?
A:
For security reasons, and to prevent potential abuse of the download system, we must limit the number of times you can start a download and complete a download.

If you need to download a file again but have reached the limit, please start again from the referring page that brought you to the download page (usually a product page with a "Get It," "Continue," or "Download" link on it).

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Q:
Why is my download file displayed as weird looking text in the browser. Why, and how do I fix this?
A:
The reason this is happening is because the browser is getting confused about what type of data it is receiving and tries to display it instead of downloading it. In the preferences for your browser, you need to configure it to download ("save") files that have an extension like ".tar.Z" or ".jar" or ".zip" or ".exe".

A "quick fix" for this is to try one of the following, which will allow you to download the file right away:
  • Hold down the "Shift" key at the same time as you click on the link, or
  • Right-click your mouse on the link, which will bring up a menu box. Select the option to "Save Target As" or "Save Link As" (depending on your browser) and save the file to the desired location.

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Q:
Why am I having problems viewing PDF files?
A:
For any problems viewing PDF files inside your browser, we recommend saving the file to disk instead. Try this:
  • On the download page, do not left-click the link.
  • Instead, hold down the "Shift" key, then click and it will save to disk, or
  • Right-click the PDF link, then select the option to save the file directly to disk.
  • Next, use file manager to locate the file, then double-click it.
  • This opens it directly in Acrobat Reader without using the browser. This approach also has the advantage of letting you save a local copy of the PDF for future reference.

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Q:
Why can't I download Java SE using Internet Explorer 7 and Windows 2008?
A:
You may change the default security setting for Windows 2008 and Internet Explorer 7, in order to download a file from the site:
  1. Launch Internet Explorer.
  2. Go to "Tools", then "Internet Options".
  3. Click on the Security tab.
  4. Click on the "Custom Level" button.
  5. Scroll down to the 'Downloads' section. Find "File Download", and click "Enable".

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Q:
I still have a download issue. What should I do?
A:
If you still have a problem downloading your products, please contact Customer Service for assistance.

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Managing Your Sun Online Account


Q:
Can I login to the Sun Download Center using my Oracle.com account?
A:
The Sun Download Center currently does not support Oracle.com accounts. Please login with an existing Sun Online Account or register for a new Sun Online Account, if it is required to download the product.

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Q:
What do I do if I forget my user name or password?
A:
First, please note user names and passwords are case-sensitive. If you think you remember your user name and password but they're not working, make sure you enter them in the exact same case as when they were created.

Next, try the user name and password retrieval service.

If you are unable to use the automated service for any reason, please contact Customer Service for further assistance. Include any information that will help us look up your account and verify your identity, such as:
  • Your user name (if known)
  • The e-mail address you used
  • The name you registered under (please spell it exactly since it is case-sensitive)
  • Your full address
Our customer support representatives will look up your information and reply.

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Q:
How do I change my password and/or update my registration information?
A:

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Q:
Why do I continue to get the message "Log In failed. Check the spelling and re-enter your User Name and Password."?
A:
If you're not sure you have the right User Name or Password, you may securely retrieve your User Name and Password.

If you get this message after registering a new account or logging in with a valid User Name and Password, contact Customer Service for assistance.

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Q:
How can I be sure my transactions are private and secure?
A:
The Sun Download Center values and safeguards your privacy and security. We provide 128-bit SSL (Secure Sockets Layer) encryption to protect your personal information as it travels across the Internet.

The Sun Download Center strictly adheres to Oracle's privacy policy.

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Q:
Why do I need to login or register in order to download certain products?
A:
There are two possible reasons. First, in order to ensure compliance with government regulations and restrictions on the distribution and export of software, it is necessary to require registration before you can download certain software.

Second, in some cases, product teams will use registration information about who downloads their software, in compliance with Oracles's privacy policy.

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Q:
Why might I have to login again after a period of no activity?
A:
We want to ensure your account remains secure, not only over the Internet, but within your office or home as well. Therefore, if you leave an active session for more than a few minutes, we may ask you to login again.

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Customer and Product Support


Q:
How do I get technical support for products obtained through the Sun Download Center?
A:
The latest and greatest support information is available on the Oracle Support website.

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Q:
How can I get information regarding Licensing, Support and other Purchasable Products?
A:
To contact an Oracle Representative regarding Oracle products and services please visit the Contact Oracle website.

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Q:
Where can I get "Java" or the "Java Virtual Machine"?
A:
If you receive notice on certain web sites or applications that you need "Java" or "Java Virtual Machine" (JVM) or "Java Runtime Environment" (JRE) for your system, you need to download and install Java. We make this easy! Just visit java.com for simple download and installation of Java software.

If you are a developer, you'll want to download Java development software (not just the JRE). Visit the Sun Developer Network for a complete selection of Java software and other quality developer tools.

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Q:
Where can I go to get help with Java installation?
A:
The Java Help Center provides helpful resources to issues you might encounter when downloading and installing Java on your system.

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Q:
How do I get Oracle Open Office technical and installation support?
A:
Visit the Oracle Open Office FAQ for more information.

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Q:
Why can't I find the Sun Download Manager?
A:
At this time, Oracle has stopped distributing the Sun Download Manager and is unable to provide additional support. While Oracle does not provide or certify the use of any specific download manager, there are many other free download managers available to assist you with your downloads.

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Q:
How do I contact customer support for the Sun Download Center?
A:
If you did not find the answer to your question in the Sun Download Center FAQ page, please contact Customer Service.

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Oracle Employees


Q:
Can I distribute the Sun Download Center software to customers?
A:
Under no circumstances are Oracle Employees authorized to download software for the purpose of distributing it to customers. Oracle products are available to employees for internal use or demonstration purposes only. In keeping with Oracle's trade compliance obligations under U.S. and applicable multilateral law, failure to comply with this policy could result in disciplinary action up to and including termination.

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