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Micro Focus Frequent Contributor
Micro Focus Frequent Contributor
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Marketplace Download Help

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As of August 2019, only Access Manager accounts with correctly configured group entitlements can download entitled apps.  If you are a new user trying to download an entitled app, make sure you:

  1. Login using an Access Manager account.  If you need to create a new account or aren't sure what account you have, review the Marketplace login help article.
  2. Request entitlements.  Now that you have the right account, you need to associate your contact and product purchase(s) with the account.  Go to the My Entitlements section of MySupport and use Add a contract to my profile at the bottom.
  3. Confirm entitlements have been added.  Go to the My Entitlements section of MySupport.  You will see new contracts under your profile once they have been added.
  4. Navigate back to Marketplace and download entitled apps related to your contact(s) and Micro Focus product(s).

Frequently asked Questions:

What is an entitled app?  Entitled apps are free, but also require that you've purchased the appropriate product family related to the entitled app.  Here is an example of an entitled app.

Why are some apps protected by entitlements?  Some apps, add ons, and drivers hosted on Marketplace contain Micro Focus intellectual property.  To protect Micro Focus intellectual property, additional confirmation is required you have purchased the corresponding Micro Focus product and are current with Micro Focus support.

How can I tell if I have the correct account type to download an entitled app? If you see a greyed out Download button as shown below, and you see the Wrong account type message, make sure you are trying to download using an Access Manager type account with the correct entitlements.

Wrong account type error message preventing downloadWrong account type error message preventing download

I am logged in with an Access Manager account with the correct entitlements but I still see a greyed out Download button, now what?  These are the other reasons you still may not be able to download:

  1. It's possible you are still logged in with a Control Tower account on a different tab or window.  Logout of any Control Tower sessions and close all Control Tower tabs and windows to prevent this from happening.
  2. It's possible you are trying to download an app not related to your product purchases.  If you believe you should still be able to download the app in question, open a case with MySupport and they can confirm what app(s) you have access to.
  3. It's possible not all contracts have been associated with your Access Manager account yet.  Go to the My Entitlements section and double check your contracts or re-request contracts as needed.
  4. It's possible you have added legacy Micro Focus contract(s) to your account which work for Support, but will not provision the groups needed for certain Marketplace downloads.  Make sure you have added at least one contract starting with the letter "A" to ensure your Marketplace groups are provisioned correctly.
  5. If you purchased your Micro Focus software from a Third Party Reseller, you will not be able to download entitled apps from Marketplace.  Third Party Resellers can provide a Client Access Key (CAK) to end users to browse Micro Focus knowledge resources, but this will not work to access entitled apps from Marketplace.  Instead, ask your Third Party Reseller to download the entitled app(s) needed and provide them to you offline.
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Micro Focus Frequent Contributor
Micro Focus Frequent Contributor

Re: Marketplace Download Help

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Hello,

I was just able to download that app, so most likely your system, network or browser is causing an issue.

  1. Try using a different terminal or login and see if that helps
  2. Try switching to another network or changing your VPN and/or anti-virus settings
  3. Try using a different browser or incognito mode

I'm confident one of these suggestions will help.  If one of these does help, please reply to confirm what the issue was, thank you.

View solution in original post

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Regular Contributor.
Regular Contributor.

Re: Marketplace Download Help

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Hello,

I am trying to dowload https://marketplace.microfocus.com/itom/content/v2/discovery-policy-template-omi

but I get an internal server error. 

Can you assist?

 

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Micro Focus Frequent Contributor
Micro Focus Frequent Contributor

Re: Marketplace Download Help

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Hello,

I was just able to download that app, so most likely your system, network or browser is causing an issue.

  1. Try using a different terminal or login and see if that helps
  2. Try switching to another network or changing your VPN and/or anti-virus settings
  3. Try using a different browser or incognito mode

I'm confident one of these suggestions will help.  If one of these does help, please reply to confirm what the issue was, thank you.

View solution in original post

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Regular Contributor.
Regular Contributor.

Re: Marketplace Download Help

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HI, I have tried to download the Network Automation Driver pack but I keep getting a server error message. I have tried 3 different browsers but get the same message. It takes me through the log in process fine, it's only when I try to download the file I am takes to an internal error page and to contact MF.

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Micro Focus Frequent Contributor
Micro Focus Frequent Contributor

Re: Marketplace Download Help

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Please provide a screen capture so we can better understand the error message.  Alternatively, on the Marketplace pages, go to the "contact us" link at the top of page and send me a message and we can continue to troubleshoot this issue over email.  Chris

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Regular Contributor.
Regular Contributor.

Re: Marketplace Download Help

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I cannot download anything from the marketplace. I see a lot of people complaining about it. Tried different browsers, incognito mode etc. 

It would be nice if these complaints would be taken seriously.

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Micro Focus Frequent Contributor
Micro Focus Frequent Contributor

Re: Marketplace Download Help

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I've sent you a private message with my contact information and next steps, thank you.
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Regular Contributor.
Regular Contributor.

Re: Marketplace Download Help

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Like I said I already tried the suggested steps. Never had these problems
before so something is wrong or has changed on your side.
This is someone else complaining about the same issue:
https://community.microfocus.com/t5/Operations-Manager-i-User/Operations-Connector-for-Nagios-download-not-working/m-p/2778952#M11433


And also in this thread several persons:
https://community.microfocus.com/t5/Marketplace-User-Help/Marketplace-Download-Help/td-p/2692381


Attached a screenshot of the error.

Regards,
Danny Lindewegen
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Frequent Contributor.
Frequent Contributor.

Re: Marketplace Download Help

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Same issue and steps taken (different browser, computer, and package). Been going on since at least last week. Hopefully gets resolved ASAP.

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Micro Focus Frequent Contributor
Micro Focus Frequent Contributor

Re: Marketplace Download Help

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Hi Clay,

  I sent you a PM with details how we can add you to the trouble shooting thread, please respond, thanks.

Chris

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Frequent Contributor.
Frequent Contributor.

Re: Marketplace Download Help

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I cannot download anything from the marketplace. I see a lot of people complaining about it. Tried different browsers, incognito mode, different OS or PCs, etc. 

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Micro Focus Frequent Contributor
Micro Focus Frequent Contributor

500 error solution -- Re: Marketplace Download Help

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Hi @ivitko , @ClayC , @NWWC , @JohnRoberts ,

We have identified the source of the 500 error and it will be fixed for our next release on 5/14.

To summarize, we ran an experiment with a new app details page design.  The original page design URL didn't change but if you update the URL from */content/* to */content/V2/*, you can see the new page design.

Most likely you are seeing a /content/V2 version page and getting the 500 error.  You could try updating the URL and removing the /V2 in incognito mode which should allow you to work around the issue.  Another issue is the V2 pages do not show user reviews either.

With our 5/14 release Thursday we will end the experiment, which should automatically fix the 500 errors you've been experiencing.  We appreciate your help identifying this issue and apologize for the inconvenience it's caused.  Best, Chris

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