This section includes general questions related to RSA Link.
What is RSA Link?
RSA Link is a combination of previous technical support website known as RSA SecurCare Online (SCOL) and the RSA communities from the Dell EMC Community Network (DECN), and is the new technical support portal for RSA products. RSA Link is a one-stop shop for all customer service needs. On this website users can access documentation, downloads, advisories, knowledge base articles, and more, while also having the ability to participate in real-time discussions with other customers, partners, and RSA employees. Refer to the RSA Link Data Sheet for more information.
The majority of the RSA Link website is publicly accessible, meaning that a login is not required and content can be found via search engines such as Google, Yahoo, and Bing. There are, however, sections of the website (such as product downloads and security advisories) that are only accessible to customers with valid maintenance contracts.
Access and Registration
This section addresses questions related to registering and logging in to RSA Link.
How do I register for an RSA Link account?
Step-by-step instructions for registering for an RSA Link account and logging in can be found here.
Registering as an RSA Customer or Partner provides full access to the RSA Link website, including access to the Version Upgrades portal where product full-installers are obtained and to the Case Management portal where users can create and manage support cases online.
How do I register as a customer or partner?
To register as a customer or partner you must select the "I am an RSA Customer or Partner" option on the Registration portal and provide verification in the form of a Serial Number, Site ID, Contract Number or License Key, depending on the product.
What should I select for my Product Family?
Click here to identify which family your RSA product falls under.
What should I select for my "Type"?
Please select the ID number that you plan to enter on this form. Customers can enter their Serial Number, Contract Number, License Key, or Site ID depending on their product.
How do I find the serial number or license key for my product?
When your company buys a maintenance contract with RSA, a contract confirmation letter is sent to the contact person listed on your purchase order. That letter contains your contract number. You can also obtain this number from your RSA maintenance representative or reseller.
Where do I get my Site ID?
If you have your serial number or contract number, please use that number instead. That will allow us to provide your product information when you log into your account. The Site ID is only required if your company doesn’t have any serial numbers or contract numbers to reference.
If you are an RSA Ready Partner (technology partner), please contact your RSA Ready Program representative.
What if I forgot (or was unable) to register as a customer or partner?
Even if you have already registered for an RSA Link account as a non-customer / non-partner you still have the opportunity to return to the registration portal and re-register to upgrade your account to customer/partner status. More information can be found in the knowledge base article entitled 000035296 - How to re-register as a customer or partner on RSA Link.
How do I reset the password for my account?
You can find instructions for resetting your password in the knowledge base article here.
What is On-Demand Authentication and do I need to set it up?
If you choose to set up ODA as your step-up method then you will be prompted to set up an alphanumeric PIN and provide your mobile phone number. When prompted for On-Demand Authentication, you will need to type in the PIN you configured during registration, at which point you will receive a text message with the tokencode that will need to be entered within the web browser in order to fully authenticate.
What if I can't remember the answers to my security questions?
If you cannot remember the answers to your security questions then you will need to contact RSA Support who will be able to reset them for you. After this has been performed you can set up new questions and answers by following the instructions in the knowledge base article here.
What should I do if I encounter issues with logging in, registering, or accessing content?
If you encounter any issues with logging in, registering for an account, or accessing content such as product downloads, you should first reference the RSA Link Knowledge Base, which addresses many of the more common issues. If you need further assistance, please Contact RSA Customer Support.
This section addresses questions related to the community forums throughout RSA Link.
Where are the community forums?
Each product has its own community where users can create and participate in discussion threads. You can access the product pages by clicking on a product from the home page, by selecting a product in the website footer, or by navigating to the Products page from the main menu. For more general support questions, such as RSA Link-related questions, a forum also exists on the RSA Support page, which you can access by clicking on Support in the main menu.
How do I start a new discussion thread?
On each product page you will find a Recent Discussions section underneath the search bar. Beneath this section, which displays the five most recently updated discussions for the product, you will find an Create a Post button. Clicking on that button will start a new thread.
What is the difference between a question and a discussion?
A discussion is when you want to share ideas and simply start a conversation about a certain topic. With discussions, you are not expecting to receive an answer to a question, but rather to have an open dialogue. Discussions will have a blue text bubble icon () to the left of their titles.
A question, on the other hand, is where you can ask a question about a product and can expect to receive an answer from fellow users. An unanswered question will have a blue question mark icon () whereas an answered question will have a green check mark icon () to indicate that a comment has been identified as the "correct answer."
Who can mark a comment as the correct answer in a question thread?
The user who posts a question has the ability to mark a comment as the correct answer. A Mark Correctbutton will appear on each comment within the thread, as shown below. Community Managers also have the ability to mark questions as answered when the original author forgets to do so.
How can I view all discussion threads for a product?
If you wish to view more than the five most recently updated discussions from the Recent Discussions section on a product page. Alternatively, you can click on the View all link under the displayed Recent Discussions section on the product pages.
Where can I ask questions about the RSA Link website and how to use it?
You can ask any RSA Link-related questions on the RSA Link Support community within RSA Link, which you can reach by clicking on Support Forum in the main menu. Once on that community page, you can start asking a question by clicking on the green Create a Post button.
Should I ask product-related questions on the RSA Link Support community?
A full list of the product communities with quick links to create a discussion or ask a question can be found by hovering over the Resources button in the top main menu then hovering over the Discussion Forums sub-tab where you can choose the product about which you would like to post your product-related question or discussion.
Where do I go to ask a question or start a discussion about the RSA Archer Suite product?
This section includes questions relating to product documentation on RSA Link.
Where can I find the product documentation?
Each product page is separated into sections based on its versions so that users can always find the documentation and downloads relating to the version they are running. After navigating to a product page on RSA Link, simply hover over the Documentation option in the main menu. Also, inside the product page, you can select from the dropdown menu the type of Documentation that you are looking for.
For products that have many versions, an "All Versions" option can be found in the drop down menu, which will direct users to a single page with all product versions that provides links to the associated documentation, downloads, and other relevant content.
Links to the product versions can also be found on the right rail of the product pages.
How is the documentation organized?
All of the product documentation is categorized into specific topics, such as Administration, Best Practices, Configuration, and Installation & Upgrade.
An explanation of the categories can be found below.
Ongoing tasks and information necessary to keep the system running/operating properly. For example, archiving logs, creating administrators and ongoing user management. Administration does not include on-time tasks necessary to configure or deploy the software, as these would be Configuration or Installation & Upgrade.
Generally, conceptual or reference information to help customers deploy their systems in the most secure and efficient way possible.
Tasks and information necessary to configure a system. This includes deliverables such as Configuration Guides and network diagrams.
Information and tasks related to use of RSA SDKs for creation of applications for use with RSA software products. Examples include API guides, etc.
Installation & Upgrade
Tasks and information necessary to plan, install, and upgrade a system. This includes deliverables such as Planning Guides, Release Notes, installation instructions, and one-time setup information and tasks.
Information relating to our products working in conjunction with other products or services. RSA Ready content would be categorized as Integration, then tagged with both "3rd Party" and "RSA Ready."
High-level conceptual information about the product, version, product architecture, etc.
Information and tasks related to diagnosing and correcting problems to an already-deployed system. Examples include, log message information and information on how to restart a system.
General product information including how-to and instructions about using the product that is directed toward the end-user.
How is the documentation displayed?
Documentation is presented as either an HTML document, which will have a blue document icon ( ) or will be an uploaded PDF document, which will have a red PDF icon. ( )
All PDF documents will render within the browser in HTML5 for users that are logged in, which allows them to browse the content without downloading the file. However, it is still possible to download the PDF file for offline viewing by clicking its link at the bottom of the page.
Can I subscribe to a document in case it is updated?
Users have the ability to subscribe to--or "follow"--any content within RSA Link, including documentation. This will allow them to receive an email notification whenever the content is updated. Full instructions for following content can be found here: How to subscribe to content on RSA Link
What if I can't find the documentation that I need?
RSA does all it can to make it as easy and intuitive as possible to find content on RSA Link, either through navigating the site or using the search functionality. However, if you are unable to find what you need, you have a few options that can help:
This section addresses questions related to product downloads on RSA Link.
Where can I find product downloads?
Each product version has its own designated downloads page where users can download service packs, patches, and more. The downloads pages can be reached in the following ways:
Using the main menu on the high-level product pages
Clicking on the downloads link under Product Resources on a Product Version page
Clicking on the Downloads link for a product version on the All Versions page
Searching for the downloads page using the global search feature
Who has access to product downloads?
The RSA product downloads are only accessible to customers and partners that have an active maintenance contract for the respective product associated with their account. (RSA employees can also access all product downloads.) For this to happen, the user must have selected the "I am an RSA Customer or Partner" option when registering for his or her RSA Link account. (For more information, refer to the document entitled How to Login or Register for an RSA Link Account.)
Because additional authentication is required to obtain the product full installers and new releases, they are located on the RSA Download Central portal. While it is possible to navigate directly to RSA Download Central, it is generally easier to obtain the full installers and new releases by going to the downloads page for the product version you are looking for and clicking on the Version Upgrades button below the search bar, as shown below.
Once on the Version Upgrades portal, you can click on the Upgrade button for the product whose new release you wish to download and follow the onscreen instructions to download the software. For more information about this process, refer to the tutorials below.
If you wish to go directly to RSA Download Central for the downloads rather than using the Version Upgrades option, or if the product does not allow this option such as with RSA NetWitness Logs & Network and RSA NetWitness Orchestrator, you can click on the RSA Download Central button on the downloads page for the product version. This will route you to the RSA Download Central portal and provide you with detailed instructions for obtaining the software.
This section addresses questions related to product advisories found on RSA Link.
What are product advisories?
Product advisories are official announcements from RSA relating to specific products and solutions. These advisories may address new product releases, technical and security advisories, and service notifications for Software-as-a-Service (SaaS) offerings.
Product advisories were formerly referred to as SCOL Notes and Advisories on the decommissioned RSA SecurCare Online (SCOL) website.
What are the different advisory types and when are they used?
There are four types of advisories on RSA Link, which are explained in the table below.
Announcements of upcoming releases, service packs, patches, etc.
Address security vulnerabilities and how they affect RSA products
Used to notify SaaS and Hosted customers of events such as upcoming maintenance, unscheduled downtime, etc.
Announcements of a technical nature, such as to report an issue that affects a large subset of customers
Who can access these advisories?
Product advisories (meaning release announcements) are publicly accessible, which means they do not require a user to be logged in before viewing them, and also means that they can be found via search engines such as Google, Yahoo and Bing.
Because security advisories contain sensitive information about any impact that vulnerabilities may or may not have on RSA products, access to them was historically restricted to customers and partners with active maintenance contracts for the respective product. However, in an effort to increase transparency and adhere to a new policy spanning all of Dell Technologies set forth by the Dell Product Incident Response Team (PSIRT), all security advisories published in 2019 and beyond are now also publicly accessible.
Security Advisories prior to 2019 are still located in the restricted sub-pages and are only accessible to customers/partners with active maintenance contracts for the respective products.
Service notifications also contain sensitive information specific to SaaS customers and therefore they are restricted in the same way as the security advisories. In some situations they may even be restricted to only customers with SaaS implementations of the product. (For example, customers with only on-premise instances of RSA Adaptive Authentication will not have access to view the RSA Adaptive Authentication (Cloud) Service Notifications on RSA Link.)
Where can I find the advisories?
Advisories can be found by navigating to the product community page for a product, where an ADVISORIES option will be located in the product menu as shown below. You may click on the high-level option to be taken to the advisories page for the product (e.g. RSA Archer Suite Advisories, RSA SecurID Access Advisories, etc.) or you can click on an advisory type in the drop down menu that appears to navigate directly to those types of advisories.
This section addresses questions related to the Case Management portal on RSA Link.
What is the Case Management portal?
The Case Management portal is where customers can open and manage their support cases, view their maintenance contracts (also referred to as entitlements) and products, and also where they can manage their team. The Case Management portal can be accessed in the following ways:
Clicking on the My Cases option in the main menu.
Clicking on the Support option in the main menu and then either hovering over the CONTACT SUPPORT option on that page's menu and then clicking on the OPEN A SUPPORT CASE option, or by clicking on the green Open a Support Case button.
How do I create a support case?
Instructions for creating support cases can be found in the following tutorials:
Once you have entered the Case Management portal, select Open Cases (Portal view) from the View drop down menu and then click the Go! button.
How do I view my closed support cases?
Similar to viewing the open support cases, simply select Closed Cases (Portal view) from the View drop down menu and click the Go! button.
How do I view my products?
Clicking on the My Products tab will display all of your products, their serial numbers, their maintenance contract information, and more.
How do I view my maintenance contracts?
Your maintenance contracts (referred to as entitlements) can be found on both the My Products and Entitlement tabs within the Case Management portal. However, the My Products tab will generally show more relevant information about the contracts and will provide a hyperlink (shown in the screenshot above) that allows you to request a contract renewal for maintenance contracts that are close to expiring or have already lapsed.
How can I search for specific cases or account information?
The Case Management portal has a full search capability, which can be accessed by clicking on the blue Search tab in the main menu as shown below.
This section addresses questions related to the knowledge base.
What is the knowledge base?
The RSA knowledge base is a collection of articles written by RSA Support employees that address known issues and provide tutorials for RSA products and solutions. Each RSA product on RSA Link has its own dedicated knowledge base where these articles are located.
How often are knowledge articles written?
The RSA Support teams are committed to authoring new knowledge articles--and updating existing articles--on a continual basis. An average of 10-20 articles are published on RSA Link per week.
Who can access the articles?
All of the knowledge base articles on RSA Link are publicly accessible, which means that it is not required to log in before viewing them. It also means that the articles are searchable using normal search engines such as Google, Yahoo and Bing.
Where do I find the knowledge base for my product?
The knowledge base for each product can be found in the product menu as shown below.
How do I search the knowledge base?
You can search the knowledge base from multiple locations, including those below.
Using the global search by clicking on the magnifying glass icon in the top-right corner of the page
Using a third-party search engine such as Google, Yahoo or Bing
Can I be notified whenever an article is published?
Yes, by subscribing to--or following--the knowledge base space for your product, you will be notified whenever a new article is published and whenever an existing article is updated. You can follow the knowledge base page for a product by clicking on the Follow button (which will switch to say Following when clicked) and then selecting the Inbox option.
Is it possible to only be notified for specific articles that I care about?
Yes, if you do not wish to follow the entire knowledge base for a product then you can follow individual articles instead. This will ensure that you will be notified via email if those articles are updated, but you will not be notified for other published articles. You can accomplish this by opening a specific knowledge base article, clicking on the Actions button in the top-right corner, then clicking on the Follow option at the top of the menu that appears.
To ensure that you receive email notifications for the article, you will also need to select the Inbox option when it becomes visible.
Selecting only the Following option will result in notifications only being delivered to your RSA Link Inbox and not via email.
Are there any other ways I can be notified when new articles are published?
At the beginning of each week a digest is published for each product with all of the new articles that have been created or updated within the previous week. If you are already subscribed to a product community (e.g. RSA NetWitness Platform, RSA SecurID Access, etc.) then you should already be receiving notifications for these digests. However, you can choose to subscribe to them individually as well.
The digest documents can be found by searching for "Recently Published Articles" in any of the product communities, or you can find them all listed below.