Frequently Asked Questions
Please click each question to get the answer.
Order Confirmation Email
What is my Download ID and what does it entitle me to download?
Your Download ID is the concatenation of your Rockwell Order Number and Sold To Business Partner ID. This entitles you to download the current version of all software products on your order from the date the order was processed, plus any older versions that are still available for download.
How long or how many times can I use the download link in my email?
There is no limit to the amount of time or number of times you can visit the download page with your Download ID. The download page is the one place where you can always go to download the product(s) you purchased, plus any updates, patches, firmware, add-ons, etc. for your product. Note: Product updates may require a support agreement.
Can I download software to more than one computer?
Yes, you may download software that you purchased more than one time and to more than one computer. However, you may only install and use the software in accordance with the Rockwell Automation End User License Agreement for the number of activations purchased.
Will I continue to receive my software products on disk?
Yes, for a period, Rockwell Automation will continue to ship physical media for all software orders in addition to making products available for download. In the future, physical media may become an option that can be specified on your order.
Why do I need to agree to the "End User License Agreement"?
"End User License Agreement" is required to download any of Rockwell Automation products. This ensures that you are aware of the rules and regulations required when downloading, installing, and activating Rockwell Automation products.
Are all products available for download?
No, not all software products are available for download. From time to time, some products may be removed from the download site on a temporary basis.
Can I download an older version of a software product?
Older versions of our software products are available on the download page for as long as they are supported. The number of supported older versions may vary from one product to another.
Is the software I download identical to the software I would receive on disk?
For most products, the software on the download page is the same build that ships on disk. Larger products that ship with multiple disks may, in addition to the full product download, offer a smaller "Lite" download option that doesn’t include as many extras.
Can I download patches, firmware, product add-ons, etc. from the download page without downloading the product?
Yes, these items can be found under the "Optional Download" section of the download page. These items can be downloaded individually by clicking on the item description.
Are the optional downloads I select and download with my product installed automatically?
No, at this time optional downloads are provided with their own installation programs and must be installed individually.
Can I download multiple products simultaneously?
Yes, multiple products can be selected using the check-boxes on the left side, and will download together when the "download now" button is clicked.
Why are some items marked as Not Available?
Items selected from a download page or Product Compatibility and Download Center will almost always be available for download. If you are clicking a link from within some other web page, or have stored a download URL and clicked it later, you may encounter items that are marked as "Not Available". This indicates that the item has been disabled from being downloaded for some reason. You will be able to download only the "Available" items.
Can I queue multiple downloads?
Yes, once the download manager is running, another download can be started, and will be placed in a queue. After the first download is complete, the next will start.
What do I do when I receive "Unable to access your user profile data"?
Reference Answer ID 564577 in the Rockwell Automation knowledge base for instructions on resolve this download page error.
What do I do when I receive "Unable to Save Basket Info"?
Reference Answer ID 638389 in the Rockwell Automation knowledge base for instructions on resolve this basket saving error.
When I enter my serial number and company name I am told that I do not qualify for an update?
Your serial number may be out of support. Please contact technical support to make arrangements for a new or extended your support agreement.
Why is the "type ahead" performance so slow when I search for text or catalog numbers in PCDC?
Your firewall may be slowing it down. Add "compatibility.rockwellautomation.com" to your firewall's exclusion list.
Which web browsers and operating systems are supported by the download manager ?
The download manager fully supports Internet Explorer version 6.0 to 10. If you have IE11, add 'rockwellautomation.com' to the 'Compatibility View Settings' under Tools menu. If you are using Chrome with Java 7 Update 51 above , please Start (click) => Control Panel (click) => Java (click) => Security, adjust Security Level to Medium and add http://download.rockwellautomation.com to Exception Site List. The download manager also supports Firefox version 3.0 and higher, and can be installed on Windows XP, Windows Vista, and Windows 7 operating systems. At this time downloads are not supported on mobile devices.
What do I do if my web browser or operating system version is not supported?
Media kits are available for all products. Please contact your local distributor or Rockwell Automation sales representative for more information.
What languages are supported by the download manager?
The download manager user interface will be displayed in English unless the Windows operating system is set to one of the following languages: Chinese Traditional, French, German, Italian, Japanese, Korean, Norwegian, Spanish, and Swedish.
How do I install the download manager?
The download manager can be installed via ActiveX control (Internet Explorer) or XPI (Firefox). In addition, the download manager can be installed via Java or exe. Note: Administrative privileges are needed to install the download manager on your computer. Please contact your system administrator if you are unable to install the download manager with one of these options.
What is the default download folder?
The default download folder is the current user’s “Downloads” folder, which varies by Windows operating system version.
Can I change the download folder?
Yes, the download folder can be changed even as files are being downloaded.
What is the difference between Managed Download and Direct Download?
Direct download allows you to download one or more files without needing to install or use RA's download manager. Files will be downloaded into your browser' default download folder. Managed download is the preferred method because it is secure, verifies file integrity, and will handle a wide range of communication problems. Managed download will place the files into a predictable folder structure.
What extra steps are necessary with direct download?
Each direct download will display instructions at the top advising you what to do. Some files will require no action at all. Typically, larger direct downloads come as file sets, where there is a single .exe and one or more .rar files with similar names. Simply double clicking the .exe is all that is necessary to extract all the files into a folder on your PC. You do not need to double click the .rar files.
What do I do if there are many files to download?
Each file link needs to be clicked, and each file needs to be downloaded separately. Use managed downloads, a third party download manager, or reference Answer ID 603590 in the Rockwell Automation knowledge base for instructions on how to use the free WGet utility to automate direct downloads.
How do I find my files after the download is complete?
When the download is complete, the dropdown menu on the "Close" button contains a selection to open the download folder.
Why can’t I see files being downloaded to the download folder while the download is in progress?
Files are first downloaded to a temporary location prior to being decompressed and extracted to the specified download folder.
How do I know when the download is complete?
When the download is complete, the button in the lower left corner of the download manager window will change to "Close".
How do I know if there were any errors during the download? What do I do if an error occurs?
The "Status" column in the download manager user interface will display any error messages. If the error condition can be corrected, you can restart the download by returning to the download page or clicking on the original download link. If you cannot correct the error condition, please contact Rockwell Automation Customer Support for further assistance.
My product was downloaded to a folder with some sort of a naming convention. How do I interpret the folder name?
The download manager will create a folder for each product downloaded, as well as a sub folder for each media image downloaded. Customers who wish to keep all of their product images stored in the same location can, therefore, build a library of Rockwell Automation software products over time by downloading to the same location. The media folder naming convention includes the product version, product name, language (other than English), platform (other than protected), special build indicator, and media type.
Do I need a third-party program to decompress or extract the files I download?
No, the download manager will automatically decompress and extract the files downloaded and place them in a folder structure by product and media image. You will then be able to copy the media image folder to another location, burn it to a disk, or run the installation program.
What does "click here if you are using a third party desktop download manager" mean?
If your corporation requires you to use a specific download manager, the content of this link can be used to help. This link is provided for your convenience only, as no third party download managers are tested or supported by RA. Reference Answer ID 603590 in the RA knowledge base for instructions on how to use the free WGet utility to automate direct downloads.
My download is slow. How do I make it go faster?
Rockwell Automation download images are stored on a global high-speed network of servers. In most cases the files you download will come from a server in the same country or even the same city. Slow downloads could be the result of your Internet connection speed, firewall restrictions, virus scans, etc. Please contact your system administrator.
How do I restart my download after a lost network connection, power failure, or some other problem?
The download manager can automatically recover from short or intermittent network connectivity issues. However, if your download is completely interrupted you will have to restart it by returning to the download page or clicking on the original download link. Note: If the download manager finds partial files from a previous download it will resume the download from that point.
How do I stop a download already in progress?
The download can be stopped in one of three ways: (1) By pressing Alt-F4, (2) By clicking the "Close" button in the upper right corner of the download manager window, or (3) By clicking the download icon in the upper left corner of the download manager window and selecting "Close".
The computer I want to install my download on does not have an Internet connection. How do I move my download to another computer?
After the download is complete, you can navigate to the download folder and copy the media image to a remote computer or removable storage device (i.e. flash drive, memory card, CD, DVD, etc.)
Registration and Activation
Will my existing license and activation work with newer versions of software?
Generally speaking yes. Most of our older activations will work with newer versions of our software products.
Do I still have to activate my software after downloading?
Yes, downloaded product media images will require activation after they are installed.
How do I activate my software?
You can register and activate your software using the FactoryTalk Activation Manager that was installed along with your product or by visiting our activation website at https://licensing.software.rockwell.com.
Do I have to remove my activation first before I update my software?
No, updates can be installed to an already activated product without the need to re-host the activation.
Can I activate with a master disk?
No, Rockwell Automation no longer supports master disk based activations.