FAQs for Clarity Customers

Clarity Downloads and Customer Care web site


Q: I don't see my product available for download on the IBM site. I purchased a new User license for FSR but the PA site says I am not entitled to download the code. Why?

A: If customer purchased before May 1, 2011, they will continue to use the Clarity Customer Care site for downloads until they are notified by IBM directly.

If post May 1, 2011 - their primary contact will get email and both primary and secondary contacts will get letter in mail with more info.

Customers who purchased new products (not just new user licenses) after May 1st, 2011 MUST use the IBM site to download this new code. There is an online license presented that must be accepted before download.


Q: What do I do if I have not received my ID for product download or it does not work?

A: If you have received an email from IBM with your IDs and the ID does not work, then eCustomer Care can assist. Contact information for your location can be found via the link below.

The Integration team is working through the transition of legacy customers into IBM's systems and as each customer is setup, they will be notified by email and mail.

eCustomer Care


Q: How long will the Clarity Customer Care site be available?

A: The Clarity Customer Care was transitioned to the IBM Support Portal in early 2012. You should now use the IBM Support Portal to log service requests with Clarity support, download code and documentation.


Q: I purchased new User licenses and need a new license key. Where do I get this from?

A: Clarity licenses are included with the product downloads. You can find links to the download on the Support Portal Download page.

Support Portal Download page - Clarity 7

Support Portal Download page - Cognos FSR


Q: I am having trouble using IBM's FCT download site - where can I get information on how to use it?

A: Review the following walkthrough for assistance.

FCT download walkthrough


Q: I am having trouble using IBM's Passport Advantage download site - where can I get information on how to use it?

A: Review the following walkthrough for assistance.

Passport Advantage download walkthrough