KB40030 - [Customer Support Tools] Pulse Secure Support Services Quick Start Guide

This quick start guide will provide customers with step-by-step instructions for onboarding, accessing and using the support tools at my.pulsesecure.net.

The following instructions apply to existing customers who have transacted business previously with Juniper Networks or Pulse Secure.  If you are new to Pulse Secure go to my.pulsesecure.net, register for an account using the authorization code from the Right To Use (RTU) certificate.  If you do not have access to the RTU certificate, complete the Onboard form and a support representative will contact you to complete the process of setting up your account.  For more information about what is a RTU certificate, please refer to KB40565 - What is a Right to Use (RTU) and Service Contract certificate?.

If you have questions about the onboarding process, please refer to our onboarding FAQ at KB40050 - Onboarding FAQ

Contact TAC by phone

Phone: 1-844-751-7629 (Toll Free, US)
Worldwide Phone Numbers
 

	Available through Web	Available through phone support	Refer to KB Article for more info
Onboarding	Yes	Yes	KB40031
Create and manage cases / RMA	Yes	Yes	Refer to "Case Center Guide"
Escalate a support case	Yes**	Yes**	KB30196
Download Software	Yes	Yes	KB40028
Generate Licenses (non-vADC)	Yes***	Yes	KB40032
Generate Licenses (vADC)	Yes	Yes	KB41047
Search Existing Licenses (vADC)	Yes	Yes	KB41048
Generate RMA Licenses (non-vADC)	Yes	Yes	KB40023
View Entitlement History	Yes	Yes	KB40193
Determine MD5 checksum	Yes	Yes	KB40629

 Must complete onboarding process with a valid service contract

** Available for platinum customers only

***An Authorization Code from a Right To Use certificate is required to generate a license from the Licensing & Download Center at my.pulsesecure.net.