I get an error message on this site with Internet Explorer 10 saying a later version of IE is needed.
We are aware of this problem and are working to facilitate an upgrade to our Support Community platform to resolve this issue. A current work around if you would like to use IE 10 is to hit F12 when the error is displayed and then set both the Browser Mode and Document Mode to IE9 (see picture below). Firefox, Chrome, Safari, or previous versions of IE should all work with no issues.
How do I register?
If you already have an ADTRAN.com account, then you already have access to ADTRAN's Support Community. If you do not have an ADTRAN.com, please go to http://www.adtran.com/register to register for an account.
Help! I can't log on.
Whether it is a forgotten password or a locked account, go to http://www.adtran.com/loginhelp for login assistance.
My profile information is wrong. How do I update it?
Your profile is a mix of information from ADTRAN.com profile as well as information entered in the ADTRAN Support Community. Your e-mail address, first and last name, and phone number are all pulled in from your ADTRAN.com profile (not editable in the community) and are all completely hidden from other users. Your username also comes from your ADTRAN.com profile but it is visible to everyone in the ADTRAN Support Community. If you see (null) or any incorrect information in your profile please log out of the ADTRAN Support Community, change the incorrect information on http://www.adtran.com, and then log back into the ADTRAN Support Community. Please see the Profile Settings Help page for instructions on how to update your profile.
How do I change my username?
You can change your username by logging out of the Support Community and going back to ADTRAN.com. While you are still logged into ADTRAN.com go to My ADTRAN > Manage My Profile. On the resulting page you can change your Community Username. After updating your changes and logging back into the Support Community your new username will be applied.
My company name is wrong. How do I fix this?
The company name you originally registered with is displayed on your ADTRAN Support Community profile. Sometimes this is changed by an ADTRAN.com admin. If your company name is not correct and you need it changed you can request help with your account here by filling out the form and selecting "Login Issue" from the Topic drop down box.
How do I get e-mail notifications when new content is posted in a product area?
Click either the “Receive email notifications” or the “Track in Communications” link in Actions box on a product area. By default you will get an e-mail for anything you Track. If you want to track documentation you should also do this in the "Technical Documents" area for the product too.
How do I change my e-mail notification settings?
This is controlled by going to your profile page > Edit preferences. See the Profile Settings Help page for more details. If you never receive any e-mails from the ADTRAN Support Community and you have not disabled e-mail notifications in your preferences you may need to have your e-mail administrator add the following servers to their "whitelist".
How do I change my photo and avatar?
This is covered in the Profile Settings Help section.
When uploading a photo I am forced to crop it to a very limited area.
When using the Change Photo & Avatar link from your profile page photos have to be cropped to a certain ratio and size limit. Depending on the uploaded photo you may not be able crop out a good area. A photo can be uploaded to your profile without having to crop by running the profile wizard again from this link. This wizard does not allow cropping so you will need to crop your photo in other software ahead of time. When cropping in other software try to remove any extra space above your head to ensure pictures based off of this one (ex: Browse > People) are rendered correctly. Try to make the top of your head be as close to the top border of the picture as possible.
When I try to use a custom avatar there is an "exceeded the avatar upload limit" error.
You are only allowed two custom avatars. When using the profile wizard there is an option that lets you use your uploaded profile pic as an avatar. You can also do this if you ever upload a new photo to your profile. If you currently have two avatars you will need to delete at least one to allow upload of another new custom avatar.
How do I attach a file to a reply?
If you need to attach a file to a reply you must use the advanced editor. Click the Use advanced editor link in the upper right hand corner of the reply box to swap to advanced mode. On the new reply page an Attach Files link will appear under the editor. Please take care to remove any sensitive information from attachments such as passwords, unprotected public IP addresses, or phone numbers before adding them.
How do I login to this site from my iPhone or Droid?
If you wish to use this site on your mobile device you will need to get an activation code to tie to your account. Go to your profile page (click your name on the top right of the page) and then click the Edit preferences link. There will be a Mobile tab on the next page next to the General Preferences tab. Click the Mobile tab and then on the resulting page enter a name for your device to identify it to you (ex: IPhone, Driod, Tablet, etc) and click the Get Activation Code button. You will be presented with an activation code or a QR code image that you can use to complete the activation process on your mobile device. You can access this site directly from your smartphone browser or by installing the "Jive Software" app in the iPhone App store or Google Play .
Why am I not shown in the Top Participants if I have more points than other users there?
The Leader Board on the main landing page displays the users with the most points overall. The Top Participants in different product areas are calculated by participation in that area alone (not overall).
What do I get points for in the ADTRAN Support Community?
Posting or responding to a discussion and more importantly supplying responses that are selected as helpful or the correct answer to another user's question. If your answer is later unselected as correct or helpful or posts are removed your points will automatically be adjusted. Please see the Ranking and Rating Help section for more information.
What is the difference between a direct message and a private discussion?
A direct message can only be sent to members that you are friends with and can be sent by hovering over the user's name anywhere in the community and clicking Direct Message or by the Send direct message link on their profile page. A private discussion can be sent to anyone and works like a normal discussion except that it is private. A private message can be sent by clicking the Create button, Start a discussion, and clicking Private discussion. Just remember that when using these features the rest of the community cannot see the content and it is always a best practice to share information that others can benefit from.
When I log in I am prompted to accept the Terms and Conditions again after I already accepted them before.
Anytime an update of any kind is made to our Terms and Conditions you will be prompted to accept them again. Even formatting changes count to trigger this. We will try our best to make changes as infrequently as possible.
How do I find kb articles from the old site kb.adtran.com that have been relocated here?
If you know the 4 digit kb article number simply enter it in the search box on this site (ex: 2010). You can alternatively search by the title of the document.
How do I use the search engine on this site?
The search on this site will match your query against the title, body, and tags of content. When using the search bar on the top right hand side of the page results will appear as you type them. After running the search your results will appear on the following page. There is a Search Tips link you can click under the search bar on the results page that will give more details on how to use the search engine. Also, please note that restricted documentation for some Network Service Provider infrastructure products will not show up in the search unless you are logged in and have the appropriate permissions. Please see the Restricted Content Help section for more information on these products.
Why do I see Security Warning messages when using Internet Explorer?
Internet Explorer will display these warnings on a secure site (HTTPS) when other elements within the page are non-secure (HTTP). An example could be viewing a post within the ADTRAN Support Community that contains a link to an external site such as youtube.
I am having an issue not covered in these FAQs or any of the other Help pages.
Please go to our Feedback Help page and start a discussion so one of our admins can help you with your issue. Before making your post please read the instructions on the top of that page so we can help in the most efficient manner.