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Customer downloads

This page explains which releases a customer can download, what their installs see, and how to send a release to a customer without internet.

Who gets which release

A customer's install is offered a release when all of these are true:

  • The customer has a license for that product, and it is Active. It has started, it hasn't ended, and it isn't suspended or revoked.
  • The release is Published, and it isn't withdrawn.
  • The release was published on or before the last day of the customer's update coverage.

The last rule matters most. Update coverage is the date until which a customer may get new releases. See Update coverage.

Example: coverage still running. Acme's update coverage runs until 31 Dec 2026. We publish Trawler 2.4.0 on 23 Sep 2026. Acme is offered it.

Example: coverage ran out. Blue Wave's update coverage ended on 30 Jun 2026. We publish Trawler 2.4.0 on 23 Sep 2026. Blue Wave is not offered it. They can still download Trawler 2.3.0, published on 1 May 2026. It came out while they were covered.

Example: license ended. A customer whose license has ended, or is suspended, can't download anything. That includes older releases. Renew or resume the license first.

When there are several releases, the install gets the newest one it may have. It also has to be able to take it. See Compatibility.

What customers see

Customers never sign in to Chandler. Their installs ask Chandler by themselves, using the install's credential. See Credentials.

  • The install asks: "Is there something newer for me?"
  • Chandler answers with the newest release the customer may have, or "no update".
  • The install downloads the file straight from our file storage. The download link it gets works for 5 minutes only.
  • Before installing, the install checks the file against its signed description. A changed or damaged file is refused.
  • The install never goes back to an older release than the one it has.

A new release is offered within minutes of someone clicking Publish. A withdrawn release stops being offered straight away.

Offline packages

Some customers run our products on a network with no internet. Their installs can't ask Chandler for updates. Instead, you send them an offline package.

An offline package has two files:

  • The release file for the customer's platform.
  • The signed description of that file. Its name ends in .manifest followed by a short code. The install uses it to check that the file is genuine and complete.

To make one, you need the License admin or Release publisher permission.

  1. Open the release. It must be Published.
  2. Click Download offline package.
  3. Type part of the customer's name and click Find licenses.
  4. Pick the customer's license, and the platform they need.
  5. Click Download offline package.
  6. On the next page, download both files. The link to the release file works for 5 minutes, so download it straight away.

Chandler checks the customer's license first, with the same rules as online downloads. If the license doesn't cover this release, Chandler says why, and you can't make the package. Every package you make, and every download of its signed description, is recorded in the audit log.

The customer also needs a current license file. See Sending a license file.

Send the files the way you agreed with the customer, such as a shared folder. They contain no secrets, but they are our product, so send them only to that customer.

Messages and what they mean

Message What it means What to do
The install says there is no update Nothing newer is published for them, or their coverage ended before it came out. Check the license's update coverage and the release's publish date.
The install says its license can't be checked The credential was rotated or revoked, or the license was revoked. See A customer's install can't check its license.
The install says the download was refused The license is suspended or has ended, or the release was withdrawn. Open the license and check its status.
The install says the file doesn't match The file was damaged or changed on the way. The install didn't use it. Ask the customer to try again. If it keeps happening, tell engineering.
The install says the release is older than what it has Someone tried to install an older release. The install refused it, on purpose. Send the newest release instead.
Chandler says the license doesn't cover this release The license isn't active, or its update coverage ended before the release came out. Renew the license first, or send an older release.
The release file link shows an error page The link to the release file works for 5 minutes only. Click Download offline package again.