Entitlement Information in RSP Client

[Marcus Longardt]

Hello,

I have a strange SIM/RSP problem. I installed SIM 5.3 and RSP 5.20.

The normal Warranty Check works fine - I get all Information. But when I go to Options -> Remote Support Configuration and Services -> Entitlement in the row ENT I get only yellow flags (RS is green). When I click on the yellow flag I see the main Informations (Product-No, Serial-No, Hostname and Country Code) and below them:

Retrieved Entitlement Details
C:\Programme\HP\RemoteSupport\bin\..\tmp\output0000001185c4c5510000000300000001.xml


After that I have a link:
run remote support entitlement check now

And when I use the link and make a refresh I get the same again!!

Have anyone an idea?

Best regards
Marcus

[Armin Kunaschik]

From my experience you probably missed some important data. You need to have at least a system serial, a product number, (maybe) a support agreement id, system country code, site informtion and customer data.
Very frequently the product number is not discovered automatically.

My 2 cents,
Armin

PS: Please assign points!

[Marcus Longardt]

Thank you for your answers.

But these information (serial-No, Product-No, country code, Site name and Primary customer contact) are there!!

The normal warranty check get all information and the RS row is green.

Regards
Marcus

[Dominic Schoehl · Accepted solution]

Hello Marcus,

is "Transport Enabled" for the specific device? If not, the Entitlement will fail.

Enable Transport and then re-run the entitlement check.

Regards
Dominic

[Marcus Longardt]

Sorry - I am late with my response ...

@Dominic: You are so right - TE solved the problem. There was I blind!!

Thank you!

Best regards Marcus