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Entitlement Information in RSP Client

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Entitlement Information in RSP Client

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
4 REPLIES
Armin Kunaschik
Esteemed Contributor

Re: Entitlement Information in RSP Client

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!
And now for something completely different...

Re: Entitlement Information in RSP Client

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
Occasional Advisor
Solution

Re: Entitlement Information in RSP Client

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

Re: Entitlement Information in RSP Client

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