Download Simplivity Software with HPE Tech Care Service contract

[Fazer]

Hello,

We have an HPE Tech Care Service contract for our Simplivity systems.
But I can't download any software for Simplivity.
e.g. HPE SimpliVity OmniStack Interop Catalog1, HPE SimpliVity OmniStack Software for VMware vSphere etc.
Is it not possible with this contract or is there an error?

If I try to download, get the message:
"We're sorry, but we could not find product HPE SimpliVity OmniStack Software included in the support contracts linked to your profile."

Our distributor told us that HPE has changed the contracts and the software download now costs extra.
We paid an amount X for the contract this year, which is about 8% more than last year. To get the software, our distributor now demands about 65% of the amount X in addition. Is this correct, has HPE really changed something? I can't find anything about it online.

Thanks

[Mahesh202]

Hi Fazer

It would be helpful if you could contact the HPE SimpliVity Tech Support team to verify the warranty and discuss the message you are receiving when you attempt to download it. Alternatively, you can read through this Knowledge Base article
https://support.hpe.com/hpesc/public/docDisplay?docId=cep-help_en_us&page=GUID-50EAA3CB-5951-4AF1-82F2-7003A28EB70C.html
that may assist you in verifying the warranty status.

hope this helps.!!

Regards
Mahesh.

[Fazer]

I have already contacted HPE Support and Software Service Support. I'm just going around in circles.

Statement from HPE Support:
I understand your problem, but unfortunately we are only from the Break and Fix Team and are not responsible for it.
This team usually looks at the accounts and why the software cannot be downloaded.
But I don't understand why the link doesn't work.
Could you please try here: https://myenterpriselicense.hpe.com/cwp-ui/contact-us

Statement from Software Service Support:
In order to access / download the software, you need to have a valid support contract, which includes this software , linked to your HPE Account.
Once the support contract is linked to your HPE Account, you will not receive such error message.
Since, the linking of the support contract / SAID to your HPE Account is happening on HPE Support center, please kindly contact HPE Support center team and request assistance with the linking of the SAID.

I don't know what else I can do. No one can even tell me whether the service is included in my contract.

[Sunitha_Mod]

Hello @Fazer,

We regret the inconvenience caused. We have shared the details with the respective team to look into it. Someone from the team will check and reach out to you. 

[gustenar]

@Fazer 

What the software team indicates is correct, you first need to link your SAID to your HPE Passport account to be able to download software. Have you done this step? Another thing that must be checked is if your contract has the option to download software enabled. What is the support case ID you are working on?

[Fazer]

Thank you for your answers.

I already have a ticket open on all possible support portals.

What surprises me is that I was able to download the files last year without any problems. Nothing has changed in the contracts, they are renewed every year.

[Fazer]

I also contacted our distributor. Unfortunately the contact person is on vacation. But I will post the solution here.