CPM and rp5470 problems - just me?

[Seth Parker]

I'd like to see if anyone else out there is having the same problem I am with the ITRC and CPM.

We traded-in our old K570 for an rp5470. Everything was fine until HP finally took the K570 off our support contract. Once that happened, I am no longer able to access the CPM. It shows as something I need to pay for.

Now, I've got a call into HP about this and they say it's because the rp5470 isn't considered to be a 9000 system by the ITRC software and that they are working on it. That was several weeks ago (I placed the call in early January and received my first response on Jan. 17).

I'm trying to see who else is affected by this because it's really starting to annoy me.

Respond if you're having problems too.

Thanks!

P.S. We *are* entitled to CPM access with our new machine. We've got PSS and everything. That was the first thing I checked, just to make sure it wasn't on our end....

[Seth Parker]

That's not the kind of experience I'm talking about, though I have had similar issues with the contracts people. I'm not trying to bad-mouth HP with this thread. Almost always, the support I receive from HP is far better than I would expect. I guess that makes failures like this all the more glaring.

Supposedly, this is an issue with the ITRC site itself, not with the contract. So, I'm trying to see how widespread this is and maybe get the devs to realize it's important to get it fixed.

[Indira Aramandla]

We might land in the same boat as you. In the next two months we will be trading-in our old K360 for an rp5430.

And when HP stops the support for K360 from 30th June-2003, we might have somilar access issues. And not sure what else will be the case.
So I would like to know if there is anything else in the contract mentioned that we might miss. Thanks for sharing this seith.

And I also agree with you that HP-support is a lot better than other support services. From my previous experiecne they were very prompt and aided in resolving isses.

And if this is an issue then may be the DEV team should fix the issue. I am assuming this from seith, as we will be in a similar boat soon.

[Justin Willoughby]

There should not be a problem with rp5470's and the ITRC. We just bought two and they show up in the ITRC. Grated we still have our K570 (not trading it it) but it just took the contracts people a while to get the info to the ITRC. I went back and forth between the ITRC & Contracts before I got software and hardware support on the ITRC for the two new rp5470's. If I remember right it showed software support almost right away on the ITRC but not hardware support. Finally both hardware and software support were showing.

You have linked/enabled hardware/software support to your ITRC login correct using your new system handles?

- Justin

[Seth Parker]

Well, I've got good news. It turns out that this hasn't been fixed because the ITRC people are waiting for the next release of the ITRC site to be released. This is supposed to be scheduled for the end of March, and at that time everyone will have free access to CPM. So, it won't matter what system you have.

So, I'm just going to have to get a Patch Analysis done by my ASE in the meantime.

Anyway, if you've got rp5470s and are about to take your older machines off support (completely) before the new site is released, you won't be able to get to CPM.

Since I got so few replies, I'm guessing no one believes that this is a site problem, but it is. HP has checked our contract (more than once), I linked my system handle just like I did with our K570, etc. It just doesn't work. The site checks the system type on contract against what it considers valid systems when you log on. Unfortunately, the ITRC software doesn't consider the rp5470 to be a 9000, so CPM becomes something you have to pay for.

Here's the funny part. We got the rp5470 last summer. Our K570 didn't come off support until the end of December. But, I used CPM for the rp5470 5 or 6 time during that period, with no trouble. Go figure.

Anyway, it's good news in the end since it sounds like everyone's getting something out of this (even though I'm having to wait for 2 months... grrrr!).

Seth