Software Update Manager down?

[Jayson T. Garrett]

I've been trying to get into Software Update Manager from the ITRC website for some time now (several weeks, in fact), and each time, I'm told that it's unavailable.

Has it really been down all this time, or is there a problem at my end? Anyone else noticing this? Thanks!

[Helen French]

Hi,

SUM is working for me. Last week, I did a new update order and it worked fine. Even now, I can access it. May be some problem with your ITRC login or system handle.

Try here: http://us-support2.external.hp.com

HTH,
Shiju

[Patrick Wallek]

I just got into SUM without a problem. So it's not down. At least not right at this moment.

[James R. Ferguson]

Hi Jayson:

I am able to access SUM. If you have a problem, click the 'contact HP' link at the left and submit a query and/or give the Response Center a call.

Regards!

...JRF...

[Jayson T. Garrett]

This is really weird; I just tried to get in again, using the alternate URL that Shiju provided; I *still* get this message: "Software Update Manager Unavailable. Hewlett-Packard regrets this service is temporarily unavailable. Please try again later. (Error 9916)"

I've submitted an inquiry via "Contact HP" before, and no one ever answered it.

[melvyn burnard]

I would strongly recommend you contact your local HP Response Centre regarding this.
There should not be a problem with this service, but they should be able to check.

[Helen French]

Hi,

Try this:

1) Remove your hostory files from the internet option.

2) Logout and login again to ITRC.

3) Close the internet explorer and start again.

HTH,
Shiju

[erics_1]

Jayson,

I would use software call manager to open a case with the response center. They should be able to get this resolved for you. I was just able to get into SUM as well.

Best Regards,
Eric

[Sanjay_6]

Hi Jayson,

It worked for me too,

http://us-support2.external.hp.com/swd/bin/doc.pl/sid=645d17d008cf126e1a

Looks like some problem at your end.

Hope this helps.

Regds

[erics_1]

Jayson,

Try this:
Go to 'My Profile'
Select 'View or Modify Support Agreement'
Under 'Support Agreement Information' does it say 'Software: Active' to the right of the system handle?
Also, under the 'allows access to' column, is 'Software Update Manager' listed?

Both fields will need to have those values in order to use software update manager.

Best Regards,
Eric

[erics_1]

Jayson,

Did you ever get into software update manager?

Eric

[Jayson T. Garrett]

Hi folks...

Thanks for all your helpful suggestions. Unfortunately, I'm still not able to get into SUM. I checked, and I do have active software support agreements attached to my profile, but still no luck.

To see if it was my browser, I've even tried getting in using different PCs, including trying IE on Mac OS X, but no luck.

I guess I'm going to have to call the Response Center, even though I'm not sure who to ask for when I do. :-)

[Elizabeth_2]

Hi Jayson,

When you call the response center just let then know that you are having problems ordering media on on SUM/ITRC. There is a designated ITRC team dedicated to helping resolve these types of problems.