IBM entitled software support, how to use

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presentation how to manage IBM I and AIX keys , ePoes , transfer keys etc. using IBM ESS web site

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IBM entitled software support, how to use

  1. 1. GUIDELINES TO ESS WEBSITE License Management for IBM i + AIX software on the web www.ibm.com/eserver/ess World Wide
  2. 2. <ul><li>INDEX OF CONTENTS </li></ul><ul><li>LATEST NEWS </li></ul><ul><li>PART I : SIGN IN ON ESS </li></ul><ul><ul><li>REGISTER AN IBM ID AND SIGN IN . </li></ul></ul><ul><ul><li>BUSINESS PARTNER PROFILE </li></ul></ul><ul><ul><li>ESS USER ROLES & RESPONSIBILITES: AN OVERVIEW </li></ul></ul><ul><li>PART II : REGISTER AND MANAGE A CUSTOMER NUMBER </li></ul><ul><ul><li>CUSTOMER NUMBER REGISTRATION (IBM INTERNAL USER) </li></ul></ul><ul><ul><li>CUSTOMER NUMBER REGISTRATION ( EXTERNAL USER) </li></ul></ul><ul><ul><li>MANAGE CUSTOMER NUMBERS & AUTHORIZATIONS </li></ul></ul><ul><li>PART III : MY ENTITLED SOFTWARE </li></ul><ul><ul><li>SOFTWARE UPDATES (IBM i and AIX) </li></ul></ul><ul><ul><li>SOFTWARE DOWNLOADS (IBM i and AIX) </li></ul></ul><ul><ul><li>TRY AND BUY ( IBM i only) </li></ul></ul><ul><ul><li>ENTITLEMENTS (IBM i only) </li></ul></ul><ul><ul><li>KEY MANAGEMENT (IBM i only) </li></ul></ul><ul><ul><li>SWMA INVENTORY (IBM i and AIX) </li></ul></ul><ul><ul><li>DATA REPORT (IBM i and AIX) </li></ul></ul><ul><li>PART IV : TROUBLESHOOTING </li></ul><ul><li>NEED HELP ? Contact information </li></ul>
  3. 3. LATEST NEWS ESS installation on the 23d of April 2010. * ESS support of new IBM i V7R1 * Try and buy for IBM i Try and Buy new function allows IBM i customers to download keyed software products, bonus programs and licence machine code for V5R4, V6R1 and V7R1. Entitlements and SWMA are not required to download the trial software products. The download images are exactly the same as would be provided if physical media had been ordered. The trial use period is 70 days. An order placed for any of the trial use LPs will provide the customer with a full entitlement and permanent SW Key. The trial use LP will not need to be re-installed. Installing the permanent SW Key will provide for continuous operation of the installed LP. Check the help section for more information. * Enhancements on Software Updates : IBM Entitled Software Support focus on electronic software delivery. Electronic software delivery is designated as the primary software delivery method. This supports environmental friendly practices of reducing physical packaging materials, hardcopy documentation, and media (CDs/DVDs). Electronic software delivery allows you to download multiple AIX and IBM i operating system release levels to support partitioned systems and also for testing of new releases prior to upgrading your system. Use Software downloads for the download of any entitled softwares or Try and Buy to download any IBM i keyed software products and bonus programs. The instructions for using electronic software delivery are available in the help section under Electronic Software delivery. A list of supported products can be found as well in the overview &quot;supported products&quot;. * Entitled Software Updates and Software Downloads are now available to more countries. Entitled Software Updates and Software Downloads are now available in the following countries : Korea, Taiwan, Thailand, Vietnam, Singapore, Philippines, Malaysia, Japan, Indonesia, India, Hong Kong, S.A.R. of China, Macao S.A.R. of China, China, Sri Lanka, Union of Myanmar, Brunei, Bangladesh. Brazil, Argentina, Chile. Bolivia, Columbia, Costa Rica, Dominican Rep., Ecuador, Guatemala, Honduras, Mexico, Nicaragua, Paraguay, Peru, El Salvador, Uruguay, Venezuela, Croatia, Rumania, Bulgaria, Slovakia, Slovenia, Hungary, Serbia, Estonia, Latvia, Lithuania, Albania, Macedonia, Moldavia, Bosnia-Herzegovina .
  4. 4. PART I : SIGN IN ON ESS LANGUAGE : It is possible to change the language on the website. Please click on “change” (*) <ul><ul><li>REGISTER AN IBM USER ID (EXTERNAL USER) </li></ul></ul><ul><li>I f it’s the first time you access ESS, register an IBM ID. Click on the link “ register ” (**) </li></ul><ul><li>- Use your email address as User ID. </li></ul><ul><li>- The user ID must be of maximum 16 characters. </li></ul><ul><li>- The user ID and password can be used on other IBM websites. </li></ul><ul><li>Passwords are case sensitive. Make sure that caps lock is not on accidentally. </li></ul><ul><li>REGISTER AN IBM USER ID (IBM INTERNAL USER) </li></ul><ul><li>As an IBM'er , you can use your internal e-mail address and INTRANET password .( ex: [email_address] ) </li></ul>Problems with IBM ID and/or password contact: HELP DESK Contact information : https://www.ibm.com/account/profile/us?page=reghelpdesk
  5. 5. <ul><li>BUSINESS PARTNERS PROFILE </li></ul><ul><li>IF you are an IBM Business Partner, you can set your user ID as BP. Please see how to register an IBM user ID if you do not have a user ID yet. </li></ul><ul><li>The BP role allows you to register your customer’s number, even if there is already a Primary Contact assigned to that number . You will receive the following default authorizations: </li></ul><ul><li>- VIEW KEYS </li></ul><ul><li>VIEW EPOES </li></ul><ul><li>DOWNLOAD </li></ul><ul><li>ORDER UPDATE </li></ul><ul><li>SWMA INVENTORY CHECK </li></ul><ul><li>For further authorization send the request to the primary contact or Administrator. </li></ul><ul><li>- TRANSFER EPOES </li></ul><ul><li>ADMIN </li></ul><ul><li>If there is no Primary user or Administrator: 1. You may encourage the End Customer representing the company to register the customer number, be assigned the Primary Contact and provide you with the extended, additional access. 2. You may request the Business Partner User Profile to be removed from your IBM ID, register the customer number again and you will be assigned the Primary Contact representing the company. </li></ul><ul><li>3. You may create an second user ID with no Business Partner Profile. </li></ul>
  6. 6. How to register as Business Partner ? Step 1: In the left hand menu, click on “Register for Business Partner Access” Note: When you are registered as BP, the option to register for Business Partner access will disappear from the left side menu
  7. 7. Step 2 : Fill in the form accordingly and click submit. You will receive a confirmation within 48 hours. Note : the email address should be your company's email address
  8. 8. ESS USER ROLES & RESPONSIBILITES: AN OVERVIEW Must be requested to keysup As assigned As assigned Yes Transfer Entitlements Yes yes As assigned Yes View Entitlements       Yes SWMA inv Yes yes As assigned Yes KEYS (View, Send, Install & Download) Yes yes As assigned Yes DOWNLOADS ( software ) Must be requested to keysup yes As assigned Yes ORDER UPDATES No (If assigned as admin) yes (If assigned as admin) yes Yes Create App User No (If assigned as admin) yes (If assigned as admin) yes Yes Create Special Users (admins) Authorizations Note : Primary contact authorites upon first to register an IBM Internal Customer number Additional authorities granted by Primary Contact or an admin. All authorities assigned by the admin or the primary Contact All authorities assigned by default upon registration. Default authorities without customer registration necessary Default authorities upon registration; Needs to be added by the primary user or an admin: First to register a customer number! How authorized? IBM Internal User Business Partner Secondary user End Customer (Primary contact) User Profile:
  9. 9. PART II : REGISTER AND MANAGE A CUSTOMER NUMBER CUSTOMER NUMBER REGISTRATION (IBM INTERNAL USER) When signing in, you will automatically be directed to “Key Management ” (see below) You can use “my entitled software” in 2 different ways: - No registration of a customer number. You can have direct access to view keys, E-poes, SWMA records, by entering the hardware serial number ( Please enter the 7 digits of the hardware serial number) and with no need of previous registration. - Registration of customer number You need to register the customer number or hardware serial number, if you want access to download, upgrade order ,transfer entitlements, or to make a data report.
  10. 10. <ul><li>To register a customer number : </li></ul><ul><li>Click “register IBM customer number “ and insert a customer number or machine serial number. </li></ul><ul><li>The customer number you registered will be kept in your profile until the next session. When you sign in again, you will need to register it again, unless you have checked the box “to register permanently the customer number”. </li></ul><ul><li>Note: This is subject to continued business need review. </li></ul><ul><li>As an IBM internal user you will not have automatically access to order update or transfer Epoes ( if external customer number) </li></ul><ul><li>Extended access to ORDER UPDATE or TRANSFER can be requested, in alignment with Business Needs to [email_address] </li></ul>
  11. 11. CUSTOMER NUMBER REGISTRATION ( EXTERNAL USER) This first step is required one time only for each customer number. The person who registers the customer number will be assigned as the primary contact . Ensure that the person who registers the customer number is the appropriate person for this role. You can find the information required to register (customer number, order number,SWMA contract number or system number) in the documentation shipped with your software order : Where can I find the registration information ? On the packing list documentation shipped with your software order (available for IBM i and AIX) You can also contact you business partner or IBM representative to obtain the necessary information
  12. 12. First Page : Register IBM customer number > Select the country from the list. > Type the customer number without the country code (CA and EMEA = last 6 numeric digits; US = 7) > Click SUBMIT to proceed.
  13. 13. <ul><li>Second page: Select an authentication. </li></ul><ul><li>To obtain full access to the customer number, one the of following items should be selected. </li></ul><ul><li>Order number (6 digits) </li></ul><ul><li>SWMA Contract Number (6 digits) </li></ul><ul><li>System number (5 digits) </li></ul><ul><li>Note: this is not the Hardware serial number </li></ul><ul><li>If the customer number has already a primary contact, the choices above will be grayed out. Contact the primary user on the link “here” </li></ul><ul><li>To obtain access to Electronic Software Downloads, select Hardware serial number : (7 digits) </li></ul><ul><li>Note : Registering with HW# gives only access ESD – entitled software download. </li></ul>
  14. 14. <ul><li>Manage a customer number </li></ul><ul><ul><li>- Manage authorizations: </li></ul></ul><ul><li>This option is only available for Administrator and primary user. </li></ul><ul><li>You can add a new user ID to the customer number and select the authorizations you wish to give to the user . </li></ul><ul><li>You can edit authorizations for a user and add or remove authorizations. </li></ul><ul><li>You can remove a user ID from a customer number. </li></ul><ul><li>- Edit nickname </li></ul><ul><li>You can in this option give a specific name to an hardware serial number. </li></ul><ul><li>How to manage a Primary user role ? </li></ul><ul><li>You can transfer the Primary Contact authorization to another User ID </li></ul><ul><li>without losing your access to the customer number, but you will need </li></ul><ul><li>to have at least Admin authority. </li></ul><ul><li>=> Edit another User ID and check “Primary contact “ , </li></ul><ul><li>the primary contact will be automatically unchecked under your own user ID. </li></ul><ul><li>=> If you are an admin, you can as well uncheck Primary contact from one user ID and add it to another User ID. </li></ul><ul><li>=> If you remove a user ID with Primary user role, the Primary user role will be automatically assigned to you. </li></ul>MANAGE CUSTOMER NUMBER(s) & AUTHORIZATIONS
  15. 15. VIEW MY AUTHORIZATIONS On the left side menu, click on View my authorizations Step 1: Show all customer numbers registered on your profile or select a customer number from the drop down list. Click on View authorization details Step 2: At this point, you can only view the authorizations for a registered customer number. To request additional access to the Administrator / Primary Contact, please click on the indicated link. Note: You can also remove the customer number from your profile. If you are a primary contact, please transfer authorization of primary contact to another user before you remove your own user ID.
  16. 16. PART III : MY ENTITLED SOFTWARE After registering your customer number, please click on one of the different options in the left hand menu bar to work with your machines. You can now go to one of the functions from the left hand menu bar Note: The different options will only show if you have access to it.
  17. 17. MY ENTITLED SOFTWARE ORDER UPDATE – ESU (IBM i and AIX) Step 1: Select customer number and hardware serial number Conditions of an upgrade order for IBMi : - There is an ePoe for the product or the sw serial number is correctly linked to the system number and customer number in the inventory. - There is active SWMA Conditions of an upgrade, refresh or update order for IBM AIX : - There is active SWMA
  18. 18. Order Update for IBM i Update to a Higher release : Current base release: is based on the licence key of the i/OS highest level( PID : 57XX-SS1 5050) The upgrade to base release: will show by default the highest release available for the machine based on availability and SWMA. Click on show details to see the list of products available for a release based on the machine's entitlements.
  19. 19. Order Update for IBM i Next step: Updates availability. Update of a single product : If a product licence key is at a lower release than the i/OS release, the product will be listed in the list of products for the current version. Example: Product 5761-ST1 is still at V6r1 while machine is currently at V7r1. ´ Select the upgrade to base release to be the same as the current release and click on continue.
  20. 20. ORDER Update for AIX <ul><li>Next step: Updates availability </li></ul><ul><li>The list of products available for updates based on the SWMA are shown. </li></ul><ul><li>Products are separated by SIPO Number : 5692-A5L for AIX V5.3 and 5692-A6P for AIX V6.1. </li></ul><ul><li>Click on “show feature code” to see all different Products and features available under a SIPO number. </li></ul><ul><li>For AIX V5r3 and AIX V6.1 When placing an upgrade order you will receive the latest TL and SP version available. </li></ul><ul><li>Earlier TL or SP level are available depending of the SWMA under SIPO number : 5799-HKS and 5799-HKR </li></ul><ul><li>Note: AIX 5.3 and 6.1 latest TL are only available on DVD. </li></ul>
  21. 21. Order Update for IBM i and AIX: select language feature: <ul><li>The language selected as main language will be by default the individual language for each product, unless the product is not available in that choice. In that case, select an alternative language and click Continue to process the order. </li></ul><ul><li>Note: IBM i V7 products use language groups. See Help &quot;IBM i V7 language groups&quot; for a list of languages included in each group. </li></ul>
  22. 22. Step 2 : Terms and Conditions
  23. 23. Step 3 : Order Summary You can edit the shipping address if you need to make any changes to it or add the person who should receive the order.
  24. 24. Step 3 : Order Summary Entitled software updates order You can see the list of Media features that will be sent. Confirm with e-mail A confirmation email will be sent to your email address. You can add other emails by clicking on ”edit email distribution list” Delivery options: > I want to download the order instantly. Place an upgrade order and be directed to the download function right after the update. > I want to download the order later Place the upgrade order and use software downloads whenever it pleases you. >I want to receive the order as a physical shipment . Use the drop down menu to select the media type. Note : this option is not yet available in all countries. Contact key Center for more information.
  25. 25. Last Step : The order confirmation Whatever delivery options you have chosen an email confirmation will be sent to your email address and any other additional addresses you have added. The same information as in the confirmation page will be sent to your email address. The confirmation includes the software order numbers. You will need this order number to follow on the shipment. You can track your orders on another website – Link under order update right hand menu.
  26. 26. <ul><li>SOFTWARE DOWNLOADS – ESD (IBM i and AIX ) </li></ul><ul><li>Use the help section “Electronic Software Delivery” for guidance into downloading and installing the software. </li></ul>Important: The download option for IBM i is based on the ePoes. If there is no Epoe the product will not show up in the list of products. Currently only V5r4, V6r1 and V7r1 are available for download. Earlier Version and Release are not available on the website. The download option for IBM AIX is based on the SWMA available for a machine.
  27. 27. <ul><ul><li>Note: It is possible to select also out of service products and download the withdrawn products if they are still available (IBM i only) </li></ul></ul><ul><ul><li>Step 2 : Select the product(s) you would like to download and click on continue. </li></ul></ul>
  28. 28. From Software Updates to Software download in one step: <ul><li>When the delivery option : I want to Download my order instantly has been selected, the next page will be the download page step 2: </li></ul>
  29. 29. <ul><ul><li>Step 3: Select the product packages you would like to download. </li></ul></ul>
  30. 30. Step 4 : Terms and conditions. To begin downloading, click the I agree button below. By clicking I agree you agree that you have had the opportunity to review the terms and conditions for all products you are downloading and that such terms and conditions govern this transaction. Select I disagree to exit or cancel to return to the previous page.
  31. 31. Step 5: Start Download. Estimated download time for the selected SW is displayed 2 download options: Download Director: Use of applet, single-click to download entire package, pause/resume capabilities HTTP : Each package to be downloaded individually, no pause/resume capabilities
  32. 32. TRY AND BUY ( SOFTWARE DOWNLOADS – FOR IBM I ONLY) <ul><li>Try and buy allows IBM i customers to download keyed softwares products without entitlements or keys. A current SWMA is not required neither in order to download trial software products. </li></ul>Step 1 : Machine selection Only IBM i machines will show in the list of machine . IBM Power machines will only show up in the list if there is any history of IBM i software orders.
  33. 33. Step 2 : select product: <ul><li>Select the IBM i/OS you need the download for. Only 1 release can be selected at a time. </li></ul><ul><li>Select the language you need the download for. </li></ul><ul><li>Users can download trial versions of IBM i V5R4, V6R1 and V7R1. Software keyed products and other bonus programs will be available under the i/OS product number. </li></ul>
  34. 34. Step 3: Select the product packages you would like to download and click on continue. Step 4 : Terms and conditions. To begin downloading, click the I agree button below. By clicking I agree you agree that you have had the opportunity to review the terms and conditions for all products you are downloading and that such terms and conditions govern this transaction. Select I disagree to exit or cancel to return to the previous page.
  35. 35. Step 5: Start Download. <ul><li>Try and Buy download is used the same way as Download function. </li></ul><ul><li>Go to the help section “Electronic software Delivery for more information on downloading, burning on CD's, or installing the softwares. </li></ul><ul><li>Use one of the 2 available options to download: </li></ul><ul><li>Download Director: Use of applet, single-click to download entire package, pause/resume capabilities </li></ul><ul><li>HTTP : Each package to be downloaded individually, no pause/resume capabilities </li></ul>
  36. 36. <ul><li>ENTITLEMENTS (IBM i only) </li></ul><ul><li>View ePoe or Electronic Proof of Entitlement: </li></ul><ul><li>Click on View/print to see more information as : Version, order number. </li></ul>
  37. 37. <ul><li>Transfer of ePoE </li></ul><ul><ul><li>Step 1 : Select transfer from customer/hardware serial number and click on the arrow button. </li></ul></ul><ul><ul><li>A list of all ePoEs available on the transfer from Machine is displayed at the bottom of the page as well as the epoes on blank (linked to the selected customer number) </li></ul></ul><ul><ul><li>Step 2 : Select transfer to target customer number/hardware serial number. </li></ul></ul><ul><ul><li>Step 3 : Select the ePoE(s) to be transferred and click on the Continue button. </li></ul></ul>
  38. 38. <ul><ul><li>The Applet connection : </li></ul></ul><ul><ul><li>What is the applet ? </li></ul></ul><ul><ul><li>You need to have administrator access and sign on to the IBM i Machine source in order to proceed with the transfer. This insures that you have the authorizations required to make the transfer. </li></ul></ul><ul><ul><li>When do I see the applet ? </li></ul></ul><ul><ul><li>The product to be transferred is key protected and the Epoe to be transferred has a different customer number than the machine target ( and a different affiliate number) </li></ul></ul><ul><ul><li>More information can be found in the help section. </li></ul></ul>
  39. 39. What to remember when make a transfer through the website : <ul><li>Both source machine and target machine should be registered under the same customer number or affiliate number OR the user should have admin access to the IBM i source machine. </li></ul><ul><li>IBM i/OS and per processor ( product 57XX-SS1 5050 and 5051, 5052, 5053) are not transferralbe via the web. Contact customer support for further information. </li></ul><ul><li>Per user ( 5733-QU2, 5761-WDS...) products are not transferrable on the web. Please contact Customer support to request the transfer. </li></ul><ul><li>You can transfer Epoe from one Hardware serial number to another or transfer to none (blank) so the Epoes will only be link to your customer number and ready to transfer to another machine if you are making replacement of one of your IBM i machine. </li></ul><ul><li>If you would like to see the list of ePoE(s) that might be assigned on blank hardware serial number, select the customer number and ”none” option. </li></ul>
  40. 40. <ul><li>KEY MANAGEMENT (IBM i only) </li></ul><ul><li>You can : </li></ul><ul><li>View the keys for a selected machine. </li></ul><ul><li>Download the keys and save the file on your computer. </li></ul><ul><li>Install the keys directly to the IBM i machine ( need administrator rights to access the machine and connection to the IBM i machine) </li></ul><ul><li>Send the keys ( it will be send to your email address registered with your user ID) </li></ul><ul><li>Note : Lpar machine only show the 3 highest levels. </li></ul><ul><li>Ex: Machine at V6r1, only V6r1,V5r4 and V5r3 keys will be available on the website. </li></ul>
  41. 41. 5. SWMA RECORDS (IBM i and AIX) On this page you can check the status of the Software Maintenance Agreement on your IBM i and AIX machines. Step 1: Select customer number/hardware serial number and click on GO Step 2: The list of available SWMAs is displayed. STATUS  = ACTIVE  = INACTIVE
  42. 42. To view detail information about the SWMA, click on the product ID. You can find valid information as system number, supported release, affiliate number..
  43. 43. For IBM AIX you can click on ”View Supply” to access the supply features available for this machine. You will have the list of software products available according to the SWMA.
  44. 44. <ul><li>DATA REPORT (IBM i and AIX) </li></ul><ul><li>Step 1 : Select the report type </li></ul><ul><li>In order to see a report type. You need to have the </li></ul><ul><li>necessary authorization for the function. </li></ul><ul><li>For example: You need 'SWMA view' authorization in order to be able to select an SWMA inventory report. </li></ul><ul><li>The function needs also to be available in the country for </li></ul><ul><li>which the customer numbers are registered. </li></ul>
  45. 45. <ul><ul><li>Step 2 : Select a customer number or an hardware serial number </li></ul></ul><ul><ul><li>The list of customer number will only be available when the report type has been selected. You have the option to filter the report content based on a customer number and a hardware serial number. </li></ul></ul><ul><ul><li>- If the requested customer number is not listed, verify that you have the necessary authorization for the selected report type and customer number and that the function is available in the country. </li></ul></ul><ul><ul><li>- Only the last 5 digits of the hardware serial number needs to be entered. Leave the filter blank if you want to include all machines under a customer number in your report. </li></ul></ul>
  46. 46. <ul><ul><li>Step 3: Submit the report. </li></ul></ul><ul><ul><li>When all required information has been entered, click Submit. The report will be generated and sent to the e-mail address registered in your profile. </li></ul></ul>
  47. 47. <ul><li>An help assistant is available on the right hand menu for further information. </li></ul><ul><li>The Help section has been updated with further details and a detailed description of the reports. </li></ul># Report descriptions : * SWMA Inventory report - Active unexpired SWMA records with active status. * SWMA inventory report - Expire within three months List all active SWMA records that will expire within the next three months. * SWMA Inventory report - Inactive List all SWMA records that have expired or have inactive status. * electronic Proof of Entitlement(ePoE) report List the Proof of Entitlements(ePoEs) available within your profile.
  48. 48. <ul><li>TROUBLESHOOTING </li></ul><ul><li>REGISTER IBM ID </li></ul><ul><li>REGISTER CUSTOMER NUMBER </li></ul><ul><li>MANAGE CUSTOMER NUMBERS </li></ul><ul><li>ORDER UPDATE </li></ul><ul><li>DOWNLOADS </li></ul><ul><li>ENTITLEMENTS </li></ul><ul><li>KEY MANAGEMENT </li></ul><ul><li>SWMA INVENTORY </li></ul><ul><li>DIDN’T FIND THE ERROR MESSAGE THERE ? CONTACT THE KEY CENTER. </li></ul>
  49. 49. <ul><li>There are no ibm.com accounts associated with the IBM ID and/or password </li></ul><ul><li>Contact the Help Desk, please access </li></ul><ul><li>https://www.ibm.com/account/profile/us?page=reghelpdesk </li></ul><ul><li>We are unable to validate IBM ID/password at the moment. Please try later </li></ul><ul><li>Contact Customer Support </li></ul><ul><li>TROUBLESHOOTING </li></ul><ul><li>REGISTER IBM ID </li></ul>
  50. 50. TROUBLESHOOTING 2. REGISTER CUSTOMER NUMBER 1317 – Validation is not passed Match between customer number and order/system number/hardware serial number is not correct. Please review the information on the packing list received with the software. After I type customer number, the options to select order number or system number or SWMA contract number are greyed out There is already a primary contact registered for this customer number. Please contact the primary contact to request authorization for this customer number 1206: Unknown customer number Verify if information was correct typed and the correct country code was selected. Customer number are the 6 or 7 last numeric digits. The country code are the first three numeric digits
  51. 51. <ul><li>TROUBLESHOOTING </li></ul><ul><li>MANAGE CUSTOMER NUMBER </li></ul><ul><li>3144: IBM registration user ID xxxx not found </li></ul><ul><li>The user ID that you are trying to edit is not yet registered in ESS. </li></ul><ul><li>Please inform the user to create an IBM ID. </li></ul><ul><li>3151: IBM registration user ID already authorized </li></ul><ul><li>The user ID is already authorized for this customer number, to check </li></ul><ul><li>The customer number is not listed in the pull down box </li></ul><ul><li>-> There are two possibilities: </li></ul><ul><li>There is no primary user / administrator registered for the customer number yet. </li></ul><ul><li>Please access administrator functions, register customer number. </li></ul><ul><li>2. You don’t have administrator authority for the customer number </li></ul><ul><li>(only users with administrator authority can manage customer numbers) </li></ul><ul><li>You can contact the administrator for the customer number HERE </li></ul>
  52. 52. <ul><li>Error 1317: IBM records show that there are no valid subscriptions on the machine serial number you selected. If you feel the IBM records for your model are incorrect, please contact your IBM sales representative. </li></ul><ul><li>- Please check SWMA status on menu SWMA Inv. </li></ul><ul><li>- Contact you business partner or IBM Representative. </li></ul><ul><li>Error 4006: No updates available for the selected system </li></ul><ul><li>Products on the machine are already in the highest version release available. Please check the key on Key Management. </li></ul><ul><li>The SWMA available for your system doesn’t support higher version release. Please contact your BP or IBM representative </li></ul><ul><li>Note that Order Update is available only for USA, Canada and most EMEA Countries. </li></ul><ul><li>If you are not included in this countries availability, please contact your BP or IBM representative </li></ul>TROUBLESHOOTING 4. ORDER UPDATE
  53. 53. <ul><li>TROUBLESHOOTING </li></ul><ul><li>DOWNLOADS </li></ul><ul><li>4007: No downloads available for the selected system </li></ul><ul><li>IBM i: there are no epoes for the products on your machine. </li></ul><ul><li>Epoes are available for version 5.2 after june 2004 and higher releases. </li></ul><ul><li>Please contact Customer Support </li></ul><ul><li>Error 1317: IBM records show that there are no valid subscriptions on </li></ul><ul><li>the machine serial number you selected. If you feel the IBM records for </li></ul><ul><li>your model are incorrect, please contact your IBM sales representative. </li></ul><ul><li>Please check SWMA status on menu SWMA Inv. And in case of doubt </li></ul><ul><li>Contact you business partner or IBM Representative. </li></ul><ul><li>4005: Please select at least one product upgrade </li></ul><ul><li>Please select at least one product to download before hitting the continue button </li></ul><ul><li>4100: No package selected </li></ul><ul><li>Please select at least one package to download before hitting the continue button </li></ul><ul><li>990x: System Error </li></ul><ul><li>Please contact Customer Support. </li></ul>
  54. 54. <ul><li>TROUBLESHOOTING </li></ul><ul><li>ENTITLEMENTS </li></ul><ul><li>1212: Transfer not completed. One or more ePoE(s) can not be transferred doe to product version </li></ul><ul><li>The transferred product is not in the same version release as the operating system on the TARGET machine. </li></ul><ul><li>Please contact Customer Support. </li></ul>
  55. 55. TROUBLESHOOTING 7. KEY MANAGEMENT 5008: An error occurred when communicating with the iSeries machine. Please try again. If the problem repeats, please contact the IBM Key Center Please note that to install the key(s) directly from ESS to your IBM i server, you need to have access to it from the computer you are using. Otherwise, you have the option to send/download the key(s) and install manually.
  56. 56. <ul><li>TROUBLESHOOTING </li></ul><ul><li>SWMA INVENTORY </li></ul><ul><li>No SWMA record found' </li></ul><ul><li>There is no registration for a SWMA on the select machine. </li></ul><ul><li>Please contact your BP or IBM representative. </li></ul>
  57. 57. Need help ? WORLD WIDE CUSTOMER SUPPORT – KEY CENTER The contact list is available on the right hand side after signing in : There is a Help section for general troubleshooting and information regarding the different options WW contact information to Customer Support can be found under “Contacts”

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