Bookmarking the Authorized Servicer Portal (Adding to Favorites)

Transcription

1 Authorized Servicer Portal User Guide for SONY North America (SNA) Table of Contents Bookmarking the Authorized Servicer Portal (Adding to Favorites)... 2 Bookmark link locations... 2 How to check your bookmark... 2 How to preform a password reset... 3 Password Reset messages... 4 Password Reset Success. Your new password has been to you... 4 You cannot reset your password because your account is disabled at this time Messages and Actions... 5 SITEMINDER - during log in... 5 you cannot access your account at this time Your credentials are not valid... 6 The requested URL was rejected. Please consult with your administrator. Your support ID is: Password Reset messages... 6 Unknow Error. Please contact IAM or Application Support Center... 7 You cannot reset your password because your account is disabled at this time. Please use the Technical Support link for help... 7 Sony Login Authentication Failure... 8 There was a problem with your LoginID or Password or... 8 After your third password reset attempt... 8 You are not authorized to access this area : Server Error [ ] error message... 9 How do I clear my Internet cache (Delete the Temporary Internets Files) Google Chrome IE (Internet Explorer) How do I request a Sony Log-in Where to request a Sony Log-in Entering required information to request a Sony Log-in Entry Tips to assist you in fast approval of your request... 13

2 Register Now -> Errors Register Now Successfully Checking the status of your request Common Reason requests are not approved Contacting Sony s IT help Desk Contacting Sony s Service Access team Revision Notes Bookmarking the Authorized Servicer Portal (Adding to Favorites) Always use the link provide Bookmark - SONY Authorized Servicer Portal Bookmark link locations On the Login Page Bookmark link location is near upper Right corner of the Login page On the Home Page Bookmark link location is near upper Left corner of the Home page How to check your bookmark You can see the taget information of the bookmark by hovering the mouse over the bookmark.

3 is the URL for the ASC portal How to preform a password reset 1. Go to the ASC Potal log log in page at 2. Click on the Activate or Reset Password link The change password page will open 3. Click on the Forgot Password item in the menu located on the left side of the screen The forgot password page will open 4. Enter your ID (SonyLoginID) or UserLoginID Your UserLoginID will start with 100B, B200,, , or 2000 and have a total of ten characters (Example 100b , B , or ) 5. Click on the Reset Button Enter the security Code that appears This code is case sensitive Do NOT enter and spaces There will never be any O, Z or I in the code

4 Password Reset messages Check the top of the screen for the red message Password Reset Success. Your new password has been to you If your account is not disabled and there is an associated with your USER ID the message will read. You should receive and shorty from with the subject Your SONY request that contains your new temporary password. PLEASE REMEMBER TO CHECK YOUR SPAM AND/OR JUNK FOLDER IF YOU DON T SEE . After checking your spam folder and/or your folder for this . Please refer to the Contacting Sony s IT help Desk section of this document to have your address in your user profile account verified and /or corrected after clicking on submit If the red message at the top of the screen says You cannot reset your password because your account is disabled at this time. Please use the Technical Support link for help

5 For suggested solutions, please reference the You cannot reset your password because your account is disabled at this time in the section Massages and Actions of this document If there is NO USER ID tied or associated with address you entered, you will receive this message. Unknow Error. Please contact IAM or Application Support Center For suggested solutions, please reference the Unknow Error. Please contact IAM or Application Support Center in the section Massages and Actions of this document Messages and Actions SITEMINDER - during log in Message: you cannot access your account at this time. Possible Reason: Your account has been disabled. Suggested Action: Please see the Contacting Sony s IS-Help Desk section to have your account verified.

6 Message: Your credentials are not valid Reason: You are using a bookmark, favorite or web history that is taking you to a secure area. Suggested Action: Manually enter into your browser address line to test direct access. Then review the Bookmarking the Authorized Servicer Portal section of this document to confirm the bookmark you are using is valid Note: -> your account is automatically disabled after your third failed Log in attempt. However that does not usually occur when receiving this message. Message: The requested URL was rejected. Please consult with your administrator. Your support ID is: Reason: 1. You are using a bookmark, favorite or web history that is taking you to a secure area. 2. There may be an expired web secession that still may be in an open tab or another open browser window Suggested Action: 1. Manually enter into your browser address line to test direct access. Then review the Bookmarking the Authorized Servicer Portal section of this document to confirm the bookmark you are using is valid. Do not use the history information in the address line to access the ASC portal. Do not attempt to directly access or save any URL that begins with 2. Close all open browser window and tab to ensure there are no expired secessions available to the system Password Reset messages Message:

7 Unknow Error. Please contact IAM or Application Support Center Is received after click on submit during a password reset Reason: Your user profile has a permanent UserLoginID will start with 100B, B200, , or 2000 that is ten characters in length (Example 100b , B , or ) that your address is assigned or associated to. You can use either your associated ID (SonyLoginID) or your permanent UserLoginID when preforming a password reset or logging in. 1) You entered an ID that is not associated with a permanent UserLoginID (100B?????? or B200??????) 2) You entered invalid permanent UserLoginID (100B?????? or B200??????). Suggested Action: 1) If you know your permanent UserLoginID (100B?????? or B200??????), Try a password resent using you permanent UserLoginID. If you are able to change your password then fallow Contacting Sony s IT help Desk section of this document to have your address in your user profile verified and /or corrected. 2) Fallow the Contacting Sony s IT help Desk section of this document and contact the Sony IT-Help desk to have your address in your user profile verified and /or corrected. Message: You cannot reset your password because your account is disabled at this time. Please use the Technical Support link for help Suggested Action: Fallow the Contacting Sony s IT help Desk section of this document and contact the Sony IT-Help desk to have your account verified and your user account verified and /or corrected.

8 Sony Login Authentication Failure Messages Message: There was a problem with your LoginID or Password. Reason(s): 1) You entered an invalid ID 2) You entered invalid permanent UserLoginID (100B?????? or B200??????) 3) You entered the password incorrect. Suggested Action: HINT: -> your account is automatically disabled after your third failed Log in attempt and you do not receive one of these messages You cannot reset your password because your account is disabled at this time. Please use the Technical Support link for help or you cannot access your account at this time After your third password reset attempt the problem is with what you as using as your ID or user ID Message: You are not authorized to access this area

9 Reason(s): You have not been granted the proper role to access the ASC Portal Suggested Action: Send an with You are not authorized to access this area in the subject line and the necessary information outlined in the Contacting SONY S Service Access team section of this document. Message: 500: Server Error [ ] error message Reason(s): 1. You are using a bookmark, favorite or web history that is taking you to a secure area. 2. There may be an expired web secession that still may be in an open tab or another open browser window or cashed in your temporary internet files 3. The type or version of the Web Browser you used is not compatible with the ASC Portal Google Chrome will quite often cause either a bad bookmark or provide a bad address from the address bar history. The issue has also been seen using Suggested Action: Google Chrome version: m as well as Internet Explore version: and Microsoft Windows 7 Professional SP1 build 7601, 32bit 1) Manually enter into your browser address line to test direct access. If this removes the error message then review the Bookmarking the Authorized Servicer Portal section of this document to confirm the bookmark you are using is valid. Do not use the history information in the address line to access the ASC portal. Do not attempt to directly access or save any URL that begins with 2) Try clearing the temporary internet files. Refer to the How do I clear my Internet cache section of this document for more details.

10 Close all open browser window and tab to ensure there are no expired secessions available to the system Then restart the web browser 3) Use IE (Internet Explorer) - The portal was designed to be used with IE 5 or high. However we highly recommend that IE 7 or higher is used for the best performance and reliability How do I clear my Internet cache (Delete the Temporary Internets Files) Google Chrome To clear all data cached by chrome Press the (ctrl + Shift + delete) keys restart chrome IE (Internet Explorer) Tools > Internet Options > General Tab (Windows Shortcut - press the Ctrl + Shift + Del keys at the same time ) In the 'Browsing History' section: Click the 'Delete' button When the 'Delete Browsing History' box pops open: Uncheck 'Preserve Favorites' Check all others Click the 'Delete' button

11 You'll automatically return to the Internet Options box Click 'OK' Then close and re open Internet Explorer How do I request a Sony Log-in Where to request a Sony Log-in Go to In the lower right hand corner click on the New User Access Request link you will be REQUIRED to enter your SONY Warranty Vendor Number to proceed

12 Entering required information to request a Sony Log-in. There are two phases involved in obtaining a Sony User ID 1) Submitting the required information for your request 2) Review of your information to determine if your request should be approved Entering complete and accurate information is vital to completing the submissions of your request and gaining approval of your request during the review process Below are TIPS on how to enter the correct and completed information that will speed up the submission, review and approval of your request. Required Information is noted by a red asterisk*

13 Entry Tips to assist you in fast approval of your request Address Enter your work address. Your work address will serve as your SONY user name when logging in to ASC Portal and other service application with SONY. part of your address must match the Address that was provided for your company during the Warranty Servicers authorization process. Click on the Check button to verify that the address is not already in use. Title Select a Title from the list This is Required Information and is noted by a red asterisk * but easily overlooked.

14 Company Name Enter your company Name When entering your Company Name we will perform a search for your company. You should enter just the beginning of your company name to get the best search results. HINT Example: It is better to enter Best instead of Best Buy RAC instead of RAC Service. Quality instead of Quality Television Service After Entering the beginning of Your Company Name then click on the Check button Select your Company from the pop up list.

15 State, Zip Code, Telephone Number and Fax Number Allays select the Country first. Zip Code or Postal Code formats are based on the selected country. State Province list is not populated until after the Country selection Phone and Fax number are not displayed or formatted until after you select a country Vendor Number Enter your Sony Warranty Vendor Number YOUR VENDOR NUMBER LENGTH IS NINE AND USUALLY NUMERICAL Click on the Register Now button in the lower right hand corner of the screen Enter the Security Code TIP codes are case sensitive, do NOT enter any spaces, Z or O are not used

16 Register Now -> Errors If there are any Entry errors in your request, a message will appear near the top of the page listing the information that needs to be corrected Register Now Successfully If your User request was successfully submitted for processing and review you will see the confirmation Thank You screen. Review of your request by SONY REVIEW AND PROCESSING OF YOUR REQUEST CAN TAKE UP 48 HOURS (EXCLUDING WEEKENDS AND HOLIDAYS) When the process of reviewing your User request is completed, you will receive an automated from IAM@am.sony.com. This will inform you if your request was approved

17 Checking the status of your request REVIEW AND PROCESSING OF YOUR REQUEST CAN TAKE UP 48 HOURS (EXCLUDING WEEKENDS AND HOLIDAYS) If you do not receive this within 48 HOURS (EXCLUDING Weekends AND Holidays) PLEASE FIRST CHECK YOUR SPAM AND/OR JUNK FOLDER. To check the status of your request see the Contacting Sony s IT help Desk y section of the document to the Sony IT help Desk Common Reason requests are not approved. 1) An inactive vendor number was provided 2) The Vendor number provided is invalid or incorrect. 3) part of the used in the request does not match part of the on file for the vendor number that was entered 4) It appears that you already have an account with a different or incorrect address. Each person and address may only be assigned to one User ID Contacting Sony s IT help Desk To assist us in provide a quick resolution, please be prepared to supply us with the fallowing user information Your first and last name What you are typing in as your login The Company s name Your Company s Warranty Service Vendor number. address of the account. A contact phone number. any error message your receive a screen shots showing the issue By ISAServiceDesk@am.sony.com If you require immediate assistance please call the Application Support Center at Contacting Sony s Service Access team To help get your request processed quickly please send an that has the message you receive in trhe subject Line and includes the following information: What you are entering as your user ID at login First and Last Name:

18 Your Company: Your Company s nine digit Warranty Vendor Number Your permanent UserLoginID if known: ->Your permanent UserLoginID will start with 100B, B200, , or 2000 that is ten characters in length (Example 100b , B , or ) to serviceaccess@am.sony.com Revision Notes Added -Bookmark How To Added Siteminder messages and actions Added- Clearing internet cache files, added error { ] Added TOC added Sony Login Authentication Failure, There was a problem with your LoginID or Password., corrected Proofed Read by JP added Sony Login Authentication Failure, You are not authorized to access this area, added