HP Instant Support Enterprise Edition Client Installation and Upgrade Guide

Configuring ISEE Clients
Troubleshooting the ISEE Client Configuration
Chapter 2
37
Troubleshooting the ISEE Client Configuration
Table 2-1 Troubleshooting ISEE Client Configuration
Problem Resolution
The entitlement check failed;
what is the problem?
If the Entitlement_Check fails, verify that the
entitlement identifier entered in the ISEE UI
matches the entitlement identifier on the cover of
your support agreement verbatim (that is case
sensitivity and all spaces/punctuation were captured
exactly as they appear on the support agreement,
unless it is an SAID). For more information about
differences between support identifiers see
“Understanding Entitlement Information” on
page 15. Also, validate that the country entered in
the company information corresponds with
Entitlement data. If the wrong country is entered,
the entitlement check could fail.
Secondly, the primary ISEE contact for the target
system should verify that he/she received the
Entitlement e-mail. If the contract identifier was
entered correctly, but the e-mail indicates that
entitlement failed, follow the instructions in the
e-mail for additional support.