Self Service Center FAQs
1.
I do
not have login/not registered in Self Service Center
(http://support.wyse.com/selfservice.html)?
2.
How do I login
to the system?
3.
How do I
reset my password?
4.
Where
do I register my products?
5.
How
do I register my products?
6.
How do I
generate software license keys?
7.
How
do I activate my Software Maintenance?
8.
How do I activate my Service Contract?
9.
How do I activate my Support Contract?
10.
How do I register my thin clients for
Standard Warranty?
11.
How do I register my thin clients
under Service Contract?
12.
How do I register my thin clients in the
popup window under Standard Warranty/Service Contract?
14.
Where do I
see my registered software?
15.
Where
do I see my registered Software Maintenance?
16.
Where do I see my registered Service
Contracts?
17.
Where do I see my registered Support
Contracts?
18.
Where
do I see my registered Thin Clients (Serial Numbers)?
19.
What
if I find dissimilarity of my Thin Client Warranty/Contract Period?
20.
How do I
download my registered software?
21.
Can I print the
list of registered product records?
22.
Can I export
the list of registered product records?
23.
I
have registered my products but forgot to generate keys or activate them. Where
can I find them?
24.
Where can I
provide my Feedback?
25.
I bought
couple of products but received only one email and registration code?
26.
How do I create
Service Request?
28.
How do I view
submitted RMAs?
30.
Where can I
see the status of submitted RMA?
1.
I do not have login/not
registered in Self Service Center (http://support.wyse.com/selfservice.html)? GO TOP
i. To register your
company, follow the steps below
a. Go to site https://support.wyse.com/OA_HTML/ibuhpage.jsp
b. Click on “Register Here” link shown below
c. Click on the “Register your company” link shown below
d. Enter the details about your company in the next page and click
on “Submit” button.
ii. To register a new user to your company,
follow the steps below
a.
Go to site https://support.wyse.com/OA_HTML/ibuhpage.jsp
b. Click on “Register Here” link shown below
c.
Click on the “Register as a user of an
existing company” link shown below.
d. Enter your Organization number and the user details in the next
page and click on “Submit” button.
iii. After registration you will receive
two e-mails.
a.
1st e-mail is for registration
confirmation.
b.
2nd
e-mail is for approval/rejection. Once approved you will be able to login
successfully.
2.
How do I login to the
system? GO TOP
Go to the site http://support.wyse.com/selfservice.html
Click on “Click Here to Login” link as shown below
Enter your user name and password in the
page as shown below and click on “Login” button
3.
How do I reset my password? GO TOP
Ø Go
to the site http://support.wyse.com/selfservice.html,
Click on “Click Here to Login” link.
Ø Click
on “Login Assistance” as shown below
The password MUST:
¯ Contain
eight characters or more
¯ Contain
characters from two of the following three character classes:
§ Alphabetic
(e.g., a-z, A-Z)
§ Numeric
(i.e. 0-9)
§ Punctuation
and other characters (e.g., !@#$%^&*()_+|~-=\`{}[]:";'<>?,./)
The password MUST NOT be:
¯ A
derivative of the username
¯ A
word found in a dictionary (English or foreign)
¯ A
dictionary-word spelled backwards
¯ A
dictionary-word (forward or backwards) preceded and/or followed by any other
single character (e.g., secret1, 1secret, secret?, secret!)
Ø Enter
your user name in the text box as shown below and click on “Forgot Password”
button.
System
will send you an email with instructions on how to reset your password. Follow
the instructions in the email.
4.
Where do I register my products? GO TOP
After
you have logged in at http://support.wyse.com/selfservice.html,
you will see the screen as below.
Click
on the “Registration, Licenses & Downloads (**New)” link, and you will see
the product registration page below
5.
How do I register my products? GO TOP
Enter
the registration code that you have received from Wyse for your purchase in the
text box “Enter Registration Code” as shown below and click on “Register”
button.
6.
How do I generate software license keys? GO TOP
After
registering the registration code, you will see the products purchased. You can
generate the software license key by clicking ‘Generate Key’ button as shown
below.
7.
How do I activate my Software maintenance?
GO TOP
On
clicking “Activate” button of the Software maintenance product, you can
activate your software maintenance as shown below.
8.
How do I activate my Service Contract? GO TOP
On
clicking “Activate” button of the Service Contract, you can activate your service
contract as shown below.
9.
How do I activate my Support Contract? GO
TOP
On clicking “Activate”
button of the Support Contract, you can activate your support contract as shown
below.
10.
How do I register my thin clients for Standard Warranty? GO
TOP
You can register your thin
clients for Standard Warranty, by following simple steps given below
1. Click
on ‘My Products -> 3. Warranty & Contract’. You can see Standard
Warranty on the top of list; click “Add/View Serial No” as shown below.
2. After
Clicking on “Add/View Serial No”, a popup window will be opened asking you to
enter Serial Number of the thin client as shown below.
3. Follow
FAQ No.11 below to add your Serial Number in the popup window.
11. How do I register my thin
clients under Service Contract? GO
TOP
You can register your thin
clients under Service Contract, by following simple steps given below
1. Click
on ‘My Products -> 3. Warranty & Contract’. You can see your active
Service Contracts on the list; click “Add/View Serial No” as shown below.
2. After
Clicking on “Add/View Serial No”, a popup window will be opened asking you to
enter Serial Number of the thin client as shown below.
3. Follow
FAQ No.11 below to add your Serial Number in the popup window.
12.
How do I register my thin clients in the popup window under
Standard Warranty/Service Contract?
Enter no more than 100*
valid thin client serial numbers by comma separated for which you want to apply
Warranty/Contract in the text area provided and click on “Register” as shown
below.
*if you have more than 100 serial
numbers follow FAQ NO.12 below.
13. How do I add my thin
clients in the popup window under Standard Warranty/Service Contract using
Template? GO
TOP
Upload template by
clicking “Browse” button with valid Serial Numbers of your thin clients filled
in it by following simple steps given below.
Note: The number of serial
numbers allowed is only limited by the number of excel records.
1.
Download the template by clicking on “Click
here to download template” as shown below
2. Fill
the template with valid Thin Client Serial Numbers per line. Don’t leave any
blank rows in between as shown below
3. Upload
the filled template by clicking on “Browse” and “Register” to register your
Thin Client Serial Numbers as shown below
14. Where do I see my
registered software? GO
TOP
All Wyse software products
you have purchased and registered are available under Software, accessible by
clicking ‘My Products -> 1. Software & Licensing’ as shown below
15. Where do I see my
registered Software maintenance? GO
TOP
All Software Maintenance
you have purchased and activated is available under Software Maintenance,
accessible by clicking ‘My Products -> 2. Software Maintenance’ as shown
below
16. Where do I see my registered
Service Contracts? GO
TOP
All Service contracts you
have purchased and activated is available under Warranty & Contract,
accessible by clicking ‘My Products -> 3.Warranty & Contract as shown below
17. Where do I see my
registered Support Contracts? GO
TOP
All Support Contracts you have
purchased and activated is available under Support Contract, accessible by
clicking ‘My Products -> 4.Support Contract as shown below
18. Where do I see my registered
Thin Clients (Serial Numbers)? GO
TOP
All Serial Numbers you
have purchased and registered under Standard Warranty/Service Contract are
available under “Warranty Lookup”, accessible by clicking ‘My Products ->
3.Warranty & Contract -> Warranty Lookup” as shown below.
A popup window will open
with the list of registered Thin Clients.
You can even search your Thin Clients by giving appropriate search
criteria.
19. What if I find
dissimilarity of my Thin Client Warranty/Contract Period? GO
TOP
If you find any dissimilarity
in the Contract/Warranty Start Date and End Date for your Thin Clients, the
same will be corrected by Wyse administrator with a submission of valid Proof
of Purchase. You can upload the “Proof
of Purchase” by following simple steps given below.
Note: Proof of Purchase
can be Purchase Order generated for your Thin Clients.
1. Click
on ‘Add/View Serial No’ on corresponding contract or standard warranty line in
which your Thin Client registered as shown below.
2. Upload
your proof of purchase by clicking in “Click Here to attach Proof Of Purchase”
, then select the appropriate proof of purchase by clicking on “Browse”
followed by “Upload”.
20. How do I download my registered software? GO
TOP
Clicking on “My Downloads”
you should see the list of products you have registered in the dropdown.
Further selecting the product you will see all the entitled downloads available
for that product as shown below.
21. Can I print the list of
registered product records? GO TOP
Yes, on clicking the
software or maintenance, you will see the list of software or maintenance
respectively. Above the list of software or maintenance you will see a printer
icon and by clicking on it you can print the registered products list, as shown
below.
22. Can I export the registered
product records to excel? GO TOP
Yes, on clicking the
software or maintenance, you will see the list of software or maintenance
respectively. Above the list of software or maintenance you will see an Excel
icon, and by clicking on it, you can export the registered products list into
excel as shown below.
23. I have registered my products
but forgot to generate keys or activate them. Where can I find them? GO TOP
On clicking “My Products
-> Pending Key Generation” you will see the list of registered but not
activated maintenance and non-generated key software as shown below.
24. Where can I provide my
feedback? GO
TOP
Feedback can be given by
clicking on feedback link as show below
25. I bought
couple of products but received one email and registration code? GO
TOP
You will receive one email
and registration coded for an order. On registering the registration code, you
will see all the products purchased in an order.
26. How do I create
Service Request? GO TOP
You can create a Service
Request by clicking on “Home” link on top of the page as shown below.
Click on “Create Service
Request” on the home page to create service request.
27.
How do I create a
RMA? Go TOP
a.
Login to the Support Portal.
b.
Click on the “Support Center” tab as shown below.
c. Click on “Service RMA” link
as shown below.
d. Click “Create Service RMA”
button in the RMA Home page as shown below.
e.
Enter the following details in the RMA Request Page as shown below:
i.
Choose appropriate “Ship To” and “Bill To” addresses from the
dropdowns
ii.
Enter the serial number of the unit.
iii.
Provide information of the unit that failed.
iv.
If you also accessories need to be replaced, do NOT click
"SUBMIT" yet, instead, please click on "Add Another Serial
Number" at the bottom right corner under the Problem description box.
(Note: you may click "Add Another Serial Number" as many as 7 times,
for a total of 8 'items' per RMA number.)
v.
Enter the whole unit serial number again.
vi.
Click "YES" where it it asks if you are requesting
replacement of an accessory.
vii.
Select the accessories if replacement is needed.
viii.
Give a detailed description on the problem with the accessory.
ix.
Click "Submit" to receive your RMA number if you have
no other units needing repair or replacement accessories.
Note: * Defective accessories do not need to be returned to the
service center.
f.
Click on “Add Another Serial Number” link in “Unit/Problem
Details” section to add another serial number details.
g.
To delete one of the entered serial numbers, click on “[X]” link
on top-right in the “Unit/Problem Details” section.
h.
To clear the form, click “Clear All” button.
i.
Add credit card details, if required, under the “Method of Payment”
section.
j.
You can clear credit card details by clicking “Clear Data”
button.
k.
To close the form, click on “Cancel” button.
l.
Submit the form by clicking “Submit” button once you fill all
required data. After submitting the page, you will see a summary of the details
you submitted.
m.
You will receive a confirmation email with a RMA Number for your
future reference.
Note:
* At most 8 units can be added to a single RMA.
28.
How do I view submitted RMAs? Go TOP
1.
In the RMA Home page, enter the RMA number that you received and
click on “Search” button.
2.
You can view the repair unit details and status in a RMA by
clicking on the ‘+’ on the left of the RMA number.
3.
If you want to view the complete details of the RMA, click on
the RMA number link.
4.
You can also search RMAs by giving RMA Number or Repair Unit’s
Serial Number or Contact Name.
5.
The search results can be exported to excel using the excel icon
next to “Search” button and you can also print these results using print icon.
29. How do I cancel the
RMA? Go TOP
1.
You cannot cancel the RMA. Contact your service center for
canceling RMAs.
30.
Where can
I see the status of the submitted RMA? Go TOP
a. In the RMA Home page, Search for the
required RMA and Click on “+” and see the “Status” as shown below.
