Bookmarking the Authorized Servicer Portal (Adding to Favorites)

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 email to you ............................................................................ 4 You cannot reset your password because your account is disabled at this time. ........................................................... 4 Messages and Actions ............................................................................................................................................................. 5 SITEMINDER - during log in ................................................................................................................................................. 5 you cannot access your account at this time. ................................................................................................................. 5 Your credentials are not valid ......................................................................................................................................... 6 The requested URL was rejected. Please consult with your administrator. Your support ID is: 12189144106323157652 ................................................................................................................................................ 6 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. ................................................................................................... 8 or ..................................................................................................................................................................................... 8 After your third password reset attempt........................................................................................................................ 8 You are not authorized to access this area ..................................................................................................................... 8 500: Server Error [20-0004] error message ........................................................................................................................ 9 How do I clear my Internet cache (Delete the Temporary Internets Files) .......................................................................... 10 Google Chrome ................................................................................................................................................................. 10 IE (Internet Explorer)......................................................................................................................................................... 10 How do I request a Sony Log-in ............................................................................................................................................ 11 Where to request a Sony Log-in ....................................................................................................................................... 11 Entering required information to request a Sony Log-in. ................................................................................................. 12 Entry Tips to assist you in fast approval of your request .............................................................................................. 13

Register Now -> Errors ...................................................................................................................................................... 16 Register Now – Successfully .............................................................................................................................................. 16 Checking the status of your request ................................................................................................................................. 17 Common Reason requests are not approved. .................................................................................................................. 17 Contacting Sony’s IT help Desk ............................................................................................................................................. 17 Contacting Sony’s Service Access team ................................................................................................................................ 17 Revision Notes ...................................................................................................................................................................... 18

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.

https://www.sony.com/asp is the URL for the ASC portal

How to preform a password reset 1. Go to the ASC Potal log log in page at https://www.sony.com/asp 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 email ID (SonyLoginID) or UserLoginID Your UserLoginID will start with 100B , B200, , 1000 1500 , or 2000 and have a total of ten characters (Example 100b4567890, B204567890, or 1004567890) 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

Password Reset messages Check the top of the screen for the red message Password Reset Success. Your new password has been email to you • If your account is not disabled and there is an email associated with your USER ID the message will read.

You should receive and email shorty from [email protected] with the subject “Your SONY request” that contains your new temporary password.

PLEASE REMEMBER TO CHECK YOUR SPAM AND/OR JUNK EMAIL FOLDER IF YOU DON’T SEE EMAIL. After checking your spam folder and/or your email folder for this email. Please refer to the “Contacting Sony’s IT help Desk” section of this document to have your email 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

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 email 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.

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 https://www.sony.com/asp 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: 12189144106323157652

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 https://www.sony.com/asp 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 https://iam.sony.com 2. Close all open browser window and tab to ensure there are no expired secessions available to the system

Password Reset messages Message:

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, 1000 1500 , or 2000 that is ten characters in length (Example 100b4567890, B204567890, or 1004567890) that your email address is assigned or associated to. You can use either your associated email ID (SonyLoginID) or your permanent UserLoginID when preforming a password reset or logging in. 1) You entered an email 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 email 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 email 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.

Sony Login –Authentication Failure Messages Message: There was a problem with your LoginID or Password.

Reason(s): 1) You entered an invalid email 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 email ID or user ID Message: You are not authorized to access this area

Reason(s): You have not been granted the proper role to access the ASC Portal

Suggested Action: Send an email 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 [20-0004] 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: 34.0.1847.131 m as well as Internet Explore version: 8.0.7601.17514 and Microsoft Windows 7 Professional SP1 build 7601, 32bit

1) Manually enter https://www.sony.com/asp 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 https://iam.sony.com

2) Try clearing the temporary internet files. Refer to the “How do I clear my Internet cache” section of this document for more details.

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

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 https://www.sony.com/asp 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

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

*

Entry Tips to assist you in fast approval of your request Email Address • Enter your work Email address. Your work Email address will serve as your SONY user name when logging in to ASC Portal and other service application with SONY.  The @YourCompany.com part of your email address must match the Email Address that was provided for your company during the Warranty Servicers authorization process.



Click on the “Check” button to verify that the email 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.

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.

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

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 email from [email protected]. This Email will inform you if your request was approved

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 Email within 48 HOURS (EXCLUDING Weekends AND Holidays) PLEASE FIRST CHECK YOUR SPAM AND/OR JUNK EMAIL FOLDER. To check the status of your request see the “Contacting Sony’s IT help Desk” y section of the document to Email 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) The @domain.com part of the Email used in the request does not match the @domain.com part of the Email on file for the vendor number that was entered 4) It appears that you already have an account with a different or incorrect email address. Each person and email 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. Email address of the account. A contact phone number. any error message your receive a screen shots showing the issue

By Email [email protected] If you require immediate assistance please call the Application Support Center at 1-877-652-7669

Contacting Sony’s Service Access team To help get your request processed quickly please send an email 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:

Your Company: Your Company’s nine digit Warranty Vendor Number Your permanent UserLoginID if known: ->Your permanent UserLoginID will start with 100B , B200, 1000 1500 , or 2000 that is ten characters in length (Example 100b4567890, B204567890, or 1004567890) to [email protected]

Revision Notes 20160212 – Added -Bookmark How To 20160216 – Added – Siteminder messages and actions 20160317 – Added- Clearing internet cache files, added error {20-0004] 20160231 – Added TOC 20160401 - added Sony Login –Authentication Failure , There was a problem with your LoginID or Password. , corrected 20160104- Proofed Read by JP 20160105 – added Sony Login –Authentication Failure , You are not authorized to access this area, added