01-22-2018 02:21 PM - edited 03-12-2019 07:38 AM
I have recently installed a new CSP Collector 2.7 and registered it successfully to the SNTC Portal. I've run a data collection a week ago, which reported a successful upload within the CSP logs however I do not see anything within the upload processing section of the portal. Can someone a Cisco check the backend to see if the upload is present or if there is an issue?
Job Log:
Job Running
Upload INITIALIZING: RUNNING
Upload INITIALIZING: SUCCESSFUL
Upload SELECTING_DEVICES: RUNNING
Upload SELECTING_DEVICES: SUCCESSFUL; Other Details: 287 devices selected
Upload SEGMENTING: RUNNING
Upload SEGMENTING: SUCCESSFUL
Upload EXPORTING: RUNNING; Directory: exportdata; Other Details: Min_VSEM_1516166575508.zip
Upload EXPORTING: SUCCESSFUL; Directory: exportdata; Other Details: Min_VSEM_1516166575508.zip
Upload UPLOADING: RUNNING; Certificate: CSP0009032808; Directory: exportdata; File: Min_VSEM_1516166575508.zip
Upload UPLOADING: SUCCESSFUL; Certificate: CSP0009032808; Directory: exportdata; File: Min_VSEM_1516166575508.zip; Other Details: SUCCESS
Upload CLEANING_UP: RUNNING
Upload CLEANING_UP: SUCCESSFUL; Other Details: CSP0009032808: SUCCESS
Job Completed
Solved! Go to Solution.
01-24-2018 02:09 PM
This was the response I got from TAC:
I do not believe the contract provided on the case is one of the supported SMART ASSIST TAC support for SMART CARE. However in any case I will open an exception because we believe we found a major problem with all the uploads for SC not only this one. It seems that with the migration of servers all Smart Care uploads are going into the NG servers and not processed correctly into your accounts portals. It is a major problem because at this time point in time Smart care do not support it and only support 3X. We will engage with developers and keep you posted.
It would appear to be a backend issue. They are also suggesting that this community is the only place for obtaining support if you don't have a Smart Assist contract, which SmareCare, now SNTC, does not come with.
01-23-2018 07:24 AM
01-23-2018 01:46 PM
The Smart Care Portal redirects you to the SmartNet Total Care portal. You also get the below message stating that you will be redirected. How would I check the old Smart Care portal? Do I have to do anything to migrate the data to the new portal?
01-23-2018 01:53 PM
Thanks for the details.
The migration to the new portal should've been automatic.
If you normally are able to log into the SNTC portal, you can switch to Smart Care by clicking on the "back" button and from there selecting the "Smart Care" service.
However, it looks like there are some issues with Smart Care access at this point. Let me reach out to the backend team to see if this is global.
Cesar
01-23-2018 01:58 PM
It does look like I'm in the right portal, as it shows Smart Care in the top left hand corner. Thanks for checking to see if there is a backend issue.
01-23-2018 02:04 PM
01-23-2018 02:06 PM
No, it shows no data in this section.
01-23-2018 01:58 PM
01-23-2018 02:03 PM
It shows me the Smart Care header but no inventory or customer data.
01-23-2018 02:06 PM
01-23-2018 02:07 PM
I have definitely selected the right customer.
01-23-2018 02:10 PM
Could it have something to do with the fact that the inventory section shows 0. I remember specifying an inventory value when I created the certificate for the CSP Collector but I don't see that inventory name as an option within the customer selection screen.
01-24-2018 06:47 AM
01-24-2018 02:09 PM
This was the response I got from TAC:
I do not believe the contract provided on the case is one of the supported SMART ASSIST TAC support for SMART CARE. However in any case I will open an exception because we believe we found a major problem with all the uploads for SC not only this one. It seems that with the migration of servers all Smart Care uploads are going into the NG servers and not processed correctly into your accounts portals. It is a major problem because at this time point in time Smart care do not support it and only support 3X. We will engage with developers and keep you posted.
It would appear to be a backend issue. They are also suggesting that this community is the only place for obtaining support if you don't have a Smart Assist contract, which SmareCare, now SNTC, does not come with.
01-24-2018 02:39 PM
They are also suggesting that this community is the only place for obtaining support if you don't have a Smart Assist contract, which SmareCare, now SNTC, does not come with.
I think there is a bit of a general confusion. Smart Care is and end of life product: http://www.cisco.com/c/dam/en_us/about/doing_business/legal/service_descriptions/docs/smart-care-eol.pdf
Support as I understand is still valid for current Smart Care contracts, Smart Assist is an SNTC-only feature. Perhaps the TAC engineer got the services confused.
You are welcome to post on here, but please specify your issue is for Smart Care so that it's easier for us to differentiate.
In addition, there is also a Smart Care support community page - https://supportforums.cisco.com/t5/smart-care/ct-p/5621-smart-care. You could also use that as an option.
Cesar
Discover and save your favorite ideas. Come back to expert answers, step-by-step guides, recent topics, and more.
New here? Get started with these tips. How to use Community New member guide