[ { "number" : "1", "pk_support" : "22055", "platform" : "BMW North America", "topic" : "ISPA HUB", "brief_description" : "IPS & KAI acting up", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars of Troy Michigan-Rolls Royce Center", "ounum" : "50385", "agcode" : "50385", "nacode" : "", "canum" : "", "contact" : "Ryan Ransom", "phone" : "248-624-7233", "email" : "rransom@suburbancollection.com", "mobile" : "248-794-7004", "created" : "2023-01-02 13:31:00", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Joe Raymond", "issue" : "Services had not auto-started.", "resolution" : "Started services, ran health checks. Updated NAS firmware.", "sessions" : [ { "pk_session" : "t-72400", "eventdate" : "2023-01-02 13:31:00", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Checked if services were running. IPS wasn't, so started IS then checked the NAS for updates. Rebooted so I could then install the firmware update, then rebooted. Cleared 500+GB of old files from NAS. Hub passes health checks." } ] } , { "number" : "2", "pk_support" : "22056", "platform" : "BMW North America", "topic" : "ISTA/P", "brief_description" : "ISTA/P 3.79 has expired", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars of Troy Michigan-Rolls Royce Center", "ounum" : "50385", "agcode" : "50385", "nacode" : "", "canum" : "", "contact" : "Ryan Ransom", "phone" : "248-624-7233", "email" : "rransom@suburbancollection.com", "mobile" : "248-794-7004", "created" : "2023-01-03 07:12:15", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-01-03 07:36:00", "agent" : "Stan Pascua", "issue" : "ISTA/P expired", "resolution" : "Uninstalled ISTA/P cleaned ProgramDATA files installed ISTA/P 3.71", "sessions" : [ { "pk_session" : "t-72401", "eventdate" : "2023-01-03 07:12:15", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63368", "eventdate" : "2023-01-03 07:12:55", "timeelapsed" : "0:00:39", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "received an email ISTA/p failed to update" } , { "pk_session" : "t-72402", "eventdate" : "2023-01-03 07:36:00", "timeelapsed" : "24", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "3", "pk_support" : "22057", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "keyreader plus desktop not working", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars of Troy Michigan-Rolls Royce Center", "ounum" : "50385", "agcode" : "50385", "nacode" : "", "canum" : "", "contact" : "Ryan Ransom", "phone" : "248-624-7233", "email" : "rransom@suburbancollection.com", "mobile" : "248-794-7004", "created" : "2023-01-03 07:47:32", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "Keyreader Plus Desktop was not showing up in the tray app", "resolution" : "Had them unplug from the current USB port and plug into a different one. Keyreader now shows up in the tray app. Checked functionality. Keys reading normally now.", "sessions" : [ { "pk_session" : "t-72403", "eventdate" : "2023-01-03 07:47:32", "timeelapsed" : "8", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "4", "pk_support" : "22058", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA failed to update", "priority" : "2", "status" : "closed", "location" : "South Sound BMW Motorcycles-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Brendan Ferrer", "phone" : "800-303-1838", "email" : "gm@southsoundmotorcycles.com", "mobile" : "", "created" : "2023-01-03 11:11:36", "statusdate" : "2023-01-04 06:38:25", "statuscloseddate" : "2023-01-04 06:38:25", "updated" : "2023-01-04 06:38:25", "agent" : "Stan Pascua", "issue" : "ISTA failed to update", "resolution" : "Uninstalled ISTA then initiated scratch ISTA install", "sessions" : [ { "pk_session" : "t-72404", "eventdate" : "2023-01-03 11:11:36", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63369", "eventdate" : "2023-01-03 11:12:05", "timeelapsed" : "0:00:28", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call ISTA update failed" } , { "pk_session" : "c-63370", "eventdate" : "2023-01-03 11:12:42", "timeelapsed" : "0:01:04", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISSS uninstalled ISTA then initiated a scratch ISTA 4.39.x install" } , { "pk_session" : "t-72405", "eventdate" : "2023-01-03 11:12:43", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72406", "eventdate" : "2023-01-03 11:12:56", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "5", "pk_support" : "22059", "platform" : "BMW Motorrad USA", "topic" : "AIR Client", "brief_description" : "AR Client failed to open", "priority" : "2", "status" : "closed", "location" : "Moon Motor Sales Inc-Motorcycle Shop", "ounum" : "", "agcode" : "18192", "nacode" : "", "canum" : "", "contact" : "Chris Strand", "phone" : "763-271-5570", "email" : "christopher@moonmotorsports.com", "mobile" : "", "created" : "2023-01-04 10:48:42", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-01-04 10:50:37", "agent" : "Stan Pascua", "issue" : "AIR Client failed to open ISPI Admin Client expired. TV 1418351515", "resolution" : "Updated ISPI Admin Client device registered AIR Client opens. Needs to pap drive IT company does not allow it", "sessions" : [ { "pk_session" : "t-72411", "eventdate" : "2023-01-04 10:48:42", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63372", "eventdate" : "2023-01-04 10:49:07", "timeelapsed" : "0:00:23", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Andy called AIR Client failed to open" } , { "pk_session" : "c-63373", "eventdate" : "2023-01-04 10:50:05", "timeelapsed" : "0:01:22", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to tech's PC ISPI Admin client expired. Uninstalled and installed ISPI Admin Client device registered and AIR Client opens." } , { "pk_session" : "t-72412", "eventdate" : "2023-01-04 10:50:37", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "6", "pk_support" : "22060", "platform" : "BMW Motorrad USA", "topic" : "ICOM Firmware", "brief_description" : "ICOM Firmware", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Chris Sanders", "phone" : "", "email" : "", "mobile" : "240-353-3093", "created" : "2023-01-04 10:58:09", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-01-04 10:59:16", "agent" : "Stan Pascua", "issue" : "ICOM Firmware", "resolution" : "ICOM Firmware updated", "sessions" : [ { "pk_session" : "t-72414", "eventdate" : "2023-01-04 10:58:09", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63374", "eventdate" : "2023-01-04 10:58:34", "timeelapsed" : "0:00:25", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Chris called ICOM requires Firmware update" } , { "pk_session" : "c-63375", "eventdate" : "2023-01-04 10:59:03", "timeelapsed" : "0:00:53", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC ICOM Firmware updated." } , { "pk_session" : "t-72415", "eventdate" : "2023-01-04 10:59:04", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ICOM Firmware update" } , { "pk_session" : "t-72416", "eventdate" : "2023-01-04 10:59:16", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "7", "pk_support" : "22061", "platform" : "BMW Motorrad USA", "topic" : "IRAP question", "brief_description" : "IRAP refused connection", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Chris Sanders", "phone" : "", "email" : "", "mobile" : "240-353-3093", "created" : "2023-01-04 11:42:41", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-01-04 11:44:31", "agent" : "Stan Pascua", "issue" : "IRAP outdated", "resolution" : "Uninstalled IRAP Client and updated IRAP Client 1.41. Connection made", "sessions" : [ { "pk_session" : "t-72417", "eventdate" : "2023-01-04 11:42:41", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63376", "eventdate" : "2023-01-04 11:43:14", "timeelapsed" : "0:00:32", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Chris called IRAP refused connection" } , { "pk_session" : "c-63377", "eventdate" : "2023-01-04 11:44:20", "timeelapsed" : "0:01:38", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC IRAP Client 1.3 expired. Uninstalled and installed IRAP Client 1.41. Connection made" } , { "pk_session" : "t-72418", "eventdate" : "2023-01-04 11:44:21", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72419", "eventdate" : "2023-01-04 11:44:31", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "8", "pk_support" : "22062", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA programming data not current", "priority" : "2", "status" : "closed", "location" : "Sturgis Motorsports-Motorcycle Shop", "ounum" : "", "agcode" : "95778", "nacode" : "", "canum" : "", "contact" : "Ivor Swanson", "phone" : "", "email" : "sturgisbmw@rushmore.com", "mobile" : "", "created" : "2023-01-05 11:25:30", "statusdate" : "2023-01-06 07:53:00", "statuscloseddate" : "2023-01-06 07:53:00", "updated" : "2023-01-06 07:53:00", "agent" : "Stan Pascua", "issue" : "ISTA Programming DATA not current", "resolution" : "Started repair of ISTA 4.39.2. repair failed had uninstall then scratch install", "sessions" : [ { "pk_session" : "t-72421", "eventdate" : "2023-01-05 11:25:30", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63379", "eventdate" : "2023-01-05 11:26:04", "timeelapsed" : "0:00:33", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Erik called ISTA is not current" } , { "pk_session" : "c-63380", "eventdate" : "2023-01-05 11:26:39", "timeelapsed" : "0:01:08", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC running repair of ISTA 4.39.20" } , { "pk_session" : "t-72422", "eventdate" : "2023-01-05 11:26:41", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72423", "eventdate" : "2023-01-05 11:26:51", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63383", "eventdate" : "2023-01-06 07:52:44", "timeelapsed" : "0:01:24", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Repair failed uninstalled ISTA then installed ISTA from scratch." } , { "pk_session" : "t-72429", "eventdate" : "2023-01-06 07:53:00", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "9", "pk_support" : "22063", "platform" : "BMW Motorrad USA", "topic" : "ICOM Firmware", "brief_description" : "ICOM Firmware", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Tiffani Leary", "phone" : "765-387-9780", "email" : "tiffani@frontlineeurports.com", "mobile" : "765-251-1351", "created" : "2023-01-05 13:35:06", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-01-05 13:36:27", "agent" : "Stan Pascua", "issue" : "ICOM Firmware", "resolution" : "ICOM Firmware updated", "sessions" : [ { "pk_session" : "t-72424", "eventdate" : "2023-01-05 13:35:06", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63381", "eventdate" : "2023-01-05 13:35:48", "timeelapsed" : "0:00:41", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Tifanni called ICOM requires Firmware update" } , { "pk_session" : "c-63382", "eventdate" : "2023-01-05 13:36:14", "timeelapsed" : "0:01:07", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC ICOM firmware updated" } , { "pk_session" : "t-72425", "eventdate" : "2023-01-05 13:36:15", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ICOM Firmware update" } , { "pk_session" : "t-72426", "eventdate" : "2023-01-05 13:36:27", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "10", "pk_support" : "22064", "platform" : "BMW North America", "topic" : "ISPS", "brief_description" : "ISPS failed", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "David Obregon", "phone" : "", "email" : "", "mobile" : "214-218-8602", "created" : "2023-01-06 08:29:31", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-01-06 08:30:26", "agent" : "Stan Pascua", "issue" : "ISPS failed check", "resolution" : "Started ISPS services check OK", "sessions" : [ { "pk_session" : "t-72430", "eventdate" : "2023-01-06 08:29:31", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63384", "eventdate" : "2023-01-06 08:30:20", "timeelapsed" : "0:00:48", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "David called IPS check failed. Had him start the ISPS services IPS check OK" } , { "pk_session" : "t-72431", "eventdate" : "2023-01-06 08:30:26", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "11", "pk_support" : "22065", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support setup tech PC with AIR and ETK", "priority" : "2", "status" : "closed", "location" : "Iron Horse Motorcycles-Motorcycle Shop", "ounum" : "", "agcode" : "38226", "nacode" : "", "canum" : "", "contact" : "James Farris", "phone" : "520-327-0773-15", "email" : "service@ironhorsemotorcycles.com", "mobile" : "", "created" : "2023-01-06 15:31:54", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-01-06 15:34:05", "agent" : "Stan Pascua", "issue" : "Setup tech PC", "resolution" : "Mapped shared drive, created DATA folder copied ISPI Admin, AIR client and ETK Thin Client", "sessions" : [ { "pk_session" : "t-72432", "eventdate" : "2023-01-06 15:31:54", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63385", "eventdate" : "2023-01-06 15:32:35", "timeelapsed" : "0:00:40", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "James called asked for assistance to commission a tech PC" } , { "pk_session" : "c-63386", "eventdate" : "2023-01-06 15:33:53", "timeelapsed" : "0:01:57", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to the PC mapped shared drive created DATA folder copied ISPI ADMIN, AIR Client and ETK Thin client. registered the device and configured AIR Client" } , { "pk_session" : "t-72433", "eventdate" : "2023-01-06 15:33:54", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72434", "eventdate" : "2023-01-06 15:34:05", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "12", "pk_support" : "22066", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA update failed", "priority" : "2", "status" : "closed", "location" : "Performance Plus BMW-Motorcycle Shop", "ounum" : "", "agcode" : "20467", "nacode" : "", "canum" : "", "contact" : "Marvin Siano", "phone" : "901-385-8296", "email" : "marvin.siano@performancepluscycles.com", "mobile" : "901-205-9801", "created" : "2023-01-09 13:20:43", "statusdate" : "2023-01-14 05:41:16", "statuscloseddate" : "2023-01-14 05:41:16", "updated" : "2023-01-14 05:41:16", "agent" : "Stan Pascua", "issue" : "ISTA update failed", "resolution" : "started ISTA 4.39.x update. Global 39.12 failed. Downloaded file again Checksum OK. Started ISTA 4.39.x install again. ISTA 4.39.20 installed", "sessions" : [ { "pk_session" : "t-72435", "eventdate" : "2023-01-09 13:20:43", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63387", "eventdate" : "2023-01-09 13:21:25", "timeelapsed" : "0:00:41", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Marvin called ISTA update failed" } , { "pk_session" : "c-63388", "eventdate" : "2023-01-09 13:21:48", "timeelapsed" : "0:01:04", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "started ISTA 4.39.x update" } , { "pk_session" : "t-72436", "eventdate" : "2023-01-09 14:19:54", "timeelapsed" : "59", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72437", "eventdate" : "2023-01-09 14:21:46", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72447", "eventdate" : "2023-01-10 09:39:33", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63395", "eventdate" : "2023-01-10 09:41:10", "timeelapsed" : "0:01:35", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC ISTA update failed again ISTA Global 4.39.12 failed. deleted the file and downloaded again passes the checksum. Started ISTA 4.39.x update" } , { "pk_session" : "t-72448", "eventdate" : "2023-01-10 09:41:11", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72449", "eventdate" : "2023-01-10 09:41:20", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63428", "eventdate" : "2023-01-13 15:15:17", "timeelapsed" : "0:00:41", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Uninstalled ISTA then scratch install of ISTA 4.39.20" } , { "pk_session" : "t-72507", "eventdate" : "2023-01-13 15:15:19", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72508", "eventdate" : "2023-01-13 15:15:45", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63429", "eventdate" : "2023-01-14 05:41:04", "timeelapsed" : "0:00:52", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "ISTA 4.39.20 installed" } , { "pk_session" : "t-72509", "eventdate" : "2023-01-14 05:41:16", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "13", "pk_support" : "22067", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support assist in SS and Shop PC for ISPI", "priority" : "2", "status" : "closed", "location" : "FFUN Motorsports-Motorcycle Dealership", "ounum" : "", "agcode" : "32619", "nacode" : "32619", "canum" : "", "contact" : "BMW Tech", "phone" : "", "email" : "", "mobile" : "", "created" : "2023-01-09 14:23:37", "statusdate" : "2023-01-10 17:24:57", "statuscloseddate" : "2023-01-10 17:24:57", "updated" : "2023-01-10 17:24:57", "agent" : "Stan Pascua", "issue" : "Assist in SS and Shop PC for ISPI", "resolution" : "Provided instructions on how to setup ISPI, Both devices registered and configured.", "sessions" : [ { "pk_session" : "t-72438", "eventdate" : "2023-01-09 14:23:37", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63389", "eventdate" : "2023-01-09 14:24:30", "timeelapsed" : "0:00:52", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "received an email from Steve Tran provided instruction son how to setup the new machines for ISPI" } , { "pk_session" : "c-63400", "eventdate" : "2023-01-10 17:24:23", "timeelapsed" : "0:01:28", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS configured as Download device files downloaded. IPS installed, Shop PC registered and ISPI Software installed. ICOM Firmware updated." } , { "pk_session" : "t-72455", "eventdate" : "2023-01-10 17:24:24", "timeelapsed" : "300", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "configure the SS and Shop PC" } , { "pk_session" : "t-72456", "eventdate" : "2023-01-10 17:24:57", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "14", "pk_support" : "22068", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support SS kaput need to configure Shop PC as Download device", "priority" : "2", "status" : "closed", "location" : "San Diego Police Department-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Eddie Endo", "phone" : "", "email" : "EEndo@sandiego.gov", "mobile" : "", "created" : "2023-01-09 15:44:52", "statusdate" : "2023-01-18 12:36:16", "statuscloseddate" : "2023-01-18 12:36:16", "updated" : "2023-01-18 12:36:16", "agent" : "Stan Pascua", "issue" : "configure Shop PC as download device for the interim until the SS is rebuilt", "resolution" : "Shop PC 10.10.255.245 configured in ISPI Cockpit ISPI Admin client configured ISPI Files are in the download queue", "sessions" : [ { "pk_session" : "t-72439", "eventdate" : "2023-01-09 15:44:52", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63390", "eventdate" : "2023-01-09 15:45:43", "timeelapsed" : "0:00:43", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Rupert called need to Configure Shop PC as download device for the interim until their SS is rebuilt." } , { "pk_session" : "c-63391", "eventdate" : "2023-01-09 15:47:51", "timeelapsed" : "0:02:51", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC static IP 10/.10.255.245. configured ISPI Cockpit to reflect it. Configured ISPI Admin client as Download device created ISPINEXT/downloads folders. File are in the Download queue" } , { "pk_session" : "t-72440", "eventdate" : "2023-01-09 15:47:55", "timeelapsed" : "40", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72441", "eventdate" : "2023-01-09 15:48:07", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72451", "eventdate" : "2023-01-10 09:43:32", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63442", "eventdate" : "2023-01-18 12:36:13", "timeelapsed" : "0:07:03", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Files download" } , { "pk_session" : "t-72529", "eventdate" : "2023-01-18 12:36:16", "timeelapsed" : "7", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "15", "pk_support" : "22069", "platform" : "BMW Motorrad USA", "topic" : "ISPI Admin Client", "brief_description" : "Admin Client having issue with downloads", "priority" : "2", "status" : "closed", "location" : "Rallye Motoplex-Motorcycle Dealership", "ounum" : "", "agcode" : "28296", "nacode" : "", "canum" : "", "contact" : "Adilson Oliveira", "phone" : "(506) 857-1800", "email" : "aoliveira@rallyemotors.ca", "mobile" : "", "created" : "2023-01-10 03:51:43", "statusdate" : "2023-02-16 10:32:09", "statuscloseddate" : "2023-02-16 10:32:09", "updated" : "2023-02-16 10:32:09", "agent" : "Joe Raymond", "issue" : "Unknown at this time. Appears to be a network issue in the store.", "resolution" : "", "sessions" : [ { "pk_session" : "t-72442", "eventdate" : "2023-01-10 03:51:43", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Remotely logged into systems. Have 2 different and separate issues going on. Downloads are flagging 1n error log ILAC000027 and the IPS is having communications issues. Also, BMW have their cockpit configured strange, because they are getting the ThinClient application downloading in EVERY language available." } , { "pk_session" : "c-63392", "eventdate" : "2023-01-10 03:53:01", "timeelapsed" : "0:01:16", "sessiontype" : "email", "personcontacting" : "Joe Raymond", "eventcontent" : "Admin Client doing strange things with downloads." } ] } , { "number" : "16", "pk_support" : "22070", "platform" : "BMW North America", "topic" : "KAI", "brief_description" : "KAI Check failed after reboot", "priority" : "2", "status" : "closed", "location" : "Fields BMW - Northfield (IL)-Northfield Dealership", "ounum" : "0662801", "agcode" : "96628", "nacode" : "96628", "canum" : "", "contact" : "Ricardo Ramirez", "phone" : "", "email" : "riramirez@fieldsauto.com", "mobile" : "773.766.7232", "created" : "2023-01-10 08:44:10", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-01-10 08:45:22", "agent" : "Stan Pascua", "issue" : "KAI Check failed after reboot", "resolution" : "Started KAI services KAI Check all green", "sessions" : [ { "pk_session" : "t-72443", "eventdate" : "2023-01-10 08:44:10", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63393", "eventdate" : "2023-01-10 08:44:39", "timeelapsed" : "0:00:28", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call KAI Check failed. " } , { "pk_session" : "c-63394", "eventdate" : "2023-01-10 08:45:09", "timeelapsed" : "0:00:58", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISPAHUB started KAI services KAI Check Green" } , { "pk_session" : "t-72444", "eventdate" : "2023-01-10 08:45:14", "timeelapsed" : "5", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72445", "eventdate" : "2023-01-10 08:45:22", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "17", "pk_support" : "22071", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "Keyreader not working", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Dave McCulloch", "phone" : "847.441.5300", "email" : "davem@fieldsauto.com", "mobile" : "", "created" : "2023-01-10 09:19:32", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "Client had two keyreaders on different desks which were too close to each other and were interfering with each other.", "resolution" : "Moved keyreaders apart, checked functionality. All working now.", "sessions" : [ { "pk_session" : "t-72446", "eventdate" : "2023-01-10 09:19:32", "timeelapsed" : "19", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "18", "pk_support" : "22072", "platform" : "BMW Motorrad USA", "topic" : "ICOM Firmware", "brief_description" : "ICOM Firmware on 3 ICOMs", "priority" : "2", "status" : "closed", "location" : "Hermy's BMW Motorcycles-Motorcycle Shop", "ounum" : "", "agcode" : "58244", "nacode" : "", "canum" : "", "contact" : "Herman Baver", "phone" : "610-562-7303", "email" : "herman.baver@hermys.com", "mobile" : "570-640-4752", "created" : "2023-01-10 14:20:21", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Stan Pascua", "issue" : "ICOM firmware on 3 ICOMs", "resolution" : "ICOM Firmware updated on 3 ICOMs", "sessions" : [ { "pk_session" : "t-72452", "eventdate" : "2023-01-10 14:20:21", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63396", "eventdate" : "2023-01-10 14:20:52", "timeelapsed" : "0:00:30", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Herman called needs 3 ICOM Firmware updated." } , { "pk_session" : "c-63397", "eventdate" : "2023-01-10 14:21:50", "timeelapsed" : "0:01:28", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC updated 3 ICOM's Firmware" } , { "pk_session" : "t-72453", "eventdate" : "2023-01-10 14:21:51", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ICOM Firmware update" } ] } , { "number" : "19", "pk_support" : "22073", "platform" : "BMW North America", "topic" : "ISPA Hub Hardware Failure", "brief_description" : "Hub is down and won't boot.", "priority" : "2", "status" : "closed", "location" : "BMW of Meridian-Main Dealership", "ounum" : "0682201", "agcode" : "96822", "nacode" : "96822", "canum" : "", "contact" : "Anthony Blocker", "phone" : "601-484-7386", "email" : "ablocker@bmwofmeridian.com", "mobile" : "", "created" : "2023-01-10 15:18:12", "statusdate" : "2023-03-06 10:43:10", "statuscloseddate" : "2023-03-06 10:43:10", "updated" : "2023-03-06 10:43:10", "agent" : "Joe Raymond", "issue" : "Appears to be hardware failure other than hard drive.", "resolution" : "", "sessions" : [ { "pk_session" : "t-72454", "eventdate" : "2023-01-10 14:18:12", "timeelapsed" : "60", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshooting system. Removed Samsung drive and still won't boot. System is giving a POST error when powered on. Set up one of the workshop ISSS systems at .9 and installed IPS & KAI services, rebooted system and now it passes all health checks. Shipping hub to us for troubleshooting." } , { "pk_session" : "c-63399", "eventdate" : "2023-01-10 15:18:34", "timeelapsed" : "0:00:21", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "ISPA hub down and won't boot up." } , { "pk_session" : "t-72698", "eventdate" : "2023-01-30 10:41:48", "timeelapsed" : "480", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Build new ISPA Hub for store. Installed BMW applications. Shipped" } , { "pk_session" : "t-72699", "eventdate" : "2023-03-06 10:43:10", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "20", "pk_support" : "22074", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA update", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "John Newsome", "phone" : "", "email" : "john.s.newsome@gmail.com", "mobile" : "678-637-3474", "created" : "2023-01-11 09:07:32", "statusdate" : "2023-01-12 16:02:28", "statuscloseddate" : "2023-01-12 16:02:28", "updated" : "2023-01-12 16:02:28", "agent" : "Stan Pascua", "issue" : "ISTA update", "resolution" : "ISTA Launcher updated and initiated ISTA 4.39.x update", "sessions" : [ { "pk_session" : "t-72463", "eventdate" : "2023-01-11 09:07:32", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63402", "eventdate" : "2023-01-11 09:08:04", "timeelapsed" : "0:00:30", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "John called needs ISTA updated" } , { "pk_session" : "c-63403", "eventdate" : "2023-01-11 09:08:48", "timeelapsed" : "0:01:15", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop Pc drive mapped updated ISTA Launcher and initiated ISTA 4.39.x update" } , { "pk_session" : "t-72464", "eventdate" : "2023-01-11 09:08:50", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot and ISTA installation" } , { "pk_session" : "t-72465", "eventdate" : "2023-01-11 09:08:59", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72466", "eventdate" : "2023-01-11 11:15:34", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "21", "pk_support" : "22075", "platform" : "BMW Motorrad USA", "topic" : "ICOM Firmware", "brief_description" : "ICOM Firmware", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Treasure Coast (Palm Beach)-Motorcycle Shop", "ounum" : "", "agcode" : "49144", "nacode" : "", "canum" : "", "contact" : "Mathew Eysie", "phone" : "772-252-5000", "email" : "", "mobile" : "781-801-6715", "created" : "2023-01-11 13:00:46", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-01-11 13:02:09", "agent" : "Stan Pascua", "issue" : "ICOM Firmware", "resolution" : "ICOM Firmware updated and ICOM Configured", "sessions" : [ { "pk_session" : "t-72467", "eventdate" : "2023-01-11 13:00:46", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63404", "eventdate" : "2023-01-11 13:01:13", "timeelapsed" : "0:00:26", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Matt called has a new ICOM needs Firmware updat" } , { "pk_session" : "c-63405", "eventdate" : "2023-01-11 13:01:53", "timeelapsed" : "0:01:06", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC updated Firmware on new ICOM and configured" } , { "pk_session" : "t-72468", "eventdate" : "2023-01-11 13:01:55", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ICOM Firmware update" } , { "pk_session" : "t-72469", "eventdate" : "2023-01-11 13:02:09", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "22", "pk_support" : "22076", "platform" : "BMW Motorrad USA", "topic" : "IRAP question", "brief_description" : "IRAP failed to connect version 1.3.1 no longer can be used", "priority" : "2", "status" : "closed", "location" : "Tytlerys Cycle-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "David Grathen", "phone" : "920-347-9144", "email" : "dgrathen@tytlerscycle.com", "mobile" : "971-371-9243", "created" : "2023-01-11 13:30:06", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-01-11 13:31:27", "agent" : "Stan Pascua", "issue" : "IRAP client needs to be updated", "resolution" : "IRAP Client updated and IPS updated", "sessions" : [ { "pk_session" : "t-72470", "eventdate" : "2023-01-11 13:30:06", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63406", "eventdate" : "2023-01-11 13:30:36", "timeelapsed" : "0:00:29", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "David sent an email IRAP Client failed to connect" } , { "pk_session" : "c-63407", "eventdate" : "2023-01-11 13:31:17", "timeelapsed" : "0:01:09", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC updated IRAP Client to 1.4.1 and updated IPS on the SS" } , { "pk_session" : "t-72471", "eventdate" : "2023-01-11 13:31:18", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72472", "eventdate" : "2023-01-11 13:31:27", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "23", "pk_support" : "22077", "platform" : "", "topic" : "ISTA Failed to Start", "brief_description" : "ISTA is showing an error when they launch it on all workshop machines.", "priority" : "2", "status" : "closed", "location" : "Midwestern Auto Group-Midwestern BMW", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Nathan Spencer", "phone" : "919-619-9820", "email" : "nspencer@magcars.com", "mobile" : "919-619-9820", "created" : "2023-01-11 14:35:11", "statusdate" : "2023-01-12 09:54:42", "statuscloseddate" : "2023-01-12 09:54:42", "updated" : "2023-01-12 09:54:42", "agent" : "Robert Oteri", "issue" : "G1 Machines with disk space issue.", "resolution" : "Worked with Nathan and Helion to configure new G6. They will attempt to set up the remaining 3 new G6 machines.", "sessions" : [ { "pk_session" : "t-72474", "eventdate" : "2023-01-11 14:35:11", "timeelapsed" : "80", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63409", "eventdate" : "2023-01-11 14:35:32", "timeelapsed" : "0:00:20", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "I called and spoke to Nathan regarding the ISPI NAS device that was shipped on 2020. He informed me that they could not locate the device and needed to purchase a new one. He also asked me for assistance with his workshop SSS devices, as most or all of them were not functioning. I checked the HUB and found it to be up to date, but needed a reboot because of 200+ days of uptime. I scheduled the reboot for 11PM. We set up a remote support session using Zoom to one of the machine. All of his SSS machines are failing to launch ISTA due to expired versions. All of the machines are G1 generation and suffer from 'not enough disk space' issues regarding ISTA updates. Nathan told me that he has several new HP G6 machines that were auto-shipped to them from BMW but they don't know what to do in order to deploy them to the workshop. Midwestern recently switched to Helion for IT support. Nathan was able to get them on the phone and the 3 of us discussed a plan to get the new machines deployed to the workshop. They will work to get one machine set up, then call me and I will show them how to install/register/configure the BMW software." } , { "pk_session" : "t-72475", "eventdate" : "2023-01-11 14:35:50", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Follow up call for new G6 setup" } , { "pk_session" : "c-63410", "eventdate" : "2023-01-11 15:36:03", "timeelapsed" : "0:04:06", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Nathan called me back after getting one of the new G6 machines up and running. I explained to Nathan and the Helion tech (Mohamed) about the drive mapping and hte proper way to do it. I then showed them the 3 install files they needed to copy from the mapped drive; Admin Client, AIR Client, and ISTA Launcher. We were unable to log into the Admin Client because Nathan does not currently have ISPI Admin rights in DEMS. He will contact his DEMS administrator to get the access and call me back." } , { "pk_session" : "t-72476", "eventdate" : "2023-01-11 15:36:31", "timeelapsed" : "5", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72480", "eventdate" : "2023-01-12 09:53:37", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Final steps for configuring new G6" } , { "pk_session" : "t-72481", "eventdate" : "2023-01-12 09:54:42", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "24", "pk_support" : "22078", "platform" : "BMW Motorrad USA", "topic" : "IMIBNEXT", "brief_description" : "IMIB NEXT Setup", "priority" : "2", "status" : "closed", "location" : "Cycle Werks of Barrington-Motorcycle Shop", "ounum" : "", "agcode" : "78157", "nacode" : "", "canum" : "", "contact" : "Dan Kriete", "phone" : "847-381-8050", "email" : "parts@cyclewerks.com", "mobile" : "", "created" : "2023-01-11 17:54:55", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-01-11 17:57:58", "agent" : "Stan Pascua", "issue" : "IMIB NEXT Setup Premium Tablet TV 715993283/Ap!H3lpd35k", "resolution" : "Installed IMIB MA on the Premium tablet, installed USB Tray Toll. Needs to reboot the tablet so he can select Private Network", "sessions" : [ { "pk_session" : "t-72477", "eventdate" : "2023-01-11 17:54:55", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63411", "eventdate" : "2023-01-11 17:55:44", "timeelapsed" : "0:00:47", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Dan called he has a Premium tablet and a IMIB NEXT needs assistance." } , { "pk_session" : "c-63412", "eventdate" : "2023-01-11 17:57:46", "timeelapsed" : "0:02:50", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to the Premium tablet installed the latest IMIB MA app. Installed the USB Tray Tool. Needs to reboot tablet so he can select Private network" } , { "pk_session" : "t-72478", "eventdate" : "2023-01-11 17:57:48", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72479", "eventdate" : "2023-01-11 17:57:58", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "25", "pk_support" : "22079", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA Programming software 4.39.20 did not update", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Jessie Auer", "phone" : "530-345-4462", "email" : "", "mobile" : "", "created" : "2023-01-12 13:48:11", "statusdate" : "2023-01-13 05:03:45", "statuscloseddate" : "2023-01-13 05:03:45", "updated" : "2023-01-13 05:04:32", "agent" : "Stan Pascua", "issue" : "Programming software 4.39.20 did not update", "resolution" : "Uninstalled Programming DATA then started repair. ISTA 4.39.x installed", "sessions" : [ { "pk_session" : "t-72482", "eventdate" : "2023-01-12 13:48:11", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63413", "eventdate" : "2023-01-12 13:48:52", "timeelapsed" : "0:00:41", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Jesse called 4.39.20 Programming Software failed to update" } , { "pk_session" : "c-63414", "eventdate" : "2023-01-12 13:49:54", "timeelapsed" : "0:01:42", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to shop PC uninstalled Programming data and started repair 4.39.20 initiated" } , { "pk_session" : "t-72483", "eventdate" : "2023-01-12 13:49:56", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72484", "eventdate" : "2023-01-12 13:50:05", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63417", "eventdate" : "2023-01-13 05:03:33", "timeelapsed" : "0:01:08", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "ISTA 4.39.x installed. ICOM may require Firmware update left instructions on desktop" } , { "pk_session" : "t-72487", "eventdate" : "2023-01-13 05:03:45", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72488", "eventdate" : "2023-01-13 05:04:32", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "26", "pk_support" : "22080", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA failed to update missing ISTA Global file 4.39.12", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles Fort Lauderdale-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Tyler Jacques", "phone" : "954-581-6099", "email" : "tblaisejacques@gmail.com", "mobile" : "954-551-7823", "created" : "2023-01-12 15:26:50", "statusdate" : "2023-01-13 10:02:59", "statuscloseddate" : "2023-01-13 10:02:59", "updated" : "2023-01-13 10:04:12", "agent" : "Stan Pascua", "issue" : "ISTA failed to update missing 4.39.12 global file", "resolution" : "File is in the Download queue.ISTA 4.39.x installed", "sessions" : [ { "pk_session" : "t-72485", "eventdate" : "2023-01-12 15:26:50", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63415", "eventdate" : "2023-01-12 15:28:28", "timeelapsed" : "0:01:37", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Tyler called ISTA failed to update missing ISTA-Global file. Hung on shared Storage with an error" } , { "pk_session" : "c-63416", "eventdate" : "2023-01-12 15:31:18", "timeelapsed" : "0:04:27", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS ISTA-Global file hung with error. Killed the process and switched download device setup shop PC for the interim to download the Global file. Windows updates installed on both PCs" } , { "pk_session" : "t-72486", "eventdate" : "2023-01-12 15:31:19", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72489", "eventdate" : "2023-01-13 10:02:59", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72490", "eventdate" : "2023-01-13 10:04:12", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "27", "pk_support" : "22081", "platform" : "BMW Motorrad USA", "topic" : "ICOM Firmware", "brief_description" : "ICOM Firmware", "priority" : "2", "status" : "closed", "location" : "Windy City BMW Motorcycles of St. Charles-Motorcycle Dealership", "ounum" : "", "agcode" : "46302", "nacode" : "", "canum" : "", "contact" : "Joe Nicorata", "phone" : "708-712-2560", "email" : "joe@umbrellabs.com", "mobile" : "", "created" : "2023-01-13 10:28:16", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-01-13 10:31:49", "agent" : "Stan Pascua", "issue" : "ICOM Firmware", "resolution" : "ICOM Firmware updated", "sessions" : [ { "pk_session" : "t-72492", "eventdate" : "2023-01-13 10:28:16", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63418", "eventdate" : "2023-01-13 10:31:09", "timeelapsed" : "0:02:52", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call ICOM requires Firmware update" } , { "pk_session" : "c-63419", "eventdate" : "2023-01-13 10:31:36", "timeelapsed" : "0:03:19", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC ICOM Firmware updated" } , { "pk_session" : "t-72493", "eventdate" : "2023-01-13 10:31:37", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ICOM Firmware update" } , { "pk_session" : "t-72494", "eventdate" : "2023-01-13 10:31:49", "timeelapsed" : "4", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "28", "pk_support" : "22082", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support ISTA failed to open", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Omaha-Motorcycle Shop", "ounum" : "", "agcode" : "51010", "nacode" : "", "canum" : "", "contact" : "Robert Edwards", "phone" : "712-366-8400", "email" : "", "mobile" : "", "created" : "2023-01-13 11:10:22", "statusdate" : "2023-01-13 13:21:04", "statuscloseddate" : "2023-01-13 13:21:04", "updated" : "2023-01-13 13:21:04", "agent" : "Stan Pascua", "issue" : "ISTA failed to open and has expired", "resolution" : "Both PC had to be registered and configured. ISPI Files are in the Download queue. Download complete updated ISTA Launcher and initiated ISTA 4.39.x update", "sessions" : [ { "pk_session" : "t-72495", "eventdate" : "2023-01-13 11:10:22", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63420", "eventdate" : "2023-01-13 11:10:47", "timeelapsed" : "0:00:25", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call ISTA failed to open" } , { "pk_session" : "c-63421", "eventdate" : "2023-01-13 11:11:47", "timeelapsed" : "0:01:25", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to both PCs neither one was registered. registered both devices and configured. ISPI Files are in the Download queue" } , { "pk_session" : "t-72496", "eventdate" : "2023-01-13 11:11:49", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72497", "eventdate" : "2023-01-13 11:11:59", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72498", "eventdate" : "2023-01-13 12:19:08", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63425", "eventdate" : "2023-01-13 13:20:59", "timeelapsed" : "0:01:16", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "downloads complete updated ISTA Launcher and initiated ISTA 4.39.x update" } , { "pk_session" : "t-72502", "eventdate" : "2023-01-13 13:21:04", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "29", "pk_support" : "22083", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support ISTA has expired", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Miami-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Michael Milan", "phone" : "786-845-0052", "email" : "", "mobile" : "305-216-0348", "created" : "2023-01-13 12:21:45", "statusdate" : "2023-01-13 13:21:55", "statuscloseddate" : "2023-01-13 13:21:55", "updated" : "2023-01-13 13:21:55", "agent" : "Stan Pascua", "issue" : "ISTA has expired", "resolution" : "SS ISPI Admin client was not opened. Files are in the download queue after ISPI Admin Client opened. ISTA Launcher updated on both Shop PC. ISPI Process needs to be updated. IPS updated ISTA 4.39.x update initiated on both shop PC", "sessions" : [ { "pk_session" : "t-72499", "eventdate" : "2023-01-13 12:21:45", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63422", "eventdate" : "2023-01-13 12:22:09", "timeelapsed" : "0:00:22", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call ISTA has expired" } , { "pk_session" : "c-63423", "eventdate" : "2023-01-13 12:23:50", "timeelapsed" : "0:02:03", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to both Shop PCs ISTA Launcher updated. SS ISPI Admin Client was not running opened ISPI Admin Client check for Software Download ISPI Files are in the Download queue. ISPI Process services needs to be updated" } , { "pk_session" : "t-72500", "eventdate" : "2023-01-13 12:23:52", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63424", "eventdate" : "2023-01-13 12:42:08", "timeelapsed" : "0:00:52", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Downloads complete. IPS updated. Initiated ISTA 4.39.x update" } , { "pk_session" : "t-72501", "eventdate" : "2023-01-13 12:42:10", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72503", "eventdate" : "2023-01-13 13:21:55", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "30", "pk_support" : "22084", "platform" : "", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support Both Shop PC not responding to ISTA", "priority" : "2", "status" : "closed", "location" : "International Auto Specialist-Repair Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Charlotte Willoughby", "phone" : "703-675-5610", "email" : "vocelli210@yahoo.com", "mobile" : "", "created" : "2023-01-13 14:52:12", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-01-13 14:55:20", "agent" : "Stan Pascua", "issue" : "Both Shop PC not responding to ISTA", "resolution" : "windows updates were installed but did not restart to take the updates. Both systems rebooted and configured both ICOMs ISPI-NEXT", "sessions" : [ { "pk_session" : "t-72504", "eventdate" : "2023-01-13 14:52:12", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63426", "eventdate" : "2023-01-13 14:53:06", "timeelapsed" : "0:00:53", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Charlotte called Shop PC not responding to ISTA and the ICON in the hidden tray were missing" } , { "pk_session" : "c-63427", "eventdate" : "2023-01-13 14:55:07", "timeelapsed" : "0:02:54", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to both PCs restart required after Windows updated. Checked ICOM configured to ISPI-NEXT." } , { "pk_session" : "t-72505", "eventdate" : "2023-01-13 14:55:09", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72506", "eventdate" : "2023-01-13 14:55:20", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "31", "pk_support" : "22085", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA low disk space", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Greater Cincinnati-Motorcycle Dealership", "ounum" : "", "agcode" : "46285", "nacode" : "", "canum" : "", "contact" : "Jeffery Nutter", "phone" : "", "email" : "", "mobile" : "937-409-1448", "created" : "2023-01-14 09:48:00", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-01-14 09:49:53", "agent" : "Stan Pascua", "issue" : "ISTA low disk space", "resolution" : "Purchased a external USB drive able to initiated ISTA 4.39.2 update", "sessions" : [ { "pk_session" : "t-72510", "eventdate" : "2023-01-14 09:48:00", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63430", "eventdate" : "2023-01-14 09:49:01", "timeelapsed" : "0:00:59", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call ISTA failed to install low disk space. recommend they purchase a external USB drive." } , { "pk_session" : "c-63431", "eventdate" : "2023-01-14 09:49:42", "timeelapsed" : "0:01:40", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC initiated ISTA update using the external USB drive" } , { "pk_session" : "t-72511", "eventdate" : "2023-01-14 09:49:43", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72512", "eventdate" : "2023-01-14 09:49:53", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "32", "pk_support" : "22086", "platform" : "BMW Motorrad USA", "topic" : "ICOM Firmware", "brief_description" : "ICOM Firmware", "priority" : "2", "status" : "closed", "location" : "Performance Plus BMW-Motorcycle Shop", "ounum" : "", "agcode" : "20467", "nacode" : "", "canum" : "", "contact" : "Marvin Siano", "phone" : "901-385-8296", "email" : "marvin.siano@performancepluscycles.com", "mobile" : "901-205-9801", "created" : "2023-01-16 15:05:43", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-01-16 15:06:58", "agent" : "Stan Pascua", "issue" : "ICOM Firmware", "resolution" : "ICOM Firmware updated", "sessions" : [ { "pk_session" : "t-72513", "eventdate" : "2023-01-16 15:05:43", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63432", "eventdate" : "2023-01-16 15:06:19", "timeelapsed" : "0:00:34", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Marvin called ICOM firmware " } , { "pk_session" : "c-63433", "eventdate" : "2023-01-16 15:06:47", "timeelapsed" : "0:01:03", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC ICOM Firmware updated" } , { "pk_session" : "t-72514", "eventdate" : "2023-01-16 15:06:48", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ICOM Firmware update" } , { "pk_session" : "t-72515", "eventdate" : "2023-01-16 15:06:58", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "33", "pk_support" : "22087", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA has a message the contract is not valid", "priority" : "2", "status" : "closed", "location" : "Dunbar Euro-Sports-Motorcycle Shop", "ounum" : "", "agcode" : "68245/02", "nacode" : "", "canum" : "", "contact" : "Tom Fournier", "phone" : "508-583-6549", "email" : "tom@dunbareurosports.com", "mobile" : "617-834-2494", "created" : "2023-01-17 09:51:56", "statusdate" : "2023-01-19 14:27:34", "statuscloseddate" : "2023-01-19 14:27:34", "updated" : "2023-12-08 04:18:43", "agent" : "Stan Pascua", "issue" : "ISTA has a message their contract is not valid. cannot access ETK thin Client", "resolution" : "BMW contract not valid. BMW Contract terminated", "sessions" : [ { "pk_session" : "t-72516", "eventdate" : "2023-01-17 10:21:38", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63434", "eventdate" : "2023-01-17 10:22:26", "timeelapsed" : "0:00:47", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Tom called issue with ISTA reading 2006 bike message contract not valid" } , { "pk_session" : "c-63435", "eventdate" : "2023-01-17 10:23:14", "timeelapsed" : "0:01:35", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "Sent an email to Rick and Jack asking if their BMW contract is in the process of being terminated." } , { "pk_session" : "t-72517", "eventdate" : "2023-01-17 10:23:35", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "34", "pk_support" : "22088", "platform" : "BMW Motorrad USA", "topic" : "ISTA/P", "brief_description" : "ISTA/P 3.68 expired", "priority" : "2", "status" : "closed", "location" : "Rallye Motoplex-Motorcycle Dealership", "ounum" : "", "agcode" : "28296", "nacode" : "", "canum" : "", "contact" : "Adilson Oliveira", "phone" : "(506) 857-1800", "email" : "aoliveira@rallyemotors.ca", "mobile" : "", "created" : "2023-01-17 13:42:31", "statusdate" : "2023-01-17 14:25:53", "statuscloseddate" : "2023-01-17 14:25:53", "updated" : "2023-01-17 14:25:53", "agent" : "Stan Pascua", "issue" : "ISTA/P 3.68 expired", "resolution" : "Uninstalled ISTA/P 3.68 cleaned ProgramDATA files copied ISTA /P 3.71 to DATA folder. initiated ISTA/P 3.71 install. IRAP Client updated", "sessions" : [ { "pk_session" : "t-72518", "eventdate" : "2023-01-17 13:42:31", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63436", "eventdate" : "2023-01-17 13:43:07", "timeelapsed" : "0:00:35", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "received an email from Adilson ISTA/P 3.68 has expired" } , { "pk_session" : "c-63437", "eventdate" : "2023-01-17 13:44:18", "timeelapsed" : "0:01:46", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC uninstalled ISTA/P cleaned ProgramDATA files copied ISTA/P 3.71 to DATA folder initiated ISTA/P 3.71 install" } , { "pk_session" : "t-72519", "eventdate" : "2023-01-17 13:44:23", "timeelapsed" : "40", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72520", "eventdate" : "2023-01-17 13:44:32", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63438", "eventdate" : "2023-01-17 14:25:23", "timeelapsed" : "0:00:30", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "ISTA/P 3.71 installed and IRAP Client updated" } , { "pk_session" : "t-72521", "eventdate" : "2023-01-17 14:25:41", "timeelapsed" : "90", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ISTA/P install" } , { "pk_session" : "t-72522", "eventdate" : "2023-01-17 14:25:53", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "35", "pk_support" : "22089", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA has expired", "priority" : "2", "status" : "closed", "location" : "Bentley BMW-Main Dealership", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Steve Tech", "phone" : "250-860-1111", "email" : "", "mobile" : "250-470-2120", "created" : "2023-01-18 11:32:09", "statusdate" : "2023-01-20 06:25:07", "statuscloseddate" : "2023-01-20 06:25:07", "updated" : "2023-01-20 06:25:07", "agent" : "Stan Pascua", "issue" : "ISTA has expired. TV 845239634/utqkbe7e", "resolution" : "Updated ISPI Admin Client, initiated ISTA 4.39.20 update. Update failed started ISTA install. ISTA 4.39.20 installed. initiated ISTA/P 3.71 update", "sessions" : [ { "pk_session" : "t-72523", "eventdate" : "2023-01-18 11:32:09", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63439", "eventdate" : "2023-01-18 11:32:32", "timeelapsed" : "0:00:22", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a call ISTA has expired" } , { "pk_session" : "c-63440", "eventdate" : "2023-01-18 11:33:19", "timeelapsed" : "0:01:09", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to PC updated ISPI Admin client and configured. Initiated ISTA 4.39.20 update" } , { "pk_session" : "t-72524", "eventdate" : "2023-01-18 11:33:21", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72525", "eventdate" : "2023-01-18 11:33:23", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63448", "eventdate" : "2023-01-19 11:24:44", "timeelapsed" : "0:01:08", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Steve called ISTA failed to update. uninstalled ISTA then initiated ISTA install" } , { "pk_session" : "t-72539", "eventdate" : "2023-01-19 11:24:48", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72540", "eventdate" : "2023-01-19 12:06:42", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72555", "eventdate" : "2023-01-20 06:24:30", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72556", "eventdate" : "2023-01-20 06:24:39", "timeelapsed" : "240", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ISTA and ISTA/P update" } , { "pk_session" : "t-72557", "eventdate" : "2023-01-20 06:25:07", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "36", "pk_support" : "22090", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support ISTA has a message contract not valid", "priority" : "2", "status" : "closed", "location" : "Bob's BMW (Bobs BMW)-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Karen Sue", "phone" : "301-497-8949 ", "email" : "karensue@bobsbmw.com", "mobile" : "443-745-4920", "created" : "2023-01-18 11:46:56", "statusdate" : "2023-01-19 05:51:05", "statuscloseddate" : "2023-01-19 05:51:05", "updated" : "2023-01-19 05:51:05", "agent" : "Stan Pascua", "issue" : "ISTA has a message contract not valid. ISPI Admin and ISPI Cockpit shows the device is registered and ISTA is current 4.39.20 set to Motoraad and American English", "resolution" : "Logged out of the ISPI Admin and ISTA then logged back in ISTA OK", "sessions" : [ { "pk_session" : "t-72526", "eventdate" : "2023-01-18 11:46:56", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63441", "eventdate" : "2023-01-18 11:48:31", "timeelapsed" : "0:01:34", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a call ISTA contract not valid. device is registered and set for Motoraad. ISPI Cockpit shows device is registered. recommend they contact Jack Chen or Richard Doran" } , { "pk_session" : "t-72527", "eventdate" : "2023-01-18 11:48:32", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72528", "eventdate" : "2023-01-18 11:48:42", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72533", "eventdate" : "2023-01-19 05:51:05", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "37", "pk_support" : "22091", "platform" : "BMW North America", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support ISPI updates are not updating", "priority" : "2", "status" : "closed", "location" : "European Cars of Williamsburg-Independent Workshop", "ounum" : "", "agcode" : "46858", "nacode" : "46858", "canum" : "", "contact" : "Konstantin Fotiadis", "phone" : "757-220-9660", "email" : "gus.ecw@gmail.com", "mobile" : "", "created" : "2023-01-18 13:51:32", "statusdate" : "2023-01-23 08:29:22", "statuscloseddate" : "2023-01-23 08:29:22", "updated" : "2023-01-23 08:29:22", "agent" : "Stan Pascua", "issue" : "ISPI Software not updating", "resolution" : "registered download device Files are in the queue", "sessions" : [ { "pk_session" : "t-72530", "eventdate" : "2023-01-18 13:51:32", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63443", "eventdate" : "2023-01-18 13:52:16", "timeelapsed" : "0:00:42", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a call ISPI Software are not updating" } , { "pk_session" : "c-63444", "eventdate" : "2023-01-18 13:53:35", "timeelapsed" : "0:02:02", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop then remote desktop to download device 10.10.10.9 ISPI Admin Client not registered. Device registered and configured as Download device ISPI Files are in the Download queue" } , { "pk_session" : "t-72531", "eventdate" : "2023-01-18 13:53:37", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72532", "eventdate" : "2023-01-18 13:53:45", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "38", "pk_support" : "22092", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support lost connection to SS", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Tiffani Leary", "phone" : "765-387-9780", "email" : "tiffani@frontlineeurports.com", "mobile" : "765-251-1351", "created" : "2023-01-19 09:56:28", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-01-19 09:58:06", "agent" : "Stan Pascua", "issue" : "Lost connection to SS", "resolution" : "Installed Windows updates set power to high performance and configured for Private network", "sessions" : [ { "pk_session" : "t-72534", "eventdate" : "2023-01-19 09:56:28", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63445", "eventdate" : "2023-01-19 09:56:50", "timeelapsed" : "0:00:21", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Tiffani called lost connection to SS" } , { "pk_session" : "c-63446", "eventdate" : "2023-01-19 09:57:56", "timeelapsed" : "0:01:27", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS. Configured to Private network, installed Windows updates and configured Power High Performance" } , { "pk_session" : "t-72535", "eventdate" : "2023-01-19 09:57:57", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72536", "eventdate" : "2023-01-19 09:58:06", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "39", "pk_support" : "22093", "platform" : "", "topic" : "ISTA/P Installation.", "brief_description" : "ISSS machines need ISTA/P installed.", "priority" : "2", "status" : "closed", "location" : "Midwestern Auto Group-Midwestern BMW", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Nathan Spencer", "phone" : "919-619-9820", "email" : "nspencer@magcars.com", "mobile" : "919-619-9820", "created" : "2023-01-19 10:17:45", "statusdate" : "2023-01-19 10:19:48", "statuscloseddate" : "2023-01-19 10:19:48", "updated" : "2023-01-19 10:19:48", "agent" : "Robert Oteri", "issue" : "", "resolution" : "Demonstrated the installation of ISTA/P.", "sessions" : [ { "pk_session" : "t-72537", "eventdate" : "2023-01-19 10:17:45", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63447", "eventdate" : "2023-01-19 10:19:10", "timeelapsed" : "0:01:25", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Nathan Spencer called me to request assistance installing ISTA/P on two workstations. We created a TeamViewer session and I showed him how to install ISTA/P. He will install it on the machines that need it, and will reach out if he has any issues." } , { "pk_session" : "t-72538", "eventdate" : "2023-01-19 10:19:48", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "40", "pk_support" : "22094", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support ISTA has expired IPS error, ISPI file download not complete", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Nashville-Motorcycle Shop", "ounum" : "", "agcode" : "51337", "nacode" : "", "canum" : "", "contact" : "Shaun Robbins", "phone" : "", "email" : " shaun@bmwmcnashville.com", "mobile" : "239-777-7605", "created" : "2023-01-19 13:59:50", "statusdate" : "2023-01-20 05:37:59", "statuscloseddate" : "2023-01-20 05:37:59", "updated" : "2023-01-20 05:37:59", "agent" : "Stan Pascua", "issue" : "ISTA expired files download not complete and IPS has a 0025 error", "resolution" : "IPS deleted corrupt file started service IPS check OK, ISTA files download not complete. Once complete they can initiate the ISTA 4.39.20 update", "sessions" : [ { "pk_session" : "t-72541", "eventdate" : "2023-01-19 13:59:50", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63449", "eventdate" : "2023-01-19 14:00:24", "timeelapsed" : "0:00:34", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a call IPS Check failed and ISTA is expired and will not update" } , { "pk_session" : "c-63450", "eventdate" : "2023-01-19 14:02:05", "timeelapsed" : "0:02:14", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS IPS services not running, started services got a 0025 error corrupt file. deleted corrupt file IPS check OK. 1 file in the Download queue 23.x GB cannot update until the download is complete" } , { "pk_session" : "t-72542", "eventdate" : "2023-01-19 14:02:06", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72543", "eventdate" : "2023-01-19 14:02:18", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "41", "pk_support" : "22095", "platform" : "BMW Motorrad USA", "topic" : "ISPS", "brief_description" : "ISPS check failed", "priority" : "2", "status" : "closed", "location" : "Hermy's BMW Motorcycles-Motorcycle Shop", "ounum" : "", "agcode" : "58244", "nacode" : "", "canum" : "", "contact" : "Herman Baver", "phone" : "610-562-7303", "email" : "herman.baver@hermys.com", "mobile" : "570-640-4752", "created" : "2023-01-19 14:04:16", "statusdate" : "2023-01-19 14:14:01", "statuscloseddate" : "2023-01-19 14:14:01", "updated" : "2023-01-19 14:14:01", "agent" : "Stan Pascua", "issue" : "ISPS Check failed", "resolution" : "Logged on to SS services was not running started services IPS check OK. Windows updates installing, Device rebooted ISPI Admin Checks all green", "sessions" : [ { "pk_session" : "t-72544", "eventdate" : "2023-01-19 14:04:16", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63451", "eventdate" : "2023-01-19 14:04:38", "timeelapsed" : "0:00:21", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Herman called IPS check failed" } , { "pk_session" : "c-63452", "eventdate" : "2023-01-19 14:05:49", "timeelapsed" : "0:01:32", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS started IPS services. IPS check OK. Windows updates installing the service background not started" } , { "pk_session" : "t-72545", "eventdate" : "2023-01-19 14:05:52", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72546", "eventdate" : "2023-01-19 14:06:01", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63453", "eventdate" : "2023-01-19 14:13:50", "timeelapsed" : "0:01:10", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Windows update installed device rebooted ISPI Admin Client checks OK" } , { "pk_session" : "t-72547", "eventdate" : "2023-01-19 14:13:51", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72548", "eventdate" : "2023-01-19 14:14:01", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "42", "pk_support" : "22096", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support lost connect to SS, ISTA has expired", "priority" : "2", "status" : "closed", "location" : "Stroom BMW Motorcycles of Des Moines-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Jordan Baber", "phone" : "", "email" : "jordan.baber@vanwall.com", "mobile" : "515-371-6864", "created" : "2023-01-19 14:57:13", "statusdate" : "2023-01-20 05:37:42", "statuscloseddate" : "2023-01-20 05:37:42", "updated" : "2023-01-20 05:37:42", "agent" : "Stan Pascua", "issue" : "Lost connect to SS and ISTA has expired", "resolution" : "Installed Windows updates on both PCs. After reboot of both PC connection restored. initiated ISTA 4.39.20 update.", "sessions" : [ { "pk_session" : "t-72549", "eventdate" : "2023-01-19 14:57:13", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63454", "eventdate" : "2023-01-19 14:57:43", "timeelapsed" : "0:00:29", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call lost connection to SS and ISTA has expired" } , { "pk_session" : "c-63455", "eventdate" : "2023-01-19 14:58:50", "timeelapsed" : "0:01:36", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to both PCs installed Windows updates devices rebooted connectivity to SS restored. initiated ISTA 4.39.20 update" } , { "pk_session" : "t-72550", "eventdate" : "2023-01-19 14:58:52", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72551", "eventdate" : "2023-01-19 14:59:01", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "43", "pk_support" : "22097", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support ISTA not updating", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Marco Perez", "phone" : "805-928-3668", "email" : "marcop@santamariaharley.com", "mobile" : "", "created" : "2023-01-19 17:07:52", "statusdate" : "2023-01-20 05:37:19", "statuscloseddate" : "2023-01-20 05:37:19", "updated" : "2023-01-20 05:37:24", "agent" : "Stan Pascua", "issue" : "ISTA not updating", "resolution" : "SS not configured as Download device. Configured ISPI Files are in the Download queue. Installed IMIB MA on both PCs and BMW USB Tray tool. Updated ISTA Launcher", "sessions" : [ { "pk_session" : "t-72552", "eventdate" : "2023-01-19 17:07:52", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63456", "eventdate" : "2023-01-19 17:08:26", "timeelapsed" : "0:00:33", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Marco called ISTA not updating." } , { "pk_session" : "c-63457", "eventdate" : "2023-01-19 17:10:05", "timeelapsed" : "0:02:12", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS ISPI Admin Client not configured as Download device. Configured and ISPI Files are in the Download queue. Installed IMIB MA and BMW USB Tray tool on both PCs. Updated ISTA Launcher on both." } , { "pk_session" : "t-72553", "eventdate" : "2023-01-19 17:10:07", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72554", "eventdate" : "2023-01-19 17:10:17", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "44", "pk_support" : "22098", "platform" : "BMW Motorrad USA", "topic" : "ISPS", "brief_description" : "ISPS outdated", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Lynnwood-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Christ Poitras", "phone" : "", "email" : "chris.poitras@motoplex.net", "mobile" : "206-550-0393", "created" : "2023-01-20 14:47:35", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-01-20 14:48:49", "agent" : "Stan Pascua", "issue" : "ISPS outdated", "resolution" : "IPS updated", "sessions" : [ { "pk_session" : "t-72558", "eventdate" : "2023-01-20 14:47:35", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63458", "eventdate" : "2023-01-20 14:48:09", "timeelapsed" : "0:00:33", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a call IPS check failed newer version available" } , { "pk_session" : "t-72559", "eventdate" : "2023-01-20 14:48:40", "timeelapsed" : "5", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72560", "eventdate" : "2023-01-20 14:48:49", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "45", "pk_support" : "22099", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA has expired", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Max Holmer", "phone" : "850-466-5324", "email" : "max@adventuremotorsportsofnwf.com", "mobile" : "", "created" : "2023-01-21 12:37:29", "statusdate" : "2023-01-25 08:42:52", "statuscloseddate" : "2023-01-25 08:42:52", "updated" : "2023-01-25 08:42:52", "agent" : "Stan Pascua", "issue" : "ISTA has expired", "resolution" : "ISTA Launcher updated and initiated ISTA 4.39.20 update", "sessions" : [ { "pk_session" : "t-72561", "eventdate" : "2023-01-21 12:37:29", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63459", "eventdate" : "2023-01-21 12:38:01", "timeelapsed" : "0:00:31", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a call ISTA has expired. " } , { "pk_session" : "c-63460", "eventdate" : "2023-01-21 12:39:45", "timeelapsed" : "0:02:16", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to the GETAC Premium tablet updated ISTA Launcher and initiated ISTA 4.39.20 update. Recommend he connect the tablet via the LAN not wireless. Windows updates installed IMIB MA issue uninstalled and needs to be reinstalled" } , { "pk_session" : "t-72562", "eventdate" : "2023-01-21 12:39:47", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72563", "eventdate" : "2023-01-21 12:39:55", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "46", "pk_support" : "22100", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISTA error message checksum error", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Raleigh-Rolls Royce Center", "ounum" : "45819", "agcode" : "45819", "nacode" : "", "canum" : "", "contact" : "Ed Scarbourough", "phone" : "919-890-5500", "email" : "", "mobile" : "918-625-1614", "created" : "2023-01-23 08:25:01", "statusdate" : "2023-01-25 08:43:09", "statuscloseddate" : "2023-01-25 08:43:09", "updated" : "2023-01-25 08:43:09", "agent" : "Stan Pascua", "issue" : "ISTA checksum error", "resolution" : "ISPI Admin corrupt uninstalled and reinstalled device registered and configured. updated IRAP Windows updates installed. Initiated ISTA 4.39.20 install", "sessions" : [ { "pk_session" : "t-72564", "eventdate" : "2023-01-23 08:25:01", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63461", "eventdate" : "2023-01-23 08:25:38", "timeelapsed" : "0:00:35", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Chris called ISTA has a Checksum error" } , { "pk_session" : "c-63462", "eventdate" : "2023-01-23 08:28:31", "timeelapsed" : "0:03:28", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to laptop. Windows updates installed. Updated IRAP Client, initiated ISTA 4.39.20 install" } , { "pk_session" : "t-72565", "eventdate" : "2023-01-23 08:28:42", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72566", "eventdate" : "2023-01-23 08:28:52", "timeelapsed" : "4", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "47", "pk_support" : "22101", "platform" : "", "topic" : "ISPS", "brief_description" : "ISPS failed 0007", "priority" : "2", "status" : "closed", "location" : "European Cars of Williamsburg-Independent Workshop", "ounum" : "", "agcode" : "46858", "nacode" : "46858", "canum" : "", "contact" : "Konstantin Fotiadis", "phone" : "757-220-9660", "email" : "gus.ecw@gmail.com", "mobile" : "", "created" : "2023-01-23 08:55:26", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-01-23 08:56:48", "agent" : "Stan Pascua", "issue" : "IPS failed 0007", "resolution" : "Updated IPS and started the service check OK", "sessions" : [ { "pk_session" : "t-72567", "eventdate" : "2023-01-23 08:55:26", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63463", "eventdate" : "2023-01-23 08:55:58", "timeelapsed" : "0:00:31", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Chris called IPS check failed 0007 error" } , { "pk_session" : "c-63464", "eventdate" : "2023-01-23 08:56:37", "timeelapsed" : "0:01:10", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Download device updated IPS and started the services IPS Check ok" } , { "pk_session" : "t-72568", "eventdate" : "2023-01-23 08:56:39", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72569", "eventdate" : "2023-01-23 08:56:48", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "48", "pk_support" : "22102", "platform" : "BMW North America", "topic" : "ICOM Firmware", "brief_description" : "ICOM Firmware on new ICOM", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars New England-Rolls Royce Center (Herb Chambers)", "ounum" : "50660", "agcode" : "50660", "nacode" : "", "canum" : "", "contact" : "Gary Richards", "phone" : "508-401-2700", "email" : "grichards@rrmc-newengland.com", "mobile" : "401-339-7475", "created" : "2023-01-23 11:43:12", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-01-23 11:44:53", "agent" : "Stan Pascua", "issue" : "ICOM Firmware on new ICOM", "resolution" : "ICOM Firmware updated and configured", "sessions" : [ { "pk_session" : "t-72572", "eventdate" : "2023-01-23 11:43:12", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63466", "eventdate" : "2023-01-23 11:43:46", "timeelapsed" : "0:00:32", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Gary called new ICOM requires Firmware update" } , { "pk_session" : "c-63467", "eventdate" : "2023-01-23 11:44:38", "timeelapsed" : "0:01:24", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC updated and configured new ICOM" } , { "pk_session" : "t-72573", "eventdate" : "2023-01-23 11:44:40", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ICOM Firmware update" } , { "pk_session" : "t-72574", "eventdate" : "2023-01-23 11:44:53", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "49", "pk_support" : "22103", "platform" : "BMW North America", "topic" : "ISPANEXT support", "brief_description" : "ISPANEXT Support end-user cannot login to ISPANEXT", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Atlanta-Rolls Royce Center", "ounum" : "45171", "agcode" : "45171", "nacode" : "", "canum" : "", "contact" : "Richard Stegall", "phone" : "678-313-1797", "email" : "rstegall1@me.com", "mobile" : "", "created" : "2023-01-23 13:12:34", "statusdate" : "2023-01-26 12:41:22", "statuscloseddate" : "2023-01-26 12:41:22", "updated" : "2023-01-26 12:41:22", "agent" : "Stan Pascua", "issue" : "end-user cannot login to ISPANEXT", "resolution" : "ISPI Admin client not registered needs to be registered", "sessions" : [ { "pk_session" : "t-72575", "eventdate" : "2023-01-23 13:12:34", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63468", "eventdate" : "2023-01-23 13:14:11", "timeelapsed" : "0:01:36", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "Rich sent a email an error when he tried to login to ISPANEXT." } , { "pk_session" : "c-63469", "eventdate" : "2023-01-23 13:15:01", "timeelapsed" : "0:02:26", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to end-user PC device not registered. Needs to be registered and configured" } , { "pk_session" : "t-72576", "eventdate" : "2023-01-23 13:15:03", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72577", "eventdate" : "2023-01-23 13:15:12", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72578", "eventdate" : "2023-01-24 07:50:11", "timeelapsed" : "1113", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72579", "eventdate" : "2023-01-24 07:50:15", "timeelapsed" : "-1113", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Adjust time" } ] } , { "number" : "50", "pk_support" : "22104", "platform" : "BMW Motorrad USA", "topic" : "ICOM Firmware", "brief_description" : "ICOM Firmware", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycle of Philadelphia (Quaker City Motor Sport)-Main Dealership", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Dan Ackroyd", "phone" : "215-482-8020", "email" : "parts@triumphphila.com", "mobile" : "", "created" : "2023-01-24 08:42:20", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-01-24 08:44:01", "agent" : "Stan Pascua", "issue" : "ICOM Firmware", "resolution" : "ICOM Firmware updated", "sessions" : [ { "pk_session" : "t-72580", "eventdate" : "2023-01-24 08:42:20", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63470", "eventdate" : "2023-01-24 08:42:48", "timeelapsed" : "0:00:27", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call ICOM requires Firmware update" } , { "pk_session" : "c-63471", "eventdate" : "2023-01-24 08:43:22", "timeelapsed" : "0:01:01", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC ICOM Firmware updated" } , { "pk_session" : "t-72581", "eventdate" : "2023-01-24 08:43:23", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72582", "eventdate" : "2023-01-24 08:43:47", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ICOM Firmware update" } ] } , { "number" : "51", "pk_support" : "22105", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "keyreader not working", "priority" : "2", "status" : "closed", "location" : "BMW of Ocala-Main Dealership", "ounum" : "", "agcode" : "47727", "nacode" : "47727", "canum" : "", "contact" : "Tony Latta", "phone" : "352-861-0234 ext 13151", "email" : "tlatta@gettel.com", "mobile" : "", "created" : "2023-01-24 10:01:34", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "mapped network drive not accessible. Key uploader not functioning", "resolution" : "corrected credentials in mapped drive and reinstalled the uploader. Checked functionality. Keyreader now working", "sessions" : [ { "pk_session" : "t-72583", "eventdate" : "2023-01-24 10:01:34", "timeelapsed" : "37", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "52", "pk_support" : "22106", "platform" : "BMW Motorrad USA", "topic" : "ISTA/P", "brief_description" : "ISTA/P ICON Missing expired", "priority" : "2", "status" : "closed", "location" : "BMW of Portland-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Rick Engelman", "phone" : "503.597.7097", "email" : "rengelman@bmcwor.com", "mobile" : "808-268-9277", "created" : "2023-01-26 11:27:03", "statusdate" : "2023-01-26 12:42:02", "statuscloseddate" : "2023-01-26 12:42:02", "updated" : "2023-01-26 12:42:02", "agent" : "Stan Pascua", "issue" : "ISTA/P expired", "resolution" : "Cleaned ProgramDATA files, copied ISTA/P 3.71 to DATA folder. ISTA/P 3.71 install initiated.", "sessions" : [ { "pk_session" : "t-72586", "eventdate" : "2023-01-26 11:27:03", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63472", "eventdate" : "2023-01-26 11:27:45", "timeelapsed" : "0:00:41", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Rick called ISTA/P ICON missing" } , { "pk_session" : "c-63473", "eventdate" : "2023-01-26 11:28:49", "timeelapsed" : "0:01:45", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC ISTA/P not listed in Control Panel. Cleaned ProgramDATA files. Copied ISTA/P 3.71 to DATA folder" } , { "pk_session" : "t-72587", "eventdate" : "2023-01-26 11:28:50", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72588", "eventdate" : "2023-01-26 11:28:59", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72589", "eventdate" : "2023-01-26 12:42:02", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "53", "pk_support" : "22107", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support SS cannot be reached", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Burbank-Motorcycle Shop", "ounum" : "", "agcode" : "28290", "nacode" : "", "canum" : "", "contact" : "Mike Ungureanu", "phone" : "818-446-2451", "email" : "mike@bmwburbank.com", "mobile" : "818-929-7847", "created" : "2023-01-27 07:32:34", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-01-27 07:34:40", "agent" : "Stan Pascua", "issue" : "SS cannot be reached", "resolution" : "IP of the SS was set to DHCP configured to a static IP 192.168.1.9. connectivity restored", "sessions" : [ { "pk_session" : "t-72590", "eventdate" : "2023-01-27 07:32:34", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63474", "eventdate" : "2023-01-27 07:33:07", "timeelapsed" : "0:00:32", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "received an email from Mike SS cannot be reached." } , { "pk_session" : "c-63475", "eventdate" : "2023-01-27 07:34:29", "timeelapsed" : "0:01:54", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS device was configured DHCP had to reconfigure to a static IP 192.1618.1.9 connectivity restored" } , { "pk_session" : "t-72591", "eventdate" : "2023-01-27 07:34:31", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72592", "eventdate" : "2023-01-27 07:34:40", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "54", "pk_support" : "22108", "platform" : "", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support ISID not online", "priority" : "2", "status" : "closed", "location" : "Ardsley Motors-Main Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Bernie Milano", "phone" : "914-693-4686", "email" : "Berniejag@aol.com", "mobile" : "", "created" : "2023-01-27 10:06:28", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-01-27 10:08:11", "agent" : "Stan Pascua", "issue" : "ISID not online", "resolution" : "Checked LAN connection re-seated LAN cable connectivity restored", "sessions" : [ { "pk_session" : "t-72593", "eventdate" : "2023-01-27 10:06:28", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63476", "eventdate" : "2023-01-27 10:06:56", "timeelapsed" : "0:00:27", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Bernie called cannot connect to ICOM" } , { "pk_session" : "c-63477", "eventdate" : "2023-01-27 10:07:59", "timeelapsed" : "0:01:30", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "tried to logon to ISID no connectivity device no internet connection. re-seated LAN cable connectivity restored" } , { "pk_session" : "t-72594", "eventdate" : "2023-01-27 10:08:00", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72595", "eventdate" : "2023-01-27 10:08:11", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "55", "pk_support" : "22109", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support ISPI Applications failed to open", "priority" : "2", "status" : "closed", "location" : "Gateway BMW Motorcycles-Motorcycle Shop", "ounum" : "", "agcode" : "31453", "nacode" : "31453", "canum" : "", "contact" : "Ryan Manley", "phone" : "314-427-9090", "email" : "sirmanley@gatewaybmw.com", "mobile" : "", "created" : "2023-01-31 12:28:09", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-01-31 12:29:36", "agent" : "Stan Pascua", "issue" : "ISPI Applications failed to open", "resolution" : "ISPI Admin client corrupt uninstalled and re-installed registered and configured. ISPI Applications are useable", "sessions" : [ { "pk_session" : "t-72596", "eventdate" : "2023-01-31 12:28:09", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63478", "eventdate" : "2023-01-31 12:28:33", "timeelapsed" : "0:00:23", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call ISPI Applications failed to open" } , { "pk_session" : "c-63479", "eventdate" : "2023-01-31 12:29:23", "timeelapsed" : "0:01:13", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC ISPI Admin client corrupt. Uninstalled and re-installed registered and configured. ISPI Applications OK" } , { "pk_session" : "t-72597", "eventdate" : "2023-01-31 12:29:25", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72598", "eventdate" : "2023-01-31 12:29:36", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "56", "pk_support" : "22110", "platform" : "BMW Motorrad USA", "topic" : "RDC Tool", "brief_description" : "RDC Tool commission", "priority" : "2", "status" : "closed", "location" : "Garcia Moto (Capitol BMW)-Motorcycle Shop", "ounum" : "", "agcode" : "25164", "nacode" : "", "canum" : "", "contact" : "Garrett Garcia", "phone" : "919-834-5111", "email" : "garrett@garciamoto.com", "mobile" : "919-427-2607", "created" : "2023-02-02 09:32:48", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-02-02 12:51:39", "agent" : "Stan Pascua", "issue" : "commission RDC Tool", "resolution" : "USB Tray Tool installed RDC Tool commisioned", "sessions" : [ { "pk_session" : "t-72599", "eventdate" : "2023-02-02 09:32:48", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63480", "eventdate" : "2023-02-02 09:33:34", "timeelapsed" : "0:00:45", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : " Gen 4 RC Tool how do you commissioned this tool" } , { "pk_session" : "c-63481", "eventdate" : "2023-02-02 09:34:12", "timeelapsed" : "0:01:22", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC installed USB tray Tool and commissioned Gen4 RDC Tool" } , { "pk_session" : "t-72600", "eventdate" : "2023-02-02 09:34:12", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72601", "eventdate" : "2023-02-02 09:34:22", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72602", "eventdate" : "2023-02-02 12:51:08", "timeelapsed" : "197", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72603", "eventdate" : "2023-02-02 12:51:21", "timeelapsed" : "-197", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Adjust time" } ] } , { "number" : "57", "pk_support" : "22111", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support IPS, ISTA expired", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of El Paso (Viva Powersports)-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Alejandro ISPI Admin", "phone" : "915-834-2305", "email" : "", "mobile" : "", "created" : "2023-02-02 12:53:43", "statusdate" : "2023-02-07 06:39:23", "statuscloseddate" : "2023-02-07 06:39:23", "updated" : "2023-02-07 06:39:29", "agent" : "Stan Pascua", "issue" : "ISPINEXT Support ISPI Software expired", "resolution" : "Updated ISPI Admin Client, IPS and ISTA Launcher. ISTA files are in the Download queue", "sessions" : [ { "pk_session" : "t-72604", "eventdate" : "2023-02-02 12:53:43", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63482", "eventdate" : "2023-02-02 12:54:09", "timeelapsed" : "0:00:25", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call ISTA expired" } , { "pk_session" : "c-63483", "eventdate" : "2023-02-02 12:54:59", "timeelapsed" : "0:01:15", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS and shop PC updated ISPI Adm,in Client, IPS and ISTA Launcher. ISTA files are in the Download queue" } , { "pk_session" : "t-72605", "eventdate" : "2023-02-02 12:55:01", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72606", "eventdate" : "2023-02-02 12:55:13", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "58", "pk_support" : "22112", "platform" : "BMW Motorrad USA", "topic" : "AIR Client", "brief_description" : "AIR Client outdated", "priority" : "2", "status" : "closed", "location" : "Hap's Cycle Sales (Haps Cycle Sales)-Motorcycle Shop", "ounum" : "", "agcode" : "98150", "nacode" : "", "canum" : "", "contact" : "Michael Alonso", "phone" : "941-365-3443", "email" : "service@hapscycle.com", "mobile" : "941-447-5682", "created" : "2023-02-03 12:57:13", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-02-03 12:58:22", "agent" : "Stan Pascua", "issue" : "AIR Client outdated", "resolution" : "Updated AIR Client", "sessions" : [ { "pk_session" : "t-72607", "eventdate" : "2023-02-03 12:57:13", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63484", "eventdate" : "2023-02-03 12:57:37", "timeelapsed" : "0:00:23", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Michael called AIR Client outdated" } , { "pk_session" : "c-63485", "eventdate" : "2023-02-03 12:58:11", "timeelapsed" : "0:00:56", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS updated IPS and had him update AIR Client on his PC" } , { "pk_session" : "t-72608", "eventdate" : "2023-02-03 12:58:12", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72609", "eventdate" : "2023-02-03 12:58:22", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "59", "pk_support" : "22113", "platform" : "BMW North America", "topic" : "NAS Migration", "brief_description" : "Lost the BMW NAS2020 and want help using the MINI NAS for the workshop ", "priority" : "2", "status" : "closed", "location" : "BMW of Monrovia-Main Dealership", "ounum" : "0524901", "agcode" : "31642", "nacode" : "31642", "canum" : "", "contact" : "Adrian Garcia", "phone" : "626-676-8181", "email" : "Adrian.Garcia@bmwofmonrovia.com", "mobile" : "", "created" : "2023-02-04 11:10:13", "statusdate" : "2023-02-16 10:36:47", "statuscloseddate" : "2023-02-16 10:36:47", "updated" : "2023-02-16 10:36:47", "agent" : "Joe Raymond", "issue" : "Need to re-IP the MINI NAS", "resolution" : "Re-IP'd NAS, updated firmware and applications, migrated files from old 469 Pro to the 673 Pro.", "sessions" : [ { "pk_session" : "t-72610", "eventdate" : "2023-02-03 11:10:13", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Spent 20 minutes getting the NAS on the correct subnet to get into it with QFinder to re-IP the machine." } , { "pk_session" : "t-72611", "eventdate" : "2023-02-03 16:12:22", "timeelapsed" : "90", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Got system reconfigured, firmware and application updates done and ready to do sync with old NAS for migrating the data." } , { "pk_session" : "t-72612", "eventdate" : "2023-02-03 19:37:53", "timeelapsed" : "40", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Stopped IPS and KAI services, started a transer confirming files were transferring. stopped and shut down Admin Client since it kept trying to download missing files. Found bad drive on the server. Started the sync for overnight transfer and will finish up in the morning." } , { "pk_session" : "t-72613", "eventdate" : "2023-02-04 09:16:33", "timeelapsed" : "70", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "System needed reboot and had Windows Update files waiting to install. Rebooted and waited for system to come back online. Finally did and it took quite some time to get the services to start due to the issue with a dead RAID hard drive. Everything running for shop and service advisors to read keys and will work on drive replacement after close tonight." } , { "pk_session" : "c-63486", "eventdate" : "2023-02-04 11:11:08", "timeelapsed" : "0:00:44", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "Called to ask for assistance in getting their MINI NAS on the BMW shop subnet." } ] } , { "number" : "60", "pk_support" : "22114", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "new keyreader plus desktop not working 3rd party IT working remotely to try and get it running.", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Greenwich-Rolls-Royce Motor cars Greenwich", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Jorge Santiago", "phone" : "203-228-9388", "email" : "", "mobile" : "", "created" : "2023-02-06 10:03:52", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "need the trayapp installed on PC", "resolution" : "advised 3rd party IT to install tray app and then check functionality. If working then great, if not to call me back.", "sessions" : [ { "pk_session" : "t-72614", "eventdate" : "2023-02-06 10:03:52", "timeelapsed" : "6", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72615", "eventdate" : "2023-02-06 10:31:43", "timeelapsed" : "7", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "61", "pk_support" : "22115", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support convert their new SS to Shop PC", "priority" : "2", "status" : "closed", "location" : "MAX BMW Motorcycles-CT Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Brianna Ruocco", "phone" : "203 740 1270", "email" : "Brianna@maxbmw.com", "mobile" : "203-297-5600", "created" : "2023-02-06 12:55:35", "statusdate" : "2023-02-07 06:38:54", "statuscloseddate" : "2023-02-07 06:38:54", "updated" : "2023-02-07 06:38:54", "agent" : "Stan Pascua", "issue" : "Convert new SS to Shop PC", "resolution" : "device reconfigured to Shop PC device registered configured. AIR Client, IRAP Client, ISTA Launcher, ISTA/P. USB Tray tool installed", "sessions" : [ { "pk_session" : "t-72616", "eventdate" : "2023-02-06 12:55:35", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63487", "eventdate" : "2023-02-06 12:56:13", "timeelapsed" : "0:00:37", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "Received an email from Brianna she wants their new SS converted to Shop pC" } , { "pk_session" : "c-63488", "eventdate" : "2023-02-06 12:57:17", "timeelapsed" : "0:01:41", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Configured Shop PC deleted ISPINEXT Folder and installed AIR Client, IRAP client, ISTA Launcher, IRAP Client, ISTA/P" } , { "pk_session" : "t-72617", "eventdate" : "2023-02-06 12:57:21", "timeelapsed" : "150", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "convert PC to Shop PC" } , { "pk_session" : "t-72618", "eventdate" : "2023-02-06 12:57:43", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "62", "pk_support" : "22116", "platform" : "BMW North America", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support GETAC needs to be registered under new dealer code", "priority" : "2", "status" : "closed", "location" : "BMW of Buffalo-Main Dealership", "ounum" : "", "agcode" : "52082/1", "nacode" : "52082/1", "canum" : "", "contact" : "John Tronolone", "phone" : "716-505-2123 ext 437", "email" : "jtronolone@towneauto.com", "mobile" : "716.574.9586", "created" : "2023-02-07 09:36:23", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-02-07 09:37:26", "agent" : "Stan Pascua", "issue" : "GETAC needs to be configured under new dealer code", "resolution" : "de-registered the device and re-registered.", "sessions" : [ { "pk_session" : "t-72619", "eventdate" : "2023-02-07 09:36:23", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63489", "eventdate" : "2023-02-07 09:37:25", "timeelapsed" : "0:01:00", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "John called needed to register their GETAC under their new dealer code. Asked him to de-register then re-register." } , { "pk_session" : "t-72620", "eventdate" : "2023-02-07 09:37:26", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "63", "pk_support" : "22117", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support update ISPI Admin client and AIR Client", "priority" : "2", "status" : "closed", "location" : "Iron Horse Motorcycles-Motorcycle Shop", "ounum" : "", "agcode" : "38226", "nacode" : "", "canum" : "", "contact" : "James Farris", "phone" : "520-327-0773-15", "email" : "service@ironhorsemotorcycles.com", "mobile" : "", "created" : "2023-02-07 10:21:55", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-02-07 10:23:30", "agent" : "Stan Pascua", "issue" : "Update ISPI Admin client and AIR Client", "resolution" : "ISPI Admin client and AIR Client updated", "sessions" : [ { "pk_session" : "t-72621", "eventdate" : "2023-02-07 10:21:55", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63490", "eventdate" : "2023-02-07 10:22:30", "timeelapsed" : "0:00:34", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "received an email fro James device needs AIR Client updated." } , { "pk_session" : "c-63491", "eventdate" : "2023-02-07 10:23:17", "timeelapsed" : "0:01:20", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to both PCs updated the ISPI Admin Client and updated AIR Client on Shop PC" } , { "pk_session" : "t-72622", "eventdate" : "2023-02-07 10:23:19", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72623", "eventdate" : "2023-02-07 10:23:30", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "64", "pk_support" : "22118", "platform" : "BMW North America", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support IPS outdated", "priority" : "2", "status" : "closed", "location" : "RRMC Naples-Rolls Royce Center", "ounum" : "50650", "agcode" : "50650", "nacode" : "50650", "canum" : "", "contact" : "Taylor Reidel", "phone" : "239-280-5108", "email" : "treidel@jaguarnaples.com", "mobile" : "239-659-6751", "created" : "2023-02-07 13:48:00", "statusdate" : "2023-02-07 13:48:37", "statuscloseddate" : "2023-02-07 13:48:37", "updated" : "2023-02-07 13:49:27", "agent" : "Stan Pascua", "issue" : "IPS outdated", "resolution" : "IPS updated", "sessions" : [ { "pk_session" : "t-72624", "eventdate" : "2023-02-07 13:48:00", "timeelapsed" : "196", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72625", "eventdate" : "2023-02-07 13:48:06", "timeelapsed" : "-196", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Adjust time" } , { "pk_session" : "t-72626", "eventdate" : "2023-02-07 13:48:37", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63492", "eventdate" : "2023-02-07 13:49:13", "timeelapsed" : "0:00:35", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISPAHUB IPS and ISPI Admin client updated" } , { "pk_session" : "t-72627", "eventdate" : "2023-02-07 13:49:17", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72628", "eventdate" : "2023-02-07 13:49:27", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "65", "pk_support" : "22119", "platform" : "", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support shared storage not accessible", "priority" : "2", "status" : "closed", "location" : "International Auto Specialist-Repair Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Charlotte Willoughby", "phone" : "703-675-5610", "email" : "vocelli210@yahoo.com", "mobile" : "", "created" : "2023-02-07 16:50:54", "statusdate" : "2023-02-08 03:06:19", "statuscloseddate" : "2023-02-08 03:06:19", "updated" : "2023-02-08 03:06:19", "agent" : "Stan Pascua", "issue" : "Shared Storage not accessible", "resolution" : "Windows updates installed. SS was on Public network configured to Private. connectivity restored. ISTA updating on ISSS3", "sessions" : [ { "pk_session" : "t-72629", "eventdate" : "2023-02-07 16:50:54", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63493", "eventdate" : "2023-02-07 16:51:26", "timeelapsed" : "0:00:31", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Charlotte called Shared Storage not accessible from ISSS3" } , { "pk_session" : "c-63494", "eventdate" : "2023-02-07 16:52:49", "timeelapsed" : "0:01:54", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISSS3 Windows updates installed and configured to Private network ISPI Admin client updated. Started ISTA 4.39.3x install" } , { "pk_session" : "t-72630", "eventdate" : "2023-02-07 16:52:51", "timeelapsed" : "60", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72631", "eventdate" : "2023-02-07 16:53:04", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "66", "pk_support" : "22120", "platform" : "BMW North America", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support ISTA failed to update", "priority" : "2", "status" : "closed", "location" : "Valley Auto World Inc-Main Dealership", "ounum" : "0675201", "agcode" : "36752", "nacode" : "36752", "canum" : "", "contact" : "Mark Thibeault", "phone" : "888-264-3822", "email" : "mthibeault2valleyautoworldbmw.com", "mobile" : "", "created" : "2023-02-08 16:31:57", "statusdate" : "2023-05-30 12:49:18", "statuscloseddate" : "2023-05-30 12:49:18", "updated" : "2023-05-30 12:49:18", "agent" : "Stan Pascua", "issue" : "ISTA failed to update. Windows Password valleybmw TV Evan's 1532175799, Charle's 1432342413, Marlon 1532437263 and Nick's 1532344002", "resolution" : "Evan's PC updated, Charle's ISTA is updating, Marlon PC has a session open and Nick's need teamviewer password", "sessions" : [ { "pk_session" : "t-72632", "eventdate" : "2023-02-08 16:31:57", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63495", "eventdate" : "2023-02-08 16:32:46", "timeelapsed" : "0:00:47", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a email from Mark, he has 3 PCs ISTA failed to update." } , { "pk_session" : "c-63496", "eventdate" : "2023-02-08 16:35:06", "timeelapsed" : "0:03:07", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Evan's mapped the drive updated IRAP Client and ISTA 4.39.3x. Marlon's PC ISTA is updating., Marlon's PC ISTA session is open and Nick's PC need teamviewer password" } , { "pk_session" : "t-72633", "eventdate" : "2023-02-08 16:35:07", "timeelapsed" : "180", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72634", "eventdate" : "2023-02-08 16:35:22", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72635", "eventdate" : "2023-02-08 16:37:21", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "67", "pk_support" : "22121", "platform" : "BMW Motorrad USA", "topic" : "ISTA Launcher", "brief_description" : "ISTA Launcher won't update", "priority" : "2", "status" : "closed", "location" : "Frank's Motorcycle Sales & Service-Main Dealership", "ounum" : "", "agcode" : "08517", "nacode" : "", "canum" : "", "contact" : "Kamran Pelkey", "phone" : "802-878-3930", "email" : "kamran@franksmotorcyclesales.com", "mobile" : "", "created" : "2023-02-09 08:19:46", "statusdate" : "2023-02-16 10:36:19", "statuscloseddate" : "2023-02-16 10:36:19", "updated" : "2023-02-16 10:36:19", "agent" : "Joe Raymond", "issue" : "2 icons in SYSTRAY after update. ", "resolution" : "Deleted old icon and launched ISTA update.", "sessions" : [ { "pk_session" : "t-72636", "eventdate" : "2023-02-09 08:11:46", "timeelapsed" : "90", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ISTA launcher needed to update. Updated Launcher and started update on ISTA and Windows on shop system. Logged into storage system and started Windows updates and set for automatic reboot after hours." } , { "pk_session" : "c-63497", "eventdate" : "2023-02-09 08:20:12", "timeelapsed" : "0:00:24", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "Having issues with ISTA update on shop system." } ] } , { "number" : "68", "pk_support" : "22122", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "Keyreader not working", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Manhattan-Rolls Royce Center", "ounum" : "50563", "agcode" : "50563", "nacode" : "", "canum" : "", "contact" : "Ron Mahadeo", "phone" : "212.594.6200", "email" : "ron.mahadeo@manhattanmotorcars.com", "mobile" : "917.443.1756", "created" : "2023-02-09 14:18:52", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "ISPA Next not loading", "resolution" : "Need to re-install ispa next. Need IT dept for UAC Password", "sessions" : [ { "pk_session" : "t-72637", "eventdate" : "2023-02-09 14:18:52", "timeelapsed" : "21", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63498", "eventdate" : "2023-02-09 14:18:53", "timeelapsed" : "0:13:52", "sessiontype" : "phone", "personcontacting" : "Mark Watson", "eventcontent" : "Troubleshot the client pc. Keyreader is physically reading keys and the uploader is transferring the file as confirmed by inspecting KAI services on the server, but the ISPA Next program will not run on the client PC." } ] } , { "number" : "69", "pk_support" : "22123", "platform" : "BMW Motorrad USA", "topic" : "RDC Tool", "brief_description" : "Activate RDC Tool", "priority" : "2", "status" : "closed", "location" : "Gold Coast BMW Motorcycles of New Hyde Park-Main Dealership", "ounum" : "", "agcode" : "51835", "nacode" : "51835", "canum" : "", "contact" : "Jimmy Reda", "phone" : "516-352-7474", "email" : "jimmy@goldcoast-motorsports.com", "mobile" : "", "created" : "2023-02-10 09:13:08", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-02-10 09:15:16", "agent" : "Stan Pascua", "issue" : "Activate RDC Tool", "resolution" : "USB Tray Tool installed RDC tool activated and firmware updated", "sessions" : [ { "pk_session" : "t-72638", "eventdate" : "2023-02-10 09:13:08", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63499", "eventdate" : "2023-02-10 09:13:36", "timeelapsed" : "0:00:26", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call RDC tool needs to be activated" } , { "pk_session" : "c-63500", "eventdate" : "2023-02-10 09:15:04", "timeelapsed" : "0:01:54", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to shop PC installed USB Tray Tool RDC Tool activated and firmware updated" } , { "pk_session" : "t-72639", "eventdate" : "2023-02-10 09:15:05", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72640", "eventdate" : "2023-02-10 09:15:16", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "70", "pk_support" : "22124", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support ISTA failed to install", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Palm Bay-Main Dealership", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Phil Hamilton", "phone" : "386-562-4501", "email" : "", "mobile" : "217-502-2746", "created" : "2023-02-13 16:26:04", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-02-13 16:28:42", "agent" : "Stan Pascua", "issue" : "ISTA failed to install", "resolution" : "Updated ISTA Launcher and ISTA 4.39.31 installed", "sessions" : [ { "pk_session" : "t-72642", "eventdate" : "2023-02-13 16:26:04", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63501", "eventdate" : "2023-02-13 16:26:35", "timeelapsed" : "0:00:30", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call ISTA failed to install." } , { "pk_session" : "c-63502", "eventdate" : "2023-02-13 16:28:00", "timeelapsed" : "0:01:54", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to PC ISTA Launcher 1.27 was outdated. Updated ISTA Launcher to 1.39 and installed ISTA 4.39.3x" } , { "pk_session" : "t-72643", "eventdate" : "2023-02-13 16:28:02", "timeelapsed" : "1080", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ISTA install" } , { "pk_session" : "t-72644", "eventdate" : "2023-02-13 16:28:42", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "71", "pk_support" : "22125", "platform" : "BMW Motorrad USA", "topic" : "ISTA Upgrade", "brief_description" : "ISTA Update failing on GETAC", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Charlotte-Motorcycle Shop", "ounum" : "", "agcode" : "38331", "nacode" : "", "canum" : "", "contact" : "William Eubank", "phone" : "828-276-1370", "email" : "weubank@atlasdcs.com", "mobile" : "", "created" : "2023-02-14 10:37:12", "statusdate" : "2023-02-15 10:16:01", "statuscloseddate" : "2023-02-15 10:16:01", "updated" : "2023-02-15 10:16:01", "agent" : "Joe Raymond", "issue" : "Unknown. Database errors.", "resolution" : "Removed ISTA, rebooted system and reinstalled.", "sessions" : [ { "pk_session" : "t-72646", "eventdate" : "2023-02-14 09:37:12", "timeelapsed" : "480", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Tried a programming delete and reinstall and failed. Removed ISTA, rebooted system and then started a scratch installation. Not sure if it completed as I was working on another system and the machine disconnected from TeamViewer and has been offline for over 2 hours." } , { "pk_session" : "c-63504", "eventdate" : "2023-02-14 10:37:39", "timeelapsed" : "0:00:26", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "ISTA failing the update process. Database issues." } , { "pk_session" : "t-72647", "eventdate" : "2023-02-15 08:09:59", "timeelapsed" : "35", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Connected to iCOM and checked for firmware update, diagnosed bike." } , { "pk_session" : "t-72648", "eventdate" : "2023-02-15 10:16:01", "timeelapsed" : "969", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "72", "pk_support" : "22126", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "Installing keyreader on new PC need help", "priority" : "2", "status" : "closed", "location" : "Midwestern Auto Group-Midwestern BMW", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Nathan Spencer", "phone" : "919-619-9820", "email" : "nspencer@magcars.com", "mobile" : "919-619-9820", "created" : "2023-02-16 14:14:24", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "Blue HUF keyreader needs installing", "resolution" : "Instructed which file to copy to the client PC and then checked function. Keyreader now working and key read shows up in AWP.", "sessions" : [ { "pk_session" : "t-72650", "eventdate" : "2023-02-16 14:14:24", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "73", "pk_support" : "22127", "platform" : "BMW North America", "topic" : "ISTA Upgrade", "brief_description" : "ISTA will not update", "priority" : "2", "status" : "closed", "location" : "BMW of San Francisco-Motorcycle Shop", "ounum" : "", "agcode" : "21280", "nacode" : "", "canum" : "", "contact" : "Gerard Butler", "phone" : "", "email" : "", "mobile" : "", "created" : "2023-02-17 08:27:18", "statusdate" : "2023-03-06 10:41:26", "statuscloseddate" : "2023-03-06 10:41:26", "updated" : "2023-03-06 10:41:26", "agent" : "Joe Raymond", "issue" : "Not enough drive space and the database is corrupted.", "resolution" : "Removed application, cleared more disc space and reinstalled ISTA.", "sessions" : [ { "pk_session" : "t-72651", "eventdate" : "2023-02-15 08:27:18", "timeelapsed" : "540", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Removed ISTA Programming and ran Launcher to re-install. Failed after 9 hours." } , { "pk_session" : "t-72652", "eventdate" : "2023-02-16 08:29:38", "timeelapsed" : "480", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Worked on system to clear more drive space. Got it up to 760GB free and launched ISTA installation." } , { "pk_session" : "c-63505", "eventdate" : "2023-02-17 08:27:42", "timeelapsed" : "0:00:23", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "Having issues getting ISTA updated on a system." } , { "pk_session" : "t-72656", "eventdate" : "2023-02-17 08:31:28", "timeelapsed" : "60", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Update failed at database update. Says only 682GB disc space. Recommended they use the USB drive option." } ] } , { "number" : "74", "pk_support" : "22128", "platform" : "BMW North America", "topic" : "ISSS - Hardware issue", "brief_description" : "ISSS/NEXT started acting strangely and would shut down. HP replaced motherboard and power supply with no effect.", "priority" : "2", "status" : "closed", "location" : "MINI of El Paso-Main Dealership", "ounum" : "", "agcode" : "50075", "nacode" : "50075", "canum" : "", "contact" : "Christopher Guzman", "phone" : "915-808-4090", "email" : "", "mobile" : "", "created" : "2023-02-17 08:39:42", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Joe Raymond", "issue" : "Narrowed it down to bad RAM afdter going thru the log files.", "resolution" : "Replaced M.2 SSD and did an OOB installation. Installed all BMW software and then ran stress-test software for 24 hours. Passed all checks.", "sessions" : [ { "pk_session" : "t-72653", "eventdate" : "2023-02-13 08:03:42", "timeelapsed" : "480", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Removed and replaced M.2 SSD and started the OOB installation. Installed BMW applications and system locked up and rebooted. Studied Windows logs and found the memory error." } , { "pk_session" : "t-72654", "eventdate" : "2023-02-14 08:01:11", "timeelapsed" : "480", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Replaced RAM and finished BMW software installation. System stable, so started running stress test software for 24-48 hours." } , { "pk_session" : "c-63506", "eventdate" : "2023-02-17 08:41:44", "timeelapsed" : "0:02:00", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "Spoke to Jason Ladd (IT Director) about this ISSS and told him to send it to me for troubleshooting." } , { "pk_session" : "t-72655", "eventdate" : "2023-02-17 09:03:09", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "System ran with no errors. Shipping back to store." } ] } , { "number" : "75", "pk_support" : "22129", "platform" : "BMW North America", "topic" : "IMIBr2", "brief_description" : "IMIB MA outdated", "priority" : "2", "status" : "closed", "location" : "Peterson BMW of Boise-Main Dealership", "ounum" : "0632801", "agcode" : "96328", "nacode" : "11010", "canum" : "", "contact" : "Rafael Cuevas", "phone" : "208-378-5980", "email" : "rcuevas@petersonautoplex.com", "mobile" : "208-891-0791", "created" : "2023-02-20 11:53:21", "statusdate" : "2023-02-23 09:09:24", "statuscloseddate" : "2023-02-23 09:09:24", "updated" : "2023-02-23 09:09:24", "agent" : "Stan Pascua", "issue" : "IMIB MA outdated", "resolution" : "Provided instructions on how to update IMIB MA ", "sessions" : [ { "pk_session" : "t-72657", "eventdate" : "2023-02-20 11:53:21", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63507", "eventdate" : "2023-02-20 11:54:16", "timeelapsed" : "0:00:53", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "received an email IMIB MA outdated. Provided instructions on how to updated IMIB MA app" } , { "pk_session" : "c-63508", "eventdate" : "2023-02-20 11:54:57", "timeelapsed" : "0:01:35", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISPAHUB updated IPS and cleared 378 GB of old files" } , { "pk_session" : "t-72658", "eventdate" : "2023-02-20 11:54:59", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72659", "eventdate" : "2023-02-20 11:55:09", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "76", "pk_support" : "22130", "platform" : "BMW North America", "topic" : "IMIBr2", "brief_description" : "IMIBr2 update", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Manhattan-Rolls Royce Center", "ounum" : "50563", "agcode" : "50563", "nacode" : "", "canum" : "", "contact" : "Ron Mahadeo", "phone" : "212.594.6200", "email" : "ron.mahadeo@manhattanmotorcars.com", "mobile" : "917.443.1756", "created" : "2023-02-21 09:14:02", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-02-21 09:15:43", "agent" : "Stan Pascua", "issue" : "IMIBr2 update", "resolution" : "ISPI Admin Client uninstalled and re-installed and registered. Updated IMIB MA 10.30", "sessions" : [ { "pk_session" : "t-72660", "eventdate" : "2023-02-21 09:14:02", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63509", "eventdate" : "2023-02-21 09:14:37", "timeelapsed" : "0:00:34", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Ron called had issues updating their IMIBr2" } , { "pk_session" : "c-63510", "eventdate" : "2023-02-21 09:15:30", "timeelapsed" : "0:01:27", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to IMIBr2 ISPI Admin Client corrupt uninstalled and re-installed and registered. Updated IMIBr2 to 10.30" } , { "pk_session" : "t-72661", "eventdate" : "2023-02-21 09:15:32", "timeelapsed" : "40", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72662", "eventdate" : "2023-02-21 09:15:43", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "77", "pk_support" : "22131", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "keyreader not working", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Dave Stressman", "phone" : "856-786-8200", "email" : "dstressma@kerbeck.net", "mobile" : "267-234-4797", "created" : "2023-02-21 09:21:15", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-02-21 09:21:53", "agent" : "Mark Watson", "issue" : " KAI Check does not pass. KAI Services not running on HUB", "resolution" : "Started KAI services and checked function of keyreader. Working now.", "sessions" : [ { "pk_session" : "t-72663", "eventdate" : "2023-02-21 09:21:15", "timeelapsed" : "9", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72664", "eventdate" : "2023-02-21 09:21:53", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "78", "pk_support" : "22132", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support SS not accessible", "priority" : "2", "status" : "closed", "location" : "Iron Horse Motorcycles-Motorcycle Shop", "ounum" : "", "agcode" : "38226", "nacode" : "", "canum" : "", "contact" : "James Farris", "phone" : "520-327-0773-15", "email" : "service@ironhorsemotorcycles.com", "mobile" : "", "created" : "2023-02-21 16:49:47", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-02-21 16:51:01", "agent" : "Stan Pascua", "issue" : "SS not accessible", "resolution" : "Mapped shared drive updated ISPI Admin and AIR Client", "sessions" : [ { "pk_session" : "t-72665", "eventdate" : "2023-02-21 16:49:47", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63511", "eventdate" : "2023-02-21 16:50:13", "timeelapsed" : "0:00:25", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "received an email from James SS not accessible" } , { "pk_session" : "c-63512", "eventdate" : "2023-02-21 16:50:49", "timeelapsed" : "0:01:01", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to his PC mapped the shared drive updated ISPI Admin and AIR Client" } , { "pk_session" : "t-72666", "eventdate" : "2023-02-21 16:50:51", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72667", "eventdate" : "2023-02-21 16:51:01", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "79", "pk_support" : "22133", "platform" : "BMW North America", "topic" : "IMIBr2", "brief_description" : "IMIDr2 outdated", "priority" : "2", "status" : "closed", "location" : "Fields BMW of Daytona (FL)-Main Dealership", "ounum" : "2986701", "agcode" : "29867", "nacode" : "29867", "canum" : "", "contact" : "Mike Stepler", "phone" : "386-843-9240 ", "email" : "mike.stepler@fieldsbmw.com", "mobile" : "", "created" : "2023-02-22 12:08:25", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-02-22 12:10:43", "agent" : "Stan Pascua", "issue" : "IMIBr2 outdated", "resolution" : "IMIBr2MA app updated and ISPS updated. Windows updates installing on ISPAHUB", "sessions" : [ { "pk_session" : "t-72668", "eventdate" : "2023-02-22 12:08:25", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63513", "eventdate" : "2023-02-22 12:08:54", "timeelapsed" : "0:00:27", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call IMIBr2 MA is outdated." } , { "pk_session" : "c-63514", "eventdate" : "2023-02-22 12:10:12", "timeelapsed" : "0:01:45", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to PC TV 1679529245 updated IMIB MA to 10.30 and also updated IPS on ISPAHUB" } , { "pk_session" : "t-72669", "eventdate" : "2023-02-22 12:10:15", "timeelapsed" : "35", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72670", "eventdate" : "2023-02-22 12:10:24", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "80", "pk_support" : "22134", "platform" : "BMW Motorrad USA", "topic" : "ISTA/P", "brief_description" : "ISTA/P cannot detect a ICOM", "priority" : "2", "status" : "closed", "location" : "BMW of Denver-Motorcycle Shop", "ounum" : "", "agcode" : "21995", "nacode" : "", "canum" : "", "contact" : "Zachary Lund", "phone" : "", "email" : "bodkin872@gmail.com", "mobile" : "", "created" : "2023-02-23 15:45:01", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-02-23 15:47:48", "agent" : "Stan Pascua", "issue" : "ISTA/P cannot detect an ICOM", "resolution" : "Checked the ICOM configuration set to ISPI-NEXT and DHCP ISTA/P detects and connect", "sessions" : [ { "pk_session" : "t-72671", "eventdate" : "2023-02-23 15:45:01", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63515", "eventdate" : "2023-02-23 15:45:30", "timeelapsed" : "0:00:27", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call ISTA/P does not detect an ICOM" } , { "pk_session" : "c-63516", "eventdate" : "2023-02-23 15:47:04", "timeelapsed" : "0:02:01", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC opened ISTA connection manager and checked ICOM Configuration. Configured to ISPI-NEXT and DHCP. ISTA/P detected ICOM connected and read the vehicle" } , { "pk_session" : "t-72672", "eventdate" : "2023-02-23 15:47:17", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72673", "eventdate" : "2023-02-23 15:47:35", "timeelapsed" : "35", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } ] } , { "number" : "81", "pk_support" : "22135", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA failed to update.ISTA_DATA_DELTA 4.39.20 en-us PC is a G1", "priority" : "2", "status" : "closed", "location" : "South Sound BMW Motorcycles-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Keith Van Ellis", "phone" : "", "email" : "keith.e@sosocycles.com", "mobile" : "", "created" : "2023-02-24 12:22:21", "statusdate" : "2023-03-01 20:40:43", "statuscloseddate" : "2023-03-01 20:40:43", "updated" : "2023-03-01 20:41:44", "agent" : "Stan Pascua", "issue" : "ISTA failed to update", "resolution" : "Uninstalled ISTA and initiated ISTA install with external USB drive, ISTA 4.39.36 installed after more than 24 hours", "sessions" : [ { "pk_session" : "t-72674", "eventdate" : "2023-02-24 12:22:21", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63517", "eventdate" : "2023-02-24 12:22:59", "timeelapsed" : "0:00:37", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Keith called ISTA failed to update." } , { "pk_session" : "c-63518", "eventdate" : "2023-02-24 12:25:29", "timeelapsed" : "0:03:07", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to PC ISTA failed on DATA_DELTA-en-us 4.39.20. Ran checksum did not match. deleted the file and in the process of downloading. PC requires a restart Windows updates were installed. Disk space may cause failure only 482 GB free" } , { "pk_session" : "t-72675", "eventdate" : "2023-02-24 12:25:30", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72676", "eventdate" : "2023-02-24 12:26:00", "timeelapsed" : "4", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63519", "eventdate" : "2023-02-28 12:51:46", "timeelapsed" : "0:00:50", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC uninstalled iSTA connected a external USB HD. Initiated ISTA 4.39.3x install" } , { "pk_session" : "t-72677", "eventdate" : "2023-02-28 12:51:47", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72678", "eventdate" : "2023-02-28 12:52:25", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72687", "eventdate" : "2023-03-01 20:40:43", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72688", "eventdate" : "2023-03-01 20:40:47", "timeelapsed" : "1440", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ISTA install" } , { "pk_session" : "t-72689", "eventdate" : "2023-03-01 20:41:44", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "82", "pk_support" : "22136", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT support setup shared Storage device", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles Fort Lauderdale-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Tyler Jacques", "phone" : "954-581-6099", "email" : "tblaisejacques@gmail.com", "mobile" : "954-551-7823", "created" : "2023-02-28 19:21:49", "statusdate" : "2023-03-01 00:15:46", "statuscloseddate" : "2023-03-01 00:15:46", "updated" : "2023-03-01 00:15:46", "agent" : "Stan Pascua", "issue" : "2 HP G6 were purchased need to convert one to a Shared Storage device", "resolution" : "Configured the SS with a static IP address created the ISPINEXT/Download folder. configured ISPI Admin client as Download device. ISTA updated on shop PC.", "sessions" : [ { "pk_session" : "t-72679", "eventdate" : "2023-02-28 19:21:49", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63520", "eventdate" : "2023-02-28 19:22:31", "timeelapsed" : "0:00:41", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Tyler called received 2 HP G6 needs one as the Shared Storage device." } , { "pk_session" : "t-72680", "eventdate" : "2023-02-28 19:23:55", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72681", "eventdate" : "2023-02-28 19:24:06", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63521", "eventdate" : "2023-03-01 00:15:03", "timeelapsed" : "4:50:56", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Shared storage conversion complete. Updated ISTA on Shop PC" } , { "pk_session" : "t-72682", "eventdate" : "2023-03-01 00:15:29", "timeelapsed" : "240", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72683", "eventdate" : "2023-03-01 00:15:46", "timeelapsed" : "292", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "83", "pk_support" : "22137", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support SS not accessible", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Prescott Valley-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Jay Tucker", "phone" : "", "email" : "jtucker@yampowersports.com", "mobile" : "", "created" : "2023-03-01 09:52:53", "statusdate" : "2023-03-01 09:55:41", "statuscloseddate" : "2023-03-01 09:55:41", "updated" : "2023-03-01 09:55:41", "agent" : "Stan Pascua", "issue" : "SS not accessible", "resolution" : "SS was offline. Power system on SS accessible. Needed to submit a TSARA case walked Taylor through the procedure.", "sessions" : [ { "pk_session" : "t-72684", "eventdate" : "2023-03-01 09:52:53", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63522", "eventdate" : "2023-03-01 09:53:41", "timeelapsed" : "0:00:47", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a call from Taylor SS not accessible " } , { "pk_session" : "c-63523", "eventdate" : "2023-03-01 09:55:20", "timeelapsed" : "0:02:26", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "SS offline power system on SS accessible. Needed help submitting a TSARA case. Logged on to ISPI Sgate and submitted a TSARA case" } , { "pk_session" : "t-72685", "eventdate" : "2023-03-01 09:55:21", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72686", "eventdate" : "2023-03-01 09:55:41", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "84", "pk_support" : "22138", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "key readers not working", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars New England-Rolls Royce Center (Herb Chambers)", "ounum" : "50660", "agcode" : "50660", "nacode" : "", "canum" : "", "contact" : "Gary Richards", "phone" : "508-401-2700", "email" : "grichards@rrmc-newengland.com", "mobile" : "401-339-7475", "created" : "2023-03-02 08:14:26", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "tray app not running on PC1 and key reader program not running on PC2", "resolution" : "configured software on both machines and checked function key readers now working ", "sessions" : [ { "pk_session" : "t-72690", "eventdate" : "2023-03-02 08:14:26", "timeelapsed" : "21", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "85", "pk_support" : "22139", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "Key reader issue failed KAI check", "priority" : "2", "status" : "closed", "location" : "Rolls Royce Motor Cars Charlotte -Main Dealership", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Kevin Bennet", "phone" : "", "email" : "", "mobile" : "", "created" : "2023-03-02 13:48:35", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-03-02 13:49:58", "agent" : "Stan Pascua", "issue" : "KAI check failed", "resolution" : "Logged on to ISPAHUB started KAI services and updated IPS. KAI Check OK", "sessions" : [ { "pk_session" : "t-72691", "eventdate" : "2023-03-02 13:48:35", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63524", "eventdate" : "2023-03-02 13:49:02", "timeelapsed" : "0:00:26", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call KAI Check failed." } , { "pk_session" : "c-63525", "eventdate" : "2023-03-02 13:49:41", "timeelapsed" : "0:01:05", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISPAHUB started KAI services, updated IPS Checks OK" } , { "pk_session" : "t-72692", "eventdate" : "2023-03-02 13:49:43", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72693", "eventdate" : "2023-03-02 13:49:58", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "86", "pk_support" : "22140", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA update 4.39.31 taking too long", "priority" : "2", "status" : "closed", "location" : "Hap's Cycle Sales (Haps Cycle Sales)-Motorcycle Shop", "ounum" : "", "agcode" : "98150", "nacode" : "", "canum" : "", "contact" : "Michael Alonso", "phone" : "941-365-3443", "email" : "service@hapscycle.com", "mobile" : "941-447-5682", "created" : "2023-03-03 08:43:26", "statusdate" : "2023-03-03 11:01:01", "statuscloseddate" : "2023-03-03 11:01:01", "updated" : "2023-03-03 11:01:01", "agent" : "Stan Pascua", "issue" : "ISTA update taking too long. PC is a HP G1 free space 387 GB free", "resolution" : "recommend they wait if it does fail use the external HD method.", "sessions" : [ { "pk_session" : "t-72694", "eventdate" : "2023-03-03 08:43:26", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63526", "eventdate" : "2023-03-03 08:44:57", "timeelapsed" : "0:01:30", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call ISTA update taking a long time." } , { "pk_session" : "c-63527", "eventdate" : "2023-03-03 08:47:27", "timeelapsed" : "0:04:00", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC free disk space 387 GB free. Ran checksum on DATA Delta 4.39.31 file valid. recommend he wait it out or if it fails use the external USB instructions" } , { "pk_session" : "t-72695", "eventdate" : "2023-03-03 08:47:47", "timeelapsed" : "4", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "87", "pk_support" : "22141", "platform" : "BMW Motorrad USA", "topic" : "ICOM", "brief_description" : "ICOM shows reserved no session open", "priority" : "2", "status" : "closed", "location" : "Frank's Motorcycles Sales & Services-Motorcycle Shop", "ounum" : "", "agcode" : "28517", "nacode" : "", "canum" : "", "contact" : "Kamran Pelkey - Don't use", "phone" : "802-878-3930", "email" : "kamran@franksmotorcyclesales.com", "mobile" : "", "created" : "2023-03-03 10:54:09", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-03-03 10:55:44", "agent" : "Stan Pascua", "issue" : "ICOM show reserved without a session open", "resolution" : "Closed ISTA then opened ICOM show free", "sessions" : [ { "pk_session" : "t-72696", "eventdate" : "2023-03-03 10:54:09", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63528", "eventdate" : "2023-03-03 10:54:50", "timeelapsed" : "0:00:40", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a call ICOM shows reserved without a session opened" } , { "pk_session" : "c-63529", "eventdate" : "2023-03-03 10:55:42", "timeelapsed" : "0:01:32", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC closed ISTA then reopened ICOM Shows Free and was able to connect to a bike" } , { "pk_session" : "t-72697", "eventdate" : "2023-03-03 10:55:44", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "88", "pk_support" : "22142", "platform" : "BMW North America", "topic" : "ISTA/P", "brief_description" : "ISTA/P cannot program a 2010 rolls. OS Windows 11", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Quebec-Main Dealership", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Dennis Sutton", "phone" : "514-738-3030", "email" : "dennissutton@rolls-roycemotorcars-quebec.com", "mobile" : "", "created" : "2023-03-07 09:51:17", "statusdate" : "2023-03-11 09:13:46", "statuscloseddate" : "2023-03-11 09:13:46", "updated" : "2023-03-11 09:13:46", "agent" : "Stan Pascua", "issue" : "ISTA/P cannot program a 2010 rolls. ICOM configured ISPI", "resolution" : "ICOM configured to ISPI-NEXT able to read vehicle but never gets to detecting the module they replaced.. recommend they submit a Tsara case", "sessions" : [ { "pk_session" : "t-72700", "eventdate" : "2023-03-07 09:51:17", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63530", "eventdate" : "2023-03-07 09:52:01", "timeelapsed" : "0:00:44", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a call they cannot program a 2010 rolls" } , { "pk_session" : "c-63531", "eventdate" : "2023-03-07 09:54:50", "timeelapsed" : "0:03:32", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC checked the ICOM configuration set to ISPI reconfigured to ISPI-NEXT and DHCP. Able to connect read the vehicle but never detected the module they replaced. Recommend they submit a TSARA case. The other ICOM A2 bad cannot be detected tried to do a ICOM reset but could not accomplish the reset" } , { "pk_session" : "t-72701", "eventdate" : "2023-03-07 09:54:53", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72702", "eventdate" : "2023-03-07 09:55:07", "timeelapsed" : "4", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "89", "pk_support" : "22143", "platform" : "BMW North America", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support ISTA files 4.40 not downloaded", "priority" : "2", "status" : "closed", "location" : "Fields BMW of Daytona (FL)-Main Dealership", "ounum" : "2986701", "agcode" : "29867", "nacode" : "29867", "canum" : "", "contact" : "Bill Plank", "phone" : "", "email" : "bplank@fieldsbmw.com", "mobile" : "", "created" : "2023-03-07 10:23:17", "statusdate" : "2023-03-11 09:13:24", "statuscloseddate" : "2023-03-11 09:13:24", "updated" : "2023-03-11 09:13:29", "agent" : "Stan Pascua", "issue" : "ISPINEXT Support ISTA files not downloading", "resolution" : "Logged on to ISPAHUB initiated download files are in the queue", "sessions" : [ { "pk_session" : "t-72703", "eventdate" : "2023-03-07 10:23:17", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63532", "eventdate" : "2023-03-07 10:23:49", "timeelapsed" : "0:00:30", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call ISTA files not downloading" } , { "pk_session" : "c-63533", "eventdate" : "2023-03-07 10:24:36", "timeelapsed" : "0:01:17", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to the ISPAHUB initiated the downloads ISTA files are in the download queue" } , { "pk_session" : "t-72704", "eventdate" : "2023-03-07 10:24:37", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72705", "eventdate" : "2023-03-07 10:24:49", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "90", "pk_support" : "22144", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "keyreader not showing up in ISPA Next", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Northbrook-Rolls Royce Center", "ounum" : "50556", "agcode" : "50556", "nacode" : "", "canum" : "", "contact" : "Tom Payne", "phone" : "847.564.4090 x239", "email" : "tpayne@stevefoley.com", "mobile" : "224.619.2461", "created" : "2023-03-08 11:27:54", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "KAI Services not running on server", "resolution" : "Updated IPS application on server and started KAI services. Checked keyreader functionality.", "sessions" : [ { "pk_session" : "t-72706", "eventdate" : "2023-03-08 11:27:54", "timeelapsed" : "9", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "91", "pk_support" : "22145", "platform" : "BMW North America", "topic" : "ISTA software load", "brief_description" : "Fails update insufficient disk space.", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars New England-Rolls Royce Center (Herb Chambers)", "ounum" : "50660", "agcode" : "50660", "nacode" : "", "canum" : "", "contact" : "Gary Richards", "phone" : "508-401-2700", "email" : "grichards@rrmc-newengland.com", "mobile" : "401-339-7475", "created" : "2023-03-10 09:17:53", "statusdate" : "2023-06-07 10:12:53", "statuscloseddate" : "2023-06-07 10:12:53", "updated" : "2023-06-07 10:12:53", "agent" : "Joe Raymond", "issue" : "No files left to clear on drive.", "resolution" : "Sending external USB with files already loaded for an external drive installation of ISTA.", "sessions" : [ { "pk_session" : "t-72707", "eventdate" : "2023-03-08 10:17:53", "timeelapsed" : "240", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Set up external installation remotely and started the downloads." } , { "pk_session" : "t-72708", "eventdate" : "2023-03-09 09:22:48", "timeelapsed" : "120", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "System still downloading files. Something not right about this G4. Further investigation showed a bad #1 drive on their NAS. Tried a direct download from the NAS to the USB and it appears the USB drive is faulty." } , { "pk_session" : "t-72709", "eventdate" : "2023-03-10 08:27:30", "timeelapsed" : "240", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Using our external USB drive to update one of our pool ISID/NEXT's. Will ship it and a replacement NAS drive so they can continue this on Monday." } , { "pk_session" : "c-63534", "eventdate" : "2023-03-10 09:21:45", "timeelapsed" : "0:03:50", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "Called asking for help with update." } , { "pk_session" : "t-72729", "eventdate" : "2023-03-13 08:20:32", "timeelapsed" : "540", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Started ISTA installation using external drive. Failed installation overnight." } , { "pk_session" : "t-72731", "eventdate" : "2023-03-14 08:07:54", "timeelapsed" : "1528", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Removed ISTA from system, rebooted and started new installation of ISTA. @ +24 hours to do scratch install on a G4." } , { "pk_session" : "t-72733", "eventdate" : "2023-03-15 11:25:24", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Configuring and starting ISTA update on the Panasonic Toughbook ISID/NEXT." } ] } , { "number" : "92", "pk_support" : "22146", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA failed to update", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Austin-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Drew Cooper", "phone" : "", "email" : "acooper@ridenowaustin.com", "mobile" : "240-4917518", "created" : "2023-03-10 21:18:28", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-03-10 21:22:55", "agent" : "Stan Pascua", "issue" : "ISTA failed to update. Low disk space 340 GB.", "resolution" : "Uninstalled ISTA and used a external HD to install ISTA.", "sessions" : [ { "pk_session" : "t-72710", "eventdate" : "2023-03-10 21:18:28", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63535", "eventdate" : "2023-03-10 21:19:16", "timeelapsed" : "0:00:47", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Tony Miller called ISTA failed to update. Update failed" } , { "pk_session" : "c-63536", "eventdate" : "2023-03-10 21:22:05", "timeelapsed" : "0:03:35", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on the Shop PC checked free Disk space. It only had 340 GB free. Uninstalled ISTA installed updates. recommend he use the external USB method to install ISTA. Windows updates installed on SS and Shop PC. ISTA installed on the SS just in case the ISTA install failed on the shop PC." } , { "pk_session" : "t-72711", "eventdate" : "2023-03-10 21:22:22", "timeelapsed" : "900", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "troubleshoot and ISTA install" } , { "pk_session" : "t-72712", "eventdate" : "2023-03-10 21:22:55", "timeelapsed" : "4", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "93", "pk_support" : "22147", "platform" : "BMW Motorrad USA", "topic" : "ISPI Next Readiness - Survey Question", "brief_description" : "ISPINEXT Support SS not accessible and ISTA failed to open", "priority" : "2", "status" : "closed", "location" : "Cross Country BMW Motorcycles of Hasbrouck Heights-Motorcycle Dealership", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Joe Trim", "phone" : "", "email" : "joe@ccbmw.com", "mobile" : "908-304-5745", "created" : "2023-03-11 09:18:22", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-03-11 09:20:37", "agent" : "Stan Pascua", "issue" : "ISTA failed to open and SS not accessible", "resolution" : "Uninstalled ISPI Admin Client and re-installed registered configured SS accessible and ISTA opens. Initiated ISTA update", "sessions" : [ { "pk_session" : "t-72713", "eventdate" : "2023-03-11 09:18:22", "timeelapsed" : "4", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63537", "eventdate" : "2023-03-11 09:18:56", "timeelapsed" : "0:00:33", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Bob called ISTA failed to open and SS not accessible" } , { "pk_session" : "c-63538", "eventdate" : "2023-03-11 09:20:24", "timeelapsed" : "0:02:01", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC ISPI Admin client corrupt. Uninstalled and re-installed registered and configured. ISTA opens and SS is now accessible. Initiated ISTA 4.40.20 update" } , { "pk_session" : "t-72714", "eventdate" : "2023-03-11 09:20:26", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72715", "eventdate" : "2023-03-11 09:20:37", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "94", "pk_support" : "22148", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA update database not compatible", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Ryan BMW Tech", "phone" : "", "email" : "", "mobile" : "571-447-3431", "created" : "2023-03-11 12:40:49", "statusdate" : "2023-03-14 08:39:03", "statuscloseddate" : "2023-03-14 08:39:03", "updated" : "2023-03-14 08:39:03", "agent" : "Stan Pascua", "issue" : "ISTA database not compatible", "resolution" : "running repair on ISTA", "sessions" : [ { "pk_session" : "t-72716", "eventdate" : "2023-03-11 12:40:49", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63539", "eventdate" : "2023-03-11 12:41:28", "timeelapsed" : "0:00:38", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a text from Ryan ISTA database not compatible" } , { "pk_session" : "c-63540", "eventdate" : "2023-03-11 12:41:59", "timeelapsed" : "0:01:10", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC running repair on ISTA " } , { "pk_session" : "t-72717", "eventdate" : "2023-03-11 12:42:01", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "troubleshoot and ISTA install" } , { "pk_session" : "t-72718", "eventdate" : "2023-03-11 12:42:16", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "95", "pk_support" : "22149", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA database not compatible", "priority" : "2", "status" : "closed", "location" : "Dennis Dillion Power Sports (Big Twin BMW)-Motorcycle Shop", "ounum" : "", "agcode" : "47692", "nacode" : "", "canum" : "", "contact" : "Ethan Cranshaw", "phone" : "208-343-2830", "email" : "", "mobile" : "808-675-6523", "created" : "2023-03-13 10:42:40", "statusdate" : "2023-03-14 08:25:01", "statuscloseddate" : "2023-03-14 08:25:01", "updated" : "2023-03-14 08:25:01", "agent" : "Stan Pascua", "issue" : "ISTA database not compatible", "resolution" : "Uninstalled ISTA and initiated ISTA install. ISTA 4.40.20 installed", "sessions" : [ { "pk_session" : "t-72719", "eventdate" : "2023-03-13 10:42:40", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63541", "eventdate" : "2023-03-13 10:43:04", "timeelapsed" : "0:00:23", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call ISTA database error" } , { "pk_session" : "c-63542", "eventdate" : "2023-03-13 10:44:05", "timeelapsed" : "0:01:24", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC uninstalled ISTA then initiate ISTA install. AIR Client updated" } , { "pk_session" : "t-72720", "eventdate" : "2023-03-13 10:44:08", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72721", "eventdate" : "2023-03-13 10:44:23", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72725", "eventdate" : "2023-03-14 08:25:01", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "96", "pk_support" : "22150", "platform" : "", "topic" : "ISTA", "brief_description" : "ISTA failed to update. low disk space", "priority" : "2", "status" : "closed", "location" : "International Auto Specialist-Repair Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Charlotte Willoughby", "phone" : "703-675-5610", "email" : "vocelli210@yahoo.com", "mobile" : "", "created" : "2023-03-13 22:02:54", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-03-13 22:04:46", "agent" : "Stan Pascua", "issue" : "ISTA failed to update low disk space", "resolution" : "Uninstalled ISTA then installed ISTA", "sessions" : [ { "pk_session" : "t-72722", "eventdate" : "2023-03-13 22:02:54", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63543", "eventdate" : "2023-03-13 22:03:22", "timeelapsed" : "0:00:27", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Charlotte called ISTA failed to update" } , { "pk_session" : "c-63544", "eventdate" : "2023-03-13 22:04:24", "timeelapsed" : "0:01:29", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISSSNEXT4 only 370 GB Free. Uninstalled ISTA then initiated ISTA install." } , { "pk_session" : "t-72723", "eventdate" : "2023-03-13 22:04:25", "timeelapsed" : "240", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ISTA install" } , { "pk_session" : "t-72724", "eventdate" : "2023-03-13 22:04:46", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "97", "pk_support" : "22151", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA update", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "John Newsome", "phone" : "", "email" : "john.s.newsome@gmail.com", "mobile" : "678-637-3474", "created" : "2023-03-14 09:46:11", "statusdate" : "2023-03-14 14:02:37", "statuscloseddate" : "2023-03-14 14:02:37", "updated" : "2023-03-14 14:02:37", "agent" : "Stan Pascua", "issue" : "ISTA update", "resolution" : "ISTA update initiated", "sessions" : [ { "pk_session" : "t-72726", "eventdate" : "2023-03-14 09:46:11", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63545", "eventdate" : "2023-03-14 09:46:39", "timeelapsed" : "0:00:26", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "John called ISTA update" } , { "pk_session" : "c-63546", "eventdate" : "2023-03-14 09:47:09", "timeelapsed" : "0:00:56", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC ISTA update initiated" } , { "pk_session" : "t-72727", "eventdate" : "2023-03-14 09:47:11", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72728", "eventdate" : "2023-03-14 09:47:27", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "98", "pk_support" : "22152", "platform" : "BMW North America", "topic" : "ISPA HUB DRIVE FAILURE", "brief_description" : "System will not boot after power failure.", "priority" : "2", "status" : "closed", "location" : "Keeler BMW-Main Dealership", "ounum" : "0640501", "agcode" : "56405", "nacode" : "51200", "canum" : "", "contact" : "Seth Trowbridge", "phone" : "", "email" : "seth@keeler.com", "mobile" : "518-331-5734", "created" : "2023-03-15 08:55:38", "statusdate" : "2023-06-07 10:14:28", "statuscloseddate" : "2023-06-07 10:14:28", "updated" : "2023-06-07 10:14:28", "agent" : "Joe Raymond", "issue" : "Primary drive dead.", "resolution" : "Recovered data from drive, rebuilt system with 2 new hard drives. Configured BMW software and migrated data from original drives. Health checks all passed.", "sessions" : [ { "pk_session" : "t-72754", "eventdate" : "2023-03-12 08:37:24", "timeelapsed" : "360", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Completed build, migration of data from original drives completed. Passes all checks in Admin Client. Deregistered and shut down for shipping." } , { "pk_session" : "t-72730", "eventdate" : "2023-03-14 09:55:38", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshooting issue. Can't get it to boot off secondary drive. Went thru procedure of setting a shop machine to the .9 address installing IPS & KAI on a shop machine. Shipping the hub to me for recovery/rebuild." } , { "pk_session" : "c-63547", "eventdate" : "2023-03-15 08:56:15", "timeelapsed" : "0:00:36", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "System won't boot after power failure." } , { "pk_session" : "t-72753", "eventdate" : "2023-03-20 08:05:53", "timeelapsed" : "480", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Recovery of IPS & KAI data, began rebuild of hub with new drives." } , { "pk_session" : "t-72755", "eventdate" : "2023-03-22 09:09:01", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Packed up, shipping done and ready to go." } , { "pk_session" : "t-72756", "eventdate" : "2023-06-03 09:11:20", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Called about server issues again. Primary drive disappeared. Came back up and set the machine to mirror the drives." } , { "pk_session" : "t-73051", "eventdate" : "2023-06-07 10:14:28", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "99", "pk_support" : "22153", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "keyreads not showing up in AWP", "priority" : "2", "status" : "closed", "location" : "BMW of South Albany (was Capital Cities Imported Cars)-Main Dealership", "ounum" : "0656301", "agcode" : "43383", "nacode" : "43383", "canum" : "", "contact" : "Seth Fisher", "phone" : "", "email" : "sfisher@audialbany.com", "mobile" : "", "created" : "2023-03-15 09:04:00", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "No problems found. Need some training on AWP, and the AWP interface needs improvement", "resolution" : "Went to AWP and instructed how to arrange columns to find key reads by time and date, and also how to use the refresh button to have the application query the server for the keypool. Keyreaders working as usual.", "sessions" : [ { "pk_session" : "t-72732", "eventdate" : "2023-03-15 09:04:00", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "100", "pk_support" : "22154", "platform" : "BMW Motorrad USA", "topic" : "RDC Tool", "brief_description" : "RDC Tool Firmware update", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of North Dallas-Motorcycle Shop", "ounum" : "", "agcode" : "10690", "nacode" : "", "canum" : "", "contact" : "Brien Mehler", "phone" : "(972) 881-0774", "email" : "brien@bmwmotocyclesdallas.com", "mobile" : "972-467-4688", "created" : "2023-03-15 12:29:26", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-03-15 12:30:54", "agent" : "Stan Pascua", "issue" : "RDC Tool firmware update", "resolution" : "Updated USB Tray tool then updated Firmware on RDC Tool", "sessions" : [ { "pk_session" : "t-72734", "eventdate" : "2023-03-15 12:29:26", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63548", "eventdate" : "2023-03-15 12:29:58", "timeelapsed" : "0:00:31", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Brien called needs to update Firmware on RDC Tool" } , { "pk_session" : "c-63549", "eventdate" : "2023-03-15 12:30:39", "timeelapsed" : "0:01:12", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logge don to Shop PC updated the USB Tray Toll then updated Firmware on RDC Tool" } , { "pk_session" : "t-72735", "eventdate" : "2023-03-15 12:30:41", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72736", "eventdate" : "2023-03-15 12:30:54", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "101", "pk_support" : "22155", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA failed to update", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Nashville-Motorcycle Shop", "ounum" : "", "agcode" : "51337", "nacode" : "", "canum" : "", "contact" : "Shaun Robbins", "phone" : "", "email" : " shaun@bmwmcnashville.com", "mobile" : "239-777-7605", "created" : "2023-03-16 11:21:31", "statusdate" : "2023-03-16 21:21:13", "statuscloseddate" : "2023-03-16 21:21:13", "updated" : "2023-03-16 21:21:13", "agent" : "Stan Pascua", "issue" : "ISTA failed to update", "resolution" : "Windows updates installed on both PCs configured to Private network. Initiated ISTA 4.40.20 update. ISTA 4.40.20 installed", "sessions" : [ { "pk_session" : "t-72737", "eventdate" : "2023-03-16 11:21:31", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63550", "eventdate" : "2023-03-16 11:21:57", "timeelapsed" : "0:00:24", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call ISTA failed to update" } , { "pk_session" : "c-63551", "eventdate" : "2023-03-16 11:23:07", "timeelapsed" : "0:01:35", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to both PCs devices needed reboot after Windows updates installed. configured both PCs to Private network and initiated ISTA 4.40.20 update" } , { "pk_session" : "t-72738", "eventdate" : "2023-03-16 11:23:08", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72739", "eventdate" : "2023-03-16 11:23:23", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63554", "eventdate" : "2023-03-16 21:18:24", "timeelapsed" : "0:00:46", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "ISTA 4.40.20 installed" } , { "pk_session" : "t-72743", "eventdate" : "2023-03-16 21:18:51", "timeelapsed" : "480", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "troubleshoot and ISTA install" } , { "pk_session" : "t-72744", "eventdate" : "2023-03-16 21:21:13", "timeelapsed" : "4", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "102", "pk_support" : "22156", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA 4.40.20 update failed", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Indianapolis-Motorcycle Shop", "ounum" : "", "agcode" : "48807", "nacode" : "", "canum" : "", "contact" : "Nick Kirk", "phone" : "317-803-2432", "email" : "nkirk@falconeps.com", "mobile" : "317-250-6248", "created" : "2023-03-16 15:29:56", "statusdate" : "2023-03-22 09:00:42", "statuscloseddate" : "2023-03-22 09:00:42", "updated" : "2023-03-22 09:00:42", "agent" : "Stan Pascua", "issue" : "ISTA 4.40.20 update failed. TV 165660471/Ap!H3lpD35k", "resolution" : "Initiated ISTA 4.40 diagnostic then once complete will install Programming. recommend they submit a ticket", "sessions" : [ { "pk_session" : "t-72740", "eventdate" : "2023-03-16 15:29:56", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63552", "eventdate" : "2023-03-16 15:31:33", "timeelapsed" : "0:01:36", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Mike Humphrey 463-2678431 called ISTA 4.40.20 update failed" } , { "pk_session" : "c-63553", "eventdate" : "2023-03-16 15:33:27", "timeelapsed" : "0:03:30", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC checked validity of DATA-DELTA 4.40.20 istapackage Checksum OK. Initiated ISTA update diagnostic software and once complete will install Programming software." } , { "pk_session" : "t-72741", "eventdate" : "2023-03-16 15:33:29", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72742", "eventdate" : "2023-03-16 15:33:56", "timeelapsed" : "4", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63555", "eventdate" : "2023-03-16 21:23:13", "timeelapsed" : "0:01:50", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "ISTA 4.40.20 install Failed. DATA_DELTA _4.40.20 file failed. Checksum ran on file it's valid. Has enough Disk Space and Windows updates are current. ran Check disk no errors noted" } , { "pk_session" : "t-72745", "eventdate" : "2023-03-16 21:23:36", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "103", "pk_support" : "22157", "platform" : "BMW North America", "topic" : "KAI", "brief_description" : "KAI failed check", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Dallas/Park Place Premiere-Rolls Royce Center", "ounum" : "50548", "agcode" : "50548", "nacode" : "", "canum" : "", "contact" : "Dan Le", "phone" : "817-416-3318", "email" : "dan_le@ParkPlaceTexas.com", "mobile" : "", "created" : "2023-03-17 14:20:21", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-03-17 14:21:36", "agent" : "Stan Pascua", "issue" : "KAI Check failed", "resolution" : "Started KAI service KAI Check OK", "sessions" : [ { "pk_session" : "t-72746", "eventdate" : "2023-03-17 14:20:21", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63556", "eventdate" : "2023-03-17 14:20:53", "timeelapsed" : "0:00:31", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call KAI Check failed" } , { "pk_session" : "c-63557", "eventdate" : "2023-03-17 14:21:25", "timeelapsed" : "0:01:03", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISPAHUB started KAI services. KAI check OK" } , { "pk_session" : "t-72747", "eventdate" : "2023-03-17 14:21:26", "timeelapsed" : "5", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72748", "eventdate" : "2023-03-17 14:21:36", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "104", "pk_support" : "22158", "platform" : "BMW Motorrad USA", "topic" : "ISPI/NEXT TOOLS BUILD", "brief_description" : "G1 ISSS tanked during programming session. Bike is bricked.", "priority" : "2", "status" : "closed", "location" : "BMW MC of San Antonio-Motorcycle Shop", "ounum" : "", "agcode" : "51911", "nacode" : "", "canum" : "", "contact" : "Adolph (Hal) Hebert", "phone" : "", "email" : "hal@bmwmcsat.com", "mobile" : "210-236-2755", "created" : "2023-03-20 09:08:31", "statusdate" : "2023-06-07 10:12:31", "statuscloseddate" : "2023-06-07 10:12:31", "updated" : "2023-06-07 10:12:31", "agent" : "Joe Raymond", "issue" : "System intermittently works. System is ancient, needs replaced.", "resolution" : "Configure new G6 for store.", "sessions" : [ { "pk_session" : "t-72749", "eventdate" : "2023-03-17 14:08:31", "timeelapsed" : "360", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Configured new G6 for ISSS. Windows updates, installation of BMW tools." } , { "pk_session" : "t-72750", "eventdate" : "2023-03-18 10:11:00", "timeelapsed" : "240", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Drove system down to store. Installed and waited for bike programming to complete." } , { "pk_session" : "t-72751", "eventdate" : "2023-03-20 08:12:35", "timeelapsed" : "60", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Repaired iCOM NIC socket, modified case for clamp. Tested iCOM." } , { "pk_session" : "c-63558", "eventdate" : "2023-03-20 09:09:30", "timeelapsed" : "0:00:57", "sessiontype" : "email", "personcontacting" : "Joe Raymond", "eventcontent" : "G1 ISSS is intermittently working. Needs replaced. GM authorized replacement of the unit." } ] } , { "number" : "105", "pk_support" : "22159", "platform" : "BMW North America", "topic" : "NAS", "brief_description" : "Lost connectivity to NAS. Fails ISPI Admin Client Health Check.", "priority" : "2", "status" : "closed", "location" : "Peter Pan BMW-San Mateo Location", "ounum" : "", "agcode" : "36151", "nacode" : "32652", "canum" : "", "contact" : "Jeff Brown", "phone" : "408-497-9228", "email" : "jeff.brown@penskeautomotive.com", "mobile" : "", "created" : "2023-03-21 18:06:55", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Joe Raymond", "issue" : "Drives full, 1GB free space.", "resolution" : "Cleared space by purging the Network Recycle Bin and eliminating it, then deleting some of the older NAV folders from 2014/2015 and rebooted NAS. Can connect via Admin Client now and purged 1.47TB of old files.", "sessions" : [ { "pk_session" : "t-72752", "eventdate" : "2023-03-21 17:06:55", "timeelapsed" : "65", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Cleared space by purging the Network Recycle Bin and eliminating it, then deleting some of the older NAV folders from 2014/2015 and rebooted NAS. Can connect via Admin Client now and purged 1.47TB of old files. Passes Health Checks and system can access the shared drive now. Recommended they order new equipment. This site wasn't included in the CPV tools upgrade and have been in place since 09/2014" } ] } , { "number" : "106", "pk_support" : "22160", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA missing files and the device they're trying to install ISTA only has 500 GB HD and 205 GB Free does not meet ISPI Specs", "priority" : "2", "status" : "closed", "location" : "FFUN Motorsports-Motorcycle Dealership", "ounum" : "", "agcode" : "32619", "nacode" : "32619", "canum" : "", "contact" : "BMW Tech", "phone" : "", "email" : "", "mobile" : "", "created" : "2023-03-22 10:36:33", "statusdate" : "2023-05-30 12:48:53", "statuscloseddate" : "2023-05-30 12:48:53", "updated" : "2023-05-30 12:48:53", "agent" : "Stan Pascua", "issue" : "ISTA failed to install", "resolution" : "Shop PC needs the HD upgrade to a TB drive. the missing file were in the Download queue", "sessions" : [ { "pk_session" : "t-72757", "eventdate" : "2023-03-22 10:36:33", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63559", "eventdate" : "2023-03-22 10:37:12", "timeelapsed" : "0:00:37", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "received an email from Steve ISTA failed to install missing files." } , { "pk_session" : "c-63560", "eventdate" : "2023-03-22 10:38:38", "timeelapsed" : "0:02:03", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to device only has a 500 GB HD does not meet ISPI Specs. " } , { "pk_session" : "t-72758", "eventdate" : "2023-03-22 11:16:30", "timeelapsed" : "40", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "107", "pk_support" : "22161", "platform" : "BMW North America", "topic" : "NAS Migration", "brief_description" : "NAS migration never done", "priority" : "2", "status" : "closed", "location" : "Wyoming Valley BMW (Wyoming Valley Motors)-Main Dealership", "ounum" : "0646301", "agcode" : "44721", "nacode" : "44721", "canum" : "", "contact" : "Marty McCann", "phone" : "570-287-1133 or 570-332-8091", "email" : "Mmccann@naleton.com", "mobile" : "570.714.6520", "created" : "2023-03-22 11:18:06", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-03-22 11:19:08", "agent" : "Stan Pascua", "issue" : "NAS migration never done", "resolution" : "Instructions sent on NAS replacement", "sessions" : [ { "pk_session" : "t-72759", "eventdate" : "2023-03-22 11:18:06", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63561", "eventdate" : "2023-03-22 11:18:56", "timeelapsed" : "0:00:49", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "received an email from Marty needs NAS replacement instruction. emailed the instructions" } , { "pk_session" : "t-72760", "eventdate" : "2023-03-22 11:18:58", "timeelapsed" : "5", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72761", "eventdate" : "2023-03-22 11:19:08", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "108", "pk_support" : "22162", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support SS not accessible", "priority" : "2", "status" : "closed", "location" : "Gateway BMW Motorcycles-Motorcycle Shop", "ounum" : "", "agcode" : "31453", "nacode" : "31453", "canum" : "", "contact" : "Ryan Manley", "phone" : "314-427-9090", "email" : "sirmanley@gatewaybmw.com", "mobile" : "", "created" : "2023-03-23 10:08:10", "statusdate" : "2023-03-23 10:10:19", "statuscloseddate" : "2023-03-23 10:10:19", "updated" : "2023-03-23 10:10:19", "agent" : "Stan Pascua", "issue" : "SS not accessible", "resolution" : "ISPI Admin corrupt. Uninstalled re-installed registered and configured. SS accessible. ISTA files are in the Download queue", "sessions" : [ { "pk_session" : "t-72762", "eventdate" : "2023-03-23 10:08:10", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63562", "eventdate" : "2023-03-23 10:08:44", "timeelapsed" : "0:00:32", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Zack called SS not accessible" } , { "pk_session" : "c-63563", "eventdate" : "2023-03-23 10:10:05", "timeelapsed" : "0:01:53", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS ISPI Admin Client corrupt. Uninstalled and re-installed ISPI Admin client registered can configured SS accessible. ISTA files are in the Download queue" } , { "pk_session" : "t-72763", "eventdate" : "2023-03-23 10:10:09", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72764", "eventdate" : "2023-03-23 10:10:19", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "109", "pk_support" : "22163", "platform" : "BMW North America", "topic" : "KAI", "brief_description" : "KAI check failed", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Manhattan-Rolls Royce Center", "ounum" : "50563", "agcode" : "50563", "nacode" : "", "canum" : "", "contact" : "Ron Mahadeo", "phone" : "212.594.6200", "email" : "ron.mahadeo@manhattanmotorcars.com", "mobile" : "917.443.1756", "created" : "2023-03-28 12:46:35", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-03-28 12:47:39", "agent" : "Stan Pascua", "issue" : "KAI Check failed", "resolution" : "Started KAI services KAI Check OK", "sessions" : [ { "pk_session" : "t-72765", "eventdate" : "2023-03-28 12:46:35", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63564", "eventdate" : "2023-03-28 12:46:59", "timeelapsed" : "0:00:22", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Ron called KAI Check Failed." } , { "pk_session" : "c-63565", "eventdate" : "2023-03-28 12:47:34", "timeelapsed" : "0:00:58", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISPAHUB started KAI services KAI Check OK" } , { "pk_session" : "t-72766", "eventdate" : "2023-03-28 12:47:39", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "110", "pk_support" : "22164", "platform" : "BMW North America", "topic" : "LAN Cable", "brief_description" : "LAN cable defective needs part number", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Curtis Duck", "phone" : "806.584.7718", "email" : "ced@autoinc-usa.com", "mobile" : "", "created" : "2023-03-31 09:55:47", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-03-31 09:56:57", "agent" : "Stan Pascua", "issue" : "LAN cable defective Provided LAN cable part number 81 38 2 201 928", "resolution" : "LAN Cable part number 81 38 2 201 928", "sessions" : [ { "pk_session" : "t-72768", "eventdate" : "2023-03-31 09:55:47", "timeelapsed" : "5", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63566", "eventdate" : "2023-03-31 09:56:55", "timeelapsed" : "0:01:06", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Curtis called needed LAN Cable part number. LAN Cable part number 81 38 2 201 928" } , { "pk_session" : "t-72769", "eventdate" : "2023-03-31 09:56:57", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "111", "pk_support" : "22165", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA update", "priority" : "2", "status" : "closed", "location" : "Bob's BMW (Bobs BMW)-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Karen Sue", "phone" : "301-497-8949 ", "email" : "karensue@bobsbmw.com", "mobile" : "443-745-4920", "created" : "2023-03-31 13:34:01", "statusdate" : "2023-04-01 06:05:08", "statuscloseddate" : "2023-04-01 06:05:08", "updated" : "2023-04-01 06:05:08", "agent" : "Stan Pascua", "issue" : "ISTA update", "resolution" : "ISTA 4.40.40 is in the download queue. ISTA 4.40.40 installed", "sessions" : [ { "pk_session" : "t-72770", "eventdate" : "2023-03-31 13:34:01", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63567", "eventdate" : "2023-03-31 13:34:31", "timeelapsed" : "0:00:29", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Karen called ISTA not updating" } , { "pk_session" : "c-63568", "eventdate" : "2023-03-31 13:35:39", "timeelapsed" : "0:01:37", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS Windows updates were installed rebooted but never logged on. Logged on opened ISPI Admin client and checked the Downloads. Files are in the Download queue" } , { "pk_session" : "t-72771", "eventdate" : "2023-03-31 13:35:45", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72772", "eventdate" : "2023-03-31 13:36:00", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72773", "eventdate" : "2023-03-31 13:58:45", "timeelapsed" : "23", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "112", "pk_support" : "22166", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA failed on DATA_DELTA 4.40.20 en_GB", "priority" : "2", "status" : "closed", "location" : "European Motorcycles of Pittsburgh-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Justin Norfolk", "phone" : "412-376-2300", "email" : "justin@bmwpgh.com", "mobile" : "", "created" : "2023-03-31 14:35:59", "statusdate" : "2023-04-03 06:57:54", "statuscloseddate" : "2023-04-03 06:57:54", "updated" : "2023-04-03 06:57:54", "agent" : "Stan Pascua", "issue" : "ISTA update failed", "resolution" : "Ran checksum on file that failed. Checksum shows file OK. Uninstalled ISTA and started ISTA install", "sessions" : [ { "pk_session" : "t-72774", "eventdate" : "2023-03-31 14:35:59", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63569", "eventdate" : "2023-03-31 14:36:27", "timeelapsed" : "0:00:27", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Justin called ISTA update failed." } , { "pk_session" : "c-63570", "eventdate" : "2023-03-31 14:37:30", "timeelapsed" : "0:01:30", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC check the failed file with the checksum tool. Checksum OK. Uninstalled ISTA then initiated ISTA install" } , { "pk_session" : "t-72775", "eventdate" : "2023-03-31 14:37:31", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72776", "eventdate" : "2023-03-31 14:37:42", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "113", "pk_support" : "22167", "platform" : "BMW Motorrad USA", "topic" : "ISPI Admin Client", "brief_description" : "ISPI Admin Client failed to open WMI error", "priority" : "2", "status" : "closed", "location" : "Winner Motorcycles (was BMW Motorcycles of Las Vegas)-Motorcycle Shop", "ounum" : "", "agcode" : "44819", "nacode" : "44819", "canum" : "", "contact" : "Roberto Miller", "phone" : "702-454-6269", "email" : "rmiller@eurocyclegrou.com", "mobile" : "", "created" : "2023-03-31 15:06:55", "statusdate" : "2023-05-30 12:48:13", "statuscloseddate" : "2023-05-30 12:48:13", "updated" : "2023-05-30 12:48:13", "agent" : "Stan Pascua", "issue" : "ISPI Admin Client failed to open corrupt database ICS0006repositort corrupt see Compass 31091.3", "resolution" : "", "sessions" : [ { "pk_session" : "t-72777", "eventdate" : "2023-03-31 15:06:55", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63571", "eventdate" : "2023-03-31 15:09:06", "timeelapsed" : "0:02:09", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Updated Shop PC and checked on the SS. ISPI Admin client failed to open WMI database error ICS0006. Need local IT to resolve issue." } , { "pk_session" : "t-72778", "eventdate" : "2023-03-31 15:09:15", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72779", "eventdate" : "2023-03-31 15:09:20", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72780", "eventdate" : "2023-04-02 16:22:29", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "114", "pk_support" : "22168", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "keyreader not working after windows update", "priority" : "2", "status" : "closed", "location" : "BMW of Albany-Main Dealership", "ounum" : "2672601", "agcode" : "26726", "nacode" : "26726", "canum" : "", "contact" : "Eddie MacDonald", "phone" : "229-344-3346", "email" : "emacdonald@albanymotorcars.com", "mobile" : "", "created" : "2023-04-04 08:31:50", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "admin client was not running and would not run. Machine deregistered. ", "resolution" : "reinstalled admin client. reinstalled uploader. checked functionality. Keys reading normally now", "sessions" : [ { "pk_session" : "t-72781", "eventdate" : "2023-04-04 08:31:50", "timeelapsed" : "34", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "115", "pk_support" : "22169", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "G2 SSS machine can not see ICOM after internet issues.", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of New Orleans-Main Dealership", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Maxwell Materne", "phone" : "(504) 595-6776", "email" : "mmaterne@ttrno.com", "mobile" : "", "created" : "2023-04-04 14:11:00", "statusdate" : "2023-04-04 14:17:25", "statuscloseddate" : "2023-04-04 14:17:25", "updated" : "2023-04-11 20:31:26", "agent" : "Robert Oteri", "issue" : "Internal network issues not allowing IPv4 traffic.", "resolution" : "Advised Drew to contact their network/internet provider to fix the issue.", "sessions" : [ { "pk_session" : "t-72782", "eventdate" : "2023-04-04 14:11:00", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72783", "eventdate" : "2023-04-04 14:17:18", "timeelapsed" : "6", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72840", "eventdate" : "2023-04-11 20:31:26", "timeelapsed" : "6", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "116", "pk_support" : "22170", "platform" : "BMW North America", "topic" : "ISPA HUB", "brief_description" : "ISPI/ISPA Services will not start.", "priority" : "2", "status" : "closed", "location" : "Laurel BMW-Main Dealership", "ounum" : "0639001", "agcode" : "66390", "nacode" : "66390", "canum" : "", "contact" : "Jaime Shustrick", "phone" : "", "email" : "", "mobile" : "814-322-7598", "created" : "2023-04-05 09:33:57", "statusdate" : "2023-04-05 13:15:24", "statuscloseddate" : "2023-04-05 13:15:24", "updated" : "2023-05-10 13:46:20", "agent" : "Robert Oteri", "issue" : "Hardware failure causing Hub to shut down 2-3 times a week.", "resolution" : "Replace G4 Hub with new G6 Hub. Quote Sent.", "sessions" : [ { "pk_session" : "t-72784", "eventdate" : "2023-04-05 09:33:57", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63572", "eventdate" : "2023-04-05 09:35:23", "timeelapsed" : "0:01:25", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jaime called and told me that their HUB is having issues. The key readers are down and she is unable to start the services on the HUB. She also told me the HUB shuts off at night sometimes and they have to manually start it in the morning." } , { "pk_session" : "t-72785", "eventdate" : "2023-04-05 09:35:28", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63574", "eventdate" : "2023-04-05 10:44:03", "timeelapsed" : "0:05:53", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Spoke with Jaime again. She told me the HUB turns off 2-3 times a week and she has to manually start it, wait for it to stabilize, then restart the BMW Services manually in order for key reads to function. When checking the machine, I found the RAID in a rebuilding state. I checked the Event Logs and could not see a definitive reason fro the shutdown events, but they are clearly seen in the logs. Suspect a hardware issue causing the machine to shut down. Sent inquiry to JR about second G6 HUB listed on the store DEX. Recommend replacement of G4 HUB - Will hold ticket open pending response from JR." } , { "pk_session" : "t-72788", "eventdate" : "2023-04-05 10:44:05", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72789", "eventdate" : "2023-04-05 10:44:37", "timeelapsed" : "6", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72790", "eventdate" : "2023-04-05 13:13:01", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Quote" } , { "pk_session" : "c-63575", "eventdate" : "2023-04-05 13:14:29", "timeelapsed" : "0:02:11", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Received clarification from JR. Called Jaime and let her know they needed to purchase a new G6 Hub. I explained the process and emailed her a quote." } , { "pk_session" : "t-72791", "eventdate" : "2023-04-05 13:15:24", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72950", "eventdate" : "2023-05-09 09:44:32", "timeelapsed" : "480", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Building new G6 hub for store. " } , { "pk_session" : "c-63664", "eventdate" : "2023-05-10 13:44:31", "timeelapsed" : "0:01:41", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "Confirming information for new hub" } , { "pk_session" : "t-72951", "eventdate" : "2023-05-10 13:45:26", "timeelapsed" : "60", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Finalizing hub build, packing and paperwork for shipping." } , { "pk_session" : "t-72952", "eventdate" : "2023-05-10 13:46:20", "timeelapsed" : "4", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "117", "pk_support" : "22171", "platform" : "BMW Motorrad USA", "topic" : "", "brief_description" : "MC shop needs an IMIB Next", "priority" : "2", "status" : "closed", "location" : "Garcia Moto (Capitol BMW)-Motorcycle Shop", "ounum" : "", "agcode" : "25164", "nacode" : "", "canum" : "", "contact" : "Gene Piscitelli", "phone" : "", "email" : "gene@garciamoto.com", "mobile" : "", "created" : "2023-04-05 10:35:45", "statusdate" : "2023-04-05 10:37:57", "statuscloseddate" : "2023-04-05 10:37:57", "updated" : "2023-04-05 10:46:22", "agent" : "Robert Oteri", "issue" : "", "resolution" : "", "sessions" : [ { "pk_session" : "t-72786", "eventdate" : "2023-04-05 10:35:45", "timeelapsed" : "48", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63573", "eventdate" : "2023-04-05 10:37:48", "timeelapsed" : "0:02:02", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Gene emailed to inquire about an IMIB Next and F110 Tablet solution for their shop. Did some research and discovered they currently have a G1 ISSS machine only. Gave him the part numbers to order the IMIB Next, ICOM Next, and USB Connector. Also sent a quote for a new G6 ISSS." } , { "pk_session" : "t-72787", "eventdate" : "2023-04-05 10:37:57", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "118", "pk_support" : "22172", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "needed assistance with a new PC", "priority" : "2", "status" : "closed", "location" : "BMW of Bend (was Carrera Motors BMW)-Main Dealership", "ounum" : "", "agcode" : "40807", "nacode" : "40807", "canum" : "", "contact" : "Michael Kellogg", "phone" : "541-948-8492 (cell)", "email" : "mk@bendcable.com", "mobile" : "541-382-1711", "created" : "2023-04-05 17:31:58", "statusdate" : "2023-04-05 17:33:59", "statuscloseddate" : "2023-04-05 17:33:59", "updated" : "2023-04-05 17:33:59", "agent" : "Mark Watson", "issue" : "", "resolution" : "Mapped network drive to NAS, installed Admin Client, AIR, TrayApp, and Uploader. Checked function of keyreader", "sessions" : [ { "pk_session" : "t-72792", "eventdate" : "2023-04-05 17:31:58", "timeelapsed" : "69", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72793", "eventdate" : "2023-04-05 17:33:59", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "119", "pk_support" : "22173", "platform" : "BMW Motorrad USA", "topic" : "ICOM", "brief_description" : "ICOM not showing up on G5 ISSS", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Justin Roberts", "phone" : "828-255-6600", "email" : "", "mobile" : "828-329-6882", "created" : "2023-04-06 10:58:12", "statusdate" : "2023-04-10 11:19:15", "statuscloseddate" : "2023-04-10 11:19:15", "updated" : "2023-04-11 20:30:59", "agent" : "Robert Oteri", "issue" : "When they use an ICOM A1, along with the 20-pin adapter, the bike shows EWS error on the dash.", "resolution" : "Replace ICOM A1 with new ICOM Next.", "sessions" : [ { "pk_session" : "t-72794", "eventdate" : "2023-04-06 10:58:12", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63576", "eventdate" : "2023-04-06 10:58:51", "timeelapsed" : "0:00:38", "sessiontype" : "email", "personcontacting" : "Robert Oteri", "eventcontent" : "Justin Emailed saying their 2nd ICOM is not communicating with their G5 ISSS." } , { "pk_session" : "t-72795", "eventdate" : "2023-04-06 11:16:20", "timeelapsed" : "18", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72796", "eventdate" : "2023-04-06 11:54:26", "timeelapsed" : "38", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72839", "eventdate" : "2023-04-11 20:30:59", "timeelapsed" : "6", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "120", "pk_support" : "22174", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "Receiving hard drive space error when updating ISTA.", "priority" : "2", "status" : "closed", "location" : "Central Piedmont Community College-Central Piedmont Community College", "ounum" : "", "agcode" : "", "nacode" : "29422", "canum" : "", "contact" : "Preston Willis", "phone" : "", "email" : "preston.willis@cpcc.edu", "mobile" : "", "created" : "2023-04-06 15:47:31", "statusdate" : "2023-04-06 15:51:26", "statuscloseddate" : "2023-04-06 15:51:26", "updated" : "2023-04-11 20:30:50", "agent" : "Robert Oteri", "issue" : "Not enough free space on hard drive to perform ISTA update.", "resolution" : "Sent Preston instructions for external hard drive workaround provided by BMW NA.", "sessions" : [ { "pk_session" : "t-72797", "eventdate" : "2023-04-06 15:47:31", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63577", "eventdate" : "2023-04-06 15:50:17", "timeelapsed" : "0:02:45", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Preston called to report one of their ISSS machines will not update ISTA due to hard drive space issue. Established remote support session using zoom. Attempted to free up disk space by removing temp files. After removal, ISTA required 2GB of additional space. I advised Preston of the external USB drive solution provided by Rick Doran." } , { "pk_session" : "t-72798", "eventdate" : "2023-04-06 15:51:08", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72838", "eventdate" : "2023-04-11 20:30:50", "timeelapsed" : "6", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "121", "pk_support" : "22175", "platform" : "BMW Motorrad USA", "topic" : "ISTA Shared Storage System", "brief_description" : "ISSS reporting missing file for 4.40.12 update.", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Marco Perez", "phone" : "805-928-3668", "email" : "marcop@santamariaharley.com", "mobile" : "", "created" : "2023-04-06 16:30:06", "statusdate" : "2023-04-06 17:26:22", "statuscloseddate" : "2023-04-06 17:26:22", "updated" : "2023-04-11 20:30:36", "agent" : "Robert Oteri", "issue" : "SharedStorage device does not have enough free disk space for download.", "resolution" : "Cleared outdated packages and temp files.", "sessions" : [ { "pk_session" : "t-72799", "eventdate" : "2023-04-06 16:30:06", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63578", "eventdate" : "2023-04-06 16:30:46", "timeelapsed" : "0:00:39", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Marco called and informed me that their ISSS machine is getting an error when trying to update ISTA." } , { "pk_session" : "c-63579", "eventdate" : "2023-04-06 17:22:36", "timeelapsed" : "0:52:29", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Logged into workshop ISSS machine and attempted ISTA update in order to see the error. Error states missing 4.40.12 files. Logged into SharedStorage ISSS and found hard drive only had 12GB of free space (250GB SSD). I cleared temp and old package data and freed 45GB of space. Triggered download of ISTA packages from admin client." } , { "pk_session" : "t-72800", "eventdate" : "2023-04-06 17:26:15", "timeelapsed" : "56", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72837", "eventdate" : "2023-04-11 20:30:36", "timeelapsed" : "6", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "122", "pk_support" : "22176", "platform" : "BMW North America", "topic" : "NAS", "brief_description" : "NAS full", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Houston-Rolls Royce Center", "ounum" : "50549", "agcode" : "50549", "nacode" : "", "canum" : "", "contact" : "Jerry Swartz", "phone" : "713-702-6669", "email" : "jerry@kryptoitservices.com", "mobile" : "713-702-6669", "created" : "2023-04-08 07:02:31", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Joe Raymond", "issue" : "Nobody cleaned the old BMW files off.", "resolution" : "Cleared 300GB of old BMW files. Rebooted and installed firmware updates to NAS. Updated Windows on hub and rebooted.", "sessions" : [ { "pk_session" : "t-72801", "eventdate" : "2023-04-08 07:02:31", "timeelapsed" : "70", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Cleared 300GB of old BMW files. Rebooted and installed firmware updates to NAS. Updated Windows on hub and rebooted." } , { "pk_session" : "c-63580", "eventdate" : "2023-04-08 07:02:54", "timeelapsed" : "0:00:21", "sessiontype" : "email", "personcontacting" : "Joe Raymond", "eventcontent" : "NAS full, asking for assistance." } , { "pk_session" : "t-72802", "eventdate" : "2023-04-08 09:15:21", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Hub wouldn't download files. Did a BITS reset and restarted the Admin Client and the downloads began. Tried an ISTA update on the ISSS but it failed with the \"not enough memory\" error from insufficient disk space. Cleared what I could but there is only 106 GB free, and they need to find 600 more to clear or use the \"external disk\" option I sent the instructions for." } ] } , { "number" : "123", "pk_support" : "22177", "platform" : "BMW Motorrad USA", "topic" : "ISPA HUB", "brief_description" : "IPS Error in admin client. NAS only has 50gb free space.", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Dave Stressman", "phone" : "856-786-8200", "email" : "dstressma@kerbeck.net", "mobile" : "267-234-4797", "created" : "2023-04-10 11:36:30", "statusdate" : "2023-04-10 11:49:32", "statuscloseddate" : "2023-04-10 11:49:32", "updated" : "2023-04-11 20:30:21", "agent" : "Robert Oteri", "issue" : "Corrupt ops report in IPS stream. NAS had multiple copies of Download data.", "resolution" : "Removed duplicate and old data from NAS, Freeing up 1.2TB. Removed corrupt ops report from IPS stream.", "sessions" : [ { "pk_session" : "t-72803", "eventdate" : "2023-04-10 11:36:30", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63581", "eventdate" : "2023-04-10 11:37:25", "timeelapsed" : "0:00:54", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Dave called to report an error on the Admin Client IPS check." } , { "pk_session" : "t-72804", "eventdate" : "2023-04-10 11:46:25", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Corrective Actions" } , { "pk_session" : "c-63582", "eventdate" : "2023-04-10 11:47:21", "timeelapsed" : "0:00:54", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Called Dave and told him the problem was resolved. Also let him know that I freed up space on the NAS. Performed file system check and rebooted the HUB." } , { "pk_session" : "t-72805", "eventdate" : "2023-04-10 11:49:32", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63589", "eventdate" : "2023-04-11 09:28:36", "timeelapsed" : "0:05:58", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Dave called and let me know his ISSS will not update due to drive space. I explained this is a know issue with recent updates and I emailed him the USB External Drive instructions to update their ISSS." } , { "pk_session" : "t-72836", "eventdate" : "2023-04-11 20:30:21", "timeelapsed" : "6", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "124", "pk_support" : "22178", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISTA will not launch, saying software is out of date. Launcher shows there are no updates.", "priority" : "2", "status" : "closed", "location" : "Rusnak Pasadena-Rolls Royce Center", "ounum" : "50542", "agcode" : "50542", "nacode" : "", "canum" : "", "contact" : "Shane Rutherford", "phone" : "626-535-0485", "email" : "srutherford@rusnakautogroup.com", "mobile" : "", "created" : "2023-04-10 13:03:53", "statusdate" : "2023-04-11 09:25:13", "statuscloseddate" : "2023-04-11 09:25:13", "updated" : "2023-04-11 20:29:36", "agent" : "Robert Oteri", "issue" : "NAS device is completely full. Network Recycle Bin is enabled.", "resolution" : "Removed old/obsolete packages from NAS and disabled Network Recycle Bin.", "sessions" : [ { "pk_session" : "t-72806", "eventdate" : "2023-04-10 13:03:53", "timeelapsed" : "55", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72813", "eventdate" : "2023-04-10 16:11:38", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63587", "eventdate" : "2023-04-10 17:00:17", "timeelapsed" : "0:03:46", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Shane called and reported ISTA would not update or start. Started remote support session to HUB and checked the NAS devices. Found NAS completely full with no free space available. Network Recycle Bin was enabled on the NAS and had filled the drives. Removed all old packages and disabled Network Recycle Bin. Reclaimed free space to storage array and restarted NAS. Restarted Admin Client on HUB and began download of dozens of updates. Will monitor next day for progress." } , { "pk_session" : "t-72815", "eventdate" : "2023-04-10 17:00:33", "timeelapsed" : "4", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72818", "eventdate" : "2023-04-11 09:24:41", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Confirm updates and follow up" } , { "pk_session" : "t-72819", "eventdate" : "2023-04-11 09:25:13", "timeelapsed" : "6", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63588", "eventdate" : "2023-04-11 09:26:53", "timeelapsed" : "0:05:58", "sessiontype" : "email", "personcontacting" : "Robert Oteri", "eventcontent" : "Sent Shane an email letting him know the NAS was cleaned and the updates have downloaded. Let him know that his ISSS does not have enough drive space to install the updates. Send him the USB External Drive instructions to update the ISSS." } , { "pk_session" : "t-72835", "eventdate" : "2023-04-11 20:29:36", "timeelapsed" : "6", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "125", "pk_support" : "22179", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISTA Launcher shows package not available.", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Raleigh-Rolls Royce Center", "ounum" : "45819", "agcode" : "45819", "nacode" : "", "canum" : "", "contact" : "Ed Scarbourough", "phone" : "919-890-5500", "email" : "", "mobile" : "918-625-1614", "created" : "2023-04-10 14:01:00", "statusdate" : "2023-04-10 15:48:02", "statuscloseddate" : "2023-04-10 15:48:02", "updated" : "2023-04-11 20:29:23", "agent" : "Robert Oteri", "issue" : "NAS device is full and can not download new packages.", "resolution" : "Free up 1.2TB of space on NAS and allow packages to download.", "sessions" : [ { "pk_session" : "t-72807", "eventdate" : "2023-04-10 14:01:00", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72808", "eventdate" : "2023-04-10 14:01:46", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63583", "eventdate" : "2023-04-10 14:02:18", "timeelapsed" : "0:00:31", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Chris called and said he can not update ISTA due to an error in Launcher." } , { "pk_session" : "t-72809", "eventdate" : "2023-04-10 14:02:22", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72810", "eventdate" : "2023-04-10 15:43:47", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63584", "eventdate" : "2023-04-10 15:47:40", "timeelapsed" : "0:03:52", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Found NAS device with no free space. Used Admin Client to check for obsolete files and freed 1.2tb of space. Allowed newest ISTA files to download and copy to NAS. Began update on ISSS; 18 packages to update. Advised Chris that it would likely take the rest of the day to complete the update." } , { "pk_session" : "t-72811", "eventdate" : "2023-04-10 15:47:56", "timeelapsed" : "4", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72834", "eventdate" : "2023-04-11 20:29:23", "timeelapsed" : "6", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "126", "pk_support" : "22180", "platform" : "BMW North America", "topic" : "ISSS", "brief_description" : "Unable to update ISTA due to drive space.", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Houston-Rolls Royce Center", "ounum" : "50549", "agcode" : "50549", "nacode" : "", "canum" : "", "contact" : "Jerry Swartz", "phone" : "713-702-6669", "email" : "jerry@kryptoitservices.com", "mobile" : "713-702-6669", "created" : "2023-04-10 16:09:37", "statusdate" : "2023-04-11 09:09:10", "statuscloseddate" : "2023-04-11 09:09:10", "updated" : "2023-04-11 20:29:10", "agent" : "Robert Oteri", "issue" : "", "resolution" : "Jerry upgraded their ISSS to a 4TB hard drive. Reinstalled ISTA Launcher and began update. 33 Packages updated successfully. ", "sessions" : [ { "pk_session" : "t-72812", "eventdate" : "2023-04-10 16:09:37", "timeelapsed" : "35", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63585", "eventdate" : "2023-04-10 16:51:13", "timeelapsed" : "0:10:48", "sessiontype" : "email", "personcontacting" : "Robert Oteri", "eventcontent" : "Jerry emailed saying he cloned the ISSS drive to a larger, 4TB drive, and the Launcher is not loading to update ISTA." } , { "pk_session" : "c-63586", "eventdate" : "2023-04-10 16:54:41", "timeelapsed" : "0:14:16", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "I called Jerry and started a remote support session. Uninstalled and reinstalled the ISTA Launcher. After reinstall, launcher works properly and there are 33 packages to update. I advised this would take several hours. Will monitor next day to ensure ISTA update was successful." } , { "pk_session" : "t-72814", "eventdate" : "2023-04-10 16:54:58", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72816", "eventdate" : "2023-04-11 09:08:46", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Confirm updates and follow up" } , { "pk_session" : "t-72817", "eventdate" : "2023-04-11 09:09:10", "timeelapsed" : "6", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72827", "eventdate" : "2023-04-11 16:50:26", "timeelapsed" : "6", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72833", "eventdate" : "2023-04-11 20:29:10", "timeelapsed" : "6", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "127", "pk_support" : "22181", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "keyreader not working", "priority" : "2", "status" : "closed", "location" : "BMW of South Albany (was Capital Cities Imported Cars)-Main Dealership", "ounum" : "0656301", "agcode" : "43383", "nacode" : "43383", "canum" : "", "contact" : "Seth Fisher", "phone" : "", "email" : "sfisher@audialbany.com", "mobile" : "", "created" : "2023-04-11 10:25:10", "statusdate" : "2023-06-08 08:40:46", "statuscloseddate" : "2023-06-08 08:40:46", "updated" : "2023-06-08 08:40:53", "agent" : "Mark Watson", "issue" : "admin client corrupted and uploader corrupted", "resolution" : "reinstalled both admin client and uploader and restarted the keyreeader software. Checked function. keyreader working.", "sessions" : [ { "pk_session" : "t-72820", "eventdate" : "2023-04-11 10:25:10", "timeelapsed" : "27", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "128", "pk_support" : "22182", "platform" : "BMW Motorrad USA", "topic" : "ISTA Drive Space Issue", "brief_description" : "Not enough free drive space for ISTA update.", "priority" : "2", "status" : "closed", "location" : "Santa Rosa BMW-Motorcycle Shop", "ounum" : "", "agcode" : "46016", "nacode" : "", "canum" : "", "contact" : "Gerardo Lezama", "phone" : "707-583-6291", "email" : "diazge1963@gmail.com", "mobile" : "", "created" : "2023-04-11 13:52:13", "statusdate" : "2023-04-12 15:45:12", "statuscloseddate" : "2023-04-12 15:45:12", "updated" : "2023-04-12 15:45:12", "agent" : "Robert Oteri", "issue" : "Not enough free space available.", "resolution" : "Advised to purchase external 1TB USB drive.", "sessions" : [ { "pk_session" : "t-72821", "eventdate" : "2023-04-11 13:52:13", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63590", "eventdate" : "2023-04-11 13:55:25", "timeelapsed" : "0:05:58", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Gerardo called to tell me he is getting an error when trying to update ISTA indicating there is not enough free space available. Began remote support session and verified there was only 300gb of free space. I explained the current situation where 1TB drive do not have enough free space on them for current ISTA updates. I advised they purchase an external 1TB hard drive to get the update done. I emailed Gerardo the advisory explaining how to use the external drive. " } , { "pk_session" : "t-72822", "eventdate" : "2023-04-11 13:56:05", "timeelapsed" : "6", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72823", "eventdate" : "2023-04-11 13:56:11", "timeelapsed" : "6", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72828", "eventdate" : "2023-04-11 20:17:55", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72829", "eventdate" : "2023-04-11 20:18:07", "timeelapsed" : "6", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63593", "eventdate" : "2023-04-11 20:27:44", "timeelapsed" : "0:05:58", "sessiontype" : "email", "personcontacting" : "Robert Oteri", "eventcontent" : "Gerardo emailed with a screen shot showing all downloads from Launcher failed. Reinstalled Launcher, rebooted/updated shared storage, restarted ISTA update. Downloads began normally. Will monitor to ensure completion. " } , { "pk_session" : "t-72830", "eventdate" : "2023-04-11 20:27:52", "timeelapsed" : "6", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72831", "eventdate" : "2023-04-11 20:28:07", "timeelapsed" : "6", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63601", "eventdate" : "2023-04-12 15:44:45", "timeelapsed" : "0:01:06", "sessiontype" : "email", "personcontacting" : "Robert Oteri", "eventcontent" : "Emailed Gerardo and told him the ISTA update had completed (20 hours). I stresses the need for them to upgrade their diag machine to a new G6." } , { "pk_session" : "t-72849", "eventdate" : "2023-04-12 15:44:48", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Monitor update, confirmed ISTA operation, followed up." } , { "pk_session" : "t-72850", "eventdate" : "2023-04-12 15:45:12", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "129", "pk_support" : "22183", "platform" : "BMW North America", "topic" : "ISTA Drive Space Issue", "brief_description" : "ISTA update failing after external hard drive attached.", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Raleigh-Rolls Royce Center", "ounum" : "45819", "agcode" : "45819", "nacode" : "", "canum" : "", "contact" : "Chris Freer", "phone" : "", "email" : "cfreer@rrmcraleigh.com", "mobile" : "919-741-7272", "created" : "2023-04-11 16:36:51", "statusdate" : "2023-04-12 07:18:56", "statuscloseddate" : "2023-04-12 07:18:56", "updated" : "2023-04-12 07:18:56", "agent" : "Robert Oteri", "issue" : "ISTA-BLP_4.40.40 package corrupted.", "resolution" : "Deleted the corrupt file from the NAS and re-downloaded it. Once completed, began the update on the device again. Monitored installation progress and confirmed completion.", "sessions" : [ { "pk_session" : "t-72824", "eventdate" : "2023-04-11 16:36:51", "timeelapsed" : "6", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63591", "eventdate" : "2023-04-11 16:38:18", "timeelapsed" : "0:05:58", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Chris called and let me know that after he purchased and attached the external hard drive, he is receiving a checksum error." } , { "pk_session" : "c-63592", "eventdate" : "2023-04-11 16:45:45", "timeelapsed" : "0:05:58", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Deleted the corrupt file; ,,,ISTA-BLP_4.40.40... from the NAS device and refreshed the Admin Client Download. Deleted package began to download, then failed to transfer. Checked the NAS device, NAS offline. Called and spoke to Chris to have him check the NAS. He found the power connector half-way out of the NAS device. He reinserted the connector and the NAS began to boot up. Once NAS was back up, the transfer completed." } , { "pk_session" : "t-72825", "eventdate" : "2023-04-11 16:45:46", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72826", "eventdate" : "2023-04-11 16:47:35", "timeelapsed" : "6", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72832", "eventdate" : "2023-04-11 20:29:00", "timeelapsed" : "6", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72841", "eventdate" : "2023-04-12 07:17:56", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Monitor update, confirmed ISTA operation, followed up." } , { "pk_session" : "t-72842", "eventdate" : "2023-04-12 07:18:56", "timeelapsed" : "6", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63594", "eventdate" : "2023-04-12 07:19:41", "timeelapsed" : "0:05:58", "sessiontype" : "email", "personcontacting" : "Robert Oteri", "eventcontent" : "Sent email to Chris letting him know the ISTA update completed and ISTA was operational." } ] } , { "number" : "130", "pk_support" : "22184", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISSS Admin Client showing missing update files.", "priority" : "2", "status" : "closed", "location" : "Midwestern Auto Group-Midwestern BMW", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Nathan Spencer", "phone" : "919-619-9820", "email" : "nspencer@magcars.com", "mobile" : "919-619-9820", "created" : "2023-04-12 09:19:26", "statusdate" : "2023-04-12 09:27:06", "statuscloseddate" : "2023-04-12 09:27:06", "updated" : "2023-04-12 09:28:08", "agent" : "Robert Oteri", "issue" : "Admin Client not running on HUB. Helion admin account logged into HUB.", "resolution" : "Logged into HUB using ISPINEXTADMIN, Admin Client launched and began updates. Updated IPS and HDD Update.", "sessions" : [ { "pk_session" : "c-63595", "eventdate" : "2023-04-12 09:20:31", "timeelapsed" : "0:01:03", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Nathan text and informed me he has errors on their ISSS Admin Clients saying several update packages are missing from the shared storage device." } , { "pk_session" : "c-63596", "eventdate" : "2023-04-12 09:24:45", "timeelapsed" : "0:05:17", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Logged into HUB and found ISPINEXTADMIN account logged out and HELIONADMIN logged in. Logged in as ISPINEXTADMIN and Admin Client launched, then began download of 7 update packages. Called Nathan and let him know what was going on. Informed him it would be about an hour before updates completed download to NAS." } , { "pk_session" : "t-72843", "eventdate" : "2023-04-12 09:26:04", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63597", "eventdate" : "2023-04-12 09:26:36", "timeelapsed" : "0:00:31", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Text Nathan and let him know the downloads were completed and he could begin to update his ISSS devices." } , { "pk_session" : "t-72844", "eventdate" : "2023-04-12 09:27:06", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "131", "pk_support" : "22185", "platform" : "BMW North America", "topic" : "KAI", "brief_description" : "KAI failing health test in Admin Client.", "priority" : "2", "status" : "closed", "location" : "RRMC Naples-Rolls Royce Center", "ounum" : "50650", "agcode" : "50650", "nacode" : "50650", "canum" : "", "contact" : "Alan Navarro", "phone" : "210-529-4655", "email" : "anavarro@bentleynaPles.com", "mobile" : "", "created" : "2023-04-12 13:28:25", "statusdate" : "2023-04-12 13:31:07", "statuscloseddate" : "2023-04-12 13:31:07", "updated" : "2023-04-12 13:31:37", "agent" : "Robert Oteri", "issue" : "KAI service not running on HUB.", "resolution" : "Restarted KAI service on HUB. Verified KAI passed health check.", "sessions" : [ { "pk_session" : "t-72845", "eventdate" : "2023-04-12 13:28:25", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63598", "eventdate" : "2023-04-12 13:30:00", "timeelapsed" : "0:01:34", "sessiontype" : "email", "personcontacting" : "Robert Oteri", "eventcontent" : "Alan emailed saying they KAI was failing tests in Admin Client and they could not read keys. Logged into HUB and checked Admin Client - confirmed KAI was failing. Restarted KAI service in HUB. Confirmed KAI was passing health test in Admin Client." } , { "pk_session" : "t-72846", "eventdate" : "2023-04-12 13:30:47", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63599", "eventdate" : "2023-04-12 13:31:33", "timeelapsed" : "0:00:24", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Called Alan and told him issues was resolved." } ] } , { "number" : "132", "pk_support" : "22186", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "TSARA case needs ISTA Programming version. Andy does not know how to get that.", "priority" : "2", "status" : "closed", "location" : "Morton's BMW-Motorcycle Shop", "ounum" : "", "agcode" : "58366", "nacode" : "", "canum" : "", "contact" : "Andy Shaw", "phone" : "540-8919844", "email" : "andy@mortonsbmw.com", "mobile" : "", "created" : "2023-04-12 14:41:41", "statusdate" : "2023-04-12 14:47:33", "statuscloseddate" : "2023-04-12 14:47:33", "updated" : "2023-04-12 14:47:33", "agent" : "Robert Oteri", "issue" : "One of the two ISSS machines needs an ISTA update.", "resolution" : "Showed Andy how to update ISTA and how to check their current version number using the Launcher client. Cleared obsolete packaged from the SS device and removed ISTA and Launcher from SS device.", "sessions" : [ { "pk_session" : "t-72847", "eventdate" : "2023-04-12 14:41:41", "timeelapsed" : "55", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63600", "eventdate" : "2023-04-12 14:46:06", "timeelapsed" : "0:04:24", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Andy called and was unsure how to get the programming version number they are on to give for a TSARA case they have open. I logged into their shared storage machine and checked to make sure they had no pending downloads. Noticed that ISTA and Launcher were installed on the SS device. While on the phone with Andy I opened remote sessions on both and showed him how to get the software version using the launcher. ISSSNEXT1 needed an ISTA update so I showed him how to do that. ISSSNEXT2 was up to date. We then went back to the SS machine and I showed him how to check and delete obsolete software using the Admin Client. I removed ISTA and ISTA Launcher from the SS machine." } , { "pk_session" : "t-72848", "eventdate" : "2023-04-12 14:47:27", "timeelapsed" : "6", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "133", "pk_support" : "22187", "platform" : "", "topic" : "ISTA Drive Space Issue", "brief_description" : "ISTA update in ISSS G2 failing.", "priority" : "2", "status" : "closed", "location" : "European Cars of Williamsburg-Independent Workshop", "ounum" : "", "agcode" : "46858", "nacode" : "46858", "canum" : "", "contact" : "Chris Chris", "phone" : "757-220-9660", "email" : "", "mobile" : "", "created" : "2023-04-13 10:03:43", "statusdate" : "2023-04-17 10:02:53", "statuscloseddate" : "2023-04-17 10:02:53", "updated" : "2023-04-17 10:02:53", "agent" : "Robert Oteri", "issue" : "Corrupt database on ISTA install requiring complete ISTA repair/reinstall. ISSS G2 does not have enough free disk space but Chris has external 1TB USB drive.", "resolution" : "Complete re-installation of ISTA.", "sessions" : [ { "pk_session" : "t-72851", "eventdate" : "2023-04-13 10:03:43", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63602", "eventdate" : "2023-04-13 13:36:37", "timeelapsed" : "3:32:53", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Chris called to report he was getting an error while updating ISTA. Logged into ISSS G2 machine and found general extraction error for ISTA. " } , { "pk_session" : "t-72852", "eventdate" : "2023-04-13 13:36:40", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72853", "eventdate" : "2023-04-14 09:02:20", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Monitor update, confirmed ISTA operation, followed up." } , { "pk_session" : "c-63607", "eventdate" : "2023-04-17 10:02:24", "timeelapsed" : "0:00:45", "sessiontype" : "face to face", "personcontacting" : "Robert Oteri", "eventcontent" : "Monitored re-installation of ISTA over the weekend. Install finished, verified operation." } , { "pk_session" : "t-72860", "eventdate" : "2023-04-17 10:02:53", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "134", "pk_support" : "22188", "platform" : "BMW North America", "topic" : "ISTA Drive Space Issue", "brief_description" : "After installing USB hard rive, ISTA install fails.", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Dave Stressman", "phone" : "856-786-8200", "email" : "dstressma@kerbeck.net", "mobile" : "267-234-4797", "created" : "2023-04-14 09:12:37", "statusdate" : "2023-04-17 10:01:05", "statuscloseddate" : "2023-04-17 10:01:05", "updated" : "2023-04-18 10:31:17", "agent" : "Robert Oteri", "issue" : "Corrupt database installation of ISTA.", "resolution" : "Complete re-installation of ISTA.", "sessions" : [ { "pk_session" : "t-72854", "eventdate" : "2023-04-14 09:12:37", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72858", "eventdate" : "2023-04-17 09:57:45", "timeelapsed" : "120", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Monitor update, confirmed ISTA operation, followed up." } , { "pk_session" : "c-63605", "eventdate" : "2023-04-17 09:59:02", "timeelapsed" : "0:01:16", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Dave called and told me that after installing the external USB drive, he received an error during the ISTA update. Logged into machine and checked. Found corrupted database for ISTA." } , { "pk_session" : "c-63606", "eventdate" : "2023-04-17 10:00:05", "timeelapsed" : "0:02:19", "sessiontype" : "face to face", "personcontacting" : "Robert Oteri", "eventcontent" : "Started complete re-installation of ISTA. Monitored installation over the weekend. Installation completed after 49 hours." } , { "pk_session" : "t-72859", "eventdate" : "2023-04-17 10:01:05", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72867", "eventdate" : "2023-04-18 10:31:17", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "135", "pk_support" : "22189", "platform" : "BMW North America", "topic" : "ISPA HUB", "brief_description" : "IPS and KAI are not starting. Key Readers are down.", "priority" : "2", "status" : "closed", "location" : "BMW of Minnetonka-Main Dealership", "ounum" : "5317101", "agcode" : "53171", "nacode" : "53171", "canum" : "", "contact" : "Jesse Johnson", "phone" : "952-303-7515", "email" : "jjohnson@carouselmotor.com", "mobile" : "", "created" : "2023-04-14 10:08:12", "statusdate" : "2023-04-14 10:42:30", "statuscloseddate" : "2023-04-14 10:42:30", "updated" : "2023-04-18 10:30:35", "agent" : "Robert Oteri", "issue" : "ISPI Admin Client would not started. IPS Services not listed. KAI Service would not start.", "resolution" : "Reinstalled Admin Client and Re-registered. Reinstalled IPS and restarted KAI Services. Removed 1.6TB of obsolete packages from NAS and installed missing Chipset drivers for the Hub.", "sessions" : [ { "pk_session" : "t-72855", "eventdate" : "2023-04-14 10:08:12", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63603", "eventdate" : "2023-04-14 10:39:01", "timeelapsed" : "0:30:50", "sessiontype" : "email", "personcontacting" : "Robert Oteri", "eventcontent" : "Rick Doran emailed regarding their Hub having issues. Called Jesse Johnson and logged into their Hub. Admin Client would not start and IPS/KAI services were not running. Reinstalled Admin Client and restarted KAI. IPS service was not listed so I reinstalled IPS as well. Used Jesse's sGate credentials to re-register the Hub." } , { "pk_session" : "t-72856", "eventdate" : "2023-04-14 10:40:35", "timeelapsed" : "32", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63604", "eventdate" : "2023-04-14 10:42:06", "timeelapsed" : "0:01:30", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Called Jesse back and told him all services were functioning and Health Check was good. Also removed 1.6TB of obsolete packages from NAS device and installed missing Chipset drivers from Hub." } , { "pk_session" : "t-72857", "eventdate" : "2023-04-14 10:42:30", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "136", "pk_support" : "22190", "platform" : "BMW Motorrad USA", "topic" : "ICOM", "brief_description" : "ICOM not showing up in connection manager.", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Treasure Coast (Palm Beach)-Motorcycle Shop", "ounum" : "", "agcode" : "49144", "nacode" : "", "canum" : "", "contact" : "Mathew Eysie", "phone" : "772-252-5000", "email" : "", "mobile" : "781-801-6715", "created" : "2023-04-17 10:04:23", "statusdate" : "2023-04-17 10:07:56", "statuscloseddate" : "2023-04-17 10:07:56", "updated" : "2023-04-18 10:30:20", "agent" : "Robert Oteri", "issue" : "Damaged/Non-functional switch port.", "resolution" : "Had Matt plug the ICOM LAN cable into a different switch port.", "sessions" : [ { "pk_session" : "c-63608", "eventdate" : "2023-04-17 10:06:56", "timeelapsed" : "0:02:32", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Matt called to report he can not see the ICOM in the connection manager after a severe storm they had over the weekend. Logged into ISSS and checked machine for any signs of damage - none noted. Had Matt plug the ICOM into a different port of the switch - ICOM showed up in connection manager. I instructed Matt to cover the non-functional switch port to prevent future use." } , { "pk_session" : "t-72861", "eventdate" : "2023-04-17 10:06:57", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72862", "eventdate" : "2023-04-17 10:07:51", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "137", "pk_support" : "22191", "platform" : "BMW North America", "topic" : "ICOM won't connect to network", "brief_description" : "Shipped 10x iCOM's with bad RJ45 ports", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Alex Quiroz", "phone" : "", "email" : "alex.quirox@bmwofelcajon.com", "mobile" : "619-905-0345", "created" : "2023-04-18 08:23:39", "statusdate" : "2023-06-07 10:15:03", "statuscloseddate" : "2023-06-07 10:15:03", "updated" : "2023-06-07 10:15:03", "agent" : "Joe Raymond", "issue" : "Ports bad from use.", "resolution" : "Diagnosed, analyzed and repaired NIC RJ45. Cleaned and refurbished heads and modified case for ADEL clamp to secure the network extension lead.", "sessions" : [ { "pk_session" : "t-72863", "eventdate" : "2023-04-17 08:09:39", "timeelapsed" : "630", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Diagnosed, analyzed and repaired NIC RJ45. Cleaned and refurbished heads and modified case for ADEL clamp to secure the network extension lead. Updated firmware when needed. Awaiting LAN dongles to complete the final 3 repairs." } , { "pk_session" : "c-63609", "eventdate" : "2023-04-18 08:25:39", "timeelapsed" : "0:01:59", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "Alex called about 10 iCOM's they have that don't work. Told him the options were to repair them or ship to me and I'd repair them. Shipment arrived 3/29." } ] } , { "number" : "138", "pk_support" : "22192", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "need help installing keyreader plus desktop on new PC", "priority" : "2", "status" : "closed", "location" : "BMW of Denver Downtown (was Murray BMW of Denver)-Main Dealership", "ounum" : "0654601", "agcode" : "32118", "nacode" : "39314", "canum" : "", "contact" : "Scott Dunn", "phone" : "303.759.3400", "email" : "scottdunn@murraymotors.net", "mobile" : "303-591-4536", "created" : "2023-04-18 09:37:49", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "new PC with 3rd party IT dept", "resolution" : "Had to have 3rd party IT on phone for user account control. installed admin client, tray app, uploader and ISPA Next on PC and checked functionality.", "sessions" : [ { "pk_session" : "t-72864", "eventdate" : "2023-04-18 09:37:49", "timeelapsed" : "57", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "139", "pk_support" : "22193", "platform" : "BMW North America", "topic" : "ISTA Drive Space Issue", "brief_description" : "ISTA update failing after disk space issue.", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Tampa Bay-Rolls Royce Center", "ounum" : "50550", "agcode" : "50550", "nacode" : "", "canum" : "", "contact" : "Josh Serio", "phone" : "727-797-7070", "email" : "jserio@dimmitt.com", "mobile" : "", "created" : "2023-04-18 10:26:11", "statusdate" : "2023-04-20 08:13:24", "statuscloseddate" : "2023-04-20 08:13:24", "updated" : "2023-04-20 08:13:24", "agent" : "Robert Oteri", "issue" : "ISTA database corruption from previous failures (common).", "resolution" : "Uninstall/Reinstall ISTA.", "sessions" : [ { "pk_session" : "t-72865", "eventdate" : "2023-04-18 10:26:11", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63610", "eventdate" : "2023-04-18 10:28:59", "timeelapsed" : "0:02:47", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "MW asked that I call Josh Serio regarding a failed ISTA update. This device had a previous ISTA update failure due to drive space issues. External USB drive was purchased and attached to the ISID Next. Failed update due to corrupt ISTA database from previous failures (common). Uninstalled ISTA and ISTA Launcher, then reinstalled the Launcher. Optimized C: drive and began the ISTA install. Will monitor." } , { "pk_session" : "t-72866", "eventdate" : "2023-04-18 10:29:34", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72871", "eventdate" : "2023-04-19 09:46:36", "timeelapsed" : "5", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Check on progress." } , { "pk_session" : "c-63613", "eventdate" : "2023-04-19 09:47:20", "timeelapsed" : "0:00:18", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Called Josh to check on progress." } , { "pk_session" : "c-63616", "eventdate" : "2023-04-20 08:13:02", "timeelapsed" : "0:01:07", "sessiontype" : "face to face", "personcontacting" : "Robert Oteri", "eventcontent" : "Monitored ISTA re-installation; 40 hours to install. Confirmed ISTA operation and synchronized Admin Client. " } , { "pk_session" : "t-72876", "eventdate" : "2023-04-20 08:13:04", "timeelapsed" : "60", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Monitor update, confirmed ISTA operation, followed up." } , { "pk_session" : "t-72877", "eventdate" : "2023-04-20 08:13:24", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "140", "pk_support" : "22194", "platform" : "BMW North America", "topic" : "FASTA not transmitting", "brief_description" : "Karan emailed and indicated their ISSS has not sent FASTA since January 2023.", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Dallas/Park Place Premiere-Rolls Royce Center", "ounum" : "50548", "agcode" : "50548", "nacode" : "", "canum" : "", "contact" : "Karan Sandhu", "phone" : "817-205-1275", "email" : "", "mobile" : "8172051278", "created" : "2023-04-18 16:48:27", "statusdate" : "2023-04-18 17:33:24", "statuscloseddate" : "2023-04-18 17:33:24", "updated" : "2023-04-20 08:14:41", "agent" : "Robert Oteri", "issue" : "Previous IPS/ICOM transmissions errors. No FASTA errors.", "resolution" : "Transmission from 4/17 and 4/18 were successful. Snet Karam instructions for manual FASTA uploads using Cockpit ticket. Changed IPS storage to NAS instead of Hub local storage.", "sessions" : [ { "pk_session" : "t-72868", "eventdate" : "2023-04-18 16:48:27", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63611", "eventdate" : "2023-04-18 17:30:38", "timeelapsed" : "0:42:10", "sessiontype" : "email", "personcontacting" : "Robert Oteri", "eventcontent" : "Karan emailed and indicated their RRMC ISSS was not sending FASTA data. I logged into the ISSS and the Hub. Performed disk cleanup on ISSS and removed old download data from bot C: and the External USB drive. Checked FASTA transmissions in ISTA; There were ICOM and IPS transmission errors from 4/1-4/16 but no BMW (FASTA) transmission errors. All transmissions from 4/17 and 4/18 were successful. Checked IPC config on Hub; changed storage location of IPS data to the NAS. Everything else was correct and there were no errors." } , { "pk_session" : "t-72869", "eventdate" : "2023-04-18 17:30:43", "timeelapsed" : "42", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63612", "eventdate" : "2023-04-18 17:31:39", "timeelapsed" : "0:00:56", "sessiontype" : "email", "personcontacting" : "Robert Oteri", "eventcontent" : "Emailed Karan and updated. Included Compass instructions on how to manually submit FASAT data using Cockpit if there were any vehicles that needed it." } , { "pk_session" : "t-72870", "eventdate" : "2023-04-18 17:33:19", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Follow Up" } ] } , { "number" : "141", "pk_support" : "22195", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "Jesse called to report Desktop Keyreader not working.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "52070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-04-19 14:27:39", "statusdate" : "2023-04-19 14:39:21", "statuscloseddate" : "2023-04-19 14:39:21", "updated" : "2023-04-20 08:14:32", "agent" : "Robert Oteri", "issue" : "KAI Service set to manual start. KAI URL incorrect.", "resolution" : "Set KAI service to auto. Corrected KAI URL.", "sessions" : [ { "pk_session" : "t-72872", "eventdate" : "2023-04-19 14:27:39", "timeelapsed" : "16", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63614", "eventdate" : "2023-04-19 14:38:27", "timeelapsed" : "0:10:47", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called to report they can not get Desktop Keyreader Plus to function on Advisor PC. Ensured USB Tray application and KAI Uploader were installed. KAI Uploader service was set to manual start. Changed to Auto Start. KAI URL was set incorrectly. Corrected URL. Tested Key Reader and upload." } , { "pk_session" : "t-72873", "eventdate" : "2023-04-19 14:38:59", "timeelapsed" : "11", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "142", "pk_support" : "22195", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "Jesse called to report Desktop Keyreader not working.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "52070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-04-19 14:27:39", "statusdate" : "2023-04-19 14:39:21", "statuscloseddate" : "2023-04-19 14:39:21", "updated" : "2023-04-20 08:14:32", "agent" : "Robert Oteri", "issue" : "KAI Service set to manual start. KAI URL incorrect.", "resolution" : "Set KAI service to auto. Corrected KAI URL.", "sessions" : [ { "pk_session" : "t-72872", "eventdate" : "2023-04-19 14:27:39", "timeelapsed" : "16", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63614", "eventdate" : "2023-04-19 14:38:27", "timeelapsed" : "0:10:47", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called to report they can not get Desktop Keyreader Plus to function on Advisor PC. Ensured USB Tray application and KAI Uploader were installed. KAI Uploader service was set to manual start. Changed to Auto Start. KAI URL was set incorrectly. Corrected URL. Tested Key Reader and upload." } , { "pk_session" : "t-72873", "eventdate" : "2023-04-19 14:38:59", "timeelapsed" : "11", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "143", "pk_support" : "22195", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "Jesse called to report Desktop Keyreader not working.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "52070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-04-19 14:27:39", "statusdate" : "2023-04-19 14:39:21", "statuscloseddate" : "2023-04-19 14:39:21", "updated" : "2023-04-20 08:14:32", "agent" : "Robert Oteri", "issue" : "KAI Service set to manual start. KAI URL incorrect.", "resolution" : "Set KAI service to auto. Corrected KAI URL.", "sessions" : [ { "pk_session" : "t-72872", "eventdate" : "2023-04-19 14:27:39", "timeelapsed" : "16", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63614", "eventdate" : "2023-04-19 14:38:27", "timeelapsed" : "0:10:47", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called to report they can not get Desktop Keyreader Plus to function on Advisor PC. Ensured USB Tray application and KAI Uploader were installed. KAI Uploader service was set to manual start. Changed to Auto Start. KAI URL was set incorrectly. Corrected URL. Tested Key Reader and upload." } , { "pk_session" : "t-72873", "eventdate" : "2023-04-19 14:38:59", "timeelapsed" : "11", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "144", "pk_support" : "22195", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "Jesse called to report Desktop Keyreader not working.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "52070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-04-19 14:27:39", "statusdate" : "2023-04-19 14:39:21", "statuscloseddate" : "2023-04-19 14:39:21", "updated" : "2023-04-20 08:14:32", "agent" : "Robert Oteri", "issue" : "KAI Service set to manual start. KAI URL incorrect.", "resolution" : "Set KAI service to auto. Corrected KAI URL.", "sessions" : [ { "pk_session" : "t-72872", "eventdate" : "2023-04-19 14:27:39", "timeelapsed" : "16", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63614", "eventdate" : "2023-04-19 14:38:27", "timeelapsed" : "0:10:47", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called to report they can not get Desktop Keyreader Plus to function on Advisor PC. Ensured USB Tray application and KAI Uploader were installed. KAI Uploader service was set to manual start. Changed to Auto Start. KAI URL was set incorrectly. Corrected URL. Tested Key Reader and upload." } , { "pk_session" : "t-72873", "eventdate" : "2023-04-19 14:38:59", "timeelapsed" : "11", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "145", "pk_support" : "22195", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "Jesse called to report Desktop Keyreader not working.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "51070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-04-19 14:27:39", "statusdate" : "2023-04-19 14:39:21", "statuscloseddate" : "2023-04-19 14:39:21", "updated" : "2023-04-20 08:14:32", "agent" : "Robert Oteri", "issue" : "KAI Service set to manual start. KAI URL incorrect.", "resolution" : "Set KAI service to auto. Corrected KAI URL.", "sessions" : [ { "pk_session" : "t-72872", "eventdate" : "2023-04-19 14:27:39", "timeelapsed" : "16", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63614", "eventdate" : "2023-04-19 14:38:27", "timeelapsed" : "0:10:47", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called to report they can not get Desktop Keyreader Plus to function on Advisor PC. Ensured USB Tray application and KAI Uploader were installed. KAI Uploader service was set to manual start. Changed to Auto Start. KAI URL was set incorrectly. Corrected URL. Tested Key Reader and upload." } , { "pk_session" : "t-72873", "eventdate" : "2023-04-19 14:38:59", "timeelapsed" : "11", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "146", "pk_support" : "22195", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "Jesse called to report Desktop Keyreader not working.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "51070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-04-19 14:27:39", "statusdate" : "2023-04-19 14:39:21", "statuscloseddate" : "2023-04-19 14:39:21", "updated" : "2023-04-20 08:14:32", "agent" : "Robert Oteri", "issue" : "KAI Service set to manual start. KAI URL incorrect.", "resolution" : "Set KAI service to auto. Corrected KAI URL.", "sessions" : [ { "pk_session" : "t-72872", "eventdate" : "2023-04-19 14:27:39", "timeelapsed" : "16", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63614", "eventdate" : "2023-04-19 14:38:27", "timeelapsed" : "0:10:47", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called to report they can not get Desktop Keyreader Plus to function on Advisor PC. Ensured USB Tray application and KAI Uploader were installed. KAI Uploader service was set to manual start. Changed to Auto Start. KAI URL was set incorrectly. Corrected URL. Tested Key Reader and upload." } , { "pk_session" : "t-72873", "eventdate" : "2023-04-19 14:38:59", "timeelapsed" : "11", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "147", "pk_support" : "22195", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "Jesse called to report Desktop Keyreader not working.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "51070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-04-19 14:27:39", "statusdate" : "2023-04-19 14:39:21", "statuscloseddate" : "2023-04-19 14:39:21", "updated" : "2023-04-20 08:14:32", "agent" : "Robert Oteri", "issue" : "KAI Service set to manual start. KAI URL incorrect.", "resolution" : "Set KAI service to auto. Corrected KAI URL.", "sessions" : [ { "pk_session" : "t-72872", "eventdate" : "2023-04-19 14:27:39", "timeelapsed" : "16", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63614", "eventdate" : "2023-04-19 14:38:27", "timeelapsed" : "0:10:47", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called to report they can not get Desktop Keyreader Plus to function on Advisor PC. Ensured USB Tray application and KAI Uploader were installed. KAI Uploader service was set to manual start. Changed to Auto Start. KAI URL was set incorrectly. Corrected URL. Tested Key Reader and upload." } , { "pk_session" : "t-72873", "eventdate" : "2023-04-19 14:38:59", "timeelapsed" : "11", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "148", "pk_support" : "22195", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "Jesse called to report Desktop Keyreader not working.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "51070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-04-19 14:27:39", "statusdate" : "2023-04-19 14:39:21", "statuscloseddate" : "2023-04-19 14:39:21", "updated" : "2023-04-20 08:14:32", "agent" : "Robert Oteri", "issue" : "KAI Service set to manual start. KAI URL incorrect.", "resolution" : "Set KAI service to auto. Corrected KAI URL.", "sessions" : [ { "pk_session" : "t-72872", "eventdate" : "2023-04-19 14:27:39", "timeelapsed" : "16", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63614", "eventdate" : "2023-04-19 14:38:27", "timeelapsed" : "0:10:47", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called to report they can not get Desktop Keyreader Plus to function on Advisor PC. Ensured USB Tray application and KAI Uploader were installed. KAI Uploader service was set to manual start. Changed to Auto Start. KAI URL was set incorrectly. Corrected URL. Tested Key Reader and upload." } , { "pk_session" : "t-72873", "eventdate" : "2023-04-19 14:38:59", "timeelapsed" : "11", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "149", "pk_support" : "22195", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "Jesse called to report Desktop Keyreader not working.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "52070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-04-19 14:27:39", "statusdate" : "2023-04-19 14:39:21", "statuscloseddate" : "2023-04-19 14:39:21", "updated" : "2023-04-20 08:14:32", "agent" : "Robert Oteri", "issue" : "KAI Service set to manual start. KAI URL incorrect.", "resolution" : "Set KAI service to auto. Corrected KAI URL.", "sessions" : [ { "pk_session" : "t-72872", "eventdate" : "2023-04-19 14:27:39", "timeelapsed" : "16", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63614", "eventdate" : "2023-04-19 14:38:27", "timeelapsed" : "0:10:47", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called to report they can not get Desktop Keyreader Plus to function on Advisor PC. Ensured USB Tray application and KAI Uploader were installed. KAI Uploader service was set to manual start. Changed to Auto Start. KAI URL was set incorrectly. Corrected URL. 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Once key readers were placed more then a meter apart, the key reader functioned properly." } , { "pk_session" : "t-72875", "eventdate" : "2023-04-19 16:35:48", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "162", "pk_support" : "22196", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "Desktop Keyreader Plus stopped working.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "51070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-04-19 16:33:37", "statusdate" : "2023-04-19 16:35:48", "statuscloseddate" : "2023-04-19 16:35:48", "updated" : "2023-04-20 08:14:23", "agent" : "Robert Oteri", "issue" : "2 Key Readers were next to each other.", "resolution" : "Key readers must be at least 1 meter apart", "sessions" : [ { "pk_session" : "t-72874", "eventdate" : "2023-04-19 16:33:37", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63615", "eventdate" : "2023-04-19 16:35:20", "timeelapsed" : "0:01:42", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called and told me his key reader stopped working after we spoke earlier. Troubleshoot issue and found that he had 2 key readers next to each other (within 1 foot). Once key readers were placed more then a meter apart, the key reader functioned properly." } , { "pk_session" : "t-72875", "eventdate" : "2023-04-19 16:35:48", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "163", "pk_support" : "22196", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "Desktop Keyreader Plus stopped working.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "51070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-04-19 16:33:37", "statusdate" : "2023-04-19 16:35:48", "statuscloseddate" : "2023-04-19 16:35:48", "updated" : "2023-04-20 08:14:23", "agent" : "Robert Oteri", "issue" : "2 Key Readers were next to each other.", "resolution" : "Key readers must be at least 1 meter apart", "sessions" : [ { "pk_session" : "t-72874", "eventdate" : "2023-04-19 16:33:37", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63615", "eventdate" : "2023-04-19 16:35:20", "timeelapsed" : "0:01:42", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called and told me his key reader stopped working after we spoke earlier. Troubleshoot issue and found that he had 2 key readers next to each other (within 1 foot). Once key readers were placed more then a meter apart, the key reader functioned properly." } , { "pk_session" : "t-72875", "eventdate" : "2023-04-19 16:35:48", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "164", "pk_support" : "22196", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "Desktop Keyreader Plus stopped working.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "51070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-04-19 16:33:37", "statusdate" : "2023-04-19 16:35:48", "statuscloseddate" : "2023-04-19 16:35:48", "updated" : "2023-04-20 08:14:23", "agent" : "Robert Oteri", "issue" : "2 Key Readers were next to each other.", "resolution" : "Key readers must be at least 1 meter apart", "sessions" : [ { "pk_session" : "t-72874", "eventdate" : "2023-04-19 16:33:37", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63615", "eventdate" : "2023-04-19 16:35:20", "timeelapsed" : "0:01:42", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called and told me his key reader stopped working after we spoke earlier. Troubleshoot issue and found that he had 2 key readers next to each other (within 1 foot). Once key readers were placed more then a meter apart, the key reader functioned properly." } , { "pk_session" : "t-72875", "eventdate" : "2023-04-19 16:35:48", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "165", "pk_support" : "22196", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "Desktop Keyreader Plus stopped working.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "52070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-04-19 16:33:37", "statusdate" : "2023-04-19 16:35:48", "statuscloseddate" : "2023-04-19 16:35:48", "updated" : "2023-04-20 08:14:23", "agent" : "Robert Oteri", "issue" : "2 Key Readers were next to each other.", "resolution" : "Key readers must be at least 1 meter apart", "sessions" : [ { "pk_session" : "t-72874", "eventdate" : "2023-04-19 16:33:37", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63615", "eventdate" : "2023-04-19 16:35:20", "timeelapsed" : "0:01:42", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called and told me his key reader stopped working after we spoke earlier. Troubleshoot issue and found that he had 2 key readers next to each other (within 1 foot). Once key readers were placed more then a meter apart, the key reader functioned properly." } , { "pk_session" : "t-72875", "eventdate" : "2023-04-19 16:35:48", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "166", "pk_support" : "22196", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "Desktop Keyreader Plus stopped working.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "52070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-04-19 16:33:37", "statusdate" : "2023-04-19 16:35:48", "statuscloseddate" : "2023-04-19 16:35:48", "updated" : "2023-04-20 08:14:23", "agent" : "Robert Oteri", "issue" : "2 Key Readers were next to each other.", "resolution" : "Key readers must be at least 1 meter apart", "sessions" : [ { "pk_session" : "t-72874", "eventdate" : "2023-04-19 16:33:37", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63615", "eventdate" : "2023-04-19 16:35:20", "timeelapsed" : "0:01:42", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called and told me his key reader stopped working after we spoke earlier. Troubleshoot issue and found that he had 2 key readers next to each other (within 1 foot). Once key readers were placed more then a meter apart, the key reader functioned properly." } , { "pk_session" : "t-72875", "eventdate" : "2023-04-19 16:35:48", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "167", "pk_support" : "22196", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "Desktop Keyreader Plus stopped working.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "52070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-04-19 16:33:37", "statusdate" : "2023-04-19 16:35:48", "statuscloseddate" : "2023-04-19 16:35:48", "updated" : "2023-04-20 08:14:23", "agent" : "Robert Oteri", "issue" : "2 Key Readers were next to each other.", "resolution" : "Key readers must be at least 1 meter apart", "sessions" : [ { "pk_session" : "t-72874", "eventdate" : "2023-04-19 16:33:37", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63615", "eventdate" : "2023-04-19 16:35:20", "timeelapsed" : "0:01:42", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called and told me his key reader stopped working after we spoke earlier. Troubleshoot issue and found that he had 2 key readers next to each other (within 1 foot). Once key readers were placed more then a meter apart, the key reader functioned properly." } , { "pk_session" : "t-72875", "eventdate" : "2023-04-19 16:35:48", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "168", "pk_support" : "22196", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "Desktop Keyreader Plus stopped working.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "52070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-04-19 16:33:37", "statusdate" : "2023-04-19 16:35:48", "statuscloseddate" : "2023-04-19 16:35:48", "updated" : "2023-04-20 08:14:23", "agent" : "Robert Oteri", "issue" : "2 Key Readers were next to each other.", "resolution" : "Key readers must be at least 1 meter apart", "sessions" : [ { "pk_session" : "t-72874", "eventdate" : "2023-04-19 16:33:37", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63615", "eventdate" : "2023-04-19 16:35:20", "timeelapsed" : "0:01:42", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called and told me his key reader stopped working after we spoke earlier. Troubleshoot issue and found that he had 2 key readers next to each other (within 1 foot). Once key readers were placed more then a meter apart, the key reader functioned properly." } , { "pk_session" : "t-72875", "eventdate" : "2023-04-19 16:35:48", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "169", "pk_support" : "22196", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "Desktop Keyreader Plus stopped working.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "51070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-04-19 16:33:37", "statusdate" : "2023-04-19 16:35:48", "statuscloseddate" : "2023-04-19 16:35:48", "updated" : "2023-04-20 08:14:23", "agent" : "Robert Oteri", "issue" : "2 Key Readers were next to each other.", "resolution" : "Key readers must be at least 1 meter apart", "sessions" : [ { "pk_session" : "t-72874", "eventdate" : "2023-04-19 16:33:37", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63615", "eventdate" : "2023-04-19 16:35:20", "timeelapsed" : "0:01:42", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called and told me his key reader stopped working after we spoke earlier. Troubleshoot issue and found that he had 2 key readers next to each other (within 1 foot). Once key readers were placed more then a meter apart, the key reader functioned properly." } , { "pk_session" : "t-72875", "eventdate" : "2023-04-19 16:35:48", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "170", "pk_support" : "22196", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "Desktop Keyreader Plus stopped working.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "51070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-04-19 16:33:37", "statusdate" : "2023-04-19 16:35:48", "statuscloseddate" : "2023-04-19 16:35:48", "updated" : "2023-04-20 08:14:23", "agent" : "Robert Oteri", "issue" : "2 Key Readers were next to each other.", "resolution" : "Key readers must be at least 1 meter apart", "sessions" : [ { "pk_session" : "t-72874", "eventdate" : "2023-04-19 16:33:37", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63615", "eventdate" : "2023-04-19 16:35:20", "timeelapsed" : "0:01:42", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called and told me his key reader stopped working after we spoke earlier. Troubleshoot issue and found that he had 2 key readers next to each other (within 1 foot). Once key readers were placed more then a meter apart, the key reader functioned properly." } , { "pk_session" : "t-72875", "eventdate" : "2023-04-19 16:35:48", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "171", "pk_support" : "22196", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "Desktop Keyreader Plus stopped working.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "51070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-04-19 16:33:37", "statusdate" : "2023-04-19 16:35:48", "statuscloseddate" : "2023-04-19 16:35:48", "updated" : "2023-04-20 08:14:23", "agent" : "Robert Oteri", "issue" : "2 Key Readers were next to each other.", "resolution" : "Key readers must be at least 1 meter apart", "sessions" : [ { "pk_session" : "t-72874", "eventdate" : "2023-04-19 16:33:37", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63615", "eventdate" : "2023-04-19 16:35:20", "timeelapsed" : "0:01:42", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called and told me his key reader stopped working after we spoke earlier. Troubleshoot issue and found that he had 2 key readers next to each other (within 1 foot). Once key readers were placed more then a meter apart, the key reader functioned properly." } , { "pk_session" : "t-72875", "eventdate" : "2023-04-19 16:35:48", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "172", "pk_support" : "22196", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "Desktop Keyreader Plus stopped working.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "51070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-04-19 16:33:37", "statusdate" : "2023-04-19 16:35:48", "statuscloseddate" : "2023-04-19 16:35:48", "updated" : "2023-04-20 08:14:23", "agent" : "Robert Oteri", "issue" : "2 Key Readers were next to each other.", "resolution" : "Key readers must be at least 1 meter apart", "sessions" : [ { "pk_session" : "t-72874", "eventdate" : "2023-04-19 16:33:37", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63615", "eventdate" : "2023-04-19 16:35:20", "timeelapsed" : "0:01:42", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called and told me his key reader stopped working after we spoke earlier. Troubleshoot issue and found that he had 2 key readers next to each other (within 1 foot). Once key readers were placed more then a meter apart, the key reader functioned properly." } , { "pk_session" : "t-72875", "eventdate" : "2023-04-19 16:35:48", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "173", "pk_support" : "22197", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support SS not accessible", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of North Pittsburgh-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Mike Cartney", "phone" : "", "email" : "", "mobile" : "", "created" : "2023-04-20 10:06:46", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-11-30 16:25:10", "agent" : "Stan Pascua", "issue" : "SS not accessible power outage", "resolution" : "Disconnected Shared drive and reconfigured Shared drive. Connectivity restored", "sessions" : [ { "pk_session" : "t-72878", "eventdate" : "2023-04-20 10:06:46", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63617", "eventdate" : "2023-04-20 10:07:16", "timeelapsed" : "0:00:30", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call SS not accessible" } , { "pk_session" : "c-63618", "eventdate" : "2023-04-20 10:08:18", "timeelapsed" : "0:01:31", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS updated IPS and cleared 194 GB of old files. connectivity restored after the reconnected shared drive." } , { "pk_session" : "t-72879", "eventdate" : "2023-04-20 10:08:20", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72880", "eventdate" : "2023-04-20 10:08:32", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "174", "pk_support" : "22198", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support SS not accessible", "priority" : "2", "status" : "closed", "location" : "MAX BMW Motorcycles-CT Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Brianna Ruocco", "phone" : "203 740 1270", "email" : "Brianna@maxbmw.com", "mobile" : "203-297-5600", "created" : "2023-04-21 14:47:01", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-04-21 14:49:43", "agent" : "Stan Pascua", "issue" : "SS not accessible. Note devices are on Windows 11", "resolution" : "IP of the SS was configured to DHCP. reconfigured to a Static IP 10.194.100.28 connectivity restored", "sessions" : [ { "pk_session" : "t-72881", "eventdate" : "2023-04-21 14:47:01", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63619", "eventdate" : "2023-04-21 14:47:36", "timeelapsed" : "0:00:34", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "Received an email from Brianna SS not accessible" } , { "pk_session" : "c-63620", "eventdate" : "2023-04-21 14:49:07", "timeelapsed" : "0:02:05", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to shop PC and remote desktop to 10.194.100.28 device had a DHCP IP address reconfigured to a Static IP connectivity restored and ISPI Files are in the queue" } , { "pk_session" : "t-72882", "eventdate" : "2023-04-21 14:49:43", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "175", "pk_support" : "22199", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support SS not accessible", "priority" : "2", "status" : "closed", "location" : "Dennis Dillion Power Sports (Big Twin BMW)-Motorcycle Shop", "ounum" : "", "agcode" : "47692", "nacode" : "", "canum" : "", "contact" : "Ethan Cranshaw", "phone" : "208-343-2830", "email" : "", "mobile" : "808-675-6523", "created" : "2023-04-21 14:57:13", "statusdate" : "2023-04-21 21:55:24", "statuscloseddate" : "2023-04-21 21:55:24", "updated" : "2023-04-21 21:55:24", "agent" : "Stan Pascua", "issue" : "SS is on 10.12.3.xxx subnet Shop PC in on 10.12.0.xxx subnet", "resolution" : "Device are on the same subnet", "sessions" : [ { "pk_session" : "t-72883", "eventdate" : "2023-04-21 14:57:13", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63621", "eventdate" : "2023-04-21 15:01:33", "timeelapsed" : "0:04:18", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a call SS not accessible devices are different subnet" } , { "pk_session" : "c-63622", "eventdate" : "2023-04-21 15:03:10", "timeelapsed" : "0:05:55", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged to both SS and Shop PC devices are on different subnet. SS 10.12.3.218 Shop PC 10.12.0.166. escalated to their IT staff" } , { "pk_session" : "t-72884", "eventdate" : "2023-04-21 15:03:12", "timeelapsed" : "40", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72885", "eventdate" : "2023-04-21 15:03:23", "timeelapsed" : "6", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "176", "pk_support" : "22200", "platform" : "BMW North America", "topic" : "KAI", "brief_description" : "KAI failed", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars New England-Rolls Royce Center (Herb Chambers)", "ounum" : "50660", "agcode" : "50660", "nacode" : "", "canum" : "", "contact" : "Gary Richards", "phone" : "508-401-2700", "email" : "grichards@rrmc-newengland.com", "mobile" : "401-339-7475", "created" : "2023-04-24 09:08:06", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-04-24 09:09:45", "agent" : "Stan Pascua", "issue" : "KAI Failed", "resolution" : "started KAI services", "sessions" : [ { "pk_session" : "t-72886", "eventdate" : "2023-04-24 09:08:06", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63623", "eventdate" : "2023-04-24 09:08:35", "timeelapsed" : "0:00:28", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Gary called KAI check failed" } , { "pk_session" : "c-63624", "eventdate" : "2023-04-24 09:09:29", "timeelapsed" : "0:01:22", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISPAHUB started KAI services, KAI check OK" } , { "pk_session" : "t-72887", "eventdate" : "2023-04-24 09:09:31", "timeelapsed" : "5", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72888", "eventdate" : "2023-04-24 09:09:45", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "177", "pk_support" : "22201", "platform" : "BMW North America", "topic" : "NAS", "brief_description" : "NAS can't be mapped", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Jordan Lombard", "phone" : "", "email" : "", "mobile" : "973-902-5518", "created" : "2023-04-24 11:25:06", "statusdate" : "2023-06-07 10:15:52", "statuscloseddate" : "2023-06-07 10:15:52", "updated" : "2023-06-07 10:15:52", "agent" : "Joe Raymond", "issue" : "System OS in a degraded state.", "resolution" : "Ran recovery, ran file system check. Rebooted NAS and did firmware update. Rebooted and now it can be mapped. They found the new NAS shipped in 2020 and put it on network. Did firmware and software updates. Set up synchronization after NAS downloads new ", "sessions" : [ { "pk_session" : "t-72889", "eventdate" : "2023-04-24 11:25:06", "timeelapsed" : "4", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63625", "eventdate" : "2023-04-24 11:25:28", "timeelapsed" : "0:00:21", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "NAS can't be mapped." } ] } , { "number" : "178", "pk_support" : "22202", "platform" : "BMW North America", "topic" : "ISPA", "brief_description" : "ISPANEXT Failed to open", "priority" : "2", "status" : "closed", "location" : "RRMC Naples-Rolls Royce Center", "ounum" : "50650", "agcode" : "50650", "nacode" : "50650", "canum" : "", "contact" : "Taylor Reidel", "phone" : "239-280-5108", "email" : "treidel@jaguarnaples.com", "mobile" : "239-659-6751", "created" : "2023-04-24 15:44:46", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-04-24 15:46:59", "agent" : "Stan Pascua", "issue" : "ISPANEXT failed to open. ISPI Admin Client corrupt uninstalled and re-installed registered ", "resolution" : "re-installed ISPI Admin Client and KAI uploader services", "sessions" : [ { "pk_session" : "t-72890", "eventdate" : "2023-04-24 15:44:46", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63626", "eventdate" : "2023-04-24 15:45:29", "timeelapsed" : "0:00:42", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Spoke with Taylor one of their PC ISPANEXT cannot read keys" } , { "pk_session" : "c-63627", "eventdate" : "2023-04-24 15:46:39", "timeelapsed" : "0:01:52", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Remote access to PC ISPI Admin Client corrupt. Uninstalled and re-installed registered and re-install KAY Uploader service. Able to read Key" } , { "pk_session" : "t-72891", "eventdate" : "2023-04-24 15:46:41", "timeelapsed" : "40", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72892", "eventdate" : "2023-04-24 15:46:59", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "179", "pk_support" : "22203", "platform" : "BMW Motorrad USA", "topic" : "RDC Tool", "brief_description" : "RDC Tool locked", "priority" : "2", "status" : "closed", "location" : "Street Cycles Inc-Motorcycle Shop", "ounum" : "", "agcode" : "68407", "nacode" : "", "canum" : "", "contact" : "Bill Aronson.", "phone" : "207-781-4763", "email" : "service@streetcycles.com", "mobile" : "", "created" : "2023-04-25 14:45:25", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-04-25 14:46:50", "agent" : "Stan Pascua", "issue" : "RDC Tool locked.", "resolution" : "Opened the USB Tray tool firmware updated RDC Tool OK", "sessions" : [ { "pk_session" : "t-72893", "eventdate" : "2023-04-25 14:45:25", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63628", "eventdate" : "2023-04-25 14:45:51", "timeelapsed" : "0:00:25", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call RDC Tool is locked" } , { "pk_session" : "t-72894", "eventdate" : "2023-04-25 14:46:41", "timeelapsed" : "5", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72895", "eventdate" : "2023-04-25 14:46:50", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "180", "pk_support" : "22204", "platform" : "BMW Motorrad USA", "topic" : "ISTA/P", "brief_description" : "ISTA/P does not detect the ICOM", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Justin Roberts", "phone" : "828-255-6600", "email" : "", "mobile" : "828-329-6882", "created" : "2023-04-26 08:28:52", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Stan Pascua", "issue" : "ISTA/P does not detect the ICOM", "resolution" : "Configured the ICOM to ISPI-NEXT and configured for DHCP connection established", "sessions" : [ { "pk_session" : "t-72896", "eventdate" : "2023-04-26 08:28:52", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63629", "eventdate" : "2023-04-26 08:29:34", "timeelapsed" : "0:00:41", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Justin texted ICOM not detected by ISTA/P" } , { "pk_session" : "t-72897", "eventdate" : "2023-04-26 08:30:50", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } ] } , { "number" : "181", "pk_support" : "22205", "platform" : "", "topic" : "ISPA Hub Hardware Failure", "brief_description" : "Toshiba drive failed.", "priority" : "2", "status" : "closed", "location" : "New Country BMW-Main Dealership", "ounum" : "2017301", "agcode" : "20173", "nacode" : "20173", "canum" : "", "contact" : "Joe Gladue (BMW)", "phone" : "860-278-2000", "email" : "jgladue@newcountry.com", "mobile" : "", "created" : "2023-04-26 10:22:15", "statusdate" : "2023-04-27 17:52:41", "statuscloseddate" : "2023-04-27 17:52:41", "updated" : "2023-04-27 17:52:41", "agent" : "Robert Oteri", "issue" : "Hardware failure.", "resolution" : "Drive was recovered by RAID controller. Will ship replacement drive with rebuild instructions.", "sessions" : [ { "pk_session" : "t-72898", "eventdate" : "2023-04-26 10:22:15", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63630", "eventdate" : "2023-04-26 10:24:37", "timeelapsed" : "0:02:21", "sessiontype" : "email", "personcontacting" : "Robert Oteri", "eventcontent" : "Rick Doran forwarded an email from Joe Gladue regarding a hardware failure on a ISPA Hub. Called Joe; the drive was recovered by the RAID controller. Logged into Hub and checked status. Updated Admin Client and checked Intel RAID controller. Will have JR send a replacement drive for the Toshiba with rebuild instructions." } , { "pk_session" : "t-72899", "eventdate" : "2023-04-26 10:25:29", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63638", "eventdate" : "2023-04-27 17:52:35", "timeelapsed" : "0:08:22", "sessiontype" : "email", "personcontacting" : "Robert Oteri", "eventcontent" : "Sent JR reminder email to send replacement drive." } , { "pk_session" : "t-72909", "eventdate" : "2023-04-27 17:52:41", "timeelapsed" : "8", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "182", "pk_support" : "22206", "platform" : "BMW Motorrad USA", "topic" : "IMIBNEXT", "brief_description" : "IMIBNEXT support", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Sanford-Motorcycle Shop", "ounum" : "", "agcode" : "50170", "nacode" : "50170", "canum" : "", "contact" : "Nate Stickney", "phone" : "407-443-7305", "email" : "natestickney@gmail.com", "mobile" : "", "created" : "2023-04-26 15:48:32", "statusdate" : "2023-05-04 06:41:43", "statuscloseddate" : "2023-05-04 06:41:43", "updated" : "2023-05-04 06:41:43", "agent" : "Stan Pascua", "issue" : "IMIBNEXT support. RDC Tool support USB Tray tool does not detect RDC Tool", "resolution" : "IMIB MA software installed and configured. USB Tray Tool installed", "sessions" : [ { "pk_session" : "t-72900", "eventdate" : "2023-04-26 15:48:32", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63631", "eventdate" : "2023-04-26 15:49:08", "timeelapsed" : "0:00:34", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Larry called needs IMIB MA software installed." } , { "pk_session" : "c-63632", "eventdate" : "2023-04-26 15:50:17", "timeelapsed" : "0:01:43", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to GETAC installed IMIB MA software and USB Tray Tool. RDC Tool not detected recommend he creates a ticket." } , { "pk_session" : "t-72901", "eventdate" : "2023-04-26 15:50:28", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72930", "eventdate" : "2023-05-04 06:41:43", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "183", "pk_support" : "22207", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISTA filed to update", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Fernando Salazar", "phone" : "", "email" : "fernando.salazar@maseratimexico.com", "mobile" : "52 56-1396-1359", "created" : "2023-04-27 11:35:09", "statusdate" : "2023-04-28 14:22:03", "statuscloseddate" : "2023-04-28 14:22:03", "updated" : "2023-04-28 14:22:03", "agent" : "Stan Pascua", "issue" : "ISTA failed to update. repair failed.", "resolution" : "ran repair of STA cleared 574 GB of old files.", "sessions" : [ { "pk_session" : "t-72902", "eventdate" : "2023-04-27 11:35:09", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63633", "eventdate" : "2023-04-27 11:35:45", "timeelapsed" : "0:00:35", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call regarding ISTA failed to update" } , { "pk_session" : "c-63634", "eventdate" : "2023-04-27 11:36:40", "timeelapsed" : "0:01:30", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to the GETAC cleared 574 GB of old files through Package Management. Started ISTA repair." } , { "pk_session" : "t-72903", "eventdate" : "2023-04-27 11:36:41", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63637", "eventdate" : "2023-04-27 16:30:25", "timeelapsed" : "0:01:55", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "ISTA repair failed 4 files failed SDP-4.40.12, 4.40.20. 4.40.40 and 4.40.50.Checksum files are a match. Uninstalled ISTA and ISTA Launcher. reinstalled ISTA Launcher then initiated ISTA install" } , { "pk_session" : "t-72907", "eventdate" : "2023-04-27 16:30:28", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72908", "eventdate" : "2023-04-27 16:30:44", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "184", "pk_support" : "22208", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support setup SS after hard drive replaced.", "priority" : "2", "status" : "closed", "location" : "Gold Coast BMW Motorcycles of New Hyde Park-Main Dealership", "ounum" : "", "agcode" : "51835", "nacode" : "51835", "canum" : "", "contact" : "Jimmy Reda", "phone" : "516-352-7474", "email" : "jimmy@goldcoast-motorsports.com", "mobile" : "", "created" : "2023-04-27 12:07:46", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-05-16 10:33:49", "agent" : "Stan Pascua", "issue" : "setup SS after hard drive was replaced.", "resolution" : "configured SS IPS, setup ISPINEXT/Downloads folder, DATA folder and configured ISPI Admin Client as the download device. Installed IPS", "sessions" : [ { "pk_session" : "t-72904", "eventdate" : "2023-04-27 12:07:46", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63635", "eventdate" : "2023-04-27 12:08:19", "timeelapsed" : "0:00:27", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Jimmy called SS hard drive has been replaced" } , { "pk_session" : "c-63636", "eventdate" : "2023-04-27 12:09:25", "timeelapsed" : "0:01:33", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS TV 1756304146 Configured as Download device installed IPS. ISPI Files are in the download queue" } , { "pk_session" : "t-72905", "eventdate" : "2023-04-27 12:09:28", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72906", "eventdate" : "2023-04-27 12:09:40", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72974", "eventdate" : "2023-05-16 10:33:49", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "185", "pk_support" : "22209", "platform" : "", "topic" : "Key Reader", "brief_description" : "Desktop Keyreader Plus not working - new install", "priority" : "2", "status" : "closed", "location" : "BMW of Minnetonka-Main Dealership", "ounum" : "5317101", "agcode" : "53171", "nacode" : "53171", "canum" : "", "contact" : "Jon Bittner", "phone" : "", "email" : "JBittner@carouselmotor.com", "mobile" : "612-685-8633", "created" : "2023-04-28 14:09:38", "statusdate" : "2023-04-28 14:13:36", "statuscloseddate" : "2023-04-28 14:13:36", "updated" : "2023-04-28 14:13:36", "agent" : "Robert Oteri", "issue" : "KAI Uploader not installed.", "resolution" : "Installed and configured uploader.", "sessions" : [ { "pk_session" : "t-72910", "eventdate" : "2023-04-28 14:09:38", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63639", "eventdate" : "2023-04-28 14:10:19", "timeelapsed" : "0:00:40", "sessiontype" : "email", "personcontacting" : "Robert Oteri", "eventcontent" : "Jon emailed asking for help with a new install of Desktop Keyreader Plus. Scheduled call to troubleshoot." } , { "pk_session" : "c-63640", "eventdate" : "2023-04-28 14:12:38", "timeelapsed" : "0:03:00", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Called Jon and started Zoom remote session on a new laptop and Keyreader. KAI Uploader not installed - Jon was under the impression KAI was not required for new Keyreaders. Assisted with KAI install and config. Tested key read - success." } , { "pk_session" : "t-72911", "eventdate" : "2023-04-28 14:13:08", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } ] } , { "number" : "186", "pk_support" : "22210", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support setup ISPI device", "priority" : "2", "status" : "closed", "location" : "San Diego Police Department-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Eddie Endo", "phone" : "", "email" : "EEndo@sandiego.gov", "mobile" : "", "created" : "2023-04-28 14:24:27", "statusdate" : "2023-05-25 07:56:28", "statuscloseddate" : "2023-05-25 07:56:28", "updated" : "2023-05-25 07:56:28", "agent" : "Stan Pascua", "issue" : "Setup ISPI device", "resolution" : "device registered and configured Software are in the Download queue", "sessions" : [ { "pk_session" : "t-72912", "eventdate" : "2023-04-28 14:24:27", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63641", "eventdate" : "2023-04-28 14:26:01", "timeelapsed" : "0:01:33", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Rupert called 619-926-2243 their PC is ready for setup. NOTE: They currently only have one device " } , { "pk_session" : "t-72913", "eventdate" : "2023-04-28 14:27:21", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "setup ISPI PC" } , { "pk_session" : "t-72914", "eventdate" : "2023-04-28 14:27:58", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63699", "eventdate" : "2023-05-24 15:21:15", "timeelapsed" : "0:00:55", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Worked with Rupert SS and Shop PC setup waiting for the ISPI File download to finish." } , { "pk_session" : "t-73012", "eventdate" : "2023-05-24 15:21:16", "timeelapsed" : "40", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "setup ISPI PC" } , { "pk_session" : "t-73013", "eventdate" : "2023-05-24 15:21:37", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "187", "pk_support" : "22211", "platform" : "BMW Motorrad USA", "topic" : "ICOM", "brief_description" : "ICOM configuration", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Justin Roberts", "phone" : "828-255-6600", "email" : "", "mobile" : "828-329-6882", "created" : "2023-05-02 10:39:53", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-05-02 10:41:16", "agent" : "Stan Pascua", "issue" : "ICOM configuration", "resolution" : "ICOM firmware updated and configured", "sessions" : [ { "pk_session" : "t-72915", "eventdate" : "2023-05-02 10:39:53", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63642", "eventdate" : "2023-05-02 10:40:26", "timeelapsed" : "0:00:31", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Justin called received anew ICOMNEXT needs to configure" } , { "pk_session" : "c-63643", "eventdate" : "2023-05-02 10:41:03", "timeelapsed" : "0:01:08", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC updated ICOM Firmware and configured" } , { "pk_session" : "t-72916", "eventdate" : "2023-05-02 10:41:05", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72917", "eventdate" : "2023-05-02 10:41:16", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "188", "pk_support" : "22212", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "Key reader error no voltage or key reader detected", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Atlanta-Rolls Royce Center", "ounum" : "45171", "agcode" : "45171", "nacode" : "", "canum" : "", "contact" : "Richard Stegall", "phone" : "678-313-1797", "email" : "rstegall1@me.com", "mobile" : "", "created" : "2023-05-02 10:43:19", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-05-02 10:45:06", "agent" : "Stan Pascua", "issue" : "Key reader error no voltage and no Key reader detected", "resolution" : "Sent an email to check USB Tray Tool is running. That's fix the issue", "sessions" : [ { "pk_session" : "t-72918", "eventdate" : "2023-05-02 10:43:19", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63644", "eventdate" : "2023-05-02 10:45:04", "timeelapsed" : "0:01:44", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "received an email from Rich, Key reader no voltage and No Key reader detected. responded check the USB ray tool if it's running and sent him the Desktop Key reader documentation" } , { "pk_session" : "t-72919", "eventdate" : "2023-05-02 10:45:06", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "189", "pk_support" : "22213", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "Keyreader not working", "priority" : "2", "status" : "closed", "location" : "Park Shore BMW-Park Shore BMW Main Office", "ounum" : "", "agcode" : "09305", "nacode" : "", "canum" : "10116", "contact" : "Mike Warner", "phone" : "604-985-9344", "email" : "mike_warner@parkshorebmw.com", "mobile" : "", "created" : "2023-05-02 10:54:46", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "Blue Huf keyreader, not showing up in systray. Application lost its driver", "resolution" : "Updated driver, checked function. Keyreader now working properly", "sessions" : [ { "pk_session" : "t-72920", "eventdate" : "2023-05-02 10:54:46", "timeelapsed" : "31", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "190", "pk_support" : "22214", "platform" : "BMW Motorrad USA", "topic" : "ICOM", "brief_description" : "ICOM configuration", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Tiffani Leary", "phone" : "765-387-9780", "email" : "tiffani@frontlineeurports.com", "mobile" : "765-251-1351", "created" : "2023-05-02 14:34:02", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-05-02 14:36:00", "agent" : "Stan Pascua", "issue" : "ICOM configuration", "resolution" : "ICOM firmware updated and configured", "sessions" : [ { "pk_session" : "t-72921", "eventdate" : "2023-05-02 14:34:02", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63645", "eventdate" : "2023-05-02 14:35:05", "timeelapsed" : "0:01:02", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Tiff called received a ICOM NEXT needs to be configured" } , { "pk_session" : "c-63646", "eventdate" : "2023-05-02 14:35:45", "timeelapsed" : "0:01:42", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC updated Firmware and configured the ICOM" } , { "pk_session" : "t-72922", "eventdate" : "2023-05-02 14:35:47", "timeelapsed" : "5", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72923", "eventdate" : "2023-05-02 14:36:00", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "191", "pk_support" : "22215", "platform" : "BMW Motorrad USA", "topic" : "ISSS/NEXT OS Corrupt", "brief_description" : "ISSSNEXT OS frozen File explorer failed to open. ISPI Admin client failed to open", "priority" : "2", "status" : "closed", "location" : "Garcia Moto (Capitol BMW)-Motorcycle Shop", "ounum" : "", "agcode" : "25164", "nacode" : "", "canum" : "", "contact" : "Gene Piscitelli", "phone" : "", "email" : "gene@garciamoto.com", "mobile" : "", "created" : "2023-05-02 14:39:38", "statusdate" : "2023-05-05 06:23:41", "statuscloseddate" : "2023-05-05 06:23:41", "updated" : "2023-05-05 06:23:41", "agent" : "Stan Pascua", "issue" : "ISSSNEXT Windows OS corrupt", "resolution" : "HP G6 on order. HP G6 shipped. Was able to recover ISSNEXT ", "sessions" : [ { "pk_session" : "t-72924", "eventdate" : "2023-05-02 14:39:38", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63647", "eventdate" : "2023-05-02 14:40:17", "timeelapsed" : "0:00:35", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Scott called Shop PC ISTA failed to open. " } , { "pk_session" : "c-63648", "eventdate" : "2023-05-02 14:42:07", "timeelapsed" : "0:02:25", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC Windows OS corrupt, file explorer will not access the Shared drive and file transfer does not detect the drive. ISPI Admin client corrupt will not open. They have aG6 on order." } , { "pk_session" : "t-72925", "eventdate" : "2023-05-02 14:42:11", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72926", "eventdate" : "2023-05-02 14:42:23", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72935", "eventdate" : "2023-05-05 06:23:41", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "192", "pk_support" : "22216", "platform" : "BMW Motorrad USA", "topic" : "ISTA/P", "brief_description" : "ISTA/P does not detect an ICOM", "priority" : "2", "status" : "closed", "location" : "Sturgis Motorsports-Motorcycle Shop", "ounum" : "", "agcode" : "95778", "nacode" : "", "canum" : "", "contact" : "Brandon Walker", "phone" : "605-347-2636", "email" : "sturgisbmw@rushmore.com", "mobile" : "", "created" : "2023-05-03 11:29:41", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-05-04 20:05:22", "agent" : "Stan Pascua", "issue" : "ISTA/P does not detect an ICOM", "resolution" : "Configured ICOM to ISPI-NEXT. Windows updates installed", "sessions" : [ { "pk_session" : "t-72927", "eventdate" : "2023-05-03 11:29:41", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63649", "eventdate" : "2023-05-03 11:30:10", "timeelapsed" : "0:00:27", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Jay called ISTA/P does not detect an ICOM" } , { "pk_session" : "c-63650", "eventdate" : "2023-05-03 11:31:00", "timeelapsed" : "0:01:18", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC windows updates installed and configured ICOM to ISPI-NEXT. ISTA/P detects the ICOM" } , { "pk_session" : "t-72928", "eventdate" : "2023-05-03 11:31:01", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72929", "eventdate" : "2023-05-03 11:31:31", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72934", "eventdate" : "2023-05-04 20:05:22", "timeelapsed" : "378", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "193", "pk_support" : "22217", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISTA low disk space", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Nashville-Rolls-Royce Motor Cars Nashville", "ounum" : "", "agcode" : "37168", "nacode" : "", "canum" : "", "contact" : "Tanner Mashburn", "phone" : "615-261-7337", "email" : "media@musiccitymotorcars.com", "mobile" : "", "created" : "2023-05-04 08:25:05", "statusdate" : "2023-05-05 06:20:13", "statuscloseddate" : "2023-05-05 06:20:13", "updated" : "2023-05-05 06:20:13", "agent" : "Stan Pascua", "issue" : "ISTA low disk space", "resolution" : "ISTA 4.41.10 installed", "sessions" : [ { "pk_session" : "t-72931", "eventdate" : "2023-05-04 08:25:05", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72932", "eventdate" : "2023-05-04 09:14:03", "timeelapsed" : "49", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63651", "eventdate" : "2023-05-04 13:45:00", "timeelapsed" : "0:00:46", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Shawn called ISTA failed to update low disk space" } , { "pk_session" : "c-63652", "eventdate" : "2023-05-04 13:46:34", "timeelapsed" : "0:02:19", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to G1 278 GB free. Uninstalled ISTA error no data files. discovered scratch install you cannot install 4.41.10. You need the full package" } , { "pk_session" : "t-72933", "eventdate" : "2023-05-04 13:46:39", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63653", "eventdate" : "2023-05-05 06:21:55", "timeelapsed" : "0:01:41", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "ISTA 4.41.10 installed had to install diagnostic software then programming software" } ] } , { "number" : "194", "pk_support" : "22218", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA failed update DELTA-DATA_4.41 en-GB", "priority" : "2", "status" : "closed", "location" : "MAX BMW Motorcycles-NH Motorcycle Shop", "ounum" : "", "agcode" : "26121", "nacode" : "", "canum" : "", "contact" : "Joe Warner", "phone" : "603 964 2877", "email" : "Joe@maxbmw.com", "mobile" : "", "created" : "2023-05-05 09:08:18", "statusdate" : "2023-05-11 06:05:40", "statuscloseddate" : "2023-05-11 06:05:40", "updated" : "2023-05-11 06:05:40", "agent" : "Stan Pascua", "issue" : "ISTA Update failed", "resolution" : "Closed ISTA update then check for Software update en-GB installing", "sessions" : [ { "pk_session" : "t-72936", "eventdate" : "2023-05-05 09:08:18", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63654", "eventdate" : "2023-05-05 09:08:53", "timeelapsed" : "0:00:33", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "Received an email from Joe ISTA update failed" } , { "pk_session" : "c-63655", "eventdate" : "2023-05-05 09:09:42", "timeelapsed" : "0:01:23", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC closed the update, then checked for update. en-DB is installing" } , { "pk_session" : "t-72937", "eventdate" : "2023-05-05 09:09:44", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "troubleshoot and ISTA install" } , { "pk_session" : "t-72938", "eventdate" : "2023-05-05 09:10:03", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "195", "pk_support" : "22219", "platform" : "", "topic" : "ISTA", "brief_description" : "Fresh ISTA install issues", "priority" : "2", "status" : "closed", "location" : "BMW of Greenwich-Main Dealership", "ounum" : "3041301", "agcode" : "30413", "nacode" : "30413", "canum" : "", "contact" : "Dan Parisi", "phone" : "203-940-9795", "email" : "DParisi@penskeautomotive.com", "mobile" : "", "created" : "2023-05-05 11:32:27", "statusdate" : "2023-05-05 11:44:51", "statuscloseddate" : "2023-05-05 11:44:51", "updated" : "2023-05-05 11:44:51", "agent" : "Robert Oteri", "issue" : "Update 4.10.1x update affecting fresh installs.", "resolution" : "Moved update files to temp directory and began fresh install. Advised Dan to move files back after install completes.", "sessions" : [ { "pk_session" : "t-72939", "eventdate" : "2023-05-05 11:32:27", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63656", "eventdate" : "2023-05-05 11:42:38", "timeelapsed" : "0:10:10", "sessiontype" : "email", "personcontacting" : "Robert Oteri", "eventcontent" : "Dan emailed and asked for assistance with an ISTA install on a new machine that he is getting an error on." } , { "pk_session" : "c-63657", "eventdate" : "2023-05-05 11:43:50", "timeelapsed" : "0:11:22", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Called Dan and got remote access to the machine. I moved the recent update files to a temp folder on the NAS and explained the problem to him. I told him to move the files back to the Downloads folder once the fresh install was complete." } , { "pk_session" : "t-72940", "eventdate" : "2023-05-05 11:44:51", "timeelapsed" : "12", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "196", "pk_support" : "22220", "platform" : "BMW North America", "topic" : "ICOM", "brief_description" : "New ICOM Setup", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "52070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-05-05 14:19:17", "statusdate" : "2023-05-05 16:39:33", "statuscloseddate" : "2023-05-05 16:39:33", "updated" : "2023-05-05 16:39:46", "agent" : "Robert Oteri", "issue" : "", "resolution" : "Showed Jesse how to update firmware and set up new ICOM.", "sessions" : [ { "pk_session" : "c-63658", "eventdate" : "2023-05-05 16:39:00", "timeelapsed" : "2:19:42", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called for help setting up a new ICOM device. Started a remote session on ISSSNext3 and showed him how to update firmware and configure a new ICOM." } , { "pk_session" : "t-72941", "eventdate" : "2023-05-05 16:39:33", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "197", "pk_support" : "22220", "platform" : "BMW North America", "topic" : "ICOM", "brief_description" : "New ICOM Setup", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "52070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-05-05 14:19:17", "statusdate" : "2023-05-05 16:39:33", "statuscloseddate" : "2023-05-05 16:39:33", "updated" : "2023-05-05 16:39:46", "agent" : "Robert Oteri", "issue" : "", "resolution" : "Showed Jesse how to update firmware and set up new ICOM.", "sessions" : [ { "pk_session" : "c-63658", "eventdate" : "2023-05-05 16:39:00", "timeelapsed" : "2:19:42", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called for help setting up a new ICOM device. Started a remote session on ISSSNext3 and showed him how to update firmware and configure a new ICOM." } , { "pk_session" : "t-72941", "eventdate" : "2023-05-05 16:39:33", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "198", "pk_support" : "22220", "platform" : "BMW North America", "topic" : "ICOM", "brief_description" : "New ICOM Setup", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "52070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-05-05 14:19:17", "statusdate" : "2023-05-05 16:39:33", "statuscloseddate" : "2023-05-05 16:39:33", "updated" : "2023-05-05 16:39:46", "agent" : "Robert Oteri", "issue" : "", "resolution" : "Showed Jesse how to update firmware and set up new ICOM.", "sessions" : [ { "pk_session" : "c-63658", "eventdate" : "2023-05-05 16:39:00", "timeelapsed" : "2:19:42", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called for help setting up a new ICOM device. Started a remote session on ISSSNext3 and showed him how to update firmware and configure a new ICOM." } , { "pk_session" : "t-72941", "eventdate" : "2023-05-05 16:39:33", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "199", "pk_support" : "22220", "platform" : "BMW North America", "topic" : "ICOM", "brief_description" : "New ICOM Setup", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "52070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-05-05 14:19:17", "statusdate" : "2023-05-05 16:39:33", "statuscloseddate" : "2023-05-05 16:39:33", "updated" : "2023-05-05 16:39:46", "agent" : "Robert Oteri", "issue" : "", "resolution" : "Showed Jesse how to update firmware and set up new ICOM.", "sessions" : [ { "pk_session" : "c-63658", "eventdate" : "2023-05-05 16:39:00", "timeelapsed" : "2:19:42", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called for help setting up a new ICOM device. Started a remote session on ISSSNext3 and showed him how to update firmware and configure a new ICOM." } , { "pk_session" : "t-72941", "eventdate" : "2023-05-05 16:39:33", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "200", "pk_support" : "22220", "platform" : "BMW North America", "topic" : "ICOM", "brief_description" : "New ICOM Setup", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "51070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-05-05 14:19:17", "statusdate" : "2023-05-05 16:39:33", "statuscloseddate" : "2023-05-05 16:39:33", "updated" : "2023-05-05 16:39:46", "agent" : "Robert Oteri", "issue" : "", "resolution" : "Showed Jesse how to update firmware and set up new ICOM.", "sessions" : [ { "pk_session" : "c-63658", "eventdate" : "2023-05-05 16:39:00", "timeelapsed" : "2:19:42", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called for help setting up a new ICOM device. Started a remote session on ISSSNext3 and showed him how to update firmware and configure a new ICOM." } , { "pk_session" : "t-72941", "eventdate" : "2023-05-05 16:39:33", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "201", "pk_support" : "22220", "platform" : "BMW North America", "topic" : "ICOM", "brief_description" : "New ICOM Setup", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "51070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-05-05 14:19:17", "statusdate" : "2023-05-05 16:39:33", "statuscloseddate" : "2023-05-05 16:39:33", "updated" : "2023-05-05 16:39:46", "agent" : "Robert Oteri", "issue" : "", "resolution" : "Showed Jesse how to update firmware and set up new ICOM.", "sessions" : [ { "pk_session" : "c-63658", "eventdate" : "2023-05-05 16:39:00", "timeelapsed" : "2:19:42", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called for help setting up a new ICOM device. Started a remote session on ISSSNext3 and showed him how to update firmware and configure a new ICOM." } , { "pk_session" : "t-72941", "eventdate" : "2023-05-05 16:39:33", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "202", "pk_support" : "22220", "platform" : "BMW North America", "topic" : "ICOM", "brief_description" : "New ICOM Setup", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "51070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-05-05 14:19:17", "statusdate" : "2023-05-05 16:39:33", "statuscloseddate" : "2023-05-05 16:39:33", "updated" : "2023-05-05 16:39:46", "agent" : "Robert Oteri", "issue" : "", "resolution" : "Showed Jesse how to update firmware and set up new ICOM.", "sessions" : [ { "pk_session" : "c-63658", "eventdate" : "2023-05-05 16:39:00", "timeelapsed" : "2:19:42", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called for help setting up a new ICOM device. Started a remote session on ISSSNext3 and showed him how to update firmware and configure a new ICOM." } , { "pk_session" : "t-72941", "eventdate" : "2023-05-05 16:39:33", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "203", "pk_support" : "22220", "platform" : "BMW North America", "topic" : "ICOM", "brief_description" : "New ICOM Setup", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "51070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-05-05 14:19:17", "statusdate" : "2023-05-05 16:39:33", "statuscloseddate" : "2023-05-05 16:39:33", "updated" : "2023-05-05 16:39:46", "agent" : "Robert Oteri", "issue" : "", "resolution" : "Showed Jesse how to update firmware and set up new ICOM.", "sessions" : [ { "pk_session" : "c-63658", "eventdate" : "2023-05-05 16:39:00", "timeelapsed" : "2:19:42", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called for help setting up a new ICOM device. Started a remote session on ISSSNext3 and showed him how to update firmware and configure a new ICOM." } , { "pk_session" : "t-72941", "eventdate" : "2023-05-05 16:39:33", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "204", "pk_support" : "22220", "platform" : "BMW North America", "topic" : "ICOM", "brief_description" : "New ICOM Setup", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "52070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-05-05 14:19:17", "statusdate" : "2023-05-05 16:39:33", "statuscloseddate" : "2023-05-05 16:39:33", "updated" : "2023-05-05 16:39:46", "agent" : "Robert Oteri", "issue" : "", "resolution" : "Showed Jesse how to update firmware and set up new ICOM.", "sessions" : [ { "pk_session" : "c-63658", "eventdate" : "2023-05-05 16:39:00", "timeelapsed" : "2:19:42", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called for help setting up a new ICOM device. Started a remote session on ISSSNext3 and showed him how to update firmware and configure a new ICOM." } , { "pk_session" : "t-72941", "eventdate" : "2023-05-05 16:39:33", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "205", "pk_support" : "22220", "platform" : "BMW North America", "topic" : "ICOM", "brief_description" : "New ICOM Setup", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "52070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-05-05 14:19:17", "statusdate" : "2023-05-05 16:39:33", "statuscloseddate" : "2023-05-05 16:39:33", "updated" : "2023-05-05 16:39:46", "agent" : "Robert Oteri", "issue" : "", "resolution" : "Showed Jesse how to update firmware and set up new ICOM.", "sessions" : [ { "pk_session" : "c-63658", "eventdate" : "2023-05-05 16:39:00", "timeelapsed" : "2:19:42", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called for help setting up a new ICOM device. Started a remote session on ISSSNext3 and showed him how to update firmware and configure a new ICOM." } , { "pk_session" : "t-72941", "eventdate" : "2023-05-05 16:39:33", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "206", "pk_support" : "22220", "platform" : "BMW North America", "topic" : "ICOM", "brief_description" : "New ICOM Setup", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "52070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-05-05 14:19:17", "statusdate" : "2023-05-05 16:39:33", "statuscloseddate" : "2023-05-05 16:39:33", "updated" : "2023-05-05 16:39:46", "agent" : "Robert Oteri", "issue" : "", "resolution" : "Showed Jesse how to update firmware and set up new ICOM.", "sessions" : [ { "pk_session" : "c-63658", "eventdate" : "2023-05-05 16:39:00", "timeelapsed" : "2:19:42", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called for help setting up a new ICOM device. Started a remote session on ISSSNext3 and showed him how to update firmware and configure a new ICOM." } , { "pk_session" : "t-72941", "eventdate" : "2023-05-05 16:39:33", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "207", "pk_support" : "22220", "platform" : "BMW North America", "topic" : "ICOM", "brief_description" : "New ICOM Setup", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "52070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-05-05 14:19:17", "statusdate" : "2023-05-05 16:39:33", "statuscloseddate" : "2023-05-05 16:39:33", "updated" : "2023-05-05 16:39:46", "agent" : "Robert Oteri", "issue" : "", "resolution" : "Showed Jesse how to update firmware and set up new ICOM.", "sessions" : [ { "pk_session" : "c-63658", "eventdate" : "2023-05-05 16:39:00", "timeelapsed" : "2:19:42", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called for help setting up a new ICOM device. Started a remote session on ISSSNext3 and showed him how to update firmware and configure a new ICOM." } , { "pk_session" : "t-72941", "eventdate" : "2023-05-05 16:39:33", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "208", "pk_support" : "22220", "platform" : "BMW North America", "topic" : "ICOM", "brief_description" : "New ICOM Setup", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "51070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-05-05 14:19:17", "statusdate" : "2023-05-05 16:39:33", "statuscloseddate" : "2023-05-05 16:39:33", "updated" : "2023-05-05 16:39:46", "agent" : "Robert Oteri", "issue" : "", "resolution" : "Showed Jesse how to update firmware and set up new ICOM.", "sessions" : [ { "pk_session" : "c-63658", "eventdate" : "2023-05-05 16:39:00", "timeelapsed" : "2:19:42", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called for help setting up a new ICOM device. Started a remote session on ISSSNext3 and showed him how to update firmware and configure a new ICOM." } , { "pk_session" : "t-72941", "eventdate" : "2023-05-05 16:39:33", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "209", "pk_support" : "22220", "platform" : "BMW North America", "topic" : "ICOM", "brief_description" : "New ICOM Setup", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "51070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-05-05 14:19:17", "statusdate" : "2023-05-05 16:39:33", "statuscloseddate" : "2023-05-05 16:39:33", "updated" : "2023-05-05 16:39:46", "agent" : "Robert Oteri", "issue" : "", "resolution" : "Showed Jesse how to update firmware and set up new ICOM.", "sessions" : [ { "pk_session" : "c-63658", "eventdate" : "2023-05-05 16:39:00", "timeelapsed" : "2:19:42", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called for help setting up a new ICOM device. Started a remote session on ISSSNext3 and showed him how to update firmware and configure a new ICOM." } , { "pk_session" : "t-72941", "eventdate" : "2023-05-05 16:39:33", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "210", "pk_support" : "22220", "platform" : "BMW North America", "topic" : "ICOM", "brief_description" : "New ICOM Setup", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "51070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-05-05 14:19:17", "statusdate" : "2023-05-05 16:39:33", "statuscloseddate" : "2023-05-05 16:39:33", "updated" : "2023-05-05 16:39:46", "agent" : "Robert Oteri", "issue" : "", "resolution" : "Showed Jesse how to update firmware and set up new ICOM.", "sessions" : [ { "pk_session" : "c-63658", "eventdate" : "2023-05-05 16:39:00", "timeelapsed" : "2:19:42", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called for help setting up a new ICOM device. Started a remote session on ISSSNext3 and showed him how to update firmware and configure a new ICOM." } , { "pk_session" : "t-72941", "eventdate" : "2023-05-05 16:39:33", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "211", "pk_support" : "22220", "platform" : "BMW North America", "topic" : "ICOM", "brief_description" : "New ICOM Setup", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "51070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-05-05 14:19:17", "statusdate" : "2023-05-05 16:39:33", "statuscloseddate" : "2023-05-05 16:39:33", "updated" : "2023-05-05 16:39:46", "agent" : "Robert Oteri", "issue" : "", "resolution" : "Showed Jesse how to update firmware and set up new ICOM.", "sessions" : [ { "pk_session" : "c-63658", "eventdate" : "2023-05-05 16:39:00", "timeelapsed" : "2:19:42", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called for help setting up a new ICOM device. Started a remote session on ISSSNext3 and showed him how to update firmware and configure a new ICOM." } , { "pk_session" : "t-72941", "eventdate" : "2023-05-05 16:39:33", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "212", "pk_support" : "22221", "platform" : "", "topic" : "ISTA", "brief_description" : "ISTA Updates/COMPASS Access", "priority" : "2", "status" : "closed", "location" : "Bimmer Barn (Vicari Motors)-Repair Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "STEVE VICARI", "phone" : "908-996-4161", "email" : "INFO@VICARIMOTORS.COM", "mobile" : "", "created" : "2023-05-05 17:00:20", "statusdate" : "2023-05-05 17:03:56", "statuscloseddate" : "2023-05-05 17:03:56", "updated" : "2023-05-05 17:03:56", "agent" : "Robert Oteri", "issue" : "Admin Client, ISTA Launcher needed updates.", "resolution" : "Updated clients. Sent email to Jason Kozak for COMPASS access questions.", "sessions" : [ { "pk_session" : "t-72942", "eventdate" : "2023-05-05 17:00:20", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63659", "eventdate" : "2023-05-05 17:02:42", "timeelapsed" : "0:02:21", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Steve called and asked for help with ISTA updates to his workshop machines. Started remote session and updated the Admin Client and ISTA Launcher. Checked for updates: 4.41.40 update was available. I began the update for him. Steve also asked me to look into why he can no longer access COMPASS in SGate. Sent email to Jason Kozak at NA." } , { "pk_session" : "t-72943", "eventdate" : "2023-05-05 17:03:52", "timeelapsed" : "4", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "213", "pk_support" : "22222", "platform" : "BMW North America", "topic" : "NAS Migration", "brief_description" : "2020 NAS Migration never completed.", "priority" : "2", "status" : "closed", "location" : "BMW of Dayton-Main Dealership", "ounum" : "3166301", "agcode" : "31663", "nacode" : "31663", "canum" : "", "contact" : "John Wheeler", "phone" : "937-672-3403", "email" : "john@digitalcowboyit.com", "mobile" : "", "created" : "2023-05-05 17:05:31", "statusdate" : "2023-05-05 17:15:04", "statuscloseddate" : "2023-05-05 17:15:04", "updated" : "2023-05-16 14:52:56", "agent" : "Robert Oteri", "issue" : "", "resolution" : "New NAS located, Updated firmware, apps, etc. Performed migration overnight. Confirmed successful migration and switched IP address on new NAS. Powered off old NAS. Updated John.", "sessions" : [ { "pk_session" : "c-63660", "eventdate" : "2023-05-05 17:07:17", "timeelapsed" : "0:01:45", "sessiontype" : "email", "personcontacting" : "Robert Oteri", "eventcontent" : "Sent email notifications to all dealers that have not completed the 2020 NAS Migration. BMW Dayton was one for them. John reached out and indicated they had found the new NAS device in the parts department. Asked him to install, cable, and power up the NAS on the workshop network." } , { "pk_session" : "c-63661", "eventdate" : "2023-05-05 17:13:21", "timeelapsed" : "0:07:49", "sessiontype" : "face to face", "personcontacting" : "Robert Oteri", "eventcontent" : "Logged into new NAS and did pre-work updates before migration. Scheduled migration for 1830 local time. Monitored progress - sync completed at 0200 local time. at 0600 local time, I switched old NAS to DHCP and set the new NAS to the .10 address. Confirmed share access to new NAS and Admin Client was able to sync to new NAS. Powered off old NAS and sent completion email to John, their TSE, and Rick Doran." } , { "pk_session" : "t-72944", "eventdate" : "2023-05-05 17:14:43", "timeelapsed" : "9", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72945", "eventdate" : "2023-05-05 17:14:44", "timeelapsed" : "120", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "NAS Migration" } ] } , { "number" : "214", "pk_support" : "22223", "platform" : "BMW North America", "topic" : "ISTA Launcher", "brief_description" : "ISTA Launcher shows error when attempting to install ISTA", "priority" : "2", "status" : "closed", "location" : "Tom Bush BMW Jacksonville-Tom Bush BMW Orange Park", "ounum" : "0677803", "agcode" : "30959", "nacode" : "46778", "canum" : "", "contact" : "Rick Brazall", "phone" : "904-838-3516", "email" : "richard.brazell@tombush.com", "mobile" : "", "created" : "2023-05-05 17:19:51", "statusdate" : "2023-05-05 17:23:57", "statuscloseddate" : "2023-05-05 17:23:57", "updated" : "2023-05-05 17:23:57", "agent" : "Robert Oteri", "issue" : "Recent update release from BMW NA is missing needed files for a fresh install of ISTA.", "resolution" : "Removed 5 ISTA files released on 5/2/23: BMW_ISPI_ISTA_SDP-RSU_4.41.80 4.41.80 BMW_ISPI_ISTA-META_SDP-RSU_4.41.80 4.41.80 BMW_ISPI_ISTA-BLP_4.41.10 4.41.10 BMW_ISPI_ISTA_DELTA-SDP_", "sessions" : [ { "pk_session" : "t-72946", "eventdate" : "2023-05-05 17:19:51", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63662", "eventdate" : "2023-05-05 17:20:35", "timeelapsed" : "0:00:43", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Rick called to remote an error he is receiving when trying to install ISTA. Error indicated the packages can not be found." } , { "pk_session" : "t-72947", "eventdate" : "2023-05-05 17:21:06", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63663", "eventdate" : "2023-05-05 17:23:03", "timeelapsed" : "0:01:55", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Called Rick and started remote support session on their Hub. Removed 5 ISTA files released on 5/2/23: BMW_ISPI_ISTA_SDP-RSU_4.41.80 4.41.80 BMW_ISPI_ISTA-META_SDP-RSU_4.41.80 4.41.80 BMW_ISPI_ISTA-BLP_4.41.10 4.41.10 BMW_ISPI_ISTA_DELTA-SDP_4.41.10 4.41.10 BMW_ISPI_ISTA-META_SDP_4.41.10 4.41.10 Attempted fresh install again. Install began without error." } , { "pk_session" : "t-72948", "eventdate" : "2023-05-05 17:23:35", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72949", "eventdate" : "2023-05-05 17:23:37", "timeelapsed" : "60", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } ] } , { "number" : "215", "pk_support" : "22224", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA failed to update missing file", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "BMWMC Technician", "phone" : "", "email" : "", "mobile" : "204-996-6949", "created" : "2023-05-11 11:39:36", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-05-11 11:41:11", "agent" : "Stan Pascua", "issue" : "ISTA failed to update missing file", "resolution" : "ISTA files were still in the queue. ISTA filed downloaded", "sessions" : [ { "pk_session" : "t-72953", "eventdate" : "2023-05-11 11:39:36", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63665", "eventdate" : "2023-05-11 11:40:14", "timeelapsed" : "0:00:37", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a call ISTA failed to update missing file" } , { "pk_session" : "c-63666", "eventdate" : "2023-05-11 11:40:48", "timeelapsed" : "0:01:11", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on SS ISTA files were in the download queue" } , { "pk_session" : "t-72954", "eventdate" : "2023-05-11 11:40:51", "timeelapsed" : "35", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ISTA install" } , { "pk_session" : "t-72955", "eventdate" : "2023-05-11 11:41:11", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "216", "pk_support" : "22225", "platform" : "BMW Motorrad USA", "topic" : "ICOM Firmware", "brief_description" : "ICOM Firmware", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Austin-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Drew Cooper", "phone" : "", "email" : "acooper@ridenowaustin.com", "mobile" : "240-4917518", "created" : "2023-05-11 11:43:18", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-05-11 11:45:09", "agent" : "Stan Pascua", "issue" : "ICOM Firmware", "resolution" : "ICOM Firmware updated via web interface", "sessions" : [ { "pk_session" : "t-72956", "eventdate" : "2023-05-11 11:43:18", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63667", "eventdate" : "2023-05-11 11:43:50", "timeelapsed" : "0:00:31", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "tony called ICOM Firmware will not initiate." } , { "pk_session" : "c-63668", "eventdate" : "2023-05-11 11:44:53", "timeelapsed" : "0:01:34", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC could not update Firmware via connection manager. Had to update firmware via the web interface" } , { "pk_session" : "t-72957", "eventdate" : "2023-05-11 11:44:55", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ICOM Firmware update" } , { "pk_session" : "t-72958", "eventdate" : "2023-05-11 11:45:09", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "217", "pk_support" : "22226", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "need new keyreader plus desktop and AIR installed on new PC", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Manhattan-Rolls Royce Center", "ounum" : "50563", "agcode" : "50563", "nacode" : "", "canum" : "", "contact" : "Ron Mahadeo", "phone" : "212.594.6200", "email" : "ron.mahadeo@manhattanmotorcars.com", "mobile" : "917.443.1756", "created" : "2023-05-11 15:56:19", "statusdate" : "2023-05-11 16:22:39", "statuscloseddate" : "2023-05-11 16:22:39", "updated" : "2023-05-11 16:22:39", "agent" : "Mark Watson", "issue" : "User does not have ISPI Cockpit access, cannot register new machine. Need other manager login. Other manager not avaialable", "resolution" : "Got other manager login. completed installation of keyreader and AIR. Checked functionality. All working correctly.", "sessions" : [ { "pk_session" : "t-72959", "eventdate" : "2023-05-11 15:56:19", "timeelapsed" : "26", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72960", "eventdate" : "2023-05-11 16:22:39", "timeelapsed" : "16", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "218", "pk_support" : "22227", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA not updating automatically at night", "priority" : "2", "status" : "closed", "location" : "Cycle Werks of Barrington-Motorcycle Shop", "ounum" : "", "agcode" : "78157", "nacode" : "", "canum" : "", "contact" : "Dan Kriete", "phone" : "847-381-8050", "email" : "parts@cyclewerks.com", "mobile" : "", "created" : "2023-05-12 09:18:25", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-05-12 09:35:15", "agent" : "Stan Pascua", "issue" : "ISTA not updating automatically at night. GETAC TV 1441368054/Ap!H3lpD35k", "resolution" : "ISTA Launcher configured for auto update at 10 PM.initiated ISTA update", "sessions" : [ { "pk_session" : "t-72961", "eventdate" : "2023-05-12 09:18:25", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63669", "eventdate" : "2023-05-12 09:19:04", "timeelapsed" : "0:00:37", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a call ISTA not updating at night" } , { "pk_session" : "c-63670", "eventdate" : "2023-05-12 09:20:31", "timeelapsed" : "0:02:05", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to GETAC configured ISTA Launcher auto update at 10 PM. recommend they conned laptop at night for faster connection." } , { "pk_session" : "t-72962", "eventdate" : "2023-05-12 09:20:32", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72963", "eventdate" : "2023-05-12 09:20:44", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72964", "eventdate" : "2023-05-12 09:35:11", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "219", "pk_support" : "22228", "platform" : "BMW North America", "topic" : "ISTA/P Upgrade", "brief_description" : "ISTA P will not install", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Quebec-Main Dealership", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Dennis Sutton", "phone" : "514-738-3030", "email" : "dennissutton@rolls-roycemotorcars-quebec.com", "mobile" : "", "created" : "2023-05-12 13:59:31", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "DOT NET 3.5 not installed", "resolution" : "installed .net 3.5 cleaned out temp folders and reinstalled ISTA P. ", "sessions" : [ { "pk_session" : "t-72965", "eventdate" : "2023-05-12 13:59:31", "timeelapsed" : "150", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "220", "pk_support" : "22229", "platform" : "", "topic" : "ICOM Firmware", "brief_description" : "ICOM Firmware update", "priority" : "2", "status" : "closed", "location" : "Ardsley Motors-Main Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Bernie Milano", "phone" : "914-693-4686", "email" : "Berniejag@aol.com", "mobile" : "", "created" : "2023-05-15 09:15:53", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Stan Pascua", "issue" : "ICOM Firmware update", "resolution" : "ICOM Firmware updated", "sessions" : [ { "pk_session" : "t-72966", "eventdate" : "2023-05-15 09:15:53", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63671", "eventdate" : "2023-05-15 09:16:20", "timeelapsed" : "0:00:26", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Bernie called ICOM requires Firmware update" } , { "pk_session" : "c-63672", "eventdate" : "2023-05-15 09:16:41", "timeelapsed" : "0:00:46", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "ICOM Firmware updated" } , { "pk_session" : "t-72967", "eventdate" : "2023-05-15 09:16:42", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ICOM Firmware update" } ] } , { "number" : "221", "pk_support" : "22230", "platform" : "BMW North America", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support ISTA failed to install", "priority" : "2", "status" : "closed", "location" : "Capital Eurocars. Inc.-Main Dealership", "ounum" : "2041201", "agcode" : "20412", "nacode" : "20412", "canum" : "", "contact" : "Tommy Sizemore", "phone" : "850-574-3777", "email" : "tesizemore@crowncars.com", "mobile" : "334-805-3043", "created" : "2023-05-15 09:18:58", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-05-15 09:21:08", "agent" : "Stan Pascua", "issue" : "ISTA failed to install", "resolution" : "rebooted system after ISTA Launcher installed. Initiated ISTA 4.41.xx install", "sessions" : [ { "pk_session" : "t-72968", "eventdate" : "2023-05-15 09:18:58", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63673", "eventdate" : "2023-05-15 09:19:25", "timeelapsed" : "0:00:26", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Tommy called issue installing ISTA" } , { "pk_session" : "c-63674", "eventdate" : "2023-05-15 09:20:55", "timeelapsed" : "0:01:55", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISSSNEXT5 rebooted system after Windows updates and ISTA Launcher installed . Initiated ISTA 4.41.xx install" } , { "pk_session" : "t-72969", "eventdate" : "2023-05-15 09:20:56", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72970", "eventdate" : "2023-05-15 09:21:08", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "222", "pk_support" : "22231", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "3 keyreaders not working on different PCs", "priority" : "2", "status" : "closed", "location" : "Park Shore BMW-Park Shore BMW Main Office", "ounum" : "", "agcode" : "09305", "nacode" : "", "canum" : "10116", "contact" : "Mike Warner", "phone" : "604-985-9344", "email" : "mike_warner@parkshorebmw.com", "mobile" : "", "created" : "2023-05-15 17:49:30", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-05-15 17:52:53", "agent" : "Mark Watson", "issue" : "PCs are old and only have 8GB of RAM. Admin clients were corrupted, and uploaders were not functioning", "resolution" : "Reinstalled admin clients, and registered PCs. Reinstalled uploaders and checked function. 2 of 3 are working, 3rd one has another issue with ISPA Next. Had to submit ticket from cockpit. see note below.", "sessions" : [ { "pk_session" : "t-72971", "eventdate" : "2023-05-15 17:49:30", "timeelapsed" : "122", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "3rd PC ISPA next would not start. Looked like it was trying to logon before we could actually enter the credentials; would flash a \"value cannot be null\" warning, then change to \"could not authenticate\". Then your only choice was to look at error page or close the program. " } , { "pk_session" : "t-72972", "eventdate" : "2023-05-15 17:52:51", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "223", "pk_support" : "22232", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "keyreader not working", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Rony Flores", "phone" : "702-932-7100", "email" : "Rony.Flores@towbinauto.com", "mobile" : "", "created" : "2023-05-15 18:47:04", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "Admin client was corrupted and not running.", "resolution" : "reinstalled admin client and restarted ISPA Next after confirming a key was read. Keyreader working as normal now.", "sessions" : [ { "pk_session" : "t-72973", "eventdate" : "2023-05-15 18:47:04", "timeelapsed" : "13", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "224", "pk_support" : "22233", "platform" : "", "topic" : "ICOM Firmware", "brief_description" : "ICOM Firmware", "priority" : "2", "status" : "closed", "location" : "European Cars of Williamsburg-Independent Workshop", "ounum" : "", "agcode" : "46858", "nacode" : "46858", "canum" : "", "contact" : "Chris Chris", "phone" : "757-220-9660", "email" : "", "mobile" : "", "created" : "2023-05-16 10:35:33", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-05-16 10:36:39", "agent" : "Stan Pascua", "issue" : "ICOM Firmware update", "resolution" : "ICOM Firmware updated", "sessions" : [ { "pk_session" : "t-72975", "eventdate" : "2023-05-16 10:35:33", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63675", "eventdate" : "2023-05-16 10:36:00", "timeelapsed" : "0:00:26", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call ICOM required firmware update" } , { "pk_session" : "c-63676", "eventdate" : "2023-05-16 10:36:21", "timeelapsed" : "0:00:47", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "ICOM Firmware updated." } , { "pk_session" : "t-72976", "eventdate" : "2023-05-16 10:36:27", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ICOM Firmware update" } , { "pk_session" : "t-72977", "eventdate" : "2023-05-16 10:36:39", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "225", "pk_support" : "22234", "platform" : "BMW Motorrad USA", "topic" : "ICOM Firmware", "brief_description" : "ICOM Firmware", "priority" : "2", "status" : "closed", "location" : "Motohio European Motorbikes-Motorcycle Shop", "ounum" : "", "agcode" : "28649", "nacode" : "", "canum" : "", "contact" : "Kirk Allen", "phone" : "614-759-6686", "email" : "kirk@motohio.com", "mobile" : "614-579-5859", "created" : "2023-05-16 11:25:26", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-05-16 11:26:40", "agent" : "Stan Pascua", "issue" : "ICOM Firmware", "resolution" : "ICOM Firmware update", "sessions" : [ { "pk_session" : "t-72978", "eventdate" : "2023-05-16 11:25:26", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63677", "eventdate" : "2023-05-16 11:25:53", "timeelapsed" : "0:00:26", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call ICOM requires firmware update" } , { "pk_session" : "c-63678", "eventdate" : "2023-05-16 11:26:27", "timeelapsed" : "0:01:00", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC updated ICOM Firmware" } , { "pk_session" : "t-72979", "eventdate" : "2023-05-16 11:26:29", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ICOM Firmware update" } , { "pk_session" : "t-72980", "eventdate" : "2023-05-16 11:26:40", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "226", "pk_support" : "22235", "platform" : "BMW North America", "topic" : "ICOM", "brief_description" : "ICOM will not complete firmware update.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "52070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-05-16 11:52:34", "statusdate" : "2023-05-16 12:17:22", "statuscloseddate" : "2023-05-16 12:17:22", "updated" : "2023-05-26 16:07:04", "agent" : "Robert Oteri", "issue" : "Defective ICOM Next - New unit.", "resolution" : "Advised Jesse to open a ticket in AWP to begin the warranty process.", "sessions" : [ { "pk_session" : "t-72981", "eventdate" : "2023-05-16 11:52:34", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63679", "eventdate" : "2023-05-16 11:54:59", "timeelapsed" : "0:02:24", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called to get help with an ICOM that he had to manually reset the firmware using a the USB method." } , { "pk_session" : "t-72982", "eventdate" : "2023-05-16 11:55:01", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "USB Firmware Update" } , { "pk_session" : "c-63682", "eventdate" : "2023-05-16 12:16:03", "timeelapsed" : "0:01:24", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "ICOM System light blinks and does not stop. LAN interface does not come up. Attempted USB Firmware flash - same result. Advised Jesse to open a ticket in AWP to warranty the ICOM, as it is brand new." } , { "pk_session" : "t-72984", "eventdate" : "2023-05-16 12:16:43", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72985", "eventdate" : "2023-05-16 12:17:17", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "227", "pk_support" : "22235", "platform" : "BMW North America", "topic" : "ICOM", "brief_description" : "ICOM will not complete firmware update.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "52070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-05-16 11:52:34", "statusdate" : "2023-05-16 12:17:22", "statuscloseddate" : "2023-05-16 12:17:22", "updated" : "2023-05-26 16:07:04", "agent" : "Robert Oteri", "issue" : "Defective ICOM Next - New unit.", "resolution" : "Advised Jesse to open a ticket in AWP to begin the warranty process.", "sessions" : [ { "pk_session" : "t-72981", "eventdate" : "2023-05-16 11:52:34", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63679", "eventdate" : "2023-05-16 11:54:59", "timeelapsed" : "0:02:24", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called to get help with an ICOM that he had to manually reset the firmware using a the USB method." } , { "pk_session" : "t-72982", "eventdate" : "2023-05-16 11:55:01", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "USB Firmware Update" } , { "pk_session" : "c-63682", "eventdate" : "2023-05-16 12:16:03", "timeelapsed" : "0:01:24", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "ICOM System light blinks and does not stop. LAN interface does not come up. Attempted USB Firmware flash - same result. Advised Jesse to open a ticket in AWP to warranty the ICOM, as it is brand new." } , { "pk_session" : "t-72984", "eventdate" : "2023-05-16 12:16:43", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72985", "eventdate" : "2023-05-16 12:17:17", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "228", "pk_support" : "22235", "platform" : "BMW North America", "topic" : "ICOM", "brief_description" : "ICOM will not complete firmware update.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "52070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-05-16 11:52:34", "statusdate" : "2023-05-16 12:17:22", "statuscloseddate" : "2023-05-16 12:17:22", "updated" : "2023-05-26 16:07:04", "agent" : "Robert Oteri", "issue" : "Defective ICOM Next - New unit.", "resolution" : "Advised Jesse to open a ticket in AWP to begin the warranty process.", "sessions" : [ { "pk_session" : "t-72981", "eventdate" : "2023-05-16 11:52:34", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63679", "eventdate" : "2023-05-16 11:54:59", "timeelapsed" : "0:02:24", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called to get help with an ICOM that he had to manually reset the firmware using a the USB method." } , { "pk_session" : "t-72982", "eventdate" : "2023-05-16 11:55:01", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "USB Firmware Update" } , { "pk_session" : "c-63682", "eventdate" : "2023-05-16 12:16:03", "timeelapsed" : "0:01:24", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "ICOM System light blinks and does not stop. LAN interface does not come up. Attempted USB Firmware flash - same result. Advised Jesse to open a ticket in AWP to warranty the ICOM, as it is brand new." } , { "pk_session" : "t-72984", "eventdate" : "2023-05-16 12:16:43", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72985", "eventdate" : "2023-05-16 12:17:17", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "229", "pk_support" : "22235", "platform" : "BMW North America", "topic" : "ICOM", "brief_description" : "ICOM will not complete firmware update.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "52070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-05-16 11:52:34", "statusdate" : "2023-05-16 12:17:22", "statuscloseddate" : "2023-05-16 12:17:22", "updated" : "2023-05-26 16:07:04", "agent" : "Robert Oteri", "issue" : "Defective ICOM Next - New unit.", "resolution" : "Advised Jesse to open a ticket in AWP to begin the warranty process.", "sessions" : [ { "pk_session" : "t-72981", "eventdate" : "2023-05-16 11:52:34", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63679", "eventdate" : "2023-05-16 11:54:59", "timeelapsed" : "0:02:24", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called to get help with an ICOM that he had to manually reset the firmware using a the USB method." } , { "pk_session" : "t-72982", "eventdate" : "2023-05-16 11:55:01", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "USB Firmware Update" } , { "pk_session" : "c-63682", "eventdate" : "2023-05-16 12:16:03", "timeelapsed" : "0:01:24", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "ICOM System light blinks and does not stop. LAN interface does not come up. Attempted USB Firmware flash - same result. Advised Jesse to open a ticket in AWP to warranty the ICOM, as it is brand new." } , { "pk_session" : "t-72984", "eventdate" : "2023-05-16 12:16:43", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72985", "eventdate" : "2023-05-16 12:17:17", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "230", "pk_support" : "22235", "platform" : "BMW North America", "topic" : "ICOM", "brief_description" : "ICOM will not complete firmware update.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "51070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-05-16 11:52:34", "statusdate" : "2023-05-16 12:17:22", "statuscloseddate" : "2023-05-16 12:17:22", "updated" : "2023-05-26 16:07:04", "agent" : "Robert Oteri", "issue" : "Defective ICOM Next - New unit.", "resolution" : "Advised Jesse to open a ticket in AWP to begin the warranty process.", "sessions" : [ { "pk_session" : "t-72981", "eventdate" : "2023-05-16 11:52:34", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63679", "eventdate" : "2023-05-16 11:54:59", "timeelapsed" : "0:02:24", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called to get help with an ICOM that he had to manually reset the firmware using a the USB method." } , { "pk_session" : "t-72982", "eventdate" : "2023-05-16 11:55:01", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "USB Firmware Update" } , { "pk_session" : "c-63682", "eventdate" : "2023-05-16 12:16:03", "timeelapsed" : "0:01:24", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "ICOM System light blinks and does not stop. LAN interface does not come up. Attempted USB Firmware flash - same result. Advised Jesse to open a ticket in AWP to warranty the ICOM, as it is brand new." } , { "pk_session" : "t-72984", "eventdate" : "2023-05-16 12:16:43", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72985", "eventdate" : "2023-05-16 12:17:17", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "231", "pk_support" : "22235", "platform" : "BMW North America", "topic" : "ICOM", "brief_description" : "ICOM will not complete firmware update.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "51070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-05-16 11:52:34", "statusdate" : "2023-05-16 12:17:22", "statuscloseddate" : "2023-05-16 12:17:22", "updated" : "2023-05-26 16:07:04", "agent" : "Robert Oteri", "issue" : "Defective ICOM Next - New unit.", "resolution" : "Advised Jesse to open a ticket in AWP to begin the warranty process.", "sessions" : [ { "pk_session" : "t-72981", "eventdate" : "2023-05-16 11:52:34", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63679", "eventdate" : "2023-05-16 11:54:59", "timeelapsed" : "0:02:24", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called to get help with an ICOM that he had to manually reset the firmware using a the USB method." } , { "pk_session" : "t-72982", "eventdate" : "2023-05-16 11:55:01", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "USB Firmware Update" } , { "pk_session" : "c-63682", "eventdate" : "2023-05-16 12:16:03", "timeelapsed" : "0:01:24", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "ICOM System light blinks and does not stop. LAN interface does not come up. Attempted USB Firmware flash - same result. Advised Jesse to open a ticket in AWP to warranty the ICOM, as it is brand new." } , { "pk_session" : "t-72984", "eventdate" : "2023-05-16 12:16:43", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72985", "eventdate" : "2023-05-16 12:17:17", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "232", "pk_support" : "22235", "platform" : "BMW North America", "topic" : "ICOM", "brief_description" : "ICOM will not complete firmware update.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "51070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-05-16 11:52:34", "statusdate" : "2023-05-16 12:17:22", "statuscloseddate" : "2023-05-16 12:17:22", "updated" : "2023-05-26 16:07:04", "agent" : "Robert Oteri", "issue" : "Defective ICOM Next - New unit.", "resolution" : "Advised Jesse to open a ticket in AWP to begin the warranty process.", "sessions" : [ { "pk_session" : "t-72981", "eventdate" : "2023-05-16 11:52:34", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63679", "eventdate" : "2023-05-16 11:54:59", "timeelapsed" : "0:02:24", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called to get help with an ICOM that he had to manually reset the firmware using a the USB method." } , { "pk_session" : "t-72982", "eventdate" : "2023-05-16 11:55:01", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "USB Firmware Update" } , { "pk_session" : "c-63682", "eventdate" : "2023-05-16 12:16:03", "timeelapsed" : "0:01:24", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "ICOM System light blinks and does not stop. LAN interface does not come up.\nAttempted USB Firmware flash - same result.\nAdvised Jesse to open a ticket in AWP to warranty the ICOM, as it is brand new." } , { "pk_session" : "t-72984", "eventdate" : "2023-05-16 12:16:43", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72985", "eventdate" : "2023-05-16 12:17:17", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "233", "pk_support" : "22235", "platform" : "BMW North America", "topic" : "ICOM", "brief_description" : "ICOM will not complete firmware update.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "51070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-05-16 11:52:34", "statusdate" : "2023-05-16 12:17:22", "statuscloseddate" : "2023-05-16 12:17:22", "updated" : "2023-05-26 16:07:04", "agent" : "Robert Oteri", "issue" : "Defective ICOM Next - New unit.", "resolution" : "Advised Jesse to open a ticket in AWP to begin the warranty process.", "sessions" : [ { "pk_session" : "t-72981", "eventdate" : "2023-05-16 11:52:34", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63679", "eventdate" : "2023-05-16 11:54:59", "timeelapsed" : "0:02:24", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called to get help with an ICOM that he had to manually reset the firmware using a the USB method." } , { "pk_session" : "t-72982", "eventdate" : "2023-05-16 11:55:01", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "USB Firmware Update" } , { "pk_session" : "c-63682", "eventdate" : "2023-05-16 12:16:03", "timeelapsed" : "0:01:24", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "ICOM System light blinks and does not stop. LAN interface does not come up. Attempted USB Firmware flash - same result. Advised Jesse to open a ticket in AWP to warranty the ICOM, as it is brand new." } , { "pk_session" : "t-72984", "eventdate" : "2023-05-16 12:16:43", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72985", "eventdate" : "2023-05-16 12:17:17", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "234", "pk_support" : "22235", "platform" : "BMW North America", "topic" : "ICOM", "brief_description" : "ICOM will not complete firmware update.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "52070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-05-16 11:52:34", "statusdate" : "2023-05-16 12:17:22", "statuscloseddate" : "2023-05-16 12:17:22", "updated" : "2023-05-26 16:07:04", "agent" : "Robert Oteri", "issue" : "Defective ICOM Next - New unit.", "resolution" : "Advised Jesse to open a ticket in AWP to begin the warranty process.", "sessions" : [ { "pk_session" : "t-72981", "eventdate" : "2023-05-16 11:52:34", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63679", "eventdate" : "2023-05-16 11:54:59", "timeelapsed" : "0:02:24", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called to get help with an ICOM that he had to manually reset the firmware using a the USB method." } , { "pk_session" : "t-72982", "eventdate" : "2023-05-16 11:55:01", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "USB Firmware Update" } , { "pk_session" : "c-63682", "eventdate" : "2023-05-16 12:16:03", "timeelapsed" : "0:01:24", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "ICOM System light blinks and does not stop. LAN interface does not come up. Attempted USB Firmware flash - same result. Advised Jesse to open a ticket in AWP to warranty the ICOM, as it is brand new." } , { "pk_session" : "t-72984", "eventdate" : "2023-05-16 12:16:43", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72985", "eventdate" : "2023-05-16 12:17:17", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "235", "pk_support" : "22235", "platform" : "BMW North America", "topic" : "ICOM", "brief_description" : "ICOM will not complete firmware update.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "52070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-05-16 11:52:34", "statusdate" : "2023-05-16 12:17:22", "statuscloseddate" : "2023-05-16 12:17:22", "updated" : "2023-05-26 16:07:04", "agent" : "Robert Oteri", "issue" : "Defective ICOM Next - New unit.", "resolution" : "Advised Jesse to open a ticket in AWP to begin the warranty process.", "sessions" : [ { "pk_session" : "t-72981", "eventdate" : "2023-05-16 11:52:34", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63679", "eventdate" : "2023-05-16 11:54:59", "timeelapsed" : "0:02:24", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called to get help with an ICOM that he had to manually reset the firmware using a the USB method." } , { "pk_session" : "t-72982", "eventdate" : "2023-05-16 11:55:01", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "USB Firmware Update" } , { "pk_session" : "c-63682", "eventdate" : "2023-05-16 12:16:03", "timeelapsed" : "0:01:24", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "ICOM System light blinks and does not stop. LAN interface does not come up. Attempted USB Firmware flash - same result. Advised Jesse to open a ticket in AWP to warranty the ICOM, as it is brand new." } , { "pk_session" : "t-72984", "eventdate" : "2023-05-16 12:16:43", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72985", "eventdate" : "2023-05-16 12:17:17", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "236", "pk_support" : "22235", "platform" : "BMW North America", "topic" : "ICOM", "brief_description" : "ICOM will not complete firmware update.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "52070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-05-16 11:52:34", "statusdate" : "2023-05-16 12:17:22", "statuscloseddate" : "2023-05-16 12:17:22", "updated" : "2023-05-26 16:07:04", "agent" : "Robert Oteri", "issue" : "Defective ICOM Next - New unit.", "resolution" : "Advised Jesse to open a ticket in AWP to begin the warranty process.", "sessions" : [ { "pk_session" : "t-72981", "eventdate" : "2023-05-16 11:52:34", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63679", "eventdate" : "2023-05-16 11:54:59", "timeelapsed" : "0:02:24", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called to get help with an ICOM that he had to manually reset the firmware using a the USB method." } , { "pk_session" : "t-72982", "eventdate" : "2023-05-16 11:55:01", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "USB Firmware Update" } , { "pk_session" : "c-63682", "eventdate" : "2023-05-16 12:16:03", "timeelapsed" : "0:01:24", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "ICOM System light blinks and does not stop. LAN interface does not come up. Attempted USB Firmware flash - same result. Advised Jesse to open a ticket in AWP to warranty the ICOM, as it is brand new." } , { "pk_session" : "t-72984", "eventdate" : "2023-05-16 12:16:43", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72985", "eventdate" : "2023-05-16 12:17:17", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "237", "pk_support" : "22235", "platform" : "BMW North America", "topic" : "ICOM", "brief_description" : "ICOM will not complete firmware update.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "52070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-05-16 11:52:34", "statusdate" : "2023-05-16 12:17:22", "statuscloseddate" : "2023-05-16 12:17:22", "updated" : "2023-05-26 16:07:04", "agent" : "Robert Oteri", "issue" : "Defective ICOM Next - New unit.", "resolution" : "Advised Jesse to open a ticket in AWP to begin the warranty process.", "sessions" : [ { "pk_session" : "t-72981", "eventdate" : "2023-05-16 11:52:34", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63679", "eventdate" : "2023-05-16 11:54:59", "timeelapsed" : "0:02:24", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called to get help with an ICOM that he had to manually reset the firmware using a the USB method." } , { "pk_session" : "t-72982", "eventdate" : "2023-05-16 11:55:01", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "USB Firmware Update" } , { "pk_session" : "c-63682", "eventdate" : "2023-05-16 12:16:03", "timeelapsed" : "0:01:24", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "ICOM System light blinks and does not stop. LAN interface does not come up. Attempted USB Firmware flash - same result. Advised Jesse to open a ticket in AWP to warranty the ICOM, as it is brand new." } , { "pk_session" : "t-72984", "eventdate" : "2023-05-16 12:16:43", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72985", "eventdate" : "2023-05-16 12:17:17", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "238", "pk_support" : "22235", "platform" : "BMW North America", "topic" : "ICOM", "brief_description" : "ICOM will not complete firmware update.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "51070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-05-16 11:52:34", "statusdate" : "2023-05-16 12:17:22", "statuscloseddate" : "2023-05-16 12:17:22", "updated" : "2023-05-26 16:07:04", "agent" : "Robert Oteri", "issue" : "Defective ICOM Next - New unit.", "resolution" : "Advised Jesse to open a ticket in AWP to begin the warranty process.", "sessions" : [ { "pk_session" : "t-72981", "eventdate" : "2023-05-16 11:52:34", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63679", "eventdate" : "2023-05-16 11:54:59", "timeelapsed" : "0:02:24", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called to get help with an ICOM that he had to manually reset the firmware using a the USB method." } , { "pk_session" : "t-72982", "eventdate" : "2023-05-16 11:55:01", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "USB Firmware Update" } , { "pk_session" : "c-63682", "eventdate" : "2023-05-16 12:16:03", "timeelapsed" : "0:01:24", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "ICOM System light blinks and does not stop. LAN interface does not come up. Attempted USB Firmware flash - same result. Advised Jesse to open a ticket in AWP to warranty the ICOM, as it is brand new." } , { "pk_session" : "t-72984", "eventdate" : "2023-05-16 12:16:43", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72985", "eventdate" : "2023-05-16 12:17:17", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "239", "pk_support" : "22235", "platform" : "BMW North America", "topic" : "ICOM", "brief_description" : "ICOM will not complete firmware update.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "51070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-05-16 11:52:34", "statusdate" : "2023-05-16 12:17:22", "statuscloseddate" : "2023-05-16 12:17:22", "updated" : "2023-05-26 16:07:04", "agent" : "Robert Oteri", "issue" : "Defective ICOM Next - New unit.", "resolution" : "Advised Jesse to open a ticket in AWP to begin the warranty process.", "sessions" : [ { "pk_session" : "t-72981", "eventdate" : "2023-05-16 11:52:34", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63679", "eventdate" : "2023-05-16 11:54:59", "timeelapsed" : "0:02:24", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called to get help with an ICOM that he had to manually reset the firmware using a the USB method." } , { "pk_session" : "t-72982", "eventdate" : "2023-05-16 11:55:01", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "USB Firmware Update" } , { "pk_session" : "c-63682", "eventdate" : "2023-05-16 12:16:03", "timeelapsed" : "0:01:24", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "ICOM System light blinks and does not stop. LAN interface does not come up. Attempted USB Firmware flash - same result. Advised Jesse to open a ticket in AWP to warranty the ICOM, as it is brand new." } , { "pk_session" : "t-72984", "eventdate" : "2023-05-16 12:16:43", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72985", "eventdate" : "2023-05-16 12:17:17", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "240", "pk_support" : "22235", "platform" : "BMW North America", "topic" : "ICOM", "brief_description" : "ICOM will not complete firmware update.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "51070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-05-16 11:52:34", "statusdate" : "2023-05-16 12:17:22", "statuscloseddate" : "2023-05-16 12:17:22", "updated" : "2023-05-26 16:07:04", "agent" : "Robert Oteri", "issue" : "Defective ICOM Next - New unit.", "resolution" : "Advised Jesse to open a ticket in AWP to begin the warranty process.", "sessions" : [ { "pk_session" : "t-72981", "eventdate" : "2023-05-16 11:52:34", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63679", "eventdate" : "2023-05-16 11:54:59", "timeelapsed" : "0:02:24", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called to get help with an ICOM that he had to manually reset the firmware using a the USB method." } , { "pk_session" : "t-72982", "eventdate" : "2023-05-16 11:55:01", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "USB Firmware Update" } , { "pk_session" : "c-63682", "eventdate" : "2023-05-16 12:16:03", "timeelapsed" : "0:01:24", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "ICOM System light blinks and does not stop. LAN interface does not come up.\n Attempted USB Firmware flash - same result. \nAdvised Jesse to open a ticket in AWP to warranty the ICOM, as it is brand new." } , { "pk_session" : "t-72984", "eventdate" : "2023-05-16 12:16:43", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72985", "eventdate" : "2023-05-16 12:17:17", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "241", "pk_support" : "22235", "platform" : "BMW North America", "topic" : "ICOM", "brief_description" : "ICOM will not complete firmware update.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "51070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-05-16 11:52:34", "statusdate" : "2023-05-16 12:17:22", "statuscloseddate" : "2023-05-16 12:17:22", "updated" : "2023-05-26 16:07:04", "agent" : "Robert Oteri", "issue" : "Defective ICOM Next - New unit.", "resolution" : "Advised Jesse to open a ticket in AWP to begin the warranty process.", "sessions" : [ { "pk_session" : "t-72981", "eventdate" : "2023-05-16 11:52:34", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63679", "eventdate" : "2023-05-16 11:54:59", "timeelapsed" : "0:02:24", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called to get help with an ICOM that he had to manually reset the firmware using a the USB method." } , { "pk_session" : "t-72982", "eventdate" : "2023-05-16 11:55:01", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "USB Firmware Update" } , { "pk_session" : "c-63682", "eventdate" : "2023-05-16 12:16:03", "timeelapsed" : "0:01:24", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "ICOM System light blinks and does not stop. LAN interface does not come up. Attempted USB Firmware flash - same result. Advised Jesse to open a ticket in AWP to warranty the ICOM, as it is brand new." } , { "pk_session" : "t-72984", "eventdate" : "2023-05-16 12:16:43", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-72985", "eventdate" : "2023-05-16 12:17:17", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "242", "pk_support" : "22236", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISTA Database corruption error.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "52070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-05-16 11:55:43", "statusdate" : "2023-05-26 16:06:26", "statuscloseddate" : "2023-05-26 16:06:26", "updated" : "2023-05-26 16:06:49", "agent" : "Robert Oteri", "issue" : "Windows 11 upgrade corrupted ISTA installation.", "resolution" : "Reinstalled ISTA. Advised Windows 11 is NOT supported.", "sessions" : [ { "pk_session" : "c-63680", "eventdate" : "2023-05-16 11:56:17", "timeelapsed" : "0:00:33", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called to report ISSS3 has a Database Corruption error when launched." } , { "pk_session" : "c-63681", "eventdate" : "2023-05-16 12:14:16", "timeelapsed" : "0:00:51", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Checked Launcher for ISTA update. There are 3 version updates available. Began ISTA update process." } , { "pk_session" : "t-72983", "eventdate" : "2023-05-16 12:14:20", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73019", "eventdate" : "2023-05-26 16:06:26", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "243", "pk_support" : "22236", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISTA Database corruption error.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "52070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-05-16 11:55:43", "statusdate" : "2023-05-26 16:06:26", "statuscloseddate" : "2023-05-26 16:06:26", "updated" : "2023-05-26 16:06:49", "agent" : "Robert Oteri", "issue" : "Windows 11 upgrade corrupted ISTA installation.", "resolution" : "Reinstalled ISTA. 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Began ISTA update process." } , { "pk_session" : "t-72983", "eventdate" : "2023-05-16 12:14:20", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73019", "eventdate" : "2023-05-26 16:06:26", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "255", "pk_support" : "22236", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISTA Database corruption error.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "51070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-05-16 11:55:43", "statusdate" : "2023-05-26 16:06:26", "statuscloseddate" : "2023-05-26 16:06:26", "updated" : "2023-05-26 16:06:49", "agent" : "Robert Oteri", "issue" : "Windows 11 upgrade corrupted ISTA installation.", "resolution" : "Reinstalled ISTA. Advised Windows 11 is NOT supported.", "sessions" : [ { "pk_session" : "c-63680", "eventdate" : "2023-05-16 11:56:17", "timeelapsed" : "0:00:33", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called to report ISSS3 has a Database Corruption error when launched." } , { "pk_session" : "c-63681", "eventdate" : "2023-05-16 12:14:16", "timeelapsed" : "0:00:51", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Checked Launcher for ISTA update. There are 3 version updates available. Began ISTA update process." } , { "pk_session" : "t-72983", "eventdate" : "2023-05-16 12:14:20", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73019", "eventdate" : "2023-05-26 16:06:26", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "256", "pk_support" : "22236", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISTA Database corruption error.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "51070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-05-16 11:55:43", "statusdate" : "2023-05-26 16:06:26", "statuscloseddate" : "2023-05-26 16:06:26", "updated" : "2023-05-26 16:06:49", "agent" : "Robert Oteri", "issue" : "Windows 11 upgrade corrupted ISTA installation.", "resolution" : "Reinstalled ISTA. Advised Windows 11 is NOT supported.", "sessions" : [ { "pk_session" : "c-63680", "eventdate" : "2023-05-16 11:56:17", "timeelapsed" : "0:00:33", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called to report ISSS3 has a Database Corruption error when launched." } , { "pk_session" : "c-63681", "eventdate" : "2023-05-16 12:14:16", "timeelapsed" : "0:00:51", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Checked Launcher for ISTA update. There are 3 version updates available. Began ISTA update process." } , { "pk_session" : "t-72983", "eventdate" : "2023-05-16 12:14:20", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73019", "eventdate" : "2023-05-26 16:06:26", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "257", "pk_support" : "22236", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISTA Database corruption error.", "priority" : "2", "status" : "closed", "location" : "BMW of Lynnwood-Main Dealership", "ounum" : "", "agcode" : "51070", "nacode" : "52070", "canum" : "", "contact" : "Jesse Solorio", "phone" : "425-298-0590", "email" : "jesse.solorio@swickard.com", "mobile" : "859-653-9031", "created" : "2023-05-16 11:55:43", "statusdate" : "2023-05-26 16:06:26", "statuscloseddate" : "2023-05-26 16:06:26", "updated" : "2023-05-26 16:06:49", "agent" : "Robert Oteri", "issue" : "Windows 11 upgrade corrupted ISTA installation.", "resolution" : "Reinstalled ISTA. Advised Windows 11 is NOT supported.", "sessions" : [ { "pk_session" : "c-63680", "eventdate" : "2023-05-16 11:56:17", "timeelapsed" : "0:00:33", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Jesse called to report ISSS3 has a Database Corruption error when launched." } , { "pk_session" : "c-63681", "eventdate" : "2023-05-16 12:14:16", "timeelapsed" : "0:00:51", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Checked Launcher for ISTA update. There are 3 version updates available. Began ISTA update process." } , { "pk_session" : "t-72983", "eventdate" : "2023-05-16 12:14:20", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73019", "eventdate" : "2023-05-26 16:06:26", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "258", "pk_support" : "22237", "platform" : "BMW North America", "topic" : "ICOM Firmware", "brief_description" : "ICOM Firmware", "priority" : "2", "status" : "closed", "location" : "Wyoming Valley BMW (Wyoming Valley Motors)-Main Dealership", "ounum" : "0646301", "agcode" : "44721", "nacode" : "44721", "canum" : "", "contact" : "Marty McCann", "phone" : "570-287-1133 or 570-332-8091", "email" : "Mmccann@naleton.com", "mobile" : "570.714.6520", "created" : "2023-05-16 14:57:55", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-05-16 14:59:31", "agent" : "Stan Pascua", "issue" : "ICOM Firmware cannot be updated via connection manager.", "resolution" : "ICOM reset performed and able to update firmware", "sessions" : [ { "pk_session" : "t-72986", "eventdate" : "2023-05-16 14:57:55", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63683", "eventdate" : "2023-05-16 14:59:14", "timeelapsed" : "0:01:18", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "Marty sent an email could not update firmware via connection manager or web interface. Had him reset ICOM and he was able to update the firmware" } , { "pk_session" : "t-72987", "eventdate" : "2023-05-16 14:59:16", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72988", "eventdate" : "2023-05-16 14:59:28", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "259", "pk_support" : "22238", "platform" : "BMW North America", "topic" : "NAS", "brief_description" : "Getting Threshold error on NAS", "priority" : "2", "status" : "closed", "location" : "MINI of Warwick-MINI Workshop", "ounum" : "", "agcode" : "32095", "nacode" : "26703", "canum" : "", "contact" : "John Ramos", "phone" : "401-824-2342", "email" : "John.Ramos@penskeautomotive.com", "mobile" : "401-280-0001", "created" : "2023-05-18 13:09:33", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Joe Raymond", "issue" : "NAS in a read-only state and couldn't delete old files.", "resolution" : "Scanned file system, then did firmware update and rebooted system. Allowed Admin Client to do package management from there and deleted 900+ GB of old files.", "sessions" : [ { "pk_session" : "t-72989", "eventdate" : "2023-05-18 12:09:33", "timeelapsed" : "75", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "System not very responsive. Can't delete any files. Ran file system checks and they failed after 27.5% then finally just rebooted system. Once back online I updated firmware, rebooted and then could finall get in and change threshold levels, deleted Network Recycle files and then the Admin Client package management for another 900+ GB of old BMW software." } , { "pk_session" : "c-63684", "eventdate" : "2023-05-18 13:10:09", "timeelapsed" : "0:00:34", "sessiontype" : "email", "personcontacting" : "Joe Raymond", "eventcontent" : "NAS giving system full errors and can't delete files." } ] } , { "number" : "260", "pk_support" : "22239", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA update failed", "priority" : "2", "status" : "closed", "location" : "Sturgis Motorsports-Motorcycle Shop", "ounum" : "", "agcode" : "95778", "nacode" : "", "canum" : "", "contact" : "Brandon Walker", "phone" : "605-347-2636", "email" : "sturgisbmw@rushmore.com", "mobile" : "", "created" : "2023-05-19 09:22:39", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-06-16 15:56:56", "agent" : "Stan Pascua", "issue" : "ISTA update failed", "resolution" : "Uninstalled ISTA to clear disk space, ISTA 4.41.xx installed", "sessions" : [ { "pk_session" : "t-72990", "eventdate" : "2023-05-19 09:22:39", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63685", "eventdate" : "2023-05-19 09:23:10", "timeelapsed" : "0:00:30", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Erik called ISTA update failed." } , { "pk_session" : "c-63686", "eventdate" : "2023-05-19 09:23:58", "timeelapsed" : "0:01:17", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC uninstalled ISTA to clear disk space then initiated ISTA install" } , { "pk_session" : "t-72991", "eventdate" : "2023-05-19 09:24:00", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "troubleshoot and ISTA install" } , { "pk_session" : "t-72992", "eventdate" : "2023-05-19 09:24:18", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "261", "pk_support" : "22240", "platform" : "BMW Motorrad USA", "topic" : "ICOM Firmware", "brief_description" : "ICOM Firmware", "priority" : "2", "status" : "closed", "location" : "Hansen's BMW-Motorcycle Shop", "ounum" : "", "agcode" : "28233", "nacode" : "", "canum" : "", "contact" : "Craig Hansen", "phone" : "541-535-3342", "email" : "craig@hansensmc.com", "mobile" : "541-944-8050", "created" : "2023-05-19 09:26:28", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-05-19 09:27:43", "agent" : "Stan Pascua", "issue" : "ICOM Firmware", "resolution" : "ICOM Firmware updated", "sessions" : [ { "pk_session" : "t-72993", "eventdate" : "2023-05-19 09:26:28", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63687", "eventdate" : "2023-05-19 09:26:53", "timeelapsed" : "0:00:23", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Dave called ICOM requires Firmware update" } , { "pk_session" : "c-63688", "eventdate" : "2023-05-19 09:27:24", "timeelapsed" : "0:00:55", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to shop PC updated ICOM Firmware" } , { "pk_session" : "t-72994", "eventdate" : "2023-05-19 09:27:26", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ICOM Firmware update" } , { "pk_session" : "t-72995", "eventdate" : "2023-05-19 09:27:43", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "262", "pk_support" : "22241", "platform" : "BMW North America", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support IPS and KAI check failed", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Tiffani Leary", "phone" : "765-387-9780", "email" : "tiffani@frontlineeurports.com", "mobile" : "765-251-1351", "created" : "2023-05-19 10:15:01", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-10-24 22:34:05", "agent" : "Stan Pascua", "issue" : "IPS and KAI Check failed", "resolution" : "Logged on to ISPAHUB started services for IPS and KAI checks passed", "sessions" : [ { "pk_session" : "t-72996", "eventdate" : "2023-05-19 10:15:01", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63689", "eventdate" : "2023-05-19 10:15:47", "timeelapsed" : "0:00:45", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISPAHUB wellness check. IPS and KAI Check failed. Both services had to be started" } , { "pk_session" : "t-72997", "eventdate" : "2023-05-19 10:15:49", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-72998", "eventdate" : "2023-05-19 10:16:00", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "263", "pk_support" : "22242", "platform" : "BMW North America", "topic" : "ISPA HUB", "brief_description" : "New hub install to replace failing G4", "priority" : "2", "status" : "closed", "location" : "BMW of Bend (was Carrera Motors BMW)-Main Dealership", "ounum" : "", "agcode" : "40807", "nacode" : "40807", "canum" : "", "contact" : "Matt Magin", "phone" : "", "email" : "", "mobile" : "541-556-3676", "created" : "2023-05-19 13:24:28", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Joe Raymond", "issue" : "Unknown failure on G4 hub.", "resolution" : "Copy IPS & KAI files from old hub. Shut down. Bring up new hub, copy IPS & KAI folders to hub, register and map network drive.", "sessions" : [ { "pk_session" : "t-72999", "eventdate" : "2023-05-19 12:13:28", "timeelapsed" : "80", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Backed up IPS & KAI files from G1 hub. Shut down hub and brought up new G6 hub. Copied IPS & KAI files over to correct location, had Matt register the Admin Client. Brought up IPS and KAI services. Ran Health Checks. Set hub as download device. The 4.41 files waiting for download." } , { "pk_session" : "c-63690", "eventdate" : "2023-05-19 13:24:58", "timeelapsed" : "0:00:29", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "Asking for assistance with changing out hub." } ] } , { "number" : "264", "pk_support" : "22243", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "key readers not working", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Daniel Towbin", "phone" : "702.252.8188", "email" : "dantowbin@hotmail.com", "mobile" : "", "created" : "2023-05-22 14:52:57", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "KAI Services not running on HUB", "resolution" : "Started KAI services, checked functionality. key readers workiing", "sessions" : [ { "pk_session" : "t-73000", "eventdate" : "2023-05-22 14:52:57", "timeelapsed" : "11", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "265", "pk_support" : "22244", "platform" : "BMW Motorrad USA", "topic" : "ICOM Firmware", "brief_description" : "ICOM Firmware", "priority" : "2", "status" : "closed", "location" : "Morton's BMW-Motorcycle Shop", "ounum" : "", "agcode" : "58366", "nacode" : "", "canum" : "", "contact" : "Andy Shaw", "phone" : "540-8919844", "email" : "andy@mortonsbmw.com", "mobile" : "", "created" : "2023-05-23 10:36:46", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-05-23 10:39:11", "agent" : "Stan Pascua", "issue" : "ICOM Firmware", "resolution" : "ICOM Firmware updated", "sessions" : [ { "pk_session" : "t-73001", "eventdate" : "2023-05-23 10:36:46", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63691", "eventdate" : "2023-05-23 10:37:19", "timeelapsed" : "0:00:32", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Andy called ICOM requires Firmware update" } , { "pk_session" : "c-63692", "eventdate" : "2023-05-23 10:38:55", "timeelapsed" : "0:02:08", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "ICOM Firmware updated" } , { "pk_session" : "t-73002", "eventdate" : "2023-05-23 10:38:56", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ICOM Firmware update" } , { "pk_session" : "t-73003", "eventdate" : "2023-05-23 10:39:11", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "266", "pk_support" : "22245", "platform" : "BMW Motorrad USA", "topic" : "ICOM Firmware", "brief_description" : "ICOM Firmware", "priority" : "2", "status" : "closed", "location" : "Morton's BMW-Motorcycle Shop", "ounum" : "", "agcode" : "58366", "nacode" : "", "canum" : "", "contact" : "Andy Shaw", "phone" : "540-8919844", "email" : "andy@mortonsbmw.com", "mobile" : "", "created" : "2023-05-24 08:42:43", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-05-24 08:44:21", "agent" : "Stan Pascua", "issue" : "ICOM Firmware", "resolution" : "ICOM Firmware update", "sessions" : [ { "pk_session" : "t-73004", "eventdate" : "2023-05-24 08:42:43", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63693", "eventdate" : "2023-05-24 08:43:31", "timeelapsed" : "0:00:47", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Andy called ISTA updated on second PC ICOM requires Firmware update" } , { "pk_session" : "c-63694", "eventdate" : "2023-05-24 08:44:03", "timeelapsed" : "0:01:19", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISSSNEXT2 ICOM Firmware updated" } , { "pk_session" : "t-73005", "eventdate" : "2023-05-24 08:44:05", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ICOM Firmware update" } , { "pk_session" : "t-73006", "eventdate" : "2023-05-24 08:44:21", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "267", "pk_support" : "22246", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support ISTA failed to open", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of New Orleans-Main Dealership", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Maxwell Materne", "phone" : "(504) 595-6776", "email" : "mmaterne@ttrno.com", "mobile" : "", "created" : "2023-05-24 14:17:30", "statusdate" : "2023-05-30 12:47:30", "statuscloseddate" : "2023-05-30 12:47:30", "updated" : "2023-05-30 12:47:30", "agent" : "Stan Pascua", "issue" : "ISPI Admin client corrupt", "resolution" : "Uninstalled ISPI Admin client reinstalled needs to be registered", "sessions" : [ { "pk_session" : "t-73007", "eventdate" : "2023-05-24 14:17:30", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63695", "eventdate" : "2023-05-24 14:18:08", "timeelapsed" : "0:00:37", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Andre called ISTA failed to open. ISPI Admin Client failed to open" } , { "pk_session" : "c-63696", "eventdate" : "2023-05-24 14:19:03", "timeelapsed" : "0:01:32", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to PC uninstalled ISPI Admin client re-installed needs to be registered." } , { "pk_session" : "t-73008", "eventdate" : "2023-05-24 14:19:05", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73009", "eventdate" : "2023-05-24 14:19:08", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63702", "eventdate" : "2023-05-25 10:07:51", "timeelapsed" : "0:01:50", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "IP Scheme changed to 192.168.1.xxx. reconfigured ISPI Cockpit and reset the ISPI Admin Client and mapped the drive. Updated AIR Client and ISTA Launcher. waiting for the downloads to complete before ISTA 4.41.xx can be updated." } , { "pk_session" : "t-73017", "eventdate" : "2023-05-25 10:07:54", "timeelapsed" : "40", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73018", "eventdate" : "2023-05-25 10:08:07", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "268", "pk_support" : "22247", "platform" : "BMW Motorrad USA", "topic" : "ISTA Launcher", "brief_description" : "ISTA Launcher failed to connect to the shared storage", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of North Dallas-Motorcycle Shop", "ounum" : "", "agcode" : "10690", "nacode" : "", "canum" : "", "contact" : "Brien Mehler", "phone" : "(972) 881-0774", "email" : "brien@bmwmotocyclesdallas.com", "mobile" : "972-467-4688", "created" : "2023-05-24 15:17:26", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Stan Pascua", "issue" : "ISTA Launcher failed to reach shared storage even with the ISPI Admin Client health check OK and you can access the shared storage", "resolution" : "End the task of the ISTA Launcher then started the ISTA launcher manually.", "sessions" : [ { "pk_session" : "t-73010", "eventdate" : "2023-05-24 15:17:26", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63697", "eventdate" : "2023-05-24 15:18:48", "timeelapsed" : "0:01:20", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Brien called ISTA Launcher failed to reach Shared Storage even when the ISPI Admin client Health Check OK and opening the shared drive." } , { "pk_session" : "c-63698", "eventdate" : "2023-05-24 15:19:39", "timeelapsed" : "0:02:12", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "end task on ISTA Launcher then manually started ISTA Launcher" } , { "pk_session" : "t-73011", "eventdate" : "2023-05-24 15:19:41", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } ] } , { "number" : "269", "pk_support" : "22248", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA failed to open.", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Nashville-Motorcycle Shop", "ounum" : "", "agcode" : "51337", "nacode" : "", "canum" : "", "contact" : "Shaun Robbins", "phone" : "", "email" : " shaun@bmwmcnashville.com", "mobile" : "239-777-7605", "created" : "2023-05-24 16:35:36", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-05-24 16:37:38", "agent" : "Stan Pascua", "issue" : "ISTA failed to open ISPI Admin client also failed to open", "resolution" : "Uninstalled ISPI Admin Client re-installed and registered ISTA OK, IPS check failed started ISPI Service Check OK", "sessions" : [ { "pk_session" : "t-73014", "eventdate" : "2023-05-24 16:35:36", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63700", "eventdate" : "2023-05-24 16:36:10", "timeelapsed" : "0:00:32", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Andre called ISTA failed to open and ISPI Admin Client failed to open" } , { "pk_session" : "c-63701", "eventdate" : "2023-05-24 16:37:24", "timeelapsed" : "0:01:46", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC uninstalled ISPI Admin client and re-installed and registered. ISTA opens. Logged on to SS started ISPI Process services ISPI Check OK" } , { "pk_session" : "t-73015", "eventdate" : "2023-05-24 16:37:26", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73016", "eventdate" : "2023-05-24 16:37:38", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "270", "pk_support" : "22249", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support setup Shop PC after SS Downloaded the ISPI Files", "priority" : "2", "status" : "closed", "location" : "San Diego Police Department-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Eddie Endo", "phone" : "", "email" : "EEndo@sandiego.gov", "mobile" : "", "created" : "2023-05-30 12:52:41", "statusdate" : "2023-06-05 06:38:39", "statuscloseddate" : "2023-06-05 06:38:39", "updated" : "2023-06-05 06:38:39", "agent" : "Stan Pascua", "issue" : "Setup shop PC", "resolution" : "SHOP PC setup for ISPI", "sessions" : [ { "pk_session" : "t-73020", "eventdate" : "2023-05-30 12:52:41", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63703", "eventdate" : "2023-05-30 12:55:20", "timeelapsed" : "0:02:37", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Rupert called the SS finished downloading the ISPI Files. Need to setup the Shop PC. Shop PC registered AIR, IRAP, USB Tray Tool and ISTA/P installed.. ISTA Launcher installed and started ISTA install" } , { "pk_session" : "t-73021", "eventdate" : "2023-05-30 12:55:22", "timeelapsed" : "60", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Setup Shop PC for ISPI" } , { "pk_session" : "t-73022", "eventdate" : "2023-05-30 12:55:46", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "271", "pk_support" : "22250", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISTA failed to open", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Denver-Main Dealership", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Brian Kelly", "phone" : "720-3522291", "email" : "", "mobile" : "", "created" : "2023-05-31 11:23:33", "statusdate" : "2023-06-05 06:38:20", "statuscloseddate" : "2023-06-05 06:38:20", "updated" : "2023-06-05 06:38:20", "agent" : "Stan Pascua", "issue" : "ISTA 4.39.xx has expired", "resolution" : "Uninstalled ISTA then started ISTA install", "sessions" : [ { "pk_session" : "t-73023", "eventdate" : "2023-05-31 11:23:33", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63704", "eventdate" : "2023-05-31 11:23:59", "timeelapsed" : "0:00:25", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Evan called ISTA failed to open" } , { "pk_session" : "c-63705", "eventdate" : "2023-05-31 11:25:13", "timeelapsed" : "0:01:38", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to G6 ISTA 4.39.xx has expired. Uninstalled ISTA to clear space and updated ISTA Launcher then initiated ISTA 4.41.xx install" } , { "pk_session" : "t-73024", "eventdate" : "2023-05-31 11:25:15", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73025", "eventdate" : "2023-05-31 11:25:30", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "272", "pk_support" : "22251", "platform" : "BMW North America", "topic" : "KAI", "brief_description" : "KAI Check failed", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Houston-Rolls Royce Center", "ounum" : "50549", "agcode" : "50549", "nacode" : "", "canum" : "", "contact" : "Jerry Swartz", "phone" : "713-702-6669", "email" : "jerry@kryptoitservices.com", "mobile" : "713-702-6669", "created" : "2023-05-31 11:26:30", "statusdate" : "2023-06-05 06:38:04", "statuscloseddate" : "2023-06-05 06:38:04", "updated" : "2023-06-05 06:38:04", "agent" : "Stan Pascua", "issue" : "KAI check failed", "resolution" : "ISPAHUB KAI Services started", "sessions" : [ { "pk_session" : "t-73026", "eventdate" : "2023-05-31 11:26:30", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63706", "eventdate" : "2023-05-31 11:27:00", "timeelapsed" : "0:00:29", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Jerry called KAI check failed." } , { "pk_session" : "c-63707", "eventdate" : "2023-05-31 11:27:47", "timeelapsed" : "0:01:15", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Tried to log on to ISPAHUB Teamviewer not running. asked Jerry to check on the ISPAHUB" } , { "pk_session" : "t-73027", "eventdate" : "2023-05-31 11:27:57", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73028", "eventdate" : "2023-05-31 15:13:38", "timeelapsed" : "226", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73029", "eventdate" : "2023-05-31 15:13:42", "timeelapsed" : "-226", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Adjust time" } ] } , { "number" : "273", "pk_support" : "22252", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support ISTA failed to open after power outage", "priority" : "2", "status" : "closed", "location" : "Dennis Dillion Power Sports (Big Twin BMW)-Motorcycle Shop", "ounum" : "", "agcode" : "47692", "nacode" : "", "canum" : "", "contact" : "Ethan Cranshaw", "phone" : "208-343-2830", "email" : "", "mobile" : "808-675-6523", "created" : "2023-05-31 15:16:11", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-05-31 15:18:10", "agent" : "Stan Pascua", "issue" : "ISTA failed to open after power outage. ISPI Admin client corrupt", "resolution" : "Uninstalled ISPI Admin client and re-installed registered and configured. Set the SS to Private network. ISTA opens.", "sessions" : [ { "pk_session" : "t-73030", "eventdate" : "2023-05-31 15:16:11", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63708", "eventdate" : "2023-05-31 15:16:46", "timeelapsed" : "0:00:33", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "ISTA failed to open after Power Outage" } , { "pk_session" : "c-63709", "eventdate" : "2023-05-31 15:17:52", "timeelapsed" : "0:01:39", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC ISPI Admin client corrupt uninstalled and re-installed registered and configured. Logged on to SS set to Private network ISTA Opens" } , { "pk_session" : "t-73031", "eventdate" : "2023-05-31 15:17:53", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73032", "eventdate" : "2023-05-31 15:18:06", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "274", "pk_support" : "22253", "platform" : "BMW North America", "topic" : "ICOM won't connect to network", "brief_description" : "ICOM only connects when direct connect", "priority" : "2", "status" : "ongoing", "location" : "BMW Manufacturing Corp-Greer SC Location", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Sid Bhandari", "phone" : "864.989.6458", "email" : "", "mobile" : "", "created" : "2023-06-02 10:21:46", "statusdate" : "", "statuscloseddate" : "0000-00-00 00:00:00", "updated" : "", "agent" : "Stan Pascua", "issue" : "ICOM only direct connect. when on the network it cannot be found using arp -a", "resolution" : "recommend he contact their network team to check if there's a MAC access list", "sessions" : [ { "pk_session" : "t-73033", "eventdate" : "2023-06-02 10:21:46", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63710", "eventdate" : "2023-06-02 10:24:04", "timeelapsed" : "0:02:17", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call ICOM only connect when direct connected. Did a arp-a device not detected via MAC address. recommend he contact their network team and check if there's a MAC ACL configured" } , { "pk_session" : "t-73034", "eventdate" : "2023-06-02 10:24:06", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } ] } , { "number" : "275", "pk_support" : "22254", "platform" : "BMW Motorrad USA", "topic" : "RDC Tool", "brief_description" : "RDC Tool update", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of North Dallas-Motorcycle Shop", "ounum" : "", "agcode" : "10690", "nacode" : "", "canum" : "", "contact" : "Brien Mehler", "phone" : "(972) 881-0774", "email" : "brien@bmwmotocyclesdallas.com", "mobile" : "972-467-4688", "created" : "2023-06-02 10:36:03", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-06-02 10:37:28", "agent" : "Stan Pascua", "issue" : "RDC Tool Update", "resolution" : "Opened BMW USB Tray tool RDC Tool firmware is current", "sessions" : [ { "pk_session" : "t-73035", "eventdate" : "2023-06-02 10:36:03", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63711", "eventdate" : "2023-06-02 10:36:31", "timeelapsed" : "0:00:27", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Brien called RDC Tool need to check Firmware" } , { "pk_session" : "c-63712", "eventdate" : "2023-06-02 10:37:08", "timeelapsed" : "0:01:03", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISSNEXT oped BMW USB Tray tool RDC firmware current" } , { "pk_session" : "t-73036", "eventdate" : "2023-06-02 10:37:12", "timeelapsed" : "5", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73037", "eventdate" : "2023-06-02 10:37:28", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "276", "pk_support" : "22255", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA failed to open needs 4.41.31", "priority" : "2", "status" : "closed", "location" : "Bentley BMW-Main Dealership", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Steve Tech", "phone" : "250-860-1111", "email" : "", "mobile" : "250-470-2120", "created" : "2023-06-06 10:33:03", "statusdate" : "2023-06-23 12:33:03", "statuscloseddate" : "2023-06-23 12:33:03", "updated" : "2023-06-23 12:33:03", "agent" : "Stan Pascua", "issue" : "ISTA failed to open. Device does not meet ISPI Specification running on one device", "resolution" : "Started ISTA 4.41.31 update not enough free disk space. Both Shared Storage and ISSSNEXT shipped", "sessions" : [ { "pk_session" : "t-73038", "eventdate" : "2023-06-06 10:33:03", "timeelapsed" : "7", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63713", "eventdate" : "2023-06-06 10:33:31", "timeelapsed" : "0:00:27", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call ISTA failed to open" } , { "pk_session" : "c-63714", "eventdate" : "2023-06-06 10:34:17", "timeelapsed" : "0:01:12", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on the Shop PC discovered ISTA 4.41.31 was not installed. Started ISTA 4.41.31 update" } , { "pk_session" : "t-73039", "eventdate" : "2023-06-06 10:34:19", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73040", "eventdate" : "2023-06-07 05:13:31", "timeelapsed" : "1076", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73041", "eventdate" : "2023-06-07 05:13:39", "timeelapsed" : "-1070", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "adjust time" } , { "pk_session" : "t-73042", "eventdate" : "2023-06-07 05:14:26", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63735", "eventdate" : "2023-06-08 07:58:22", "timeelapsed" : "8:40:22", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "ISTA update failed delta 4.41.40 en-GB. ran Checksum file is a match, ran Scan disk no error. started repair." } , { "pk_session" : "t-73077", "eventdate" : "2023-06-08 07:58:24", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "troubleshoot and ISTA install" } , { "pk_session" : "t-73078", "eventdate" : "2023-06-08 07:58:40", "timeelapsed" : "520", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73092", "eventdate" : "2023-06-08 09:45:41", "timeelapsed" : "520", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73105", "eventdate" : "2023-06-13 07:05:58", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63770", "eventdate" : "2023-06-23 09:18:43", "timeelapsed" : "0:01:03", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Shared Storage and ISSSNEXT is being shipped today" } , { "pk_session" : "t-73146", "eventdate" : "2023-06-23 12:33:03", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "277", "pk_support" : "22256", "platform" : "BMW North America", "topic" : "ISTA Error", "brief_description" : "Database incompatible error", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Manhattan-Rolls Royce Center", "ounum" : "50563", "agcode" : "50563", "nacode" : "", "canum" : "", "contact" : "Ron Mahadeo", "phone" : "212.594.6200", "email" : "ron.mahadeo@manhattanmotorcars.com", "mobile" : "917.443.1756", "created" : "2023-06-07 08:54:49", "statusdate" : "2023-06-08 08:28:28", "statuscloseddate" : "2023-06-08 08:28:28", "updated" : "2023-06-08 08:28:28", "agent" : "Joe Raymond", "issue" : "Corrupted database", "resolution" : "Removed ISTA, re-install.", "sessions" : [ { "pk_session" : "t-73043", "eventdate" : "2023-06-07 08:34:49", "timeelapsed" : "420", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Removed ISTA, re-installed." } , { "pk_session" : "c-63715", "eventdate" : "2023-06-07 08:55:16", "timeelapsed" : "0:00:25", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "Database error in ISTA" } , { "pk_session" : "t-73083", "eventdate" : "2023-06-08 08:28:28", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "278", "pk_support" : "22257", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support Bike indicates KOMBI Blue", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Sanford-Motorcycle Shop", "ounum" : "", "agcode" : "50170", "nacode" : "50170", "canum" : "", "contact" : "Nate Stickney", "phone" : "407-443-7305", "email" : "natestickney@gmail.com", "mobile" : "", "created" : "2023-06-07 09:51:12", "statusdate" : "2023-06-08 07:50:57", "statuscloseddate" : "2023-06-08 07:50:57", "updated" : "2023-06-08 09:45:06", "agent" : "Stan Pascua", "issue" : "Cannot program the bike", "resolution" : "set ICOM reset able to read bike and voltage", "sessions" : [ { "pk_session" : "t-73044", "eventdate" : "2023-06-07 09:51:12", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63716", "eventdate" : "2023-06-07 09:51:55", "timeelapsed" : "0:00:41", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Larry called he did not get anywhere with BMWNA TSARA people." } , { "pk_session" : "c-63717", "eventdate" : "2023-06-07 09:53:01", "timeelapsed" : "0:01:47", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Had Larry reset the ICOM to factory default and checked configuration. waiting for results on programming the affected bike" } , { "pk_session" : "t-73045", "eventdate" : "2023-06-07 09:53:02", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73046", "eventdate" : "2023-06-07 09:53:13", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73073", "eventdate" : "2023-06-08 07:50:57", "timeelapsed" : "520", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73074", "eventdate" : "2023-06-08 07:51:36", "timeelapsed" : "-500", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Adjust time" } , { "pk_session" : "t-73075", "eventdate" : "2023-06-08 07:52:01", "timeelapsed" : "520", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73090", "eventdate" : "2023-06-08 09:44:50", "timeelapsed" : "-500", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Adjust time" } , { "pk_session" : "t-73091", "eventdate" : "2023-06-08 09:45:06", "timeelapsed" : "520", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "279", "pk_support" : "22258", "platform" : "BMW Motorrad USA", "topic" : "ISPI/NEXT TOOLS BUILD", "brief_description" : "Purchased new tools for shop", "priority" : "2", "status" : "closed", "location" : "MAX BMW Motorcycles-CT Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Brianna Ruocco", "phone" : "203 740 1270", "email" : "Brianna@maxbmw.com", "mobile" : "203-297-5600", "created" : "2023-06-07 09:59:14", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-06-07 10:01:47", "agent" : "Joe Raymond", "issue" : "Purchased new tools for shop", "resolution" : "Build new ISSS/NEXT", "sessions" : [ { "pk_session" : "t-73047", "eventdate" : "2023-06-05 07:59:14", "timeelapsed" : "480", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Config new system, installed ISPI/NEXT software, tested and boxed up to ship." } ] } , { "number" : "280", "pk_support" : "22259", "platform" : "BMW Motorrad USA", "topic" : "ISPI/NEXT TOOLS BUILD", "brief_description" : "Purchased new tools for shop", "priority" : "2", "status" : "closed", "location" : "MAX BMW Motorcycles of South Windsor-Main Dealership", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Andy Stembridge", "phone" : "", "email" : "kyle@maxbmw.com", "mobile" : "803-873-4350", "created" : "2023-06-07 10:04:05", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Joe Raymond", "issue" : "Purchased new tools for shop (Shared Storage & ISSS/NEXT)", "resolution" : "Build & ship new ", "sessions" : [ { "pk_session" : "t-73048", "eventdate" : "2023-06-02 10:04:05", "timeelapsed" : "480", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Config new system, installed ISPI/NEXT software, tested and boxed up to ship." } , { "pk_session" : "c-63718", "eventdate" : 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"personcontacting" : "", "eventcontent" : "Config new system, installed ISPI/NEXT software, tested and boxed up to ship." } ] } , { "number" : "282", "pk_support" : "22261", "platform" : "BMW Motorrad USA", "topic" : "ISPI/NEXT TOOLS BUILD", "brief_description" : "Purchased new tools for workshop", "priority" : "2", "status" : "closed", "location" : "MAX BMW Motorcycles-NH Motorcycle Shop", "ounum" : "", "agcode" : "26121", "nacode" : "", "canum" : "", "contact" : "Joe Warner", "phone" : "603 964 2877", "email" : "Joe@maxbmw.com", "mobile" : "", "created" : "2023-06-07 10:11:04", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Joe Raymond", "issue" : "Purchased new Shared Storage and ISSS/NEXT for workshop", "resolution" : "Build, config and ship.", "sessions" : [ { "pk_session" : "t-73050", "eventdate" : "2023-05-31 10:11:04", "timeelapsed" : "500", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Config new system, installed ISPI/NEXT software, tested and boxed up to ship." } ] } , { "number" : "283", "pk_support" : "22262", "platform" : "BMW North America", "topic" : "ISPI/NEXT TOOLS BUILD", "brief_description" : "Purchased new ISSS/NEXT", "priority" : "2", "status" : "closed", "location" : "European Cars of Williamsburg-Independent Workshop", "ounum" : "", "agcode" : "46858", "nacode" : "46858", "canum" : "", "contact" : "Konstantin Fotiadis", "phone" : "757-220-9660", "email" : "gus.ecw@gmail.com", "mobile" : "", "created" : "2023-06-07 10:22:43", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Joe Raymond", "issue" : "Purchased new ISSS", "resolution" : "Configure & build ISSS/NEXT", "sessions" : [ { "pk_session" : "t-73052", "eventdate" : "2023-05-16 08:22:43", "timeelapsed" : "480", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Config new system, installed ISPI/NEXT software, tested and boxed up to ship." } , { "pk_session" : "c-63719", "eventdate" : 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{ "pk_session" : "t-73054", "eventdate" : "2023-05-02 10:42:01", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Replaced NIC socket, powered up and did firmware update. Modified case for ADEL clamp and reassembled. Retested iCOM connectivity and boxed up to ship." } , { "pk_session" : "c-63721", "eventdate" : "2023-06-07 10:42:43", "timeelapsed" : "0:00:41", "sessiontype" : "email", "personcontacting" : "Joe Raymond", "eventcontent" : "iCOM won't connect to ISTA" } ] } , { "number" : "286", "pk_support" : "22265", "platform" : "BMW Motorrad USA", "topic" : "ISPI/NEXT TOOLS BUILD", "brief_description" : "Purchased Shared Storage and ISSS/NEXT", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Atlanta-Motorcycle Shop", "ounum" : "", "agcode" : "23606", "nacode" : "", "canum" : "", "contact" : "Alex Boomer", "phone" : "770-984-9844", "email" : "alex@woolyscycles.com", "mobile" : "", "created" : "2023-06-07 10:47:07", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Joe Raymond", "issue" : "Purchased Shared Storage and ISSS/NEXT", "resolution" : "Build systems and ship", "sessions" : [ { "pk_session" : "t-73055", "eventdate" : "2023-05-16 08:47:07", "timeelapsed" : "460", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Config new system, installed ISPI/NEXT software, tested and boxed up to ship." } , { "pk_session" : "c-63722", "eventdate" : "2023-06-07 10:47:31", "timeelapsed" : "0:00:23", "sessiontype" : "email", "personcontacting" : "Joe Raymond", "eventcontent" : "Purchased new storage and ISSS/NEXT" } ] } , { "number" : "287", "pk_support" : "22266", "platform" : "BMW North America", "topic" : "ISPI/NEXT TOOLS BUILD", "brief_description" : "Purchased replacement NAS", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars of Beverly Hills (OGara Coach)-Rolls Royce Center", "ounum" : "50541", "agcode" : "50541", "nacode" : "", "canum" : "", "contact" : "Duron Bentley", "phone" : "310 623 9185", "email" : "dbentley@ogaracoach.com", "mobile" : "", "created" : "2023-06-07 10:51:25", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Joe Raymond", "issue" : "Old NAS failing", "resolution" : "Build new NAS, helped installation remotely.", "sessions" : [ { "pk_session" : "t-73056", "eventdate" : "2023-05-05 10:51:25", "timeelapsed" : "720", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Configured NAS and synched with Master. 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No connection", "priority" : "2", "status" : "closed", "location" : "BMW of Peabody-Shop 2- Centennial Drive", "ounum" : "1069903", "agcode" : "29178", "nacode" : "10699", "canum" : "", "contact" : "Darrell Glass", "phone" : "", "email" : "dglass@lyonwaugh.com", "mobile" : "", "created" : "2023-06-07 11:35:11", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Joe Raymond", "issue" : "NIC port damaged", "resolution" : "Replaced NIC socket, tested and refurbished iCOM.", "sessions" : [ { "pk_session" : "t-73068", "eventdate" : "2023-06-02 11:35:11", "timeelapsed" : "35", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Replaced NIC socket, powered up and did firmware update. Modified case for ADEL clamp and reassembled. Retested iCOM connectivity and boxed up to ship." } , { "pk_session" : "c-63731", "eventdate" : "2023-06-07 11:35:39", "timeelapsed" : "0:00:27", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "iCOM won't connect on network" } ] } , { "number" : "310", "pk_support" : "22274", "platform" : "BMW North America", "topic" : "ISPI/NEXT TOOLS BUILD", "brief_description" : "Purchased 2 new G6 ISSS's", "priority" : "2", "status" : "closed", "location" : "BMW of Arlington-Primary", "ounum" : "0646001", "agcode" : "36460", "nacode" : "36460", "canum" : "", "contact" : "Chuong Nguyen", "phone" : "", "email" : "cnguyen@bmwofarlington.com", "mobile" : "", "created" : "2023-06-07 11:41:01", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Joe Raymond", "issue" : "Purchased new equipment", "resolution" : "Configure, build & ship tools purchased.", "sessions" : [ { "pk_session" : "t-73070", "eventdate" : "2023-05-17 11:42:14", "timeelapsed" : "480", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Config new system, installed ISPI/NEXT software, tested and boxed up to ship. Waiting for payment" } , { "pk_session" : "t-73069", "eventdate" : "2023-06-02 08:41:01", "timeelapsed" : "480", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Scratch install of ISTA required." } , { "pk_session" : "c-63732", "eventdate" : "2023-06-07 11:41:23", "timeelapsed" : "0:00:20", "sessiontype" : "email", "personcontacting" : "Joe Raymond", "eventcontent" : "Purchased 2x new ISSS's" } ] } , { "number" : "311", "pk_support" : "22275", "platform" : "BMW North America", "topic" : "iCOM Repair", "brief_description" : "Another bad iCOM", "priority" : "2", "status" : "closed", "location" : "Bobby Rahal BMW of South Hills-Main Dealership", "ounum" : "", "agcode" : "26725", "nacode" : "26725", "canum" : "", "contact" : "Mike McMurray", "phone" : "724.743-9327", "email" : "mmcmurray@bobbyrahalbmw.com", "mobile" : "412-352-9082", "created" : "2023-06-07 11:44:49", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Joe Raymond", "issue" : "No connectivity to network", "resolution" : "Replaced NIC socket, updated firmware, modified case reassembled and shipped.", "sessions" : [ { "pk_session" : "t-73071", "eventdate" : "2023-06-06 11:44:49", "timeelapsed" : "35", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Replaced NIC socket, powered up and did firmware update. Modified case for ADEL clamp and reassembled. Retested iCOM connectivity and boxed up to ship." } , { "pk_session" : "c-63733", "eventdate" : "2023-06-07 11:45:01", "timeelapsed" : "0:00:11", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "iCOM broken" } ] } , { "number" : "312", "pk_support" : "22276", "platform" : "BMW North America", "topic" : "ISPI/NEXT TOOLS BUILD", "brief_description" : "Purchased 3x ISID/NEXT systems", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars NA, LLC.-Workshop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Kafui Dey", "phone" : "", "email" : "kafui.dey@rolls-roycemotorcarsna.com", "mobile" : "", "created" : "2023-06-08 08:16:09", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Joe Raymond", "issue" : "Purchased 3x ISID/NEXT systems", "resolution" : "Configure and build 3x ISSS/NEXT systems", "sessions" : [ { "pk_session" : "t-73079", "eventdate" : "2023-05-18 08:16:09", "timeelapsed" : "1440", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Config 3x new systems, installed ISPI/NEXT software, tested and boxed up to ship." } , { "pk_session" : "c-63736", "eventdate" : "2023-06-08 08:16:36", "timeelapsed" : "0:00:25", "sessiontype" : "email", "personcontacting" : "Joe Raymond", "eventcontent" : "Purchased 3x ISSS/NEXT systems for field personnel" } , { "pk_session" : "t-73093", "eventdate" : "2023-06-08 13:30:12", "timeelapsed" : "300", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Update ISTA to 4.40.41 on last system before shipping." } ] } , { "number" : "313", "pk_support" : "22277", "platform" : "BMW Motorrad USA", "topic" : "ISPI/NEXT TOOLS BUILD", "brief_description" : "New location. Purchased storage and ISSS", "priority" : "2", "status" : "closed", "location" : "VI Powersports-Motorcycle Dealership", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Norm Zulps", "phone" : "", "email" : "norm@vipowersports.com", "mobile" : "", "created" : "2023-06-08 08:20:49", "statusdate" : "2023-06-08 08:22:55", "statuscloseddate" : "2023-06-08 08:22:55", "updated" : "2023-06-08 08:22:55", "agent" : "Joe Raymond", "issue" : "New sales point. Build storage and ISSS/NEXT", "resolution" : "Built systems and shipped.", "sessions" : [ { "pk_session" : "t-73080", "eventdate" : "2023-05-17 08:20:49", "timeelapsed" : "960", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Config new systems, installed ISPI/NEXT software, tested and boxed up to ship." } , { "pk_session" : "c-63737", "eventdate" : "2023-06-08 08:21:30", "timeelapsed" : "0:00:39", "sessiontype" : "email", "personcontacting" : "Joe Raymond", "eventcontent" : "New outlet. Needs storage and ISSS systems built." } , { "pk_session" : "t-73081", "eventdate" : "2023-06-08 08:22:55", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "314", "pk_support" : "22278", "platform" : "BMW Motorrad USA", "topic" : "ISPI/NEXT TOOLS BUILD", "brief_description" : "New outlet. Needs equipment", "priority" : "2", "status" : "closed", "location" : "GP Bikes-Motorcycle Dealership", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Jerry Ordanis", "phone" : "", "email" : "jerry@gpbikes.com", "mobile" : "", "created" : "2023-06-08 08:24:33", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Joe Raymond", "issue" : "New outlet needs equipment.", "resolution" : "Built and shipped storage and ISSS", "sessions" : [ { "pk_session" : "t-73082", "eventdate" : "2023-05-23 08:24:33", "timeelapsed" : "960", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Config new systems, installed ISPI/NEXT software, tested and boxed up to ship." } , { "pk_session" : "c-63738", "eventdate" : "2023-06-08 08:24:59", "timeelapsed" : "0:00:25", "sessiontype" : "email", "personcontacting" : "Joe Raymond", "eventcontent" : "New outlet. Build and ship storage and ISSS" } ] } , { "number" : "315", "pk_support" : "22279", "platform" : "BMW Motorrad USA", "topic" : "ICOM", "brief_description" : "Received a new ICOM requires configuration", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Chris Sanders", "phone" : "", "email" : "", "mobile" : "240-353-3093", "created" : "2023-06-08 09:35:13", "statusdate" : "2023-06-08 09:42:18", "statuscloseddate" : "2023-06-08 09:42:18", "updated" : "2023-06-08 09:42:18", "agent" : "Stan Pascua", "issue" : "ICOM NEXT requires configuration and Firmware update", "resolution" : "ICOM Firmware updated and configured", "sessions" : [ { "pk_session" : "t-73084", "eventdate" : "2023-06-08 09:35:13", "timeelapsed" : "520", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63739", "eventdate" : "2023-06-08 09:35:50", "timeelapsed" : "8:40:22", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Chris called has a new ICOM NEXT needs to be configured and Firmware updated" } , { "pk_session" : "c-63740", "eventdate" : "2023-06-08 09:42:12", "timeelapsed" : "8:40:22", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC updated Firmware and configured ICOM NEXT" } , { "pk_session" : "t-73085", "eventdate" : "2023-06-08 09:42:18", "timeelapsed" : "520", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73086", "eventdate" : "2023-06-08 09:43:00", "timeelapsed" : "-1025", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Adjust time" } ] } , { "number" : "316", "pk_support" : "22280", "platform" : "BMW North America", "topic" : "iCOM Repair", "brief_description" : "2x iCOM A's no network communication", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Nashville-Rolls-Royce Motor Cars Nashville", "ounum" : "", "agcode" : "37168", "nacode" : "", "canum" : "", "contact" : "Michael Ashby", "phone" : "615-261-7337", "email" : "michael.ashby@carlockcars.com", "mobile" : "", "created" : "2023-06-09 13:37:04", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Joe Raymond", "issue" : "NIC ports loose and broken.", "resolution" : "Replaced NIC ports, tested connections, updated firmware, modified case for ADEL clamps, secured network dongle and retested connectivity.", "sessions" : [ { "pk_session" : "t-73094", "eventdate" : "2023-06-09 13:37:04", "timeelapsed" : "75", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Replaced NIC socket, powered up and did firmware update. Modified case for ADEL clamp and reassembled. Retested iCOM connectivity and boxed up to ship." } , { "pk_session" : "c-63741", "eventdate" : "2023-06-09 13:37:40", "timeelapsed" : "0:00:35", "sessiontype" : "email", "personcontacting" : "Joe Raymond", "eventcontent" : "Can't connect to heads via LAN cable." } ] } , { "number" : "317", "pk_support" : "22281", "platform" : "BMW North America", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support new ISPAHUB and NAS installed error on IPS, KAI and Shared Storage access", "priority" : "2", "status" : "closed", "location" : "Custom Training Group (UTI) Step-Custom Training Group (UTI) Orlando", "ounum" : "", "agcode" : "26312", "nacode" : "00607", "canum" : "", "contact" : "Radesh Sookram", "phone" : "321-281-9614", "email" : "rsookram@uti.edu", "mobile" : "523-399-3580", "created" : "2023-06-09 15:35:14", "statusdate" : "2023-06-13 07:02:30", "statuscloseddate" : "2023-06-13 07:02:30", "updated" : "2023-06-13 07:03:52", "agent" : "Stan Pascua", "issue" : "ISPI configuration not correct Shared storage 10.11.205.12ispinextdownloads.\nISPI Process services 10.11.205.11 KAI http://10.11.205.11:42424", "resolution" : "ISPAHUB configured Files are in the Download queue", "sessions" : [ { "pk_session" : "t-73095", "eventdate" : "2023-06-09 15:35:14", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63742", "eventdate" : "2023-06-09 15:35:53", "timeelapsed" : "0:00:38", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "Received an email from Radesh. ISPI errors on ISPI Admin Client" } , { "pk_session" : "c-63743", "eventdate" : "2023-06-09 15:38:31", "timeelapsed" : "0:03:16", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISPAHUB ISPI Cockpit configuration needs to be checked. Shared Storage repository should reflect the IP on the NAS 10.11.205.1210.11.205.12ispinextDownloads ISPI Process services 10.11.205.11 and KAI http://10.11.205.12:42424" } , { "pk_session" : "t-73102", "eventdate" : "2023-06-13 07:02:30", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73103", "eventdate" : "2023-06-13 07:03:52", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "318", "pk_support" : "22282", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support ISTA failed to update", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Sioux Falls-Motorcycle Dealership", "ounum" : "", "agcode" : "51050", "nacode" : "51050", "canum" : "", "contact" : "Ron Hinman", "phone" : "", "email" : "rhinman@verneide.com", "mobile" : "", "created" : "2023-06-12 08:58:19", "statusdate" : "2023-06-13 07:01:46", "statuscloseddate" : "2023-06-13 07:01:46", "updated" : "2023-06-16 14:00:17", "agent" : "Stan Pascua", "issue" : "ISTA failed to update", "resolution" : "Both devices were on Public network set to Private WINDOWS updates installing. Updated ISTA Launcher and started ISTA 4.41.xx update", "sessions" : [ { "pk_session" : "t-73096", "eventdate" : "2023-06-12 08:58:19", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63744", "eventdate" : "2023-06-12 08:58:46", "timeelapsed" : "0:00:25", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a call ISTA failed to update" } , { "pk_session" : "c-63745", "eventdate" : "2023-06-12 08:59:59", "timeelapsed" : "0:01:38", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS and Shop tablet installed Windows updates set to Private network,updated ISTA Launcher and started ISTA 4.41.xx update" } , { "pk_session" : "t-73097", "eventdate" : "2023-06-12 09:00:01", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73098", "eventdate" : "2023-06-12 09:00:11", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73121", "eventdate" : "2023-06-16 14:00:17", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "319", "pk_support" : "22283", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support ISTA failed to update", "priority" : "2", "status" : "active", "location" : "Victory BMW (Ridenow Euro)-Motorcycle Shop", "ounum" : "", "agcode" : "88222", "nacode" : "", "canum" : "", "contact" : "Jesse Hendricks", "phone" : "(855) 542-5786", "email" : "", "mobile" : "602-717-7545", "created" : "2023-06-12 12:49:51", "statusdate" : "", "statuscloseddate" : "0000-00-00 00:00:00", "updated" : "2023-12-11 13:07:14", "agent" : "Stan Pascua", "issue" : "ISTA failed to update. devices does not meet ISPI Specifications", "resolution" : "Uninstalled ISTA updated ISTA Launcher started update via advance feature on both devices TV 1897440097, 19083661153 SS 1209824099", "sessions" : [ { "pk_session" : "t-73099", "eventdate" : "2023-06-12 12:49:51", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63746", "eventdate" : "2023-06-12 12:50:22", "timeelapsed" : "0:00:29", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call ISTA failed to update" } , { "pk_session" : "c-63747", "eventdate" : "2023-06-12 12:51:55", "timeelapsed" : "0:02:03", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS updated IPS. Logged on to Shop PC started update on one using the Advance feature the other I had to uninstall and do a scratch install via Advance feature" } , { "pk_session" : "t-73100", "eventdate" : "2023-06-12 12:51:57", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "troubleshoot and ISTA install" } , { "pk_session" : "t-73101", "eventdate" : "2023-06-12 12:52:06", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73104", "eventdate" : "2023-06-13 07:04:42", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73122", "eventdate" : "2023-06-19 11:15:57", "timeelapsed" : "129", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73132", "eventdate" : "2023-06-22 12:10:11", "timeelapsed" : "47", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73715", "eventdate" : "2023-12-11 13:07:14", "timeelapsed" : "35", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73716", "eventdate" : "2023-12-11 13:07:14", "timeelapsed" : "35", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "320", "pk_support" : "22284", "platform" : "BMW North America", "topic" : "KAI", "brief_description" : "KAI Check failed unable to read keys", "priority" : "2", "status" : "closed", "location" : "BMW of Traverse City-Main Dealership", "ounum" : "3354001 (old 0680701)", "agcode" : "33540", "nacode" : "33540", "canum" : "", "contact" : "Tom Harrigan", "phone" : "231.929.6564", "email" : "", "mobile" : "", "created" : "2023-06-13 10:00:36", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-06-13 10:01:59", "agent" : "Stan Pascua", "issue" : "KAI Check failed unable t read keys.", "resolution" : "Started KAI services on ISPAHUB and IPS services", "sessions" : [ { "pk_session" : "t-73106", "eventdate" : "2023-06-13 10:00:36", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63748", "eventdate" : "2023-06-13 10:01:04", "timeelapsed" : "0:00:27", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call KAI check failed" } , { "pk_session" : "c-63749", "eventdate" : "2023-06-13 10:01:42", "timeelapsed" : "0:01:05", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISPAHUB started KAI and ISPI Process services. KAI Check OK" } , { "pk_session" : "t-73107", "eventdate" : "2023-06-13 10:01:43", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73108", "eventdate" : "2023-06-13 10:01:59", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "321", "pk_support" : "22285", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support ISTA Launcher shared drive not accessible", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Miami-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Roland Krystaszek", "phone" : "786-845-0052", "email" : "Roland@csipc.net", "mobile" : "239 285 1061", "created" : "2023-06-14 10:43:09", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-06-14 10:44:44", "agent" : "Stan Pascua", "issue" : "SS drive not accessible", "resolution" : "device registered and set to Private network SS accessible.", "sessions" : [ { "pk_session" : "t-73109", "eventdate" : "2023-06-14 10:43:09", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63750", "eventdate" : "2023-06-14 10:43:35", "timeelapsed" : "0:00:25", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Carlos called SS not accessible." } , { "pk_session" : "c-63751", "eventdate" : "2023-06-14 10:44:36", "timeelapsed" : "0:01:26", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC ISPI Admin client needs to be registered. device registered and set the device to Private network." } , { "pk_session" : "t-73110", "eventdate" : "2023-06-14 10:44:44", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "322", "pk_support" : "22286", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support Tablet not updating", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Max Holmer", "phone" : "850-466-5324", "email" : "max@adventuremotorsportsofnwf.com", "mobile" : "", "created" : "2023-06-14 11:30:08", "statusdate" : "2023-06-15 11:30:04", "statuscloseddate" : "2023-06-15 11:30:04", "updated" : "2023-06-15 11:30:04", "agent" : "Stan Pascua", "issue" : "tablet not updating", "resolution" : "registered Tablet updated ISTA Launcher ISTA 4.41.xx updating", "sessions" : [ { "pk_session" : "t-73111", "eventdate" : "2023-06-14 11:30:08", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63752", "eventdate" : "2023-06-14 11:30:34", "timeelapsed" : "0:00:24", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Jason called Tablet not updating" } , { "pk_session" : "c-63753", "eventdate" : "2023-06-14 11:32:09", "timeelapsed" : "0:02:00", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Tablet device registered, updated ISTA launcher and initiated ISTA 4.41.xx update" } , { "pk_session" : "t-73112", "eventdate" : "2023-06-14 11:32:11", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73113", "eventdate" : "2023-06-14 11:32:22", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "323", "pk_support" : "22287", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA DATA not transmitting", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Ventura-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Doug Smith", "phone" : "(805) 499-3770", "email" : "dsmith2bmwventura.com", "mobile" : "8052900125", "created" : "2023-06-15 10:23:03", "statusdate" : "2023-06-19 09:06:43", "statuscloseddate" : "2023-06-19 09:06:43", "updated" : "2023-06-19 09:06:43", "agent" : "Stan Pascua", "issue" : "ISTA data not transmitting", "resolution" : "instruction to transmit manaully", "sessions" : [ { "pk_session" : "t-73114", "eventdate" : "2023-06-15 10:23:03", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63754", "eventdate" : "2023-06-15 10:23:37", "timeelapsed" : "0:00:33", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Doug called left a message ISTA data not transmitting" } , { "pk_session" : "c-63755", "eventdate" : "2023-06-15 10:35:04", "timeelapsed" : "0:00:53", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "Sent instructions on how to send data manually and check ISTA Protocol transmission." } , { "pk_session" : "t-73115", "eventdate" : "2023-06-15 10:35:06", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "324", "pk_support" : "22288", "platform" : "BMW Motorrad USA", "topic" : "ICOM", "brief_description" : "ICOM configure and Firmware update", "priority" : "2", "status" : "closed", "location" : "Garcia Moto (Capitol BMW)-Motorcycle Shop", "ounum" : "", "agcode" : "25164", "nacode" : "", "canum" : "", "contact" : "Gene Piscitelli", "phone" : "", "email" : "gene@garciamoto.com", "mobile" : "", "created" : "2023-06-15 20:41:37", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-06-15 20:43:30", "agent" : "Stan Pascua", "issue" : "ICOM configure and firmware update", "resolution" : "ICOM Firmware updated and configured for Wireless mode", "sessions" : [ { "pk_session" : "t-73116", "eventdate" : "2023-06-15 20:41:37", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63756", "eventdate" : "2023-06-15 20:42:36", "timeelapsed" : "0:00:57", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a call they got a new ICOM requires firmware and configured for wireless mode" } , { "pk_session" : "c-63757", "eventdate" : "2023-06-15 20:43:16", "timeelapsed" : "0:01:37", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC updated ICOM Firmware and configured for Wireless mode." } , { "pk_session" : "t-73117", "eventdate" : "2023-06-15 20:43:17", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ICOM Firmware update" } , { "pk_session" : "t-73118", "eventdate" : "2023-06-15 20:43:30", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "325", "pk_support" : "22289", "platform" : "BMW North America", "topic" : "ISPA Hub Hardware Failure", "brief_description" : "Extended power outage - will not boot", "priority" : "2", "status" : "closed", "location" : "BMW of Ridgefield-Main Dealership", "ounum" : "0630901", "agcode" : "51085", "nacode" : "51085", "canum" : "", "contact" : "Tom Alongi (R)", "phone" : "", "email" : "", "mobile" : "", "created" : "2023-06-16 12:56:08", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Joe Raymond", "issue" : "Boot sector corrupted", "resolution" : "Rebuild the server", "sessions" : [ { "pk_session" : "t-73119", "eventdate" : "2023-06-15 10:56:08", "timeelapsed" : "480", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot cause, start rebuild...got to updates and the OS had split the boot sector off from the OS. Wiped drives, unplugged SATA1 and restarted installation." } , { "pk_session" : "t-73120", "eventdate" : "2023-06-16 07:58:27", "timeelapsed" : "300", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Finish up Windows Updates, set system for dynamic drives and installed BMW software. Installed IPS and KAI data from recovered drive, deregistered Admin Client packed & shipped." } , { "pk_session" : "c-63758", "eventdate" : "2023-06-16 12:56:28", "timeelapsed" : "0:00:19", "sessiontype" : "email", "personcontacting" : "Joe Raymond", "eventcontent" : "Server will not boot" } ] } , { "number" : "326", "pk_support" : "22290", "platform" : "BMW North America", "topic" : "NAS", "brief_description" : "NAS saturating network @ Roswell location", "priority" : "2", "status" : "closed", "location" : "United BMW-BMW of Gwinnett Place (was United BMW of Gwinnett Place)", "ounum" : "2064801", "agcode" : "20648", "nacode" : "20648", "canum" : "", "contact" : "Robert Raymond", "phone" : "", "email" : "", "mobile" : "973-202-7324", "created" : "2023-06-19 13:00:32", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Joe Raymond", "issue" : "Synch job stuck", "resolution" : "Reset synch and showed him how to properly set up synch in HBS3 application", "sessions" : [ { "pk_session" : "t-73123", "eventdate" : "2023-06-19 12:10:32", "timeelapsed" : "65", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Downloaded QFinder and connected to NAS. Updated firmware and rebooted. Synch job restarted and we shut it off. Showed him how to properly synch between NAS @ Roswell and Alpharetta." } , { "pk_session" : "c-63759", "eventdate" : "2023-06-19 13:01:01", "timeelapsed" : "0:00:28", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "NAS is saturating network @ Roswell BMW" } ] } , { "number" : "327", "pk_support" : "22291", "platform" : "BMW Motorrad USA", "topic" : "IPS Health check failed", "brief_description" : "IPS Health check failed", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Louisville-Motorcycle Shop", "ounum" : "", "agcode" : "20851", "nacode" : "", "canum" : "", "contact" : "Jeremy Snawder", "phone" : " 270-783-3488", "email" : "jjsnawder@martingp.com", "mobile" : "270-320-2189", "created" : "2023-06-20 10:41:51", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-06-20 10:43:15", "agent" : "Stan Pascua", "issue" : "IPS Check failed", "resolution" : "SS was offline. Started SS IPS functional", "sessions" : [ { "pk_session" : "t-73124", "eventdate" : "2023-06-20 10:41:51", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63760", "eventdate" : "2023-06-20 10:42:22", "timeelapsed" : "0:00:30", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Jeremy called IPS health check failed" } , { "pk_session" : "c-63761", "eventdate" : "2023-06-20 10:43:05", "timeelapsed" : "0:01:12", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "The Ss was offline due to power outage. started SSIPS check OK" } , { "pk_session" : "t-73125", "eventdate" : "2023-06-20 10:43:06", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73126", "eventdate" : "2023-06-20 10:43:15", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "328", "pk_support" : "22292", "platform" : "BMW North America", "topic" : "network and programming issues", "brief_description" : "Workshop 3560 switch has gone down at MINI of Toronto", "priority" : "2", "status" : "closed", "location" : "BMW Toronto-BMW Toronto Main Office", "ounum" : "", "agcode" : "25752", "nacode" : "", "canum" : "6185", "contact" : "Paul Melo", "phone" : "416-625-7994", "email" : "paul.melo@bmwtoronto.ca", "mobile" : "416-625-7994", "created" : "2023-06-20 13:31:03", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "Power surge has corrupted the switch", "resolution" : "Paul has acquired a replacement 3560. Spent time configuring it remotely and also configuring a subordinate 2960X switch to get the workshop up and running.", "sessions" : [ { "pk_session" : "t-73127", "eventdate" : "2023-06-20 13:31:03", "timeelapsed" : "63", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Phone call and remote session for the workshop gateway switch. configured with DHCP for workshop subnet." } , { "pk_session" : "t-73128", "eventdate" : "2023-06-20 13:31:23", "timeelapsed" : "59", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Phone call and remote session for subordinate switch." } ] } , { "number" : "329", "pk_support" : "22293", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support purchased Premium GETAC Tablet STG230501 needs to be configured", "priority" : "2", "status" : "closed", "location" : "Sturgis Motorsports-Motorcycle Shop", "ounum" : "", "agcode" : "95778", "nacode" : "", "canum" : "", "contact" : "Eric Sortland", "phone" : "", "email" : "esortlanda verneide.com", "mobile" : "605-415-7880", "created" : "2023-06-21 09:02:18", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-06-21 09:09:02", "agent" : "Stan Pascua", "issue" : "New GETAC Premium tablet needs to be configured. NOTE: Came with Windows 11", "resolution" : "New GETAC configured.", "sessions" : [ { "pk_session" : "t-73129", "eventdate" : "2023-06-21 09:02:18", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63762", "eventdate" : "2023-06-21 09:06:52", "timeelapsed" : "0:04:33", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Eric called they purchased a GETAC Premium tablet STG230501" } , { "pk_session" : "c-63763", "eventdate" : "2023-06-21 09:07:51", "timeelapsed" : "0:05:32", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to GETAC device configured and ISPI Software installed. NOTE: device came with Windows 11" } , { "pk_session" : "t-73130", "eventdate" : "2023-06-21 09:07:53", "timeelapsed" : "480", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Build GETAC Premium Tablet from scratch" } , { "pk_session" : "t-73131", "eventdate" : "2023-06-21 09:09:02", "timeelapsed" : "7", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "330", "pk_support" : "22294", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support setup new HP G6", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Bill Walls", "phone" : "770-984-9844 X1", "email" : "bill@bmwma.com", "mobile" : "404-606-9262", "created" : "2023-06-22 12:11:50", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-06-22 12:15:35", "agent" : "Stan Pascua", "issue" : "setup new HP G6", "resolution" : "Both device setup, configured and registered.", "sessions" : [ { "pk_session" : "t-73133", "eventdate" : "2023-06-22 12:11:50", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Logged on to SS device registered IPS installed. Logged on to Shop PC shared drive mapped, device registered and initiated ISTA 4.41.xx update" } , { "pk_session" : "c-63764", "eventdate" : "2023-06-22 12:12:25", "timeelapsed" : "0:00:34", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Bill called needs to setup both new HP G6 PCs" } , { "pk_session" : "t-73134", "eventdate" : "2023-06-22 12:15:18", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Setup Shop PC for ISPI" } , { "pk_session" : "t-73135", "eventdate" : "2023-06-22 12:15:35", "timeelapsed" : "4", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "331", "pk_support" : "22295", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "Issue installing ISTA on Shop PC hangs at installing", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Nashville-Motorcycle Shop", "ounum" : "", "agcode" : "51337", "nacode" : "", "canum" : "", "contact" : "Shaun Robbins", "phone" : "", "email" : " shaun@bmwmcnashville.com", "mobile" : "239-777-7605", "created" : "2023-06-22 12:18:02", "statusdate" : "2023-06-27 15:31:00", "statuscloseddate" : "2023-06-27 15:31:00", "updated" : "2023-06-27 15:31:59", "agent" : "Stan Pascua", "issue" : "Shop ISTA failed to install ISTA", "resolution" : "For the Interim configuring their SS to run ISTA until there new HP G6 arrive. G6 arrived and registered", "sessions" : [ { "pk_session" : "t-73136", "eventdate" : "2023-06-22 12:18:02", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63765", "eventdate" : "2023-06-22 12:18:33", "timeelapsed" : "0:00:30", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Shaun called ISTA failed to install on shop PC." } , { "pk_session" : "c-63766", "eventdate" : "2023-06-22 12:21:01", "timeelapsed" : "0:02:58", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC device is not installing the ISTA packages. Check disk OK ran checksum on several files all are a match. ISTA hung on installing ISTA files. recommend we setup their SS with ISTA for the interim until they receive their HP G6" } , { "pk_session" : "t-73137", "eventdate" : "2023-06-22 12:21:05", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73138", "eventdate" : "2023-06-22 12:21:15", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63777", "eventdate" : "2023-06-27 15:31:28", "timeelapsed" : "0:00:27", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Both SS and ISSNEXT registered" } , { "pk_session" : "t-73156", "eventdate" : "2023-06-27 15:31:32", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "setup ISPI PC" } , { "pk_session" : "t-73157", "eventdate" : "2023-06-27 15:31:59", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "332", "pk_support" : "22296", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA install fail device hangs on download ISTA files", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Jeff Gallo", "phone" : "239-481-8100", "email" : "jeffgallo@gcmotorcycles.com", "mobile" : "239-823-2257", "created" : "2023-06-22 12:23:04", "statusdate" : "2023-06-23 12:32:15", "statuscloseddate" : "2023-06-23 12:32:15", "updated" : "2023-06-27 09:37:17", "agent" : "Stan Pascua", "issue" : "ISTA fails to install ISTA hung on downloading files. System has over 700 GB free", "resolution" : "ISSSNEXT is being shipped today. ISTA 4,41,xx installed", "sessions" : [ { "pk_session" : "t-73139", "eventdate" : "2023-06-22 12:23:04", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63767", "eventdate" : "2023-06-22 12:23:39", "timeelapsed" : "0:00:33", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "Jeff sent an email ISTA failed to update" } , { "pk_session" : "c-63768", "eventdate" : "2023-06-22 12:24:51", "timeelapsed" : "0:01:45", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC ISTA files hung on Downloading, system performance is horrible." } , { "pk_session" : "t-73140", "eventdate" : "2023-06-22 12:24:53", "timeelapsed" : "35", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "troubleshoot and ISTA install" } , { "pk_session" : "c-63771", "eventdate" : "2023-06-23 09:19:33", "timeelapsed" : "0:00:42", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "ISSSNEXT is being shipped today" } , { "pk_session" : "t-73145", "eventdate" : "2023-06-23 09:19:35", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73152", "eventdate" : "2023-06-27 09:37:17", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "333", "pk_support" : "22297", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA failed to update", "priority" : "2", "status" : "closed", "location" : "Cross Country BMW-Motorcycle Shop", "ounum" : "", "agcode" : "20813", "nacode" : "", "canum" : "", "contact" : "Joe Trimmer", "phone" : "732-635-0094 ext. 1042", "email" : "joe@ccbmw.com", "mobile" : "", "created" : "2023-06-22 14:38:33", "statusdate" : "2023-06-27 08:25:36", "statuscloseddate" : "2023-06-27 08:25:36", "updated" : "2023-06-27 09:01:52", "agent" : "Stan Pascua", "issue" : "ISTA failed to update", "resolution" : "Uninstalled ISTA, updated IRAP Client. started ISTA 4.41.xx install, ICOM Firmware updated", "sessions" : [ { "pk_session" : "t-73141", "eventdate" : "2023-06-22 14:38:33", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63769", "eventdate" : "2023-06-22 14:40:14", "timeelapsed" : "0:01:39", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call HP G2 ISTA update failed. Uninstalled ISTA cleaned ProgramDATA files C: drive has 790 GB Free. Updated IRAP Client" } , { "pk_session" : "t-73142", "eventdate" : "2023-06-22 14:40:15", "timeelapsed" : "40", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "troubleshoot and ISTA install" } , { "pk_session" : "t-73143", "eventdate" : "2023-06-22 14:40:28", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63772", "eventdate" : "2023-06-23 09:20:52", "timeelapsed" : "0:01:01", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "started ISTA 4.41.xx install" } , { "pk_session" : "t-73151", "eventdate" : "2023-06-27 09:01:39", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ICOM Firmware update" } ] } , { "number" : "334", "pk_support" : "22298", "platform" : "BMW North America", "topic" : "ISPI/NEXT Tools Configuration", "brief_description" : "Assisting installation of new hub and NAS.", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Manhattan-Rolls Royce Center", "ounum" : "50563", "agcode" : "50563", "nacode" : "", "canum" : "", "contact" : "Ron Mahadeo", "phone" : "212.594.6200", "email" : "ron.mahadeo@manhattanmotorcars.com", "mobile" : "917.443.1756", "created" : "2023-06-26 09:09:05", "statusdate" : "2023-08-23 21:28:48", "statuscloseddate" : "2023-08-23 21:28:48", "updated" : "2023-08-23 21:28:48", "agent" : "Joe Raymond", "issue" : "Equipment old and needs replacement.", "resolution" : "Copied files for IPS & KAI, shut down system, brought up new HUB and registered Admin Client. Moved IPS & KAI files over and health checks pass, Brought new NAS online, set up synch job and will set it off after hours.", "sessions" : [ { "pk_session" : "t-73147", "eventdate" : "2023-06-26 04:09:05", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Stopped IPS and KAI services and copied folders to NAS shared drive." } , { "pk_session" : "t-73148", "eventdate" : "2023-06-26 08:25:32", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Shut down old system, brought up new HUB and registered Admin Client. Moved IPS & KAI files over and health checks pass, Brought new NAS online, set up synch job and will set it off after hours." } , { "pk_session" : "c-63773", "eventdate" : "2023-06-26 09:09:49", "timeelapsed" : "0:00:42", "sessiontype" : "email", "personcontacting" : "Joe Raymond", "eventcontent" : "Asking if Monday 9:30 EDT was good for the swap." } ] } , { "number" : "335", "pk_support" : "22299", "platform" : "BMW North America", "topic" : "NAS", "brief_description" : "Losing connection to NAS, forcing a reboot.", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Jordan Lombard", "phone" : "", "email" : "", "mobile" : "973-902-5518", "created" : "2023-06-26 11:57:15", "statusdate" : "2023-08-23 21:29:08", "statuscloseddate" : "2023-08-23 21:29:08", "updated" : "2023-08-23 21:29:08", "agent" : "Joe Raymond", "issue" : "NAS is faulty...troubleshooting with QNAP", "resolution" : "", "sessions" : [ { "pk_session" : "t-73149", "eventdate" : "2023-06-26 08:57:15", "timeelapsed" : "180", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshooting NAS problems. RAID is having issues, connectivity issues happening. Files are getting transferred and getting corrupted." } , { "pk_session" : "c-63774", "eventdate" : "2023-06-26 11:57:51", "timeelapsed" : "0:00:35", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "BMW Ramsey's NAS having problems." } ] } , { "number" : "336", "pk_support" : "22300", "platform" : "BMW North America", "topic" : "", "brief_description" : "keyreader not workiing?", "priority" : "2", "status" : "closed", "location" : "BMW of New London-Main Dealership", "ounum" : "0658201", "agcode" : "36582", "nacode" : "36582", "canum" : "", "contact" : "Steve Bedard", "phone" : "860.447.3141", "email" : "workshop@bmwofnewlondon.com", "mobile" : "860-367-2618", "created" : "2023-06-26 12:17:30", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "Looked at keyreader checked function. Seems to be working", "resolution" : "Make sure you are refreshing the AWP site after each key read.", "sessions" : [ { "pk_session" : "t-73150", "eventdate" : "2023-06-26 12:17:30", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "337", "pk_support" : "22301", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA failed to update", "priority" : "2", "status" : "closed", "location" : "Hansen's BMW-Motorcycle Shop", "ounum" : "", "agcode" : "28233", "nacode" : "", "canum" : "", "contact" : "Craig Hansen", "phone" : "541-535-3342", "email" : "craig@hansensmc.com", "mobile" : "541-944-8050", "created" : "2023-06-27 12:20:30", "statusdate" : "2023-07-07 08:51:12", "statuscloseddate" : "2023-07-07 08:51:12", "updated" : "2023-07-07 08:51:12", "agent" : "Stan Pascua", "issue" : "ISTA failed to update. AIR Client and ISTA/P obsolete", "resolution" : "Updated AIR Client, uninstalled ISTA/P cleansed ProgramDATA files, copied ISTA/P 3.71 to DATA Folder. started ISTA 4.41.xx install.initiated ISTA/P 3.71 install", "sessions" : [ { "pk_session" : "t-73153", "eventdate" : "2023-06-27 12:20:30", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63775", "eventdate" : "2023-06-27 12:21:02", "timeelapsed" : "0:00:31", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Craig called ISTA failed to update" } , { "pk_session" : "c-63776", "eventdate" : "2023-06-27 12:22:42", "timeelapsed" : "0:02:11", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC AIR Client and ISTA/P obsolete updated AIR, Uninstalled ISTA/P cleaned ProgramDATA files. Copied ISTA/P 3.71 to DATA folder. Started ISTA 4.44.1xx install" } , { "pk_session" : "t-73154", "eventdate" : "2023-06-27 12:22:43", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73155", "eventdate" : "2023-06-27 12:22:54", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63784", "eventdate" : "2023-06-30 12:30:06", "timeelapsed" : "0:01:10", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to shop PC initiated ISTA/P 3.71 install" } , { "pk_session" : "t-73168", "eventdate" : "2023-06-30 12:30:09", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "338", "pk_support" : "22302", "platform" : "", "topic" : "ISTA Launcher", "brief_description" : "Error message, 'Shared Storage not accessible'.", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Nashville-Motorcycle Shop", "ounum" : "", "agcode" : "51337", "nacode" : "", "canum" : "", "contact" : "Shaun Robbins", "phone" : "", "email" : " shaun@bmwmcnashville.com", "mobile" : "239-777-7605", "created" : "2023-06-28 08:18:53", "statusdate" : "2023-06-28 08:20:18", "statuscloseddate" : "2023-06-28 08:20:18", "updated" : "2023-06-28 08:20:18", "agent" : "Robert Oteri", "issue" : "", "resolution" : "Restarted ISTA Launcher service and app.", "sessions" : [ { "pk_session" : "t-73158", "eventdate" : "2023-06-28 08:18:53", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63778", "eventdate" : "2023-06-28 08:19:35", "timeelapsed" : "0:00:40", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Shaun called to report there is an error on the screen for the new ISSS installed, after iSTA update." } , { "pk_session" : "t-73159", "eventdate" : "2023-06-28 08:20:00", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } ] } , { "number" : "339", "pk_support" : "22303", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA update failed", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Charleston-Motorcycle Shop", "ounum" : "", "agcode" : "51501", "nacode" : "", "canum" : "", "contact" : "Jordan Richards", "phone" : "843-554-4600", "email" : "service@championhondabmw.com", "mobile" : "", "created" : "2023-06-29 09:58:10", "statusdate" : "2023-07-07 08:51:29", "statuscloseddate" : "2023-07-07 08:51:29", "updated" : "2023-07-07 08:51:29", "agent" : "Stan Pascua", "issue" : "ISTA update failed", "resolution" : "Uninstalled ISTA and initiated ISTA install", "sessions" : [ { "pk_session" : "t-73160", "eventdate" : "2023-06-29 09:58:10", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63779", "eventdate" : "2023-06-29 09:58:37", "timeelapsed" : "0:00:26", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received call ISTA update failed" } , { "pk_session" : "c-63780", "eventdate" : "2023-06-29 09:59:24", "timeelapsed" : "0:01:13", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logge don to Shop PC uninstalled ISTA then initiated ISTA install" } , { "pk_session" : "t-73161", "eventdate" : "2023-06-29 09:59:26", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73162", "eventdate" : "2023-06-29 09:59:39", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "340", "pk_support" : "22304", "platform" : "BMW North America", "topic" : "KAI", "brief_description" : "KAI check failed", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Vicki Mihalski", "phone" : "610.820.2966", "email" : "vmihalski@danielsbmw.com", "mobile" : "", "created" : "2023-06-30 12:18:25", "statusdate" : "2023-07-07 08:50:58", "statuscloseddate" : "2023-07-07 08:50:58", "updated" : "2023-07-07 08:50:58", "agent" : "Stan Pascua", "issue" : "KAI Check failed device registered under dealer-speed .", "resolution" : "device needs to be registered under the Sgate account", "sessions" : [ { "pk_session" : "t-73163", "eventdate" : "2023-06-30 12:18:25", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63781", "eventdate" : "2023-06-30 12:19:05", "timeelapsed" : "0:00:39", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Helion tech support called KAI Check failed" } , { "pk_session" : "t-73164", "eventdate" : "2023-06-30 12:21:20", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "341", "pk_support" : "22305", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISTA low disk space error", "priority" : "2", "status" : "closed", "location" : "Laurel BMW-Main Dealership", "ounum" : "0639001", "agcode" : "66390", "nacode" : "66390", "canum" : "", "contact" : "Jaime Shustrick", "phone" : "", "email" : "", "mobile" : "814-322-7598", "created" : "2023-06-30 12:23:26", "statusdate" : "2023-06-30 12:39:48", "statuscloseddate" : "2023-06-30 12:39:48", "updated" : "2023-06-30 12:39:48", "agent" : "Stan Pascua", "issue" : "ISTA low disk space", "resolution" : "Uninstalled ISTA then initiated ISTA 4.42.xx install", "sessions" : [ { "pk_session" : "t-73165", "eventdate" : "2023-06-30 12:23:26", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63782", "eventdate" : "2023-06-30 12:24:13", "timeelapsed" : "0:00:46", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Jaime called ISTA has a low disk space error" } , { "pk_session" : "c-63783", "eventdate" : "2023-06-30 12:24:59", "timeelapsed" : "0:01:31", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Asked Jaime to uninstall ISTA then initiates the ISTA install" } , { "pk_session" : "t-73166", "eventdate" : "2023-06-30 12:25:01", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73167", "eventdate" : "2023-06-30 12:25:13", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "342", "pk_support" : "22306", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "new keyreader install is not transferring to the server", "priority" : "2", "status" : "closed", "location" : "Laurel BMW-Main Dealership", "ounum" : "0639001", "agcode" : "66390", "nacode" : "66390", "canum" : "", "contact" : "Jaime Shustrick", "phone" : "", "email" : "", "mobile" : "814-322-7598", "created" : "2023-06-30 12:41:06", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "Uploader not functioning", "resolution" : "Re-installed uploader and checked function. Keyreader now working.", "sessions" : [ { "pk_session" : "t-73169", "eventdate" : "2023-06-30 12:41:06", "timeelapsed" : "16", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "343", "pk_support" : "22307", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support SS not accessible", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Nashville-Motorcycle Shop", "ounum" : "", "agcode" : "51337", "nacode" : "", "canum" : "", "contact" : "Shaun Robbins", "phone" : "", "email" : " shaun@bmwmcnashville.com", "mobile" : "239-777-7605", "created" : "2023-07-01 09:10:54", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-07-01 09:13:06", "agent" : "Stan Pascua", "issue" : "SS not accessible", "resolution" : "Windows updates required reboot after reboot SS accessible", "sessions" : [ { "pk_session" : "t-73170", "eventdate" : "2023-07-01 09:10:54", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63785", "eventdate" : "2023-07-01 09:11:20", "timeelapsed" : "0:00:25", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Stuart called SS not accessible" } , { "pk_session" : "c-63786", "eventdate" : "2023-07-01 09:12:53", "timeelapsed" : "0:01:58", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS device required a reboot after Windows updates installed. After reboot SS accessible. shop PC required Windows updates once updated and rebooted SS accessible" } , { "pk_session" : "t-73171", "eventdate" : "2023-07-01 09:12:55", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73172", "eventdate" : "2023-07-01 09:13:06", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "344", "pk_support" : "22308", "platform" : "", "topic" : "KAI", "brief_description" : "Key readers down", "priority" : "2", "status" : "closed", "location" : "BMW of Lafayette (Bill DeFouw BMW)-Main Dealership", "ounum" : "0684301", "agcode" : "56843", "nacode" : "56843", "canum" : "", "contact" : "Seth MacOwen", "phone" : "765-449-2865", "email" : "SMacowan@defouw.com", "mobile" : "", "created" : "2023-07-03 15:45:34", "statusdate" : "2023-07-03 15:51:41", "statuscloseddate" : "2023-07-03 15:51:41", "updated" : "2023-07-03 15:51:41", "agent" : "Robert Oteri", "issue" : "Update release caused KAI to go down because Hub Admin Client showed DeaerSpeed registration.", "resolution" : "Worked with MSP to re-register the Hub and update KAI.", "sessions" : [ { "pk_session" : "c-63787", "eventdate" : "2023-07-03 15:46:42", "timeelapsed" : "0:01:07", "sessiontype" : "email", "personcontacting" : "Robert Oteri", "eventcontent" : "Rick Doran requested assistance with dealer dues to BMWNA holiday closure." } , { "pk_session" : "c-63788", "eventdate" : "2023-07-03 15:47:31", "timeelapsed" : "0:01:56", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Called Seth MacOwen to get access to the Hub. He indicated that all IT is outsourced and he would reach out to them to contact me." } , { "pk_session" : "c-63789", "eventdate" : "2023-07-03 15:49:48", "timeelapsed" : "0:04:13", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Spoke with Nick from their MSP. He was able to use their SGate credentials to re-register the Hub. Checked KAI operations - all normal." } , { "pk_session" : "t-73173", "eventdate" : "2023-07-03 15:51:23", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } ] } , { "number" : "345", "pk_support" : "22309", "platform" : "BMW North America", "topic" : "KAI", "brief_description" : "KAI check failed", "priority" : "2", "status" : "closed", "location" : "Capital Eurocars. Inc.-Main Dealership", "ounum" : "2041201", "agcode" : "20412", "nacode" : "20412", "canum" : "", "contact" : "Tommy Sizemore", "phone" : "850-574-3777", "email" : "tesizemore@crowncars.com", "mobile" : "334-805-3043", "created" : "2023-07-05 08:42:31", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Stan Pascua", "issue" : "KAI Check failed", "resolution" : "After ISPI Admin client updated dealerspeed registration no longer valid. De-registered and registered with Sgate credentials KAI Check ok", "sessions" : [ { "pk_session" : "t-73174", "eventdate" : "2023-07-05 08:42:31", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63790", "eventdate" : "2023-07-05 08:42:56", "timeelapsed" : "0:00:24", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Tommie called KAI Check failed" } , { "pk_session" : "c-63791", "eventdate" : "2023-07-05 08:44:04", "timeelapsed" : "0:01:31", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISPAHUB device registered with dealerspeed credentials de-registered and registered with Sgate credentials KAI check OK" } , { "pk_session" : "t-73175", "eventdate" : "2023-07-05 08:44:08", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } ] } , { "number" : "346", "pk_support" : "22310", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "KAI not running", "priority" : "2", "status" : "closed", "location" : "Paul Miller Rolls-Royce-Rolls Royce Center", "ounum" : "50562", "agcode" : "50562", "nacode" : "", "canum" : "", "contact" : "Joel Bermudez", "phone" : "973-390-1320", "email" : "jbermudez@paulmiller.com", "mobile" : "", "created" : "2023-07-05 14:56:41", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "BMW Back end systems not allowing admin client to register the HUB. ", "resolution" : "Had a momentary registration, but the system logged it back out. When it is registered, KAI is functioning correctly", "sessions" : [ { "pk_session" : "t-73176", "eventdate" : "2023-07-05 14:56:41", "timeelapsed" : "80", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "347", "pk_support" : "22311", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "keyreader plus not working correctly", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Quebec-Main Dealership", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Dennis Sutton", "phone" : "514-738-3030", "email" : "dennissutton@rolls-roycemotorcars-quebec.com", "mobile" : "", "created" : "2023-07-05 15:58:23", "statusdate" : "2023-07-11 15:24:32", "statuscloseddate" : "2023-07-11 15:24:32", "updated" : "2023-07-11 15:24:32", "agent" : "Mark Watson", "issue" : "ISPI Next admin client issues with authentication server in NJ Cannot register PCs or HUB", "resolution" : "Worked with 3rd party IT to get TeamViewer up and then had Joe look at HUB and NAS. Updated NAS firmware and windows updats on HUB. Reinstalled Admin Client and updated IPS.", "sessions" : [ { "pk_session" : "t-73177", "eventdate" : "2023-07-05 15:58:23", "timeelapsed" : "21", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73211", "eventdate" : "2023-07-11 15:24:32", "timeelapsed" : "133", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "348", "pk_support" : "22312", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support update ISPI Admin, IPS and AIR", "priority" : "2", "status" : "closed", "location" : "A & S BMW Motorcycles-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Jeff Hanrahan", "phone" : "", "email" : "jeffh@ascycles.com", "mobile" : "(650) 793-1963", "created" : "2023-07-06 11:27:15", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-07-06 11:28:41", "agent" : "Stan Pascua", "issue" : "Update ISPI Admin, AIR and IPS on SS", "resolution" : "Updated 4 devices ISPI Admin, AIR and IPS on SS", "sessions" : [ { "pk_session" : "t-73178", "eventdate" : "2023-07-06 11:27:15", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63792", "eventdate" : "2023-07-06 11:27:49", "timeelapsed" : "0:00:32", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Jeff called needs to update ISPI Admin and AIR" } , { "pk_session" : "c-63793", "eventdate" : "2023-07-06 11:28:27", "timeelapsed" : "0:01:10", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to 4 devices updated ISPI Admin, AIR and IPS on SS" } , { "pk_session" : "t-73179", "eventdate" : "2023-07-06 11:28:28", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73180", "eventdate" : "2023-07-06 11:28:41", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "349", "pk_support" : "22313", "platform" : "BMW Motorrad USA", "topic" : "AIR will not run", "brief_description" : "AIR Client fails to open after update error 0049", "priority" : "2", "status" : "closed", "location" : "Hermy's BMW Motorcycles-Motorcycle Shop", "ounum" : "", "agcode" : "58244", "nacode" : "", "canum" : "", "contact" : "Herman Baver", "phone" : "610-562-7303", "email" : "herman.baver@hermys.com", "mobile" : "570-640-4752", "created" : "2023-07-06 12:12:38", "statusdate" : "2023-07-10 08:46:09", "statuscloseddate" : "2023-07-10 08:46:09", "updated" : "2023-07-10 08:46:09", "agent" : "Stan Pascua", "issue" : "AIR fails to open after update error 0049", "resolution" : "recommend he creates a ticket and revert back to prior version", "sessions" : [ { "pk_session" : "t-73181", "eventdate" : "2023-07-06 12:12:38", "timeelapsed" : "43", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73185", "eventdate" : "2023-07-07 08:46:05", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63796", "eventdate" : "2023-07-07 08:46:44", "timeelapsed" : "0:00:38", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Herman called AIR failed to open after update error 0049" } , { "pk_session" : "t-73186", "eventdate" : "2023-07-07 08:47:18", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73196", "eventdate" : "2023-07-10 08:45:58", "timeelapsed" : "16", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "350", "pk_support" : "22314", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support questions on ISPI Admin Client and ISTA Launcher", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Bill Walls", "phone" : "770-984-9844 X1", "email" : "bill@bmwma.com", "mobile" : "404-606-9262", "created" : "2023-07-07 08:24:24", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-07-07 08:26:08", "agent" : "Stan Pascua", "issue" : "Questions on ISPI And ISTA", "resolution" : "Questions answered and Windows updates installed and AIR Client updated", "sessions" : [ { "pk_session" : "t-73182", "eventdate" : "2023-07-07 08:24:24", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63794", "eventdate" : "2023-07-07 08:25:00", "timeelapsed" : "0:00:35", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Bill called had questions regarding the Admin and ISTA Launcher" } , { "pk_session" : "c-63795", "eventdate" : "2023-07-07 08:25:55", "timeelapsed" : "0:01:30", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to both device Admin client were updated. AIR needed to be updated and Windows updates installed." } , { "pk_session" : "t-73183", "eventdate" : "2023-07-07 08:25:56", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73184", "eventdate" : "2023-07-07 08:26:08", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "351", "pk_support" : "22315", "platform" : "BMW Motorrad USA", "topic" : "AIR will not run", "brief_description" : "AIR will not open after update error 0049", "priority" : "2", "status" : "closed", "location" : "Morton's BMW-Motorcycle Shop", "ounum" : "", "agcode" : "58366", "nacode" : "", "canum" : "", "contact" : "Andy Shaw", "phone" : "540-8919844", "email" : "andy@mortonsbmw.com", "mobile" : "", "created" : "2023-07-07 08:49:18", "statusdate" : "2023-07-10 08:47:01", "statuscloseddate" : "2023-07-10 08:47:01", "updated" : "2023-07-10 08:47:01", "agent" : "Stan Pascua", "issue" : "AIR Client failed to open after update error 0049", "resolution" : "Recommend he submits a ticket. Updated IPS on SS", "sessions" : [ { "pk_session" : "t-73187", "eventdate" : "2023-07-07 08:49:18", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63797", "eventdate" : "2023-07-07 08:50:18", "timeelapsed" : "0:00:59", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Andy calle dAIR failed to open after update error 0049. recommend he creates a ticket." } , { "pk_session" : "t-73188", "eventdate" : "2023-07-07 08:50:20", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "352", "pk_support" : "22316", "platform" : "BMW Motorrad USA", "topic" : "ISTA Error", "brief_description" : "ISTA failed to update ", "priority" : "2", "status" : "closed", "location" : "European Motorcycles of Pittsburgh-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Justin Norfolk", "phone" : "412-376-2300", "email" : "justin@bmwpgh.com", "mobile" : "", "created" : "2023-07-07 09:34:16", "statusdate" : "2023-07-10 08:25:14", "statuscloseddate" : "2023-07-10 08:25:14", "updated" : "2023-07-10 08:25:14", "agent" : "Stan Pascua", "issue" : "ISTA update failed", "resolution" : "Uninstalled ISTA and initiated ISTA install. Updated IPS on SS", "sessions" : [ { "pk_session" : "t-73189", "eventdate" : "2023-07-07 09:34:16", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63798", "eventdate" : "2023-07-07 09:34:41", "timeelapsed" : "0:00:24", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Justin called ISTA failed" } , { "pk_session" : "c-63799", "eventdate" : "2023-07-07 09:35:44", "timeelapsed" : "0:01:27", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Uninstalled ISTA then initiated ISTA install. Updated IPS on SS. device requires restart after Windows update on SS" } , { "pk_session" : "t-73190", "eventdate" : "2023-07-07 09:35:46", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73191", "eventdate" : "2023-07-07 09:35:55", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "353", "pk_support" : "22317", "platform" : "BMW North America", "topic" : "ISPA HUB", "brief_description" : "Needs more details for doing the transfer to G6 hub", "priority" : "2", "status" : "closed", "location" : "Patrick MINI-MINI Workshop", "ounum" : "0671604", "agcode" : "32789", "nacode" : "86716", "canum" : "", "contact" : "James Sevening", "phone" : "", "email" : "jsevening@accessoneinc.com", "mobile" : "708-655-3462", "created" : "2023-07-07 11:26:22", "statusdate" : "2023-08-23 21:29:27", "statuscloseddate" : "2023-08-23 21:29:27", "updated" : "2023-08-23 21:29:27", "agent" : "Joe Raymond", "issue" : "None", "resolution" : "Talked him thru the process. Checked the system for updated BMW software and upgraded what needed to be done.", "sessions" : [ { "pk_session" : "t-73192", "eventdate" : "2023-07-07 10:26:22", "timeelapsed" : "60", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Talked thru the transfer process and checked software status of the G6 hub. Updated KAI and IPS and Admin Client and checked Windows Updates." } ] } , { "number" : "354", "pk_support" : "22318", "platform" : "BMW North America", "topic" : "ISPANEXT support", "brief_description" : "ISPANEXT support new release available", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars of Austin (HI Tech Motor Cars)-Main Dealership (Rolls Royce)", "ounum" : "", "agcode" : "45492", "nacode" : "45492", "canum" : "", "contact" : "David Gainey", "phone" : "512-219-3118", "email" : "dgainey@hitechmotorcars.com", "mobile" : "", "created" : "2023-07-07 11:48:04", "statusdate" : "2023-07-10 08:46:42", "statuscloseddate" : "2023-07-10 08:46:42", "updated" : "2023-07-11 12:08:10", "agent" : "Stan Pascua", "issue" : "ISPANEXT new release available.", "resolution" : "Updated ISPI Admin Client and IPS on ISPAHUB. Other ISPI devices requires ISPI Admin Client updates", "sessions" : [ { "pk_session" : "t-73193", "eventdate" : "2023-07-07 11:48:04", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63801", "eventdate" : "2023-07-07 11:48:40", "timeelapsed" : "0:00:34", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "received an email from John regarding ISPANEXT update." } , { "pk_session" : "c-63802", "eventdate" : "2023-07-07 11:50:38", "timeelapsed" : "0:02:33", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISPAHUB files were hung in the download queue. Updated ISPI Admin Client and IPS. The ISPANEXT device need to log off then logon should prompt for an update" } , { "pk_session" : "t-73194", "eventdate" : "2023-07-07 11:50:40", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73195", "eventdate" : "2023-07-07 11:50:49", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "355", "pk_support" : "22319", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "keyreaders not working", "priority" : "2", "status" : "closed", "location" : "Paul Miller Rolls-Royce-Rolls Royce Center", "ounum" : "50562", "agcode" : "50562", "nacode" : "", "canum" : "", "contact" : "Joel Bermudez", "phone" : "973-390-1320", "email" : "jbermudez@paulmiller.com", "mobile" : "", "created" : "2023-07-10 10:58:44", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "upon inspection of server KAI services and all other checks are all green. Advisors say keyreaders are now working.", "resolution" : "none needed", "sessions" : [ { "pk_session" : "t-73197", "eventdate" : "2023-07-10 10:58:44", "timeelapsed" : "6", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "356", "pk_support" : "22320", "platform" : "BMW Motorrad USA", "topic" : "AIR Client", "brief_description" : "AIR failed to open", "priority" : "2", "status" : "closed", "location" : "Montgomeryville Cycle Center-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Scott Michener", "phone" : "215-712-7433", "email" : "scottmichener@montgomeryvillecc.com", "mobile" : "215-262-4646", "created" : "2023-07-10 21:27:37", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-07-10 21:30:15", "agent" : "Stan Pascua", "issue" : "AIR Failed to open. Due to back end issues", "resolution" : "AIR opens after back end issue resolved. ISTA updated, IPS updated and IRAP Client", "sessions" : [ { "pk_session" : "t-73198", "eventdate" : "2023-07-10 21:27:37", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63803", "eventdate" : "2023-07-10 21:28:05", "timeelapsed" : "0:00:26", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Scott called IR failed to open" } , { "pk_session" : "c-63804", "eventdate" : "2023-07-10 21:28:43", "timeelapsed" : "0:01:04", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a email for BMWNA back end issue affecting ISPI" } , { "pk_session" : "c-63805", "eventdate" : "2023-07-10 21:30:04", "timeelapsed" : "0:02:26", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to all of their device re-registered with Sgate account. AIR opens after issue resolved at the back end. IPS updated, IRAP updated and ISTA updated" } , { "pk_session" : "t-73199", "eventdate" : "2023-07-10 21:30:06", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73200", "eventdate" : "2023-07-10 21:30:15", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "357", "pk_support" : "22321", "platform" : "BMW Motorrad USA", "topic" : "AIR Client", "brief_description" : "AIR Client failed to open device registered under Dealerspeed credentials", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Detroit-Motorcycle Shop", "ounum" : "", "agcode" : "45908", "nacode" : "", "canum" : "", "contact" : "Don Lusk", "phone" : "586-274-4000", "email" : "service@bmwdetroit.com", "mobile" : " 248 342 0529", "created" : "2023-07-11 07:08:40", "statusdate" : "2023-07-11 07:11:39", "statuscloseddate" : "2023-07-11 07:11:39", "updated" : "2023-07-11 07:11:39", "agent" : "Stan Pascua", "issue" : "AIR Client failed to open registration issue", "resolution" : "De-registered and re-registered with Sgate credentials IPS updated", "sessions" : [ { "pk_session" : "t-73201", "eventdate" : "2023-07-11 07:08:40", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Logged on to SS registered device with Sgate credentials updated IPS" } , { "pk_session" : "c-63806", "eventdate" : "2023-07-11 07:09:19", "timeelapsed" : "0:00:37", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "received an email from Don AIR Client failed to open" } , { "pk_session" : "t-73202", "eventdate" : "2023-07-11 07:11:29", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73203", "eventdate" : "2023-07-11 07:11:39", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "358", "pk_support" : "22322", "platform" : "BMW Motorrad USA", "topic" : "ISTA/P", "brief_description" : "ISTA/P expired on both devices", "priority" : "2", "status" : "closed", "location" : "Moon Motor Sales Inc-Motorcycle Shop", "ounum" : "", "agcode" : "18192", "nacode" : "", "canum" : "", "contact" : "Chris Strand", "phone" : "763-271-5570", "email" : "christopher@moonmotorsports.com", "mobile" : "", "created" : "2023-07-11 10:19:17", "statusdate" : "2023-07-11 12:05:28", "statuscloseddate" : "2023-07-11 12:05:28", "updated" : "2023-07-11 12:05:28", "agent" : "Stan Pascua", "issue" : "ISTA/P expired on both devices", "resolution" : "Uninstalled ISTA/P cleaned ProgramDATA files. Copies ISTA/P 3.71 files to DATA folder. rebooted the PC and initiated the ISTA/P install", "sessions" : [ { "pk_session" : "t-73204", "eventdate" : "2023-07-11 10:19:17", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63807", "eventdate" : "2023-07-11 10:20:15", "timeelapsed" : "0:00:56", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Andy called ISTA/P expired , IPS needed to be updated." } , { "pk_session" : "c-63808", "eventdate" : "2023-07-11 10:21:01", "timeelapsed" : "0:01:43", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Uninstalled ISTA/P on both PC cleaned ProgramDATA files copied ISTA/P 3.71 to DATA folder" } , { "pk_session" : "t-73205", "eventdate" : "2023-07-11 10:21:05", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73206", "eventdate" : "2023-07-11 10:21:16", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "359", "pk_support" : "22323", "platform" : "BMW Motorrad USA", "topic" : "ISPINEXT registration", "brief_description" : "ISPI registration dealerspeed", "priority" : "2", "status" : "closed", "location" : "Street Cycles Inc-Motorcycle Shop", "ounum" : "", "agcode" : "68407", "nacode" : "", "canum" : "", "contact" : "Bill Aronson.", "phone" : "207-781-4763", "email" : "service@streetcycles.com", "mobile" : "", "created" : "2023-07-11 10:23:40", "statusdate" : "2023-07-12 16:02:45", "statuscloseddate" : "2023-07-12 16:02:45", "updated" : "2023-07-12 16:02:45", "agent" : "Stan Pascua", "issue" : "ISPI registration Dealerspeed", "resolution" : "device de-registered, Device registered with Sgate credentials", "sessions" : [ { "pk_session" : "t-73207", "eventdate" : "2023-07-11 10:23:40", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63809", "eventdate" : "2023-07-11 10:24:36", "timeelapsed" : "0:00:55", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a call registration dealerspeed need to de-register and re-register with Sgate credentials" } , { "pk_session" : "t-73208", "eventdate" : "2023-07-11 10:24:38", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73209", "eventdate" : "2023-07-11 10:25:10", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63813", "eventdate" : "2023-07-12 16:02:33", "timeelapsed" : "0:01:10", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "I spoke with Peter he was able to register the devices with Sgate credentials" } , { "pk_session" : "t-73219", "eventdate" : "2023-07-12 16:02:36", "timeelapsed" : "5", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73220", "eventdate" : "2023-07-12 16:02:45", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "360", "pk_support" : "22324", "platform" : "BMW North America", "topic" : "NAS", "brief_description" : "Download issues with NAS", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Rancho Mirage-Main Dealership (Rolls Royce)", "ounum" : "", "agcode" : "40116", "nacode" : "", "canum" : "", "contact" : "Doug Willis_2", "phone" : "713-554-3921", "email" : "dwillis@3dnetsolutions.com", "mobile" : "", "created" : "2023-07-11 15:13:45", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Joe Raymond", "issue" : "Drives full, checked file system and it needed to be cleaned due to power outage. Also, drive #3 has flagged an error, firmware not updated since 2019", "resolution" : "Ran a file system check, deleted over 2 TB of old BMW files, rebooted NAS, updated firmware, rebooted and everything working fine now", "sessions" : [ { "pk_session" : "t-73210", "eventdate" : "2023-07-11 14:13:45", "timeelapsed" : "70", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Drives full, checked file system and it needed to be cleaned due to power outage. Also, drive #3 has flagged an error, firmware not updated since 2019. Ran a file system check, deleted over 2 TB of old BMW files, rebooted NAS, updated firmware, rebooted and everything working fine now" } , { "pk_session" : "c-63810", "eventdate" : "2023-07-11 15:14:04", "timeelapsed" : "0:00:18", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "Download issues with the NAS." } ] } , { "number" : "361", "pk_support" : "22325", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "key readers not working", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Las Vegas-Rolls Royce Center", "ounum" : "50546", "agcode" : "50546", "nacode" : "", "canum" : "", "contact" : "Jason Brown", "phone" : "702-932-7100", "email" : "jbrown@towbinauto.com", "mobile" : "", "created" : "2023-07-11 15:27:43", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "KAI services not running", "resolution" : "started KAI. UPdated IPS on server. Checked windows updates. Cleared 1.72 TB of data off of NAS. Keyreadeers working.", "sessions" : [ { "pk_session" : "t-73212", "eventdate" : "2023-07-11 15:27:43", "timeelapsed" : "28", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "362", "pk_support" : "22326", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "key reader not working", "priority" : "2", "status" : "closed", "location" : "Paul Miller Rolls-Royce-Rolls Royce Center", "ounum" : "50562", "agcode" : "50562", "nacode" : "", "canum" : "", "contact" : "David Glass", "phone" : "973.575.7755", "email" : "dglass@paulmiller.com", "mobile" : "", "created" : "2023-07-12 10:13:51", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "appears to be permissions based problem. NO permission to access logon for ISPA Next on the David.DA.Diciccio username.", "resolution" : "Will resume working on this tomorrow as David is tied up in meetings today.", "sessions" : [ { "pk_session" : "t-73213", "eventdate" : "2023-07-12 10:13:51", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "363", "pk_support" : "22327", "platform" : "BMW Motorrad USA", "topic" : "ICOM Firmware", "brief_description" : "ICOM Next will not update firmware using ISTA Connection Manager", "priority" : "2", "status" : "closed", "location" : "Long Beach BMW Motorcycles-Main Dealership", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Charles Berthon", "phone" : "(562) 426-1200", "email" : "charlesb@lbbmwmotorcycles.com", "mobile" : "(714) 343-3663", "created" : "2023-07-12 11:37:13", "statusdate" : "2023-07-12 11:39:44", "statuscloseddate" : "2023-07-12 11:39:44", "updated" : "2023-08-08 09:37:08", "agent" : "Robert Oteri", "issue" : "Unknown bug in update process", "resolution" : "Updated ICOM firmware using ICOM Web Interface.", "sessions" : [ { "pk_session" : "t-73214", "eventdate" : "2023-07-12 11:37:13", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63811", "eventdate" : "2023-07-12 11:38:48", "timeelapsed" : "0:01:35", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Got a call from Dewayne about an ICOM they could not update. Started remote session into ISSS machine and checked ICOM status. Performed Firware update using ICOM Web interface. Tested ICOM - All functions normal." } , { "pk_session" : "t-73215", "eventdate" : "2023-07-12 11:39:30", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } ] } , { "number" : "364", "pk_support" : "22328", "platform" : "BMW North America", "topic" : "ICOM Firmware", "brief_description" : "All ICOMs are using 169.254.x.x address.", "priority" : "2", "status" : "closed", "location" : "Tacoma BMW-Motorcycle Shop", "ounum" : "", "agcode" : "35253", "nacode" : "", "canum" : "", "contact" : "Keith Ellis", "phone" : "", "email" : "servicemgr.s@sosocycles.com", "mobile" : "206-851-3351", "created" : "2023-07-12 12:55:05", "statusdate" : "2023-07-12 14:14:35", "statuscloseddate" : "2023-07-12 14:14:35", "updated" : "2023-08-08 09:36:58", "agent" : "Robert Oteri", "issue" : "", "resolution" : "Reset 2 ICOMs to DHCP. Performed Emergency ICOM firmware rest on 3rd ICOM.", "sessions" : [ { "pk_session" : "t-73216", "eventdate" : "2023-07-12 12:55:05", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63812", "eventdate" : "2023-07-12 14:10:28", "timeelapsed" : "1:15:21", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Keith called about 3 ICOMs that he was having issues with. APIPA was selected as LAN option. Reset each ICOM to DHCP." } , { "pk_session" : "t-73217", "eventdate" : "2023-07-12 14:11:09", "timeelapsed" : "76", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73218", "eventdate" : "2023-07-12 14:14:35", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "365", "pk_support" : "22329", "platform" : "BMW Motorrad USA", "topic" : "AIR Client", "brief_description" : "AIR Client failed to update", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Alcoa-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Kevin Marshall", "phone" : "865-981-4444", "email" : "kevinmmarshall@yahoo.com", "mobile" : "719-243-2977", "created" : "2023-07-12 16:20:02", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-07-12 16:22:13", "agent" : "Stan Pascua", "issue" : "Device registered with Dealerspeed credentials", "resolution" : "re-registered device with Sgate credentials and updated AIR Client", "sessions" : [ { "pk_session" : "t-73221", "eventdate" : "2023-07-12 16:20:02", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63814", "eventdate" : "2023-07-12 16:20:48", "timeelapsed" : "0:00:45", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Kevin called AIR Client failed to update. " } , { "pk_session" : "c-63815", "eventdate" : "2023-07-12 16:22:01", "timeelapsed" : "0:01:57", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC and SS device registered with Dealerspeed credentials re-registered with Sgate credentials AIR Client updated" } , { "pk_session" : "t-73222", "eventdate" : "2023-07-12 16:22:03", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73223", "eventdate" : "2023-07-12 16:22:13", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "366", "pk_support" : "22330", "platform" : "BMW Motorrad USA", "topic" : "ICOM", "brief_description" : "Both ICOMs will not work.", "priority" : "2", "status" : "closed", "location" : "Montgomeryville Cycle Center-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Scott Michener", "phone" : "215-712-7433", "email" : "scottmichener@montgomeryvillecc.com", "mobile" : "215-262-4646", "created" : "2023-07-12 17:17:08", "statusdate" : "2023-07-12 17:22:24", "statuscloseddate" : "2023-07-12 17:22:24", "updated" : "2023-08-08 09:36:47", "agent" : "Robert Oteri", "issue" : "IP Conflict", "resolution" : "Shut down printers, static assigned IP addresses on ICOM to instructed .23 and .24", "sessions" : [ { "pk_session" : "c-63816", "eventdate" : "2023-07-12 17:18:13", "timeelapsed" : "0:01:04", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Stan referred trouble call to me from Scott. ICOMs will not perform firmware update and will not come online." } , { "pk_session" : "c-63817", "eventdate" : "2023-07-12 17:21:08", "timeelapsed" : "0:03:59", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Worked with Scott to attempt firmware update using USB method. Repeated failures.\nAfter reboot of ICOM, it would come online for about 30 seconds, then go offline.\nFound IP conflict on newly installed Kyocera printers. Turned printers off, rebooted ICOMs and was able to access the interface. Set static IP addresses on ICOM1 to .23 and ICOM2 to .24.\nTested connection to bikes; all functions normal." } , { "pk_session" : "t-73224", "eventdate" : "2023-07-12 17:22:08", "timeelapsed" : "55", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } ] } , { "number" : "367", "pk_support" : "22331", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPI Admin Client expired", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Jacksonville-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Kenny Storrs", "phone" : "(904) 375-2921", "email" : "kenneth.storrs@yahoo.com", "mobile" : "248-563-4686", "created" : "2023-07-13 09:54:23", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-07-13 09:54:53", "agent" : "Stan Pascua", "issue" : "ISPI Admin Client expired on SS", "resolution" : "Updated ISPI Admin Client and registered with their Sgate account", "sessions" : [ { "pk_session" : "t-73225", "eventdate" : "2023-07-13 09:54:23", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63818", "eventdate" : "2023-07-13 10:13:23", "timeelapsed" : "0:18:28", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Kenny called needed to register their SS under their Sgate credentials" } , { "pk_session" : "c-63819", "eventdate" : "2023-07-13 10:14:22", "timeelapsed" : "0:19:28", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to their SS de-registered and re-registered with Sgate credentials" } ] } , { "number" : "368", "pk_support" : "22332", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "need install key reader on SVC Mgr PC", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Michael Shattuck", "phone" : "843-385-4000", "email" : "", "mobile" : "", "created" : "2023-07-13 10:19:38", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "New install", "resolution" : "Installed admin client, uploader, keyreader, ispa next and AIR client on PC. Keyreader working.", "sessions" : [ { "pk_session" : "t-73226", "eventdate" : "2023-07-13 10:19:38", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "369", "pk_support" : "22333", "platform" : "BMW Motorrad USA", "topic" : "AIR Client", "brief_description" : "AIR Failed to open", "priority" : "2", "status" : "closed", "location" : "Sturgis Motorsports-Motorcycle Shop", "ounum" : "", "agcode" : "95778", "nacode" : "", "canum" : "", "contact" : "Eric Sortland", "phone" : "", "email" : "esortlanda verneide.com", "mobile" : "605-415-7880", "created" : "2023-07-13 10:37:18", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-07-13 10:39:10", "agent" : "Stan Pascua", "issue" : "AIR failed to open", "resolution" : "Uninstalled and re-installed AIR. AIR opens", "sessions" : [ { "pk_session" : "t-73227", "eventdate" : "2023-07-13 10:37:18", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63820", "eventdate" : "2023-07-13 10:37:57", "timeelapsed" : "0:00:37", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Eric called AIR failed to open on their desktop." } , { "pk_session" : "c-63821", "eventdate" : "2023-07-13 10:38:58", "timeelapsed" : "0:01:38", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to shop PC uninstalled AIR client and re-installed, Windows updates installed and rebooted. AIR Client opens" } , { "pk_session" : "t-73228", "eventdate" : "2023-07-13 10:38:59", "timeelapsed" : "5", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73229", "eventdate" : "2023-07-13 10:39:10", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "370", "pk_support" : "22334", "platform" : "BMW North America", "topic" : "ISPI NEXT Support", "brief_description" : "ISPI Admin client not registered", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Nashville-Rolls-Royce Motor Cars Nashville", "ounum" : "", "agcode" : "37168", "nacode" : "", "canum" : "", "contact" : "Andrew Salas", "phone" : "888.383.0217", "email" : "asalas@carlockmc.com", "mobile" : "760-851-5363", "created" : "2023-07-13 11:47:50", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-07-13 11:49:04", "agent" : "Stan Pascua", "issue" : "ISPI Admin client not registered", "resolution" : "device registered with Sgate credentials. Updated ISTA launcher will update ISTA TONIGHT", "sessions" : [ { "pk_session" : "t-73230", "eventdate" : "2023-07-13 11:47:50", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63822", "eventdate" : "2023-07-13 11:49:00", "timeelapsed" : "0:01:08", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Spoke with Shawn ISPI Admin client registered with Michael's Sgate credentails" } , { "pk_session" : "t-73231", "eventdate" : "2023-07-13 11:49:04", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "371", "pk_support" : "22335", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA no proammind data", "priority" : "2", "status" : "closed", "location" : "Sturgis Motorsports-Motorcycle Shop", "ounum" : "", "agcode" : "95778", "nacode" : "", "canum" : "", "contact" : "Eric Sortland", "phone" : "", "email" : "esortlanda verneide.com", "mobile" : "605-415-7880", "created" : "2023-07-13 12:07:56", "statusdate" : "2023-07-15 10:24:57", "statuscloseddate" : "2023-07-15 10:24:57", "updated" : "2023-07-15 10:24:57", "agent" : "Stan Pascua", "issue" : "ISTA no programming data", "resolution" : "Uninstalled ISTA then initiated ISTA 4.41.x install. ISTA installed", "sessions" : [ { "pk_session" : "t-73232", "eventdate" : "2023-07-13 12:07:56", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63823", "eventdate" : "2023-07-13 12:08:42", "timeelapsed" : "0:00:44", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a text from Eric ISTA failed." } , { "pk_session" : "t-73233", "eventdate" : "2023-07-13 12:14:01", "timeelapsed" : "6", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "372", "pk_support" : "22336", "platform" : "BMW Motorrad USA", "topic" : "AIR Client", "brief_description" : "AIR Client failed to open registered with Dealerspeed credentials", "priority" : "2", "status" : "closed", "location" : "Razee Motorcycle Center-Motorcycle Shop", "ounum" : "", "agcode" : "68245", "nacode" : "", "canum" : "", "contact" : "Peter Kelly", "phone" : "401-295-8837", "email" : "Peter@RAZEEMOTORCYCLE.COM", "mobile" : "401465-6740", "created" : "2023-07-13 15:43:48", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-07-13 15:45:39", "agent" : "Stan Pascua", "issue" : "Device registered under dealerspeed credentials.", "resolution" : "Re-registered both devices with their Sgate account AIR opens. Windows updates installed", "sessions" : [ { "pk_session" : "t-73234", "eventdate" : "2023-07-13 15:43:48", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63824", "eventdate" : "2023-07-13 15:44:15", "timeelapsed" : "0:00:26", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "peter called AIR failed to open." } , { "pk_session" : "c-63825", "eventdate" : "2023-07-13 15:45:24", "timeelapsed" : "0:01:35", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to both device registered with Dealerspeed credentials. Re-registered device with their Sgate account credentials" } , { "pk_session" : "t-73235", "eventdate" : "2023-07-13 15:45:26", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73236", "eventdate" : "2023-07-13 15:45:39", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "373", "pk_support" : "22337", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support files not downloading", "priority" : "2", "status" : "closed", "location" : "Windy City BMW Motorcycles of St. Charles-Motorcycle Dealership", "ounum" : "", "agcode" : "46302", "nacode" : "", "canum" : "", "contact" : "Joe Nicorata", "phone" : "708-712-2560", "email" : "joe@umbrellabs.com", "mobile" : "", "created" : "2023-07-13 16:44:06", "statusdate" : "2023-07-15 10:24:35", "statuscloseddate" : "2023-07-15 10:24:35", "updated" : "2023-07-15 10:24:35", "agent" : "Stan Pascua", "issue" : "ISPI files not downloading IP Scheme changed from 192.168.xxx.xx to `72.16.2.xxx", "resolution" : "Reconfigured ISPI cockpit and updated date Storage and IPS URL. Files are in the Download queue. ISTA 4.42.x installed", "sessions" : [ { "pk_session" : "t-73237", "eventdate" : "2023-07-13 16:44:06", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63826", "eventdate" : "2023-07-13 16:44:38", "timeelapsed" : "0:00:30", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Nick called files are not downloading" } , { "pk_session" : "c-63827", "eventdate" : "2023-07-13 16:46:00", "timeelapsed" : "0:01:53", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on both PC SS was not registered and their IP scheme changed to 172.16.2.xx. reconfigured ISPI Cockpit and reset ISPI Admin Client. Files are in the Download queue" } , { "pk_session" : "t-73238", "eventdate" : "2023-07-13 16:46:03", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73239", "eventdate" : "2023-07-13 16:46:15", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "374", "pk_support" : "22338", "platform" : "BMW Motorrad USA", "topic" : "ICOM Firmware", "brief_description" : "ICOM Firmware", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles Fort Lauderdale-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Tyler Jacques", "phone" : "954-581-6099", "email" : "tblaisejacques@gmail.com", "mobile" : "954-551-7823", "created" : "2023-07-14 10:00:14", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-07-14 10:01:29", "agent" : "Stan Pascua", "issue" : "ICOM Firmware", "resolution" : "ICOM Firmware updated", "sessions" : [ { "pk_session" : "t-73240", "eventdate" : "2023-07-14 10:00:14", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63828", "eventdate" : "2023-07-14 10:00:52", "timeelapsed" : "0:30:17", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Tyler called ICOM requires Firmware update" } , { "pk_session" : "c-63829", "eventdate" : "2023-07-14 10:01:25", "timeelapsed" : "0:30:17", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC updated ICOM Firmware" } , { "pk_session" : "t-73241", "eventdate" : "2023-07-14 10:01:29", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "375", "pk_support" : "22339", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA Launcher shows 3 files missing", "priority" : "2", "status" : "closed", "location" : "Hap's Cycle Sales (Haps Cycle Sales)-Motorcycle Shop", "ounum" : "", "agcode" : "98150", "nacode" : "", "canum" : "", "contact" : "Michael Alonso", "phone" : "941-365-3443", "email" : "service@hapscycle.com", "mobile" : "941-447-5682", "created" : "2023-07-14 10:06:59", "statusdate" : "2023-07-15 10:25:12", "statuscloseddate" : "2023-07-15 10:25:12", "updated" : "2023-07-15 10:25:12", "agent" : "Stan Pascua", "issue" : "ISTA show 3 files missing", "resolution" : "Updated ISTA Launcher waiting to initiate iSTA update", "sessions" : [ { "pk_session" : "t-73242", "eventdate" : "2023-07-14 10:06:59", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63830", "eventdate" : "2023-07-14 10:07:44", "timeelapsed" : "0:30:17", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Michael called ISTA Launcher missing 3 files" } , { "pk_session" : "c-63831", "eventdate" : "2023-07-14 10:08:40", "timeelapsed" : "0:30:17", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS files were downloaded this morning. Updated ISTA Launcher waiting to initiate ISTA update" } , { "pk_session" : "t-73243", "eventdate" : "2023-07-14 10:08:43", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "376", "pk_support" : "22340", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "Devices registered with Dealerspeed credentials", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Jeff Gallo", "phone" : "239-481-8100", "email" : "jeffgallo@gcmotorcycles.com", "mobile" : "239-823-2257", "created" : "2023-07-14 15:42:51", "statusdate" : "2023-07-15 10:23:13", "statuscloseddate" : "2023-07-15 10:23:13", "updated" : "2023-07-15 10:23:57", "agent" : "Stan Pascua", "issue" : "SS registered with Dealerpseed credentials", "resolution" : "SS registered with Sgate credentials", "sessions" : [ { "pk_session" : "t-73244", "eventdate" : "2023-07-14 15:42:51", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73245", "eventdate" : "2023-07-15 10:23:13", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63832", "eventdate" : "2023-07-15 10:23:56", "timeelapsed" : "0:00:41", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Spoke with Jeff SS registered with their Sgate credentials" } , { "pk_session" : "t-73246", "eventdate" : "2023-07-15 10:23:57", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "377", "pk_support" : "22341", "platform" : "BMW North America", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support ISTA failed to download", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Martin McCann", "phone" : "570.288.7411", "email" : "info@wyomingvalleymotors.com", "mobile" : "570.714.6520", "created" : "2023-07-17 10:59:07", "statusdate" : "2023-07-19 02:11:32", "statuscloseddate" : "2023-07-19 02:11:32", "updated" : "2023-07-19 02:11:32", "agent" : "Stan Pascua", "issue" : "ISTA failed to Download", "resolution" : "ISPAHUB was not set as download device configured files are in the queue. Cleaned 1239.7 GB old ISPI files updated IPS on their HUB", "sessions" : [ { "pk_session" : "t-73247", "eventdate" : "2023-07-17 10:59:07", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63833", "eventdate" : "2023-07-17 10:59:40", "timeelapsed" : "0:00:32", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "received an email for Marty ISTA not updating" } , { "pk_session" : "c-63834", "eventdate" : "2023-07-17 11:01:10", "timeelapsed" : "0:02:02", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISPAHUB device not configured as Download device. Configured and files are in the Download queue. Updated IPS and cleared 1239.7 GB old ISPI files" } , { "pk_session" : "t-73248", "eventdate" : "2023-07-17 11:01:11", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73249", "eventdate" : "2023-07-17 11:01:22", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73250", "eventdate" : "2023-07-17 11:02:37", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "378", "pk_support" : "22342", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support files not downloading", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Detroit-Motorcycle Shop", "ounum" : "", "agcode" : "45908", "nacode" : "", "canum" : "", "contact" : "Don Lusk", "phone" : "586-274-4000", "email" : "service@bmwdetroit.com", "mobile" : " 248 342 0529", "created" : "2023-07-17 11:04:43", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-07-17 11:06:16", "agent" : "Stan Pascua", "issue" : "ISPI files not downloading", "resolution" : "Logged on to SS device not configured as download device once configured ISPI files are in the Download queue", "sessions" : [ { "pk_session" : "t-73251", "eventdate" : "2023-07-17 11:04:43", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63835", "eventdate" : "2023-07-17 11:05:20", "timeelapsed" : "0:00:36", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "received an email from Don, ISTA files not downloading." } , { "pk_session" : "c-63836", "eventdate" : "2023-07-17 11:06:05", "timeelapsed" : "0:01:21", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on SS configured it the download device ISPI files downloading" } , { "pk_session" : "t-73252", "eventdate" : "2023-07-17 11:06:07", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73253", "eventdate" : "2023-07-17 11:06:16", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "379", "pk_support" : "22343", "platform" : "BMW North America", "topic" : "", "brief_description" : "NEW Charlotte location: Installed keyreader on new PC for Nancy Wagner", "priority" : "2", "status" : "closed", "location" : "Rolls Royce Motor Cars Charlotte -Main Dealership", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Kevin Bennet", "phone" : "", "email" : "", "mobile" : "", "created" : "2023-07-17 12:06:17", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "NEW PC", "resolution" : "installed admin client, air client, keyreader, key uploader and ISPA Next on PC and checked functionality. Keyreader working as normal", "sessions" : [ { "pk_session" : "t-73254", "eventdate" : "2023-07-17 12:06:17", "timeelapsed" : "21", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "380", "pk_support" : "22344", "platform" : "BMW North America", "topic" : "NAS", "brief_description" : "NAS squawking threshold reached.", "priority" : "2", "status" : "closed", "location" : "International Auto Specialist-Repair Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Charlotte Willoughby", "phone" : "703-675-5610", "email" : "vocelli210@yahoo.com", "mobile" : "", "created" : "2023-07-17 12:07:19", "statusdate" : "2023-07-17 12:18:22", "statuscloseddate" : "2023-07-17 12:18:22", "updated" : "2023-07-17 12:18:22", "agent" : "Joe Raymond", "issue" : "Old files need purged.", "resolution" : "NAS firmware updated, rebooted software updated. Purged 1,856GB of old files.", "sessions" : [ { "pk_session" : "t-73255", "eventdate" : "2023-07-17 11:07:19", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Admin Client wouldn't start. Gave me an abnormal failure message. Logged into NAS and checked around, saw it had an abnormal shutdown and it required a file system check. Rebooted NAS after the check and updated the NAS firmware. Rebooted the ISSS and tried the Admin Client once again and it came up. Purged 1,856GB of old files." } , { "pk_session" : "c-63837", "eventdate" : "2023-07-17 12:07:57", "timeelapsed" : "0:00:37", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "NAS making noises and flagging Threshold exceeded." } , { "pk_session" : "t-73256", "eventdate" : "2023-07-17 12:18:22", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "381", "pk_support" : "22345", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support ISPI Admin client expired", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Nimitz-Motorcycle Shop", "ounum" : "", "agcode" : "41215", "nacode" : "", "canum" : "", "contact" : "Jim Simon", "phone" : "808-831-2632", "email" : "jsimon@cyclecityltd.com", "mobile" : "808-840-7102", "created" : "2023-07-17 19:54:30", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-07-17 19:56:44", "agent" : "Stan Pascua", "issue" : "ISPI Admin Client expired", "resolution" : "Updated ISPI Admin Client on SS and Shop PC. Updated IPS on SS updated AIR and ISTA Launcher on shop PC", "sessions" : [ { "pk_session" : "t-73257", "eventdate" : "2023-07-17 19:54:30", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63838", "eventdate" : "2023-07-17 19:54:54", "timeelapsed" : "0:00:23", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Jim called ISPI Admin Client expired" } , { "pk_session" : "c-63839", "eventdate" : "2023-07-17 19:56:29", "timeelapsed" : "0:01:58", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS updated ISPI Admin client and configured. Updated IPS. shop PC updated ISPI Admin Client, AIR and ISTA Launcher. ISTA files are still in download queue" } , { "pk_session" : "t-73258", "eventdate" : "2023-07-17 19:56:34", "timeelapsed" : "35", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73259", "eventdate" : "2023-07-17 19:56:44", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "382", "pk_support" : "22346", "platform" : "BMW North America", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support ISPI Admin client expired files not downloading", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Raleigh-Rolls Royce Center", "ounum" : "45819", "agcode" : "45819", "nacode" : "", "canum" : "", "contact" : "Chris Freer", "phone" : "", "email" : "cfreer@rrmcraleigh.com", "mobile" : "919-741-7272", "created" : "2023-07-18 15:13:04", "statusdate" : "2023-07-20 16:17:02", "statuscloseddate" : "2023-07-20 16:17:02", "updated" : "2023-07-20 16:17:02", "agent" : "Stan Pascua", "issue" : "ISPI Admin expired, IPS out of date", "resolution" : "Updated ISPI Admin client on both devices. IPS updated on HUB. ISTA launcher updated on Shop PC ISTA files are in the download queue", "sessions" : [ { "pk_session" : "t-73260", "eventdate" : "2023-07-18 15:13:04", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63840", "eventdate" : "2023-07-18 15:13:36", "timeelapsed" : "0:00:31", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Chris called ISPI Admin failed to open" } , { "pk_session" : "c-63841", "eventdate" : "2023-07-18 15:15:15", "timeelapsed" : "0:02:09", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISPAHUB ISPI Admin client has expired. Updated ISPI Admin Client and configured ISPI Files are in the download queue. Updated IPS, ISTA Launcher updated on Shop PC" } , { "pk_session" : "t-73261", "eventdate" : "2023-07-18 15:15:17", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73262", "eventdate" : "2023-07-18 15:15:27", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63846", "eventdate" : "2023-07-19 02:30:24", "timeelapsed" : "0:00:28", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "files are still in the Download queue" } , { "pk_session" : "t-73270", "eventdate" : "2023-07-19 02:30:31", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "383", "pk_support" : "22347", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support device registered with Dealerspeed credentials", "priority" : "2", "status" : "closed", "location" : "BMW of Tri-Valley-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Mike Meissner", "phone" : "925-583-3300", "email" : "mike@calmoto.com", "mobile" : "", "created" : "2023-07-18 15:18:31", "statusdate" : "2023-07-19 13:09:09", "statuscloseddate" : "2023-07-19 13:09:09", "updated" : "2023-07-19 13:09:09", "agent" : "Stan Pascua", "issue" : "devices registered with dealerspeed credentials", "resolution" : "devices registered with Sgate Credentials updated ISPI Admin Client and configured. files are in the Download queue. AIR, ISTA Launcher updated. ISTA installed ISSSNEXT1, ISPI Stored not complete", "sessions" : [ { "pk_session" : "t-73263", "eventdate" : "2023-07-18 15:18:31", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63842", "eventdate" : "2023-07-18 15:19:12", "timeelapsed" : "0:00:40", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call AIR failed to open and not able to update ISTA" } , { "pk_session" : "c-63843", "eventdate" : "2023-07-18 15:20:33", "timeelapsed" : "0:02:00", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged to both devices re-registered with Sgate credentials updated ISPI Admin Client and configured. Updated IPS, AIR and ISTA Launcher. waiting until the downloads are complete" } , { "pk_session" : "t-73264", "eventdate" : "2023-07-18 15:20:34", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73265", "eventdate" : "2023-07-18 15:20:46", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73269", "eventdate" : "2023-07-19 02:10:54", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "384", "pk_support" : "22348", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support ISTA not updating", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Miami-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Michael Milan", "phone" : "786-845-0052", "email" : "", "mobile" : "305-216-0348", "created" : "2023-07-18 15:24:34", "statusdate" : "2023-07-19 02:02:54", "statuscloseddate" : "2023-07-19 02:02:54", "updated" : "2023-07-19 02:02:54", "agent" : "Stan Pascua", "issue" : "ISTA not updating", "resolution" : "Updated ISPI Admin Client and configured Files are in the download queue\nUpdated AIR, IPS and ISTA Launcher. ISTA installed on both devices", "sessions" : [ { "pk_session" : "t-73266", "eventdate" : "2023-07-18 15:24:34", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63844", "eventdate" : "2023-07-18 15:25:21", "timeelapsed" : "0:00:45", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Michael called ISTA not updating " } , { "pk_session" : "c-63845", "eventdate" : "2023-07-18 15:26:45", "timeelapsed" : "0:02:09", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to both device ISPI Admin client updated, AIR, IPS and ISTA Launcher. files are still in the Download queue. They're having Internet issues" } , { "pk_session" : "t-73267", "eventdate" : "2023-07-18 15:26:46", "timeelapsed" : "60", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73268", "eventdate" : "2023-07-18 15:26:57", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "385", "pk_support" : "22349", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA not updating", "priority" : "2", "status" : "closed", "location" : "Morton's BMW-Motorcycle Shop", "ounum" : "", "agcode" : "58366", "nacode" : "", "canum" : "", "contact" : "Andy Shaw", "phone" : "540-8919844", "email" : "andy@mortonsbmw.com", "mobile" : "", "created" : "2023-07-19 09:33:19", "statusdate" : "2023-07-19 13:08:32", "statuscloseddate" : "2023-07-19 13:08:32", "updated" : "2023-07-19 13:08:32", "agent" : "Stan Pascua", "issue" : "ISTA not updating", "resolution" : "Updated ISTA launcher. ISTA is installing", "sessions" : [ { "pk_session" : "t-73271", "eventdate" : "2023-07-19 09:33:19", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63847", "eventdate" : "2023-07-19 09:33:57", "timeelapsed" : "0:00:36", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Andy called ISTA not updating." } , { "pk_session" : "c-63848", "eventdate" : "2023-07-19 09:34:06", "timeelapsed" : "0:00:45", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to shop PC updated ISTA Launcher. disk space was low uninstalled ISTA cleared space. Initiated ISTA 4.42.xx install" } , { "pk_session" : "t-73272", "eventdate" : "2023-07-19 09:35:47", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73273", "eventdate" : "2023-07-19 09:36:01", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "386", "pk_support" : "22350", "platform" : "BMW North America", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support ISPI files are not downloading", "priority" : "2", "status" : "closed", "location" : "Berkshire BMW-Main Dealership", "ounum" : "0643101", "agcode" : "50201", "nacode" : "50201", "canum" : "", "contact" : "Stephen Cedar", "phone" : "413-443-4702", "email" : "", "mobile" : "", "created" : "2023-07-19 13:16:25", "statusdate" : "2023-07-28 08:16:23", "statuscloseddate" : "2023-07-28 08:16:23", "updated" : "2023-07-28 08:16:23", "agent" : "Stan Pascua", "issue" : "ISPI files are not downloading", "resolution" : "Logged on to ISPAHUB device not configured as Download device. Configured files are in the Download queue", "sessions" : [ { "pk_session" : "t-73274", "eventdate" : "2023-07-19 13:16:25", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63849", "eventdate" : "2023-07-19 13:16:57", "timeelapsed" : "0:00:31", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Stephen call ISPI Files are not downloading" } , { "pk_session" : "c-63850", "eventdate" : "2023-07-19 13:18:29", "timeelapsed" : "0:02:02", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISPAHUB configured as Download device files are in the Download queue. Note downward 9.05 Mbps upload 86.7 Mbps" } , { "pk_session" : "t-73275", "eventdate" : "2023-07-19 13:18:35", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73276", "eventdate" : "2023-07-19 13:18:39", "timeelapsed" : "40", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } ] } , { "number" : "387", "pk_support" : "22351", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "Key reader not working", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Seattle-Rolls-Royce Motor Cars Seattle", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Jeremiah Ryan", "phone" : "425-646-3111", "email" : "jeremiah.ryan@openroadnorthwest.com", "mobile" : "205-503-8785", "created" : "2023-07-19 13:43:18", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-07-19 13:44:51", "agent" : "Stan Pascua", "issue" : "Key reader not working", "resolution" : "KAI and ISPI Process services started on ISPAHUB", "sessions" : [ { "pk_session" : "t-73277", "eventdate" : "2023-07-19 13:43:18", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63851", "eventdate" : "2023-07-19 13:43:53", "timeelapsed" : "0:00:34", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a call Key readers not working" } , { "pk_session" : "c-63852", "eventdate" : "2023-07-19 13:44:32", "timeelapsed" : "0:01:13", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISPAHUB Started ISPI Process services and KAI services" } , { "pk_session" : "t-73278", "eventdate" : "2023-07-19 13:44:34", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73279", "eventdate" : "2023-07-19 13:44:47", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "388", "pk_support" : "22352", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA update", "priority" : "2", "status" : "closed", "location" : "Stroom BMW Motorcycles of Des Moines-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Jordan Baber", "phone" : "", "email" : "jordan.baber@vanwall.com", "mobile" : "515-371-6864", "created" : "2023-07-20 10:30:10", "statusdate" : "2023-07-20 16:16:39", "statuscloseddate" : "2023-07-20 16:16:39", "updated" : "2023-07-20 16:16:39", "agent" : "Stan Pascua", "issue" : "ISTA update", "resolution" : "Updated ISTA Launcher, installed AIR Client and USB Tray Tool. started ISTA 4.42.xx update", "sessions" : [ { "pk_session" : "t-73280", "eventdate" : "2023-07-20 10:30:10", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63853", "eventdate" : "2023-07-20 10:30:38", "timeelapsed" : "0:00:26", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a call ISTA failed to update" } , { "pk_session" : "c-63854", "eventdate" : "2023-07-20 10:32:05", "timeelapsed" : "0:01:53", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to both PCs both on Public network, switched to Private. Updated ISTA Launcher, installed AIR and USB Tray Tool. Initiated ISTA 4.42.xx update" } , { "pk_session" : "t-73281", "eventdate" : "2023-07-20 10:32:06", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73282", "eventdate" : "2023-07-20 10:32:19", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "389", "pk_support" : "22353", "platform" : "BMW North America", "topic" : "NAS Migration", "brief_description" : "Calling for help with the migration...", "priority" : "2", "status" : "closed", "location" : "Wyoming Valley BMW (Wyoming Valley Motors)-Main Dealership", "ounum" : "0646301", "agcode" : "44721", "nacode" : "44721", "canum" : "", "contact" : "Marty McCann", "phone" : "570-287-1133 or 570-332-8091", "email" : "Mmccann@naleton.com", "mobile" : "570.714.6520", "created" : "2023-07-21 14:21:29", "statusdate" : "2023-08-23 21:29:42", "statuscloseddate" : "2023-08-23 21:29:42", "updated" : "2023-08-23 21:29:42", "agent" : "Joe Raymond", "issue" : "", "resolution" : "Set up system to download new BMW files since they had corruption issues. Synched the old NAS to the new. Helped him set up the USB drive on an ISSS so he could do the other systems", "sessions" : [ { "pk_session" : "t-73283", "eventdate" : "2023-07-20 14:21:29", "timeelapsed" : "600", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Set up new NAS, started downloading new BMW files since old NAS was having corruption issues." } , { "pk_session" : "t-73284", "eventdate" : "2023-07-21 09:25:08", "timeelapsed" : "420", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Set up USB drive on ISSS and showed him how to do the ISTA udate with an external USB drive." } , { "pk_session" : "c-63855", "eventdate" : "2023-07-21 14:21:56", "timeelapsed" : "0:00:26", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "Needs help getting the new NAS online." } ] } , { "number" : "390", "pk_support" : "22354", "platform" : "BMW North America", "topic" : "NAS Migration", "brief_description" : "Disc space low on old NAS. Found new one and ready to do exchange.", "priority" : "2", "status" : "closed", "location" : "Fields BMW of Daytona (FL)-Main Dealership", "ounum" : "2986701", "agcode" : "29867", "nacode" : "29867", "canum" : "", "contact" : "George Hoskin", "phone" : "386-274-1200", "email" : "George.Hoskin@fieldsauto.com", "mobile" : "828-458-2142", "created" : "2023-07-25 03:53:45", "statusdate" : "2023-08-23 21:30:59", "statuscloseddate" : "2023-08-23 21:30:59", "updated" : "2023-08-23 21:30:59", "agent" : "Joe Raymond", "issue" : "", "resolution" : "", "sessions" : [ { "pk_session" : "t-73285", "eventdate" : "2023-07-25 03:53:45", "timeelapsed" : "40", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Cleared out old files from NAS, eventually clearing out 1TB of data. ISPA Hub started downloading 4.42 packages. Need to schedule swap time..." } , { "pk_session" : "c-63856", "eventdate" : "2023-07-25 03:54:26", "timeelapsed" : "0:00:40", "sessiontype" : "email", "personcontacting" : "Joe Raymond", "eventcontent" : "Old NAS having issues. Found new one and wants help installing it." } , { "pk_session" : "t-73409", "eventdate" : "2023-07-30 21:29:57", "timeelapsed" : "360", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Set up new NAS and started transfer of files." } , { "pk_session" : "t-73410", "eventdate" : "2023-08-23 21:30:59", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "391", "pk_support" : "22355", "platform" : "BMW North America", "topic" : "KAI", "brief_description" : "KAI check failed", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars New England-Rolls Royce Center (Herb Chambers)", "ounum" : "50660", "agcode" : "50660", "nacode" : "", "canum" : "", "contact" : "Gary Richards", "phone" : "508-401-2700", "email" : "grichards@rrmc-newengland.com", "mobile" : "401-339-7475", "created" : "2023-07-25 11:25:22", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-07-25 11:26:36", "agent" : "Stan Pascua", "issue" : "KAI check failed", "resolution" : "started KAI services KAI Check OK", "sessions" : [ { "pk_session" : "t-73286", "eventdate" : "2023-07-25 11:25:22", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63857", "eventdate" : "2023-07-25 11:25:44", "timeelapsed" : "0:00:21", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Gary called KAI check failed" } , { "pk_session" : "c-63858", "eventdate" : "2023-07-25 11:26:35", "timeelapsed" : "0:01:12", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISPAHUB started KAI services. KAI Check OK. cleaned 1300 GB of old ISPI Files" } , { "pk_session" : "t-73287", "eventdate" : "2023-07-25 11:26:36", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "392", "pk_support" : "22356", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support Shop PC not on network", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Nashville-Motorcycle Shop", "ounum" : "", "agcode" : "51337", "nacode" : "", "canum" : "", "contact" : "Shaun Robbins", "phone" : "", "email" : " shaun@bmwmcnashville.com", "mobile" : "239-777-7605", "created" : "2023-07-25 11:28:20", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-07-25 11:30:08", "agent" : "Stan Pascua", "issue" : "Shop PC not on network NIC card on system board bad.", "resolution" : "recommend he get a USB Ethernet adapter ", "sessions" : [ { "pk_session" : "t-73288", "eventdate" : "2023-07-25 11:28:20", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63859", "eventdate" : "2023-07-25 11:28:50", "timeelapsed" : "0:00:28", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Shaun called Shop PC not on their network" } , { "pk_session" : "c-63860", "eventdate" : "2023-07-25 11:29:59", "timeelapsed" : "0:01:37", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Spoke with Shaun PC not getting a IP from DHCP server. LAN cable good. recommend he get a USB Ethernet adapter." } , { "pk_session" : "t-73289", "eventdate" : "2023-07-25 11:30:00", "timeelapsed" : "5", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73290", "eventdate" : "2023-07-25 11:30:08", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "393", "pk_support" : "22357", "platform" : "BMW Motorrad USA", "topic" : "ICOM Firmware", "brief_description" : "ICOM Firmware", "priority" : "2", "status" : "closed", "location" : "BMW MC of San Antonio-Motorcycle Shop", "ounum" : "", "agcode" : "51911", "nacode" : "", "canum" : "", "contact" : "Bradley Nelson", "phone" : "210-828-5511", "email" : "bmwmcat.bradley@gmail.com", "mobile" : "573-528-5212", "created" : "2023-07-25 11:43:51", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-07-25 11:45:07", "agent" : "Stan Pascua", "issue" : "ICOM Firmware update", "resolution" : "ICOM Firmware updated", "sessions" : [ { "pk_session" : "t-73291", "eventdate" : "2023-07-25 11:43:51", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63861", "eventdate" : "2023-07-25 11:44:24", "timeelapsed" : "0:00:32", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call ISTA cannot connect to a bike." } , { "pk_session" : "c-63862", "eventdate" : "2023-07-25 11:44:52", "timeelapsed" : "0:01:00", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC ICOM Firmware updated." } , { "pk_session" : "t-73292", "eventdate" : "2023-07-25 11:44:53", "timeelapsed" : "6", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ICOM Firmware update" } , { "pk_session" : "t-73293", "eventdate" : "2023-07-25 11:45:07", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "394", "pk_support" : "22358", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISTA update not enough free dick space", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Nashville-Rolls-Royce Motor Cars Nashville", "ounum" : "", "agcode" : "37168", "nacode" : "", "canum" : "", "contact" : "Andrew Salas", "phone" : "888.383.0217", "email" : "asalas@carlockmc.com", "mobile" : "760-851-5363", "created" : "2023-07-25 13:42:50", "statusdate" : "2023-07-28 08:16:38", "statuscloseddate" : "2023-07-28 08:16:38", "updated" : "2023-07-28 08:16:38", "agent" : "Stan Pascua", "issue" : "ISTA hard drive disk space low 253GB", "resolution" : "Uninstalled ISTA and cleaned ProgramDATA files. Started ISTA 4.42.xx install", "sessions" : [ { "pk_session" : "t-73294", "eventdate" : "2023-07-25 13:42:50", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63863", "eventdate" : "2023-07-25 13:43:28", "timeelapsed" : "0:00:37", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call ISTA failed to update low disk space." } , { "pk_session" : "c-63864", "eventdate" : "2023-07-25 13:44:56", "timeelapsed" : "0:02:05", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC uninstalled ISTA ans cleaned ProgramDATA files free space 702 GB. Initiated ISTA 4.42.xx install" } , { "pk_session" : "t-73295", "eventdate" : "2023-07-25 13:44:59", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73296", "eventdate" : "2023-07-25 13:45:13", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "395", "pk_support" : "22359", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support SS not registered IPS needs to be updated. ISTA Launcher and ISTA", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Vancouver (Pro Caliber Vancouver)-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Ross Jackson", "phone" : "360-892-3030", "email" : "", "mobile" : "", "created" : "2023-07-26 16:06:50", "statusdate" : "2023-07-31 08:26:21", "statuscloseddate" : "2023-07-31 08:26:21", "updated" : "2023-07-31 08:26:21", "agent" : "Stan Pascua", "issue" : "ISPI Software needs updating and devices need to be registered with Sgate credentials", "resolution" : "Devices registered with Sgate credentials, IPS updated on SS, Shop PC updated ISTA Launcher and initiated ISTA 4.42.3x update", "sessions" : [ { "pk_session" : "t-73297", "eventdate" : "2023-07-26 16:06:50", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63865", "eventdate" : "2023-07-26 16:07:20", "timeelapsed" : "0:00:28", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Ross called IPS needs to be updated" } , { "pk_session" : "c-63866", "eventdate" : "2023-07-26 16:12:26", "timeelapsed" : "0:05:33", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS device not registered. registered with Sgate credential, Shop PC registered with Sgate credentials" } , { "pk_session" : "t-73298", "eventdate" : "2023-07-26 16:12:29", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73299", "eventdate" : "2023-07-26 16:12:42", "timeelapsed" : "6", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "396", "pk_support" : "22360", "platform" : "BMW North America", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support Files not downloading", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "David Brueggeman", "phone" : "", "email" : "d.bruggeman@kanuz.com", "mobile" : "847-224-1511", "created" : "2023-07-27 12:30:23", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-07-27 12:33:07", "agent" : "Stan Pascua", "issue" : "ISPI Files not downloading", "resolution" : "Logged on to ISPAHUB configured as download device files are in the download queue. Ran Package Management cleared 3294.4 GB of oles", "sessions" : [ { "pk_session" : "t-73300", "eventdate" : "2023-07-27 12:30:23", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63867", "eventdate" : "2023-07-27 12:30:54", "timeelapsed" : "0:00:30", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "David called ISPI files are not downloading" } , { "pk_session" : "c-63868", "eventdate" : "2023-07-27 12:32:55", "timeelapsed" : "0:02:31", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISPAHUB configured it as Download device files are in the download queue. cleared 3294 old files" } , { "pk_session" : "t-73301", "eventdate" : "2023-07-27 12:32:56", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73302", "eventdate" : "2023-07-27 12:33:07", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "397", "pk_support" : "22361", "platform" : "BMW North America", "topic" : "network and programming issues", "brief_description" : "Marshall needed information on replacing workshop switches", "priority" : "2", "status" : "closed", "location" : "BMW of Owings Mills-Main Dealership", "ounum" : "2059601", "agcode" : "48289", "nacode" : "48289", "canum" : "", "contact" : "Marshall Fallon", "phone" : "410.902.8700", "email" : "mfallon@northwestbmw.com", "mobile" : "410-790-9580", "created" : "2023-07-31 10:36:20", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "", "resolution" : "Gave him old R&R passwords for switches and other devices to try to access his old switching equipment. Gave him information on what switches are now currently in use and other info.", "sessions" : [ { "pk_session" : "t-73303", "eventdate" : "2023-07-31 10:36:20", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "398", "pk_support" : "22362", "platform" : "BMW North America", "topic" : "ISPA HUB DRIVE FAILURE", "brief_description" : "Power failure and system will not boot back up", "priority" : "2", "status" : "closed", "location" : "BMW of Rockville-Main Dealership", "ounum" : "0635901", "agcode" : "76359", "nacode" : "82400", "canum" : "", "contact" : "Gregory Renoll", "phone" : "(301)692-3903", "email" : "RenollG@autonation.com", "mobile" : "(717)451-5057", "created" : "2023-08-01 04:24:31", "statusdate" : "2023-08-23 21:28:33", "statuscloseddate" : "2023-08-23 21:28:33", "updated" : "2023-08-23 21:28:33", "agent" : "Joe Raymond", "issue" : "Corrupted boot sector on primary drive", "resolution" : "", "sessions" : [ { "pk_session" : "t-73304", "eventdate" : "2023-07-31 04:24:31", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Sent him the instructions to get the system back online." } , { "pk_session" : "c-63869", "eventdate" : "2023-08-01 04:24:56", "timeelapsed" : "0:00:24", "sessiontype" : "email", "personcontacting" : "Joe Raymond", "eventcontent" : "Emailed about system being down" } , { "pk_session" : "t-73305", "eventdate" : "2023-08-01 04:25:49", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "System check. IPS out of date and not running. KAI also offline. Brought them up, updated IPS and started checking NAS for obsolete files." } ] } , { "number" : "399", "pk_support" : "22363", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISTA update failed", "priority" : "2", "status" : "closed", "location" : "Wyoming Valley BMW (Wyoming Valley Motors)-Main Dealership", "ounum" : "0646301", "agcode" : "44721", "nacode" : "44721", "canum" : "", "contact" : "Marty McCann", "phone" : "570-287-1133 or 570-332-8091", "email" : "Mmccann@naleton.com", "mobile" : "570.714.6520", "created" : "2023-08-01 11:19:22", "statusdate" : "2023-08-03 08:35:48", "statuscloseddate" : "2023-08-03 08:35:48", "updated" : "2023-08-03 08:35:48", "agent" : "Stan Pascua", "issue" : "ISTA update failed TV 1979195873/Ap!H3lpD35k", "resolution" : "Updated ISPI Admin client then initiated ISTA 4.42.x update", "sessions" : [ { "pk_session" : "t-73306", "eventdate" : "2023-08-01 11:19:22", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63870", "eventdate" : "2023-08-01 11:24:53", "timeelapsed" : "0:05:29", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "received an email from Marty ISTA update failed" } , { "pk_session" : "c-63871", "eventdate" : "2023-08-01 11:25:47", "timeelapsed" : "0:06:23", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC TV 1979195873/Ap!H3lpD35k updated ISPI Admin client initiated ISTA 4.42.x update" } , { "pk_session" : "t-73307", "eventdate" : "2023-08-01 11:25:48", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73308", "eventdate" : "2023-08-01 11:25:57", "timeelapsed" : "7", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73309", "eventdate" : "2023-08-01 11:30:21", "timeelapsed" : "4", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73310", "eventdate" : "2023-08-01 12:15:43", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "400", "pk_support" : "22364", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support configure ICOM for wireless mode", "priority" : "2", "status" : "closed", "location" : "Sturgis Motorsports-Motorcycle Shop", "ounum" : "", "agcode" : "95778", "nacode" : "", "canum" : "", "contact" : "Eric Sortland", "phone" : "", "email" : "esortlanda verneide.com", "mobile" : "605-415-7880", "created" : "2023-08-01 12:18:40", "statusdate" : "2023-08-03 08:36:05", "statuscloseddate" : "2023-08-03 08:36:05", "updated" : "2023-08-03 08:36:05", "agent" : "Stan Pascua", "issue" : "Wireless network 10.222.90.XX shop PC is 10.221.90.xxx", "resolution" : "Need IT to configure so both networks can communicate with each other", "sessions" : [ { "pk_session" : "t-73311", "eventdate" : "2023-08-01 12:18:40", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63872", "eventdate" : "2023-08-01 12:19:50", "timeelapsed" : "0:01:09", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Eric called wants to configure ICOM to communicate wireless." } , { "pk_session" : "c-63873", "eventdate" : "2023-08-01 12:21:43", "timeelapsed" : "0:03:02", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to tablet wireless network 10.222.90.130 LAN 10.221.90.xx recommend he contact their IT people to configure their network so both networks and talk to each other" } ] } , { "number" : "401", "pk_support" : "22365", "platform" : "BMW Motorrad USA", "topic" : "IMIBNEXT", "brief_description" : "IMIBNEXT ", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Nashville-Motorcycle Shop", "ounum" : "", "agcode" : "51337", "nacode" : "", "canum" : "", "contact" : "Shaun Robbins", "phone" : "", "email" : " shaun@bmwmcnashville.com", "mobile" : "239-777-7605", "created" : "2023-08-02 14:41:28", "statusdate" : "", "statuscloseddate" : "", "updated" : "2024-02-23 17:06:23", "agent" : "Stan Pascua", "issue" : "IMIBNEXT", "resolution" : "Installed IMIB MA on G6", "sessions" : [ { "pk_session" : "t-73312", "eventdate" : "2023-08-02 14:41:28", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63874", "eventdate" : "2023-08-02 14:42:20", "timeelapsed" : "0:00:51", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Shaun called got a new IMIBNEXT needs IMIB MA software installed" } , { "pk_session" : "c-63875", "eventdate" : "2023-08-02 14:43:17", "timeelapsed" : "0:01:48", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to HP G6 installed IMIB MA 1.34 on IMIBNEXT" } , { "pk_session" : "t-73313", "eventdate" : "2023-08-02 14:43:18", "timeelapsed" : "19", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73314", "eventdate" : "2023-08-02 14:43:29", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "402", "pk_support" : "22366", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support New G6 not communicating", "priority" : "2", "status" : "closed", "location" : "MAX BMW Motorcycles-NH Motorcycle Shop", "ounum" : "", "agcode" : "26121", "nacode" : "", "canum" : "", "contact" : "Joe Warner", "phone" : "603 964 2877", "email" : "Joe@maxbmw.com", "mobile" : "", "created" : "2023-08-02 15:01:47", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-08-02 15:04:58", "agent" : "Stan Pascua", "issue" : "New HP G6 not communicating", "resolution" : "Mapped the shared drive, Installed IPS and updated ISTA Launcher", "sessions" : [ { "pk_session" : "t-73315", "eventdate" : "2023-08-02 15:01:47", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63876", "eventdate" : "2023-08-02 15:02:27", "timeelapsed" : "0:00:39", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "Received an email from Joe the HP G6 are not communicating" } , { "pk_session" : "c-63877", "eventdate" : "2023-08-02 15:04:43", "timeelapsed" : "0:02:55", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS configured to Private Network,, Installed IPS. Logged on to Shop PC mapped drive and updated ISTA Launcher. files are in the Download queue" } , { "pk_session" : "t-73316", "eventdate" : "2023-08-02 15:04:44", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73317", "eventdate" : "2023-08-02 15:04:56", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "403", "pk_support" : "22367", "platform" : "BMW North America", "topic" : "network and programming issues", "brief_description" : "Workshop PCs in wrong network", "priority" : "2", "status" : "closed", "location" : "Park Shore BMW-Park Shore BMW Main Office", "ounum" : "", "agcode" : "09305", "nacode" : "", "canum" : "10116", "contact" : "Mike Warner", "phone" : "604-985-9344", "email" : "mike_warner@parkshorebmw.com", "mobile" : "", "created" : "2023-08-02 19:33:39", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-08-02 19:37:46", "agent" : "Mark Watson", "issue" : "PCs were moved physically to the store network and can no longer get workshop IP addresses or properly connect to the server and NAS", "resolution" : "Worked with R&R network support to add a proper return route for the workshop subnet. Problem solved. Advised store to return the workshop PCs to the correct switch and subnet.", "sessions" : [ { "pk_session" : "t-73321", "eventdate" : "2023-07-31 14:14:09", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73320", "eventdate" : "2023-08-01 11:02:00", "timeelapsed" : "5", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73319", "eventdate" : "2023-08-01 16:04:10", "timeelapsed" : "13", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73318", "eventdate" : "2023-08-02 19:33:39", "timeelapsed" : "14", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73322", "eventdate" : "2023-08-02 19:37:46", "timeelapsed" : "4", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "404", "pk_support" : "22368", "platform" : "BMW North America", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support files are not downloading", "priority" : "2", "status" : "closed", "location" : "Checkered Flag Lynnhaven-Main Dealership", "ounum" : "0524401", "agcode" : "25244", "nacode" : "25244", "canum" : "", "contact" : "Roger Smith", "phone" : "757.490.1111", "email" : "roger.smith@checkeredflag.com", "mobile" : "757.777.5728", "created" : "2023-08-03 08:28:59", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-08-03 08:31:18", "agent" : "Stan Pascua", "issue" : "ISPI files are not downloading", "resolution" : "Configured the ISPAHUB as the download device files are in the download queue. updated IPS and cleaned 2400 old ISPI files", "sessions" : [ { "pk_session" : "t-73323", "eventdate" : "2023-08-03 08:28:59", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63878", "eventdate" : "2023-08-03 08:29:53", "timeelapsed" : "0:00:52", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a call ISPI files not downloading" } , { "pk_session" : "c-63879", "eventdate" : "2023-08-03 08:31:04", "timeelapsed" : "0:02:03", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to the ISPAHUB configured as Download device files are in the download queue. Updated IPS and cleaned 2400 GB of old ISPI files." } , { "pk_session" : "t-73324", "eventdate" : "2023-08-03 08:31:07", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73325", "eventdate" : "2023-08-03 08:31:18", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "405", "pk_support" : "22369", "platform" : "BMW North America", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT support STA update failed", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Raleigh-Rolls Royce Center", "ounum" : "45819", "agcode" : "45819", "nacode" : "", "canum" : "", "contact" : "Chris Freer", "phone" : "", "email" : "cfreer@rrmcraleigh.com", "mobile" : "919-741-7272", "created" : "2023-08-03 12:41:10", "statusdate" : "2023-08-05 20:21:06", "statuscloseddate" : "2023-08-05 20:21:06", "updated" : "2023-08-05 20:22:28", "agent" : "Stan Pascua", "issue" : "ISTA update failed. NAS is dying", "resolution" : "ISTA installed. Configured the ISPAHUB as the Central DATA Storage using an external USB 2TB drive", "sessions" : [ { "pk_session" : "t-73326", "eventdate" : "2023-08-03 12:41:10", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63880", "eventdate" : "2023-08-03 12:41:39", "timeelapsed" : "0:00:27", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Chris called ISTA update failed." } , { "pk_session" : "c-63881", "eventdate" : "2023-08-03 12:43:50", "timeelapsed" : "0:02:38", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Laptop only had 387 GB free. Uninstalled ISTA and cleaned ProgramDATA files, now it has 800 GB free disk space. The NAS rebooted while it was downloading. Asked Chris to call Joe" } , { "pk_session" : "t-73328", "eventdate" : "2023-08-03 12:43:56", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63883", "eventdate" : "2023-08-05 20:20:11", "timeelapsed" : "0:02:27", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Joe improvised used a external USB drive and configured the ISPI Cockpit central DATA pointed to the ISPAHUB. Files took forever to download and the installation took some time." } , { "pk_session" : "t-73329", "eventdate" : "2023-08-05 20:20:13", "timeelapsed" : "1440", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "troubleshoot and ISTA install" } , { "pk_session" : "t-73330", "eventdate" : "2023-08-05 20:21:06", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73331", "eventdate" : "2023-08-05 20:22:28", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "406", "pk_support" : "22370", "platform" : "BMW North America", "topic" : "NAS", "brief_description" : "NAS not reachable.", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Raleigh-Rolls Royce Center", "ounum" : "45819", "agcode" : "45819", "nacode" : "", "canum" : "", "contact" : "Chris Freer", "phone" : "", "email" : "cfreer@rrmcraleigh.com", "mobile" : "919-741-7272", "created" : "2023-08-03 12:43:13", "statusdate" : "2023-08-05 20:25:16", "statuscloseddate" : "2023-08-05 20:25:16", "updated" : "2023-08-05 20:25:16", "agent" : "Joe Raymond", "issue" : "Stuck in a boot loop.", "resolution" : "Tried to reboot with QFinder but it wouldn't, so we had to hard reboot it. NAS is kaput configured ISPAHUB as Central Data repository using an external 2B USB drive", "sessions" : [ { "pk_session" : "t-73327", "eventdate" : "2023-08-03 11:13:13", "timeelapsed" : "70", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Hard reboot on NAS. Took forever to come back online. Managed to login, updated firmware and rebooted. Refreshed Admin Client and got package list but took 15+ minutes to trigger and start to download files. Set RSU files for lowest priority and downloading required fies to install ISTA on the laptop." } , { "pk_session" : "c-63882", "eventdate" : "2023-08-03 12:43:57", "timeelapsed" : "0:00:42", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "Can't get downloads to work. NAS offline and can't connect to it." } , { "pk_session" : "c-63884", "eventdate" : "2023-08-05 20:24:55", "timeelapsed" : "0:02:03", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "ISPAHUB configured as central DATA repository using a 2TB USB hard drive" } , { "pk_session" : "t-73332", "eventdate" : "2023-08-05 20:25:16", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "407", "pk_support" : "22371", "platform" : "BMW North America", "topic" : "ISPA Server", "brief_description" : "ISPA server drive not working", "priority" : "2", "status" : "closed", "location" : "Germain BMW-Main Dealership", "ounum" : "0677901", "agcode" : "56779", "nacode" : "56779", "canum" : "", "contact" : "Sean Hussey", "phone" : "", "email" : "shussey@germaincars.com", "mobile" : "239-821-8500", "created" : "2023-08-07 08:51:25", "statusdate" : "2023-08-23 12:59:53", "statuscloseddate" : "2023-08-23 12:59:53", "updated" : "2023-08-23 12:59:53", "agent" : "Stan Pascua", "issue" : "ISPAHUB server not working", "resolution" : "recommend they switch SATA cable for the interim and order a hard drive", "sessions" : [ { "pk_session" : "t-73333", "eventdate" : "2023-08-07 08:51:25", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63885", "eventdate" : "2023-08-07 08:52:01", "timeelapsed" : "0:00:35", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "received an email from Rick ISPAHUB not working" } , { "pk_session" : "c-63886", "eventdate" : "2023-08-07 08:54:24", "timeelapsed" : "0:02:58", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "I spoke with recommend he swap SATA cable Toshiba drive is SATA1 and the Seagate is SATA2." } , { "pk_session" : "t-73334", "eventdate" : "2023-08-07 08:54:26", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63889", "eventdate" : "2023-08-07 13:50:13", "timeelapsed" : "0:01:18", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Spoke with Sean , the HUB crashed again. Had him configure a G6 as the interim device for IPS and KAI." } , { "pk_session" : "t-73338", "eventdate" : "2023-08-07 13:50:18", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "408", "pk_support" : "22372", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "Advisor unable to see key reads in AWP", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Andrew Robidoux", "phone" : "440.487.9213", "email" : "andrewr@driveclassic.com", "mobile" : "440-487-9213", "created" : "2023-08-07 09:30:45", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "Seems to be DEMS issue. Keyreader is working correctly and is depositing the keyread.bin file into the key pool on the server.", "resolution" : "Check DEMS settings to ensure proper access is granted for Vehicle Details in AWP", "sessions" : [ { "pk_session" : "t-73335", "eventdate" : "2023-08-07 09:30:45", "timeelapsed" : "48", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "409", "pk_support" : "22373", "platform" : "BMW North America", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support ISPI Admin client failed to open on ISPAHUB", "priority" : "2", "status" : "closed", "location" : "Burdick BMW-Main Dealership", "ounum" : "0685401", "agcode" : "86854", "nacode" : "86854", "canum" : "", "contact" : "Matthew Meaker", "phone" : "314-459-6000", "email" : "matthew.meaker@dvburdick.com", "mobile" : "", "created" : "2023-08-07 10:44:40", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Stan Pascua", "issue" : "ISPI Admin client failed to open", "resolution" : "Windows updates installed on the ISPAHUB uninstalled and re-installed ISPI Admin Client device registered and configures. Updated IPS", "sessions" : [ { "pk_session" : "t-73336", "eventdate" : "2023-08-07 10:44:40", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63887", "eventdate" : "2023-08-07 10:45:32", "timeelapsed" : "0:00:50", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Matt called ISPI Admin Client fails to open on the ISPAHUB" } , { "pk_session" : "c-63888", "eventdate" : "2023-08-07 10:46:30", "timeelapsed" : "0:01:48", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISPAHUB installed the Windows updates. Uninstalled and re-installed ISPI Admin Client device registered and configured updated IPS" } , { "pk_session" : "t-73337", "eventdate" : "2023-08-07 10:46:31", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } ] } , { "number" : "410", "pk_support" : "22374", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support SS not accessible", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Ryan BMW Tech", "phone" : "", "email" : "", "mobile" : "571-447-3431", "created" : "2023-08-08 08:54:51", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-08-08 08:56:29", "agent" : "Stan Pascua", "issue" : "SS not accessible", "resolution" : "SS on a Public network switched to Private and updated ISPI Admin client", "sessions" : [ { "pk_session" : "t-73339", "eventdate" : "2023-08-08 08:54:51", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63890", "eventdate" : "2023-08-08 08:55:15", "timeelapsed" : "0:00:23", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Ryan called SS not accessible" } , { "pk_session" : "c-63891", "eventdate" : "2023-08-08 08:56:19", "timeelapsed" : "0:01:27", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS it was set to Public reset to Private Network and updated ISPI Admin Client on both devices." } , { "pk_session" : "t-73340", "eventdate" : "2023-08-08 08:56:20", "timeelapsed" : "5", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73341", "eventdate" : "2023-08-08 08:56:29", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "411", "pk_support" : "22375", "platform" : "BMW North America", "topic" : "NAS", "brief_description" : "PCTool reporting NAS out of space", "priority" : "2", "status" : "open", "location" : "BMW of Roanoke (was Valley BMW - Roanoke)-Main Dealership", "ounum" : "0650201", "agcode" : "51367", "nacode" : "51367", "canum" : "", "contact" : "Joe Swing", "phone" : "", "email" : "jswing@parksautogroup.com", "mobile" : "", "created" : "2023-08-08 09:21:49", "statusdate" : "", "statuscloseddate" : "0000-00-00 00:00:00", "updated" : "", "agent" : "Joe Raymond", "issue" : "Still on old NAS. Drives were 100% full so no downloads of 4.42 were happening. Also, drive #3 is in an error state and firmware is still from 2014.", "resolution" : "Rebooted NAS, then updated firmware. Rebooted NAS and it has a defective #3 drive. Cleard space and reset the downloads for ISTA 4.42", "sessions" : [ { "pk_session" : "t-73342", "eventdate" : "2023-08-08 08:21:49", "timeelapsed" : "65", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Cleared out network recycle bin, then disabled it. Rebooted NAS and installed new firmware. Rebooted and found a defective drive (#3). Failed Health check for connection to NAS. Checked services running, etc. Finally stoped Microsoft Storage service and then reactivated it. Passes Health Checks and can map the drive again. Downloading 4.42 files" } , { "pk_session" : "c-63892", "eventdate" : "2023-08-08 09:22:31", "timeelapsed" : "30:21:04", "sessiontype" : "email", "personcontacting" : "Joe Raymond", "eventcontent" : "PC Tool shows drive is full. Checking on why." } ] } , { "number" : "412", "pk_support" : "22376", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISTA Updates will not install.", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars St Louis-Rolls Royce Center", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Andrew Wilson", "phone" : " 636-449-0000", "email" : "andrew@stlmotorcars.com", "mobile" : "", "created" : "2023-08-08 09:32:55", "statusdate" : "2023-08-08 09:36:27", "statuscloseddate" : "2023-08-08 09:36:27", "updated" : "2023-08-08 09:40:44", "agent" : "Robert Oteri", "issue" : "Not enough free disk space", "resolution" : "Uninstalled ISTA from Getac S410 and began reinstall.", "sessions" : [ { "pk_session" : "t-73343", "eventdate" : "2023-08-08 09:36:12", "timeelapsed" : "75", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "c-63893", "eventdate" : "2023-08-08 09:40:40", "timeelapsed" : "0:03:25", "sessiontype" : "phone", "personcontacting" : "Robert Oteri", "eventcontent" : "Andy called to report neither if their diag machines would install the needed ISTA updates. Both machines do not have enough free disk space. Attempted cleanup on Getac S410 (new) but was not able to free enough space. Removed and began reinstall of ISTA. Second machine is a G1 tower they will use until Getac is completed. New hardware quote is in process of being approved. ICOM was not able to connect to either diag machine. ICOM was getting a 169.254.x.x address. Walked Andy throught the firmware reset procedure. Reconfigured ICOM and was able to connect to ISTA. " } , { "pk_session" : "t-73344", "eventdate" : "2023-08-08 09:40:44", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "413", "pk_support" : "22377", "platform" : "BMW North America", "topic" : "NAS", "brief_description" : "NAS full and downloads will not start.", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Lynn Lyons", "phone" : "469.576.0323", "email" : "lyonsl@autonation.com", "mobile" : "", "created" : "2023-08-08 12:47:16", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Joe Raymond", "issue" : "2TB of old BMW files on NAS.", "resolution" : "Cleared old files, updated firmware on NAS, updated Admin Client, ", "sessions" : [ { "pk_session" : "t-73345", "eventdate" : "2023-08-08 12:47:16", "timeelapsed" : "65", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Clear old files, reboot NAS, update NAS firmware, update Windows, reboot hub and NAS, check for updates and downloading files." } , { "pk_session" : "c-63894", "eventdate" : "2023-08-08 12:48:02", "timeelapsed" : "30:21:04", "sessiontype" : "face to face", "personcontacting" : "Joe Raymond", "eventcontent" : "Checking on health from PC Tool. System showed NAS full" } ] } , { "number" : "414", "pk_support" : "22378", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support SS registered with Dealerspeed account", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Justin Roberts", "phone" : "828-255-6600", "email" : "", "mobile" : "828-329-6882", "created" : "2023-08-09 09:27:14", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-08-09 09:29:17", "agent" : "Stan Pascua", "issue" : "registration Dealerspeed", "resolution" : "re-registered with Sgate account", "sessions" : [ { "pk_session" : "t-73346", "eventdate" : "2023-08-09 09:27:14", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63895", "eventdate" : "2023-08-09 09:28:09", "timeelapsed" : "0:00:53", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Justin called regarding note I left regarding the registration" } , { "pk_session" : "c-63896", "eventdate" : "2023-08-09 09:29:04", "timeelapsed" : "0:01:48", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS device re-registered with Sgate credentials" } , { "pk_session" : "t-73347", "eventdate" : "2023-08-09 09:29:17", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "415", "pk_support" : "22379", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support SS not configured as Download device", "priority" : "2", "status" : "closed", "location" : "Rallye Motoplex-Motorcycle Dealership", "ounum" : "", "agcode" : "28296", "nacode" : "", "canum" : "", "contact" : "Adilson Oliveira", "phone" : "(506) 857-1800", "email" : "aoliveira@rallyemotors.ca", "mobile" : "", "created" : "2023-08-09 10:28:55", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-08-09 10:30:32", "agent" : "Stan Pascua", "issue" : "SS not configured as download device", "resolution" : "ISPI Admin Client updated and configured as Download device. ISPI files are in the download queue", "sessions" : [ { "pk_session" : "t-73348", "eventdate" : "2023-08-09 10:28:55", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63897", "eventdate" : "2023-08-09 10:29:33", "timeelapsed" : "0:00:36", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "received an email from Adilson SS not configured as download device" } , { "pk_session" : "c-63898", "eventdate" : "2023-08-09 10:30:28", "timeelapsed" : "0:01:31", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS updated ISPI Admin client and configured as download device. ISPI files are in the download queue" } , { "pk_session" : "t-73349", "eventdate" : "2023-08-09 10:30:32", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "416", "pk_support" : "22380", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT support needs ISPI Password", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Scott Harvey", "phone" : "", "email" : "scott@kelownahonda.com", "mobile" : "250-808-3599", "created" : "2023-08-09 12:07:34", "statusdate" : "2023-08-09 12:08:07", "statuscloseddate" : "2023-08-09 12:08:07", "updated" : "2023-08-09 12:08:55", "agent" : "Stan Pascua", "issue" : "ISPINEXT Support", "resolution" : "Provided Password for ISPINEXTUSER1", "sessions" : [ { "pk_session" : "t-73350", "eventdate" : "2023-08-09 12:07:34", "timeelapsed" : "12", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73351", "eventdate" : "2023-08-09 12:08:07", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63899", "eventdate" : "2023-08-09 12:08:52", "timeelapsed" : "0:00:45", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a call provided the Password for ISPINEXTUSER1" } , { "pk_session" : "t-73352", "eventdate" : "2023-08-09 12:08:55", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "417", "pk_support" : "22381", "platform" : "BMW North America", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support Key readers not able to read keys", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Houston-Rolls Royce Center", "ounum" : "50549", "agcode" : "50549", "nacode" : "", "canum" : "", "contact" : "Jerry Swartz", "phone" : "713-702-6669", "email" : "jerry@kryptoitservices.com", "mobile" : "713-702-6669", "created" : "2023-08-10 08:58:29", "statusdate" : "2023-08-23 12:58:43", "statuscloseddate" : "2023-08-23 12:58:43", "updated" : "2023-08-23 12:58:43", "agent" : "Stan Pascua", "issue" : "Key readers not able to read keys", "resolution" : "Started KAI services but not able to store on NAS waiting for replacement NAS", "sessions" : [ { "pk_session" : "t-73353", "eventdate" : "2023-08-10 08:58:29", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63900", "eventdate" : "2023-08-10 08:58:56", "timeelapsed" : "0:00:25", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Jerry called not able to read keys" } , { "pk_session" : "c-63901", "eventdate" : "2023-08-10 09:00:01", "timeelapsed" : "0:01:31", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISPAHUB KAI services not running. started KAI services failed KAI check NAS not accessible. NAS on order" } , { "pk_session" : "c-63902", "eventdate" : "2023-08-10 09:01:01", "timeelapsed" : "0:02:31", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Spoke with Mark and he said the replacement NAS is being shipped today with possible delivery tomorrow. Relayed the info to Jerry" } , { "pk_session" : "t-73354", "eventdate" : "2023-08-10 09:01:02", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73355", "eventdate" : "2023-08-10 09:01:11", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "418", "pk_support" : "22382", "platform" : "BMW North America", "topic" : "ISTA Error", "brief_description" : "ISTA error file failed device only has 349 GB free space", "priority" : "2", "status" : "closed", "location" : "Performance Center West-Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Mark Spalter", "phone" : "", "email" : "mark.salter@bmwmcext.com", "mobile" : "602-329-3284", "created" : "2023-08-10 14:15:06", "statusdate" : "2023-08-14 07:27:59", "statuscloseddate" : "2023-08-14 07:27:59", "updated" : "2023-08-14 07:27:59", "agent" : "Stan Pascua", "issue" : "ISTA has error file failed only has 349 GB free space", "resolution" : "Windows updates installed. Uninstalled ISTA cleaned ProgramDATA files. ISTA Launcher updated, ISPI Admin client updated, IRAP Client updated. started ISTA 4.42.xx install using external drive", "sessions" : [ { "pk_session" : "t-73356", "eventdate" : "2023-08-10 14:15:06", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63903", "eventdate" : "2023-08-10 14:15:44", "timeelapsed" : "0:00:37", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Mark called ISTA 4.42.xx update failed" } , { "pk_session" : "c-63904", "eventdate" : "2023-08-10 14:17:25", "timeelapsed" : "0:02:18", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on Shop PC updated Windows, ISTA Launcher and IRAP Client. Uninstalled ISTA and cleaned ProgramDATA file. Started install with external drive." } , { "pk_session" : "t-73357", "eventdate" : "2023-08-10 14:17:26", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "troubleshoot and ISTA install" } , { "pk_session" : "t-73358", "eventdate" : "2023-08-10 14:17:43", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63905", "eventdate" : "2023-08-11 08:45:06", "timeelapsed" : "0:00:39", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Downloads are complete. ISTA 4.42.xx initiated" } , { "pk_session" : "t-73359", "eventdate" : "2023-08-11 08:45:11", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "419", "pk_support" : "22383", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "ISPA Next giving error when trying to update", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Dallas/Park Place Premiere-Rolls Royce Center", "ounum" : "50548", "agcode" : "50548", "nacode" : "", "canum" : "", "contact" : "Karan Sandhu", "phone" : "817-205-1275", "email" : "", "mobile" : "8172051278", "created" : "2023-08-11 09:07:54", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "Admin client was not running and needed updating", "resolution" : "Updated admin client, mapped network drive to downloads folder, manually updated ISPA Next. functioning normal now.", "sessions" : [ { "pk_session" : "t-73360", "eventdate" : "2023-08-11 09:07:54", "timeelapsed" : "33", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "420", "pk_support" : "22384", "platform" : "BMW North America", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support ship loaner RJ80351083", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Raleigh-Rolls Royce Center", "ounum" : "45819", "agcode" : "45819", "nacode" : "", "canum" : "", "contact" : "Chris Freer", "phone" : "", "email" : "cfreer@rrmcraleigh.com", "mobile" : "919-741-7272", "created" : "2023-08-11 09:16:19", "statusdate" : "2023-10-13 07:14:19", "statuscloseddate" : "2023-10-13 07:14:19", "updated" : "2024-02-27 11:59:06", "agent" : "Stan Pascua", "issue" : "Ship loaner laptop RJ80351083", "resolution" : "Laptop shipped via FedEx. Laptop received. Loaner returned", "sessions" : [ { "pk_session" : "t-73361", "eventdate" : "2023-08-11 09:16:19", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63906", "eventdate" : "2023-08-11 09:18:26", "timeelapsed" : "0:02:05", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Prep laptop RJ80351083 for shipment" } , { "pk_session" : "t-73362", "eventdate" : "2023-08-11 09:18:29", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63909", "eventdate" : "2023-08-14 10:35:55", "timeelapsed" : "0:00:27", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Spoke with Chris laptop received" } , { "pk_session" : "c-64007", "eventdate" : "2023-10-13 07:14:17", "timeelapsed" : "0:00:45", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "GETAC Loaner returned" } , { "pk_session" : "t-73548", "eventdate" : "2023-10-13 07:14:19", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73864", "eventdate" : "2024-02-27 11:59:06", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "421", "pk_support" : "22385", "platform" : "BMW Motorrad USA", "topic" : "ISTA/P Client - Fails to connect to ICOM", "brief_description" : "ISTA/P failed to detect an ICOM", "priority" : "2", "status" : "closed", "location" : "Iron Horse Motorcycles-Motorcycle Shop", "ounum" : "", "agcode" : "38226", "nacode" : "", "canum" : "", "contact" : "James Farris", "phone" : "520-327-0773-15", "email" : "service@ironhorsemotorcycles.com", "mobile" : "", "created" : "2023-08-11 14:24:55", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-08-11 14:26:46", "agent" : "Stan Pascua", "issue" : "ISTA/P failed to detect an ICOM", "resolution" : "ICOM configured APIPA. Set to DHCP ICOM detected", "sessions" : [ { "pk_session" : "t-73363", "eventdate" : "2023-08-11 14:24:55", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63907", "eventdate" : "2023-08-11 14:25:37", "timeelapsed" : "0:00:40", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "received an email form James ISTA/P does not detect an ICOM." } , { "pk_session" : "c-63908", "eventdate" : "2023-08-11 14:26:33", "timeelapsed" : "0:01:37", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC checked the configuration of the ICOM. Configured APIPA. reconfigured to DHCP ICOM detected" } , { "pk_session" : "t-73364", "eventdate" : "2023-08-11 14:26:36", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73365", "eventdate" : "2023-08-11 14:26:46", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "422", "pk_support" : "22386", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "keyreaders not working", "priority" : "2", "status" : "closed", "location" : "Laurel BMW-Main Dealership", "ounum" : "0639001", "agcode" : "66390", "nacode" : "66390", "canum" : "", "contact" : "Jaime Shustrick", "phone" : "", "email" : "", "mobile" : "814-322-7598", "created" : "2023-08-14 08:52:12", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "Admin client on HUB was corrupted. IPS and KAI services would not run", "resolution" : "Reinstalled admin client and registered HUB. Restarted IPS and KAI Services. Keyreaders workingn.", "sessions" : [ { "pk_session" : "t-73366", "eventdate" : "2023-08-14 08:52:12", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "423", "pk_support" : "22387", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "keyreaders not working", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars of Troy Michigan-Rolls Royce Center", "ounum" : "50385", "agcode" : "50385", "nacode" : "", "canum" : "", "contact" : "Ryan Ransom", "phone" : "248-624-7233", "email" : "rransom@suburbancollection.com", "mobile" : "248-794-7004", "created" : "2023-08-14 11:00:09", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "Hub and NAS were both powered down. NAS shows ungraceful shutdown. Maybe power outage", "resolution" : "Brought HUB and NAS up, and confirmed NAS access in both KAI services and IPS configuration. Systems now passing all health checks, key reader working.", "sessions" : [ { "pk_session" : "t-73367", "eventdate" : "2023-08-14 11:00:09", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "424", "pk_support" : "22388", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA 4.40.x has expired", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Ferndale-Main", "ounum" : "", "agcode" : "50794", "nacode" : "50794", "canum" : "", "contact" : "Vincent (Kody) Dixon", "phone" : "866-411-8725", "email" : "service@pacificnwmotorcycles.com", "mobile" : "", "created" : "2023-08-16 03:53:24", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-08-16 03:54:34", "agent" : "Stan Pascua", "issue" : "ISTA 4.40.x has expired", "resolution" : "ISTA 4.42.4x installed", "sessions" : [ { "pk_session" : "t-73368", "eventdate" : "2023-08-16 03:53:24", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63910", "eventdate" : "2023-08-16 03:53:52", "timeelapsed" : "0:00:27", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call ISTA 4.40.x has expired" } , { "pk_session" : "c-63911", "eventdate" : "2023-08-16 03:54:17", "timeelapsed" : "0:00:51", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "ISTA 4.42.x installed" } , { "pk_session" : "t-73369", "eventdate" : "2023-08-16 03:54:18", "timeelapsed" : "240", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ISTA install" } , { "pk_session" : "t-73370", "eventdate" : "2023-08-16 03:54:34", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "425", "pk_support" : "22389", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISTA update failed", "priority" : "2", "status" : "closed", "location" : "Wyoming Valley BMW (Wyoming Valley Motors)-Main Dealership", "ounum" : "0646301", "agcode" : "44721", "nacode" : "44721", "canum" : "", "contact" : "Marty McCann", "phone" : "570-287-1133 or 570-332-8091", "email" : "Mmccann@naleton.com", "mobile" : "570.714.6520", "created" : "2023-08-16 08:49:18", "statusdate" : "2023-08-17 05:12:07", "statuscloseddate" : "2023-08-17 05:12:07", "updated" : "2023-08-17 05:16:04", "agent" : "Stan Pascua", "issue" : "ISTA update failed TV 415776949/Ap!H3lpd35k", "resolution" : "Uninstalled ISTA and cleaned ProgramDATA files. ISTA 4.42.4x installed", "sessions" : [ { "pk_session" : "t-73371", "eventdate" : "2023-08-16 08:49:18", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63912", "eventdate" : "2023-08-16 08:49:49", "timeelapsed" : "0:00:30", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "received an email from Marty, ISTA update failed." } , { "pk_session" : "c-63913", "eventdate" : "2023-08-16 08:50:38", "timeelapsed" : "0:01:19", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to PC uninstalled ISTA cleaned ProgramDATA files and initiated ISTA 4.42.x install" } , { "pk_session" : "t-73372", "eventdate" : "2023-08-16 08:50:39", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73373", "eventdate" : "2023-08-16 08:50:49", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63914", "eventdate" : "2023-08-17 05:11:43", "timeelapsed" : "0:00:48", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "ISTA 4.42.4x installed" } , { "pk_session" : "t-73374", "eventdate" : "2023-08-17 05:11:50", "timeelapsed" : "360", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ISTA install" } , { "pk_session" : "t-73375", "eventdate" : "2023-08-17 05:12:07", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "426", "pk_support" : "22390", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISTA expired", "priority" : "2", "status" : "closed", "location" : "Fairfield Imports-Main Workshop", "ounum" : "", "agcode" : "46859", "nacode" : "46859", "canum" : "", "contact" : "Richard Behn", "phone" : "850-433-0900", "email" : "rfbehn@gmail.com", "mobile" : "", "created" : "2023-08-17 05:14:14", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-08-17 05:15:40", "agent" : "Stan Pascua", "issue" : "ISTA expired", "resolution" : "ISTA 4.42.4x installed", "sessions" : [ { "pk_session" : "t-73376", "eventdate" : "2023-08-17 05:14:14", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63915", "eventdate" : "2023-08-17 05:15:18", "timeelapsed" : "0:01:03", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Uninstalled ISTA cleaned ProgramDATA files downloaded latest ISTA 4.42.4x. ISTA installed" } , { "pk_session" : "t-73377", "eventdate" : "2023-08-17 05:15:19", "timeelapsed" : "360", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "troubleshoot and ISTA install" } , { "pk_session" : "t-73378", "eventdate" : "2023-08-17 05:15:40", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "427", "pk_support" : "22391", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISTA expired", "priority" : "2", "status" : "closed", "location" : "European Cars of Williamsburg-Independent Workshop", "ounum" : "", "agcode" : "46858", "nacode" : "46858", "canum" : "", "contact" : "Chris Chris", "phone" : "757-220-9660", "email" : "", "mobile" : "", "created" : "2023-08-17 05:18:18", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-08-17 05:20:32", "agent" : "Stan Pascua", "issue" : "ISTA expired", "resolution" : "downloaded ISTA 4.42.4x. Uninstalled ISTA prior version cleaned ProgramDATA files and installed ISTA 4.42.4x", "sessions" : [ { "pk_session" : "t-73379", "eventdate" : "2023-08-17 05:18:18", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63916", "eventdate" : "2023-08-17 05:18:48", "timeelapsed" : "0:00:29", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Chris called ISTA has expired" } , { "pk_session" : "c-63917", "eventdate" : "2023-08-17 05:20:15", "timeelapsed" : "0:01:56", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC. configured as download device for the interim to Download ISTA 4.42.4x. Uninstalled ISTA and cleaned ProgramDATA files. Installed ISTA 4.42.4x" } , { "pk_session" : "t-73380", "eventdate" : "2023-08-17 05:20:17", "timeelapsed" : "360", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "troubleshoot and ISTA install" } , { "pk_session" : "t-73381", "eventdate" : "2023-08-17 05:20:32", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "428", "pk_support" : "22392", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISTA expired", "priority" : "2", "status" : "closed", "location" : "Ardsley Motors-Main Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Bernie Milano", "phone" : "914-693-4686", "email" : "Berniejag@aol.com", "mobile" : "", "created" : "2023-08-17 05:22:33", "statusdate" : "2023-08-17 12:48:14", "statuscloseddate" : "2023-08-17 12:48:14", "updated" : "2023-08-17 12:48:14", "agent" : "Stan Pascua", "issue" : "ISTA expired", "resolution" : "Downloaded ISTA 4.42.4x files, uninstalled ISTA and cleaned ProgramDATA files. Initiated ISTA install. ISTA 4.42.4x installed", "sessions" : [ { "pk_session" : "t-73382", "eventdate" : "2023-08-17 05:22:33", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63918", "eventdate" : "2023-08-17 05:24:03", "timeelapsed" : "0:01:29", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Checked on ISTA version. it was expired. downloaded ISTA 4.42.4x files. Uninstalled ISTA cleaned ProgramDATA files and initiated ISTA install" } , { "pk_session" : "t-73383", "eventdate" : "2023-08-17 05:24:07", "timeelapsed" : "60", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "troubleshoot and ISTA install" } , { "pk_session" : "t-73384", "eventdate" : "2023-08-17 05:24:25", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "429", "pk_support" : "22393", "platform" : "BMW North America", "topic" : "KAI", "brief_description" : "KAI check failed", "priority" : "2", "status" : "closed", "location" : "RRMC Naples-Rolls Royce Center", "ounum" : "50650", "agcode" : "50650", "nacode" : "50650", "canum" : "", "contact" : "Alan Navarro", "phone" : "210-529-4655", "email" : "anavarro@bentleynaPles.com", "mobile" : "", "created" : "2023-08-18 09:16:08", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-08-18 09:17:27", "agent" : "Stan Pascua", "issue" : "KAI check failed", "resolution" : "Started KAI services KAI check all green", "sessions" : [ { "pk_session" : "t-73385", "eventdate" : "2023-08-18 09:16:08", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63919", "eventdate" : "2023-08-18 09:16:36", "timeelapsed" : "0:00:27", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "received an email for Alan KAI check failed" } , { "pk_session" : "c-63920", "eventdate" : "2023-08-18 09:17:16", "timeelapsed" : "0:01:06", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISPAHUB started KAI services. KAI check all Green" } , { "pk_session" : "t-73386", "eventdate" : "2023-08-18 09:17:17", "timeelapsed" : "5", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73387", "eventdate" : "2023-08-18 09:17:27", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "430", "pk_support" : "22394", "platform" : "BMW Motorrad USA", "topic" : "ISPI Next Readiness - Survey Question", "brief_description" : "ISPINEXT Support SS not accessible and IPS requires update", "priority" : "2", "status" : "closed", "location" : "Gateway BMW Motorcycles-Motorcycle Shop", "ounum" : "", "agcode" : "31453", "nacode" : "31453", "canum" : "", "contact" : "Ryan Manley", "phone" : "314-427-9090", "email" : "sirmanley@gatewaybmw.com", "mobile" : "", "created" : "2023-08-18 10:47:20", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-08-18 10:49:26", "agent" : "Stan Pascua", "issue" : "IP of SS is now 192.168.50.24", "resolution" : "Reconfigured ISPI Cockpit and configured ISPI Cockpit configuration and updated IPS. remapped the shared drive", "sessions" : [ { "pk_session" : "t-73388", "eventdate" : "2023-08-18 10:47:20", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63921", "eventdate" : "2023-08-18 10:47:46", "timeelapsed" : "0:00:25", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Jeff called SS not accessible" } , { "pk_session" : "c-63922", "eventdate" : "2023-08-18 10:49:08", "timeelapsed" : "0:01:47", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "SS IP was 192.168.0.153 and now it's 192.168.50.24. reconfigured ISPI Cockpit, remapped drive and updated IPS" } , { "pk_session" : "t-73389", "eventdate" : "2023-08-18 10:49:10", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73390", "eventdate" : "2023-08-18 10:49:26", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "431", "pk_support" : "22395", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support IPS outdated and ISTA files not downloading", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Matthew Bunchberger", "phone" : "", "email" : "mbunchberger#tytlerscycle.com", "mobile" : "920-850-8070", "created" : "2023-08-18 11:50:23", "statusdate" : "2023-08-23 12:58:10", "statuscloseddate" : "2023-08-23 12:58:10", "updated" : "2023-08-23 12:58:10", "agent" : "Stan Pascua", "issue" : "ISPINEXT Support ISTA files not downloading. SS TV 715993283", "resolution" : "Logged on to all devices ISPI Admin Client updated. IPS updated on SS. ISTA files downloaded and initiated ISTA update on Hp G1. GETAC will be updated tonight", "sessions" : [ { "pk_session" : "t-73391", "eventdate" : "2023-08-18 11:50:23", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63923", "eventdate" : "2023-08-18 11:51:04", "timeelapsed" : "0:00:39", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a text from Matt ISTA not updating and IPS needs to be updated." } , { "pk_session" : "c-63924", "eventdate" : "2023-08-18 11:52:08", "timeelapsed" : "0:01:43", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to all devices ISPI Admin Client updated.S SS IPS updated. HP G1 ISTA updated initiated" } , { "pk_session" : "t-73392", "eventdate" : "2023-08-18 11:52:09", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73393", "eventdate" : "2023-08-18 11:53:07", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "432", "pk_support" : "22396", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support commission HP G6", "priority" : "2", "status" : "closed", "location" : "Gold Coast BMW Motorcycles of New Hyde Park-Main Dealership", "ounum" : "", "agcode" : "51835", "nacode" : "51835", "canum" : "", "contact" : "Jimmy Reda", "phone" : "516-352-7474", "email" : "jimmy@goldcoast-motorsports.com", "mobile" : "", "created" : "2023-08-18 13:26:32", "statusdate" : "2023-08-23 12:58:28", "statuscloseddate" : "2023-08-23 12:58:28", "updated" : "2023-08-23 12:58:28", "agent" : "Stan Pascua", "issue" : "commission HP G6. Needs IPS updated", "resolution" : "drive mapped device registered. ISPI Admin client,AIR Client and ISTA Launcher updated. Initiated ISTA 4.42.4x update", "sessions" : [ { "pk_session" : "t-73394", "eventdate" : "2023-08-18 13:26:32", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63925", "eventdate" : "2023-08-18 13:27:19", "timeelapsed" : "0:00:46", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call from Jeung they registered the HP G6." } , { "pk_session" : "c-63926", "eventdate" : "2023-08-18 13:28:49", "timeelapsed" : "0:02:15", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to the HP G6. Mapped shared drive, ISPI Admin client, AIR Client updated. ISTA Launcher updated and initiated ISTA 4.42.4x update" } , { "pk_session" : "t-73395", "eventdate" : "2023-08-18 13:28:50", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73396", "eventdate" : "2023-08-18 13:29:16", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "433", "pk_support" : "22397", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support commission new HP G5", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Jessie Auer", "phone" : "530-345-4462", "email" : "", "mobile" : "", "created" : "2023-08-21 10:30:16", "statusdate" : "2023-08-23 12:57:33", "statuscloseddate" : "2023-08-23 12:57:33", "updated" : "2023-08-23 12:57:33", "agent" : "Stan Pascua", "issue" : "Commission new HP G6", "resolution" : "Mapped shared drive, registered device, updated ISPI Admin client, configured AIR Client, Updated ISTA Launcher and initiated ISTA 4.42.3x update", "sessions" : [ { "pk_session" : "t-73397", "eventdate" : "2023-08-21 10:30:16", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63927", "eventdate" : "2023-08-21 10:31:15", "timeelapsed" : "0:00:58", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Jessie called received new HP G6 wants to commission it." } , { "pk_session" : "t-73398", "eventdate" : "2023-08-21 10:32:32", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "setup ISPI PC" } , { "pk_session" : "t-73399", "eventdate" : "2023-08-21 10:32:57", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73400", "eventdate" : "2023-08-21 10:35:25", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63928", "eventdate" : "2023-08-21 10:36:31", "timeelapsed" : "0:01:05", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on new HP G6 mapped drive registered device updated ISPI Admin and AIR Client. Updated ISTA Launcher and initiated ISTA 4.42.3x update" } , { "pk_session" : "t-73401", "eventdate" : "2023-08-21 10:36:33", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "434", "pk_support" : "22398", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISTA failed to update", "priority" : "2", "status" : "closed", "location" : "Wyoming Valley BMW (Wyoming Valley Motors)-Main Dealership", "ounum" : "0646301", "agcode" : "44721", "nacode" : "44721", "canum" : "", "contact" : "Marty McCann", "phone" : "570-287-1133 or 570-332-8091", "email" : "Mmccann@naleton.com", "mobile" : "570.714.6520", "created" : "2023-08-21 13:00:28", "statusdate" : "2023-08-23 12:58:58", "statuscloseddate" : "2023-08-23 12:58:58", "updated" : "2023-08-23 12:58:58", "agent" : "Stan Pascua", "issue" : "ISTA failed to update", "resolution" : "ISPI Admin client failed , uninstalled and re-installed ISPI Admin Client registered and configured initiated ISTA install", "sessions" : [ { "pk_session" : "t-73402", "eventdate" : "2023-08-21 13:00:28", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63929", "eventdate" : "2023-08-21 13:00:54", "timeelapsed" : "0:00:25", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "received an email from Marty ISTA update failed" } , { "pk_session" : "c-63930", "eventdate" : "2023-08-21 13:02:25", "timeelapsed" : "0:01:56", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to PC. ISPI Admin client failed to open uninstalled and re-installed registered and configured. Initiated ISTA install" } , { "pk_session" : "t-73403", "eventdate" : "2023-08-21 13:02:29", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73404", "eventdate" : "2023-08-21 13:02:38", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "435", "pk_support" : "22399", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISTA update failed 259 GB free", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Orlando-Rolls Royce Center", "ounum" : "39482", "agcode" : "39482", "nacode" : "", "canum" : "", "contact" : "Anthony Brooks", "phone" : "", "email" : "anthony.brooks@fieldsauto.com", "mobile" : "407-782-2761", "created" : "2023-08-23 10:44:23", "statusdate" : "2023-08-23 12:59:12", "statuscloseddate" : "2023-08-23 12:59:12", "updated" : "2023-08-23 12:59:12", "agent" : "Stan Pascua", "issue" : "ISTA failed", "resolution" : "deleted ISTA cleaned Program DATA files. Initiated ISTA 4.42.4x install", "sessions" : [ { "pk_session" : "t-73405", "eventdate" : "2023-08-23 10:44:23", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63931", "eventdate" : "2023-08-23 10:44:50", "timeelapsed" : "0:00:25", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call ISTA update failed." } , { "pk_session" : "c-63932", "eventdate" : "2023-08-23 10:46:00", "timeelapsed" : "0:01:35", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Laptop free disk space 259 GB free. Uninstalled ISTA and cleaned ProgramDATA files. 840 GB Free initiated ISTA 4.42.4x install" } , { "pk_session" : "t-73406", "eventdate" : "2023-08-23 10:46:01", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "troubleshoot and ISTA install" } , { "pk_session" : "t-73407", "eventdate" : "2023-08-23 10:46:10", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "436", "pk_support" : "22400", "platform" : "BMW North America", "topic" : "ISTA Upgrade", "brief_description" : "ISTA not upgrading", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Andrew Sandoval", "phone" : "(323) 648-5700 ", "email" : "asandoval@ogaracoach.com", "mobile" : "(310) 623-9265", "created" : "2023-08-23 21:25:54", "statusdate" : "2023-09-12 11:33:38", "statuscloseddate" : "2023-09-12 11:33:38", "updated" : "2023-09-12 11:33:38", "agent" : "Joe Raymond", "issue" : "G2 system, less than 350GB free space.", "resolution" : "Deleted ISTA, cleaned old ISTA-P installation files, purged Windows Shadow copies and other dead software. Cleared over 860GB space for ISTA to install.", "sessions" : [ { "pk_session" : "t-73408", "eventdate" : "2023-08-23 21:05:54", "timeelapsed" : "60", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Cleared old files from system, uninstalled ISTA and cleared over 860GB of space. Did Windows updates, rebooted system. Started ISTA install." } , { "pk_session" : "c-63933", "eventdate" : "2023-08-23 21:26:23", "timeelapsed" : "0:00:20", "sessiontype" : "email", "personcontacting" : "Joe Raymond", "eventcontent" : "Asking for help on ISTA not upgrading." } ] } , { "number" : "437", "pk_support" : "22401", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISTA programming error port12300 blocked", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Raleigh-Rolls Royce Center", "ounum" : "45819", "agcode" : "45819", "nacode" : "", "canum" : "", "contact" : "Chris Freer", "phone" : "", "email" : "cfreer@rrmcraleigh.com", "mobile" : "919-741-7272", "created" : "2023-08-24 09:32:34", "statusdate" : "2023-09-04 06:07:12", "statuscloseddate" : "2023-09-04 06:07:12", "updated" : "2023-09-04 06:07:12", "agent" : "Stan Pascua", "issue" : "ISTA programming error port 12300 blocked", "resolution" : "New laptops received 1 commissioned second laptop commissioned", "sessions" : [ { "pk_session" : "t-73411", "eventdate" : "2023-08-24 09:32:34", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63934", "eventdate" : "2023-08-24 09:33:09", "timeelapsed" : "0:00:33", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Chris called ISTA has a programming error port 12300 blocked." } , { "pk_session" : "c-63935", "eventdate" : "2023-08-24 09:34:28", "timeelapsed" : "0:01:53", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to laptop port 12300 blocked. Asked him to contact their network person to check this port status and referred to Mark Watson." } , { "pk_session" : "t-73412", "eventdate" : "2023-08-24 09:34:30", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73413", "eventdate" : "2023-08-24 09:34:43", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63942", "eventdate" : "2023-08-31 05:49:08", "timeelapsed" : "0:01:00", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "2 new laptops received 1 commissioned" } , { "pk_session" : "t-73431", "eventdate" : "2023-08-31 05:49:15", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73447", "eventdate" : "2023-09-04 06:07:12", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "438", "pk_support" : "22402", "platform" : "BMW North America", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support NAS has 0% free space", "priority" : "2", "status" : "closed", "location" : "Rhine West Inc-Repair Shop", "ounum" : "3339401", "agcode" : "33394", "nacode" : "", "canum" : "", "contact" : "David Greenwood", "phone" : "210-826-0014", "email" : "info@rhinewest.com", "mobile" : "210-826-8738", "created" : "2023-08-24 15:34:42", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-08-24 15:40:14", "agent" : "Stan Pascua", "issue" : "NAS has 0% free space", "resolution" : "deleted old ISPI files 1960 GB of old ISPI Files", "sessions" : [ { "pk_session" : "t-73414", "eventdate" : "2023-08-24 15:34:42", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63936", "eventdate" : "2023-08-24 15:36:56", "timeelapsed" : "0:02:12", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "David called ISPI Admin Client expired. NAS has 05 free space. updated ISPI Admin Client and configured,. ran Package management deleted 1960 GB of old ISPI Files" } , { "pk_session" : "t-73415", "eventdate" : "2023-08-24 15:36:57", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73416", "eventdate" : "2023-08-24 15:38:02", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73417", "eventdate" : "2023-08-24 15:40:14", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "439", "pk_support" : "22403", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "Key reader not working on Debras PC.", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Donald Byrd", "phone" : "203.661.3100", "email" : "", "mobile" : "", "created" : "2023-08-25 09:45:22", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "Admin Client corrupted and ISPA Next corrupted. Also credentialing problem with Debra. Also keyreader plus not connecting to wireless network", "resolution" : "Uninstalled and reinstalled admin client and ISPA Next. also loaded TrayApp. Used svc mgr login for admin client and updated password in keyreader. All now working correctly", "sessions" : [ { "pk_session" : "t-73418", "eventdate" : "2023-08-25 09:45:22", "timeelapsed" : "90", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "440", "pk_support" : "22404", "platform" : "BMW North America", "topic" : "NAS Migration", "brief_description" : "Needs help getting new NAS ", "priority" : "2", "status" : "closed", "location" : "Jackie Cooper Imports Inc-Main Dealership", "ounum" : "0644901", "agcode" : "86449", "nacode" : "35071", "canum" : "", "contact" : "Robert Sprenkle", "phone" : "405.588.8000 Option 1", "email" : "Robert.Sprenkle@nvyatech.com", "mobile" : "", "created" : "2023-08-25 14:56:45", "statusdate" : "2023-09-12 11:33:18", "statuscloseddate" : "2023-09-12 11:33:18", "updated" : "2023-09-12 11:33:18", "agent" : "Joe Raymond", "issue" : "Finally found it!", "resolution" : "", "sessions" : [ { "pk_session" : "t-73419", "eventdate" : "2023-08-25 14:56:45", "timeelapsed" : "90", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Updated firmware on both machines, updated applications and set up systems to synchronize. Started synch..." } , { "pk_session" : "c-63937", "eventdate" : "2023-08-25 14:57:28", "timeelapsed" : "0:00:41", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "Found their new NAS and want help installing it..." } ] } , { "number" : "441", "pk_support" : "22405", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISTA failed to update low disk space", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Sidney Cuadra", "phone" : "323-583-1901", "email" : "cuadra@carros.com", "mobile" : "323-683-9784", "created" : "2023-08-25 15:26:24", "statusdate" : "2023-08-31 05:50:32", "statuscloseddate" : "2023-08-31 05:50:32", "updated" : "2023-08-31 05:50:32", "agent" : "Stan Pascua", "issue" : "ISTA update failed low disk space 294 free TV 1991033787", "resolution" : "Uninstalled ISTA cleaned ProgramDATA file 657 GB Free initiated ISTA 4.43.1x install", "sessions" : [ { "pk_session" : "t-73420", "eventdate" : "2023-08-25 15:26:24", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73421", "eventdate" : "2023-08-25 15:28:54", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73422", "eventdate" : "2023-08-25 17:28:43", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73423", "eventdate" : "2023-08-25 17:30:12", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63943", "eventdate" : "2023-08-31 05:50:25", "timeelapsed" : "0:01:00", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Uninstalled ISTA cleaned ProgramDATA files initiated ISTA install" } , { "pk_session" : "t-73432", "eventdate" : "2023-08-31 05:50:32", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "442", "pk_support" : "22405", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISTA failed to update low disk space", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Sidney Cuadra", "phone" : "323-583-1901", "email" : "sidne.cuadra@carros.com", "mobile" : "323-683-9784", "created" : "2023-08-25 15:26:24", "statusdate" : "2023-08-31 05:50:32", "statuscloseddate" : "2023-08-31 05:50:32", "updated" : "2023-08-31 05:50:32", "agent" : "Stan Pascua", "issue" : "ISTA update failed low disk space 294 free TV 1991033787", "resolution" : "Uninstalled ISTA cleaned ProgramDATA file 657 GB Free initiated ISTA 4.43.1x install", "sessions" : [ { "pk_session" : "t-73420", "eventdate" : "2023-08-25 15:26:24", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73421", "eventdate" : "2023-08-25 15:28:54", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73422", "eventdate" : "2023-08-25 17:28:43", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73423", "eventdate" : "2023-08-25 17:30:12", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63943", "eventdate" : "2023-08-31 05:50:25", "timeelapsed" : "0:01:00", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Uninstalled ISTA cleaned ProgramDATA files initiated ISTA install" } , { "pk_session" : "t-73432", "eventdate" : "2023-08-31 05:50:32", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "443", "pk_support" : "22406", "platform" : "BMW North America", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support ISPI files fails to download", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Dave Stressman", "phone" : "856-786-8200", "email" : "dstressma@kerbeck.net", "mobile" : "267-234-4797", "created" : "2023-08-29 10:10:28", "statusdate" : "2023-08-31 05:47:51", "statuscloseddate" : "2023-08-31 05:47:51", "updated" : "2023-08-31 05:47:51", "agent" : "Stan Pascua", "issue" : "ISPI Files failed to download", "resolution" : "Cleaned 1395 GB of old ISPI files. ISPI files are in the download queue", "sessions" : [ { "pk_session" : "t-73424", "eventdate" : "2023-08-29 10:10:28", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63938", "eventdate" : "2023-08-29 10:11:00", "timeelapsed" : "0:00:31", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Dave called ISPI files failed to download." } , { "pk_session" : "c-63939", "eventdate" : "2023-08-29 10:12:00", "timeelapsed" : "0:01:31", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISPAHUB cleaned 1395 old ISPI files. ISPI files are in the Download queue" } , { "pk_session" : "t-73425", "eventdate" : "2023-08-29 10:12:02", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73426", "eventdate" : "2023-08-29 10:12:20", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "444", "pk_support" : "22407", "platform" : "BMW North America", "topic" : "ISTA/P Client - Fails to connect to ICOM", "brief_description" : "ISTA/P fails to detect an ICOM", "priority" : "2", "status" : "closed", "location" : "Fairfield Imports-Main Workshop", "ounum" : "", "agcode" : "46859", "nacode" : "46859", "canum" : "", "contact" : "Richard Behn", "phone" : "850-433-0900", "email" : "rfbehn@gmail.com", "mobile" : "", "created" : "2023-08-29 15:26:46", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-08-29 15:28:59", "agent" : "Stan Pascua", "issue" : "ISTA/P fails to detect an ICOM", "resolution" : "Windows updates installed ISTA/P detected an ICOM", "sessions" : [ { "pk_session" : "t-73427", "eventdate" : "2023-08-29 15:26:46", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63940", "eventdate" : "2023-08-29 15:27:18", "timeelapsed" : "0:00:31", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "Received an email ISTA/P failed to detect an ICOM" } , { "pk_session" : "c-63941", "eventdate" : "2023-08-29 15:28:48", "timeelapsed" : "0:02:00", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to G6 checked the ICOM configuration and checked for Windows updates. Updates were installed and opened ISTA/P created a session ICOM detected." } , { "pk_session" : "t-73428", "eventdate" : "2023-08-29 15:28:49", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73429", "eventdate" : "2023-08-29 15:28:59", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "445", "pk_support" : "22408", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "ISPA Next not showing key reader.", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Dave Stressman", "phone" : "856-786-8200", "email" : "dstressma@kerbeck.net", "mobile" : "267-234-4797", "created" : "2023-08-30 08:17:16", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "Windows updates, KAI services not running", "resolution" : "Started KAI services on the server, checked ISPA Next functionality. Key reader now working.", "sessions" : [ { "pk_session" : "t-73430", "eventdate" : "2023-08-30 08:17:16", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "446", "pk_support" : "22409", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA failed to upgrade low disk space 257 GB free", "priority" : "2", "status" : "closed", "location" : "Street Cycles Inc-Motorcycle Shop", "ounum" : "", "agcode" : "68407", "nacode" : "", "canum" : "", "contact" : "Bill Aronson.", "phone" : "207-781-4763", "email" : "service@streetcycles.com", "mobile" : "", "created" : "2023-08-31 11:05:20", "statusdate" : "2023-09-02 11:49:09", "statuscloseddate" : "2023-09-02 11:49:09", "updated" : "2023-09-02 11:49:09", "agent" : "Joe Raymond", "issue" : "ISTA failed to update", "resolution" : "uninstalled ISTA cleaned ProgramData files initiated ISTA install", "sessions" : [ { "pk_session" : "t-73433", "eventdate" : "2023-08-31 11:05:20", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63944", "eventdate" : "2023-08-31 11:05:49", "timeelapsed" : "0:00:28", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Peter called ISTA failed to update" } , { "pk_session" : "c-63945", "eventdate" : "2023-08-31 11:06:49", "timeelapsed" : "0:01:28", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to shop PC disk space 259 GB free. Will have to uninstall ISTA and clean ProgramData files" } , { "pk_session" : "t-73434", "eventdate" : "2023-08-31 11:06:54", "timeelapsed" : "5", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73435", "eventdate" : "2023-08-31 11:07:06", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73439", "eventdate" : "2023-08-31 16:03:44", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73440", "eventdate" : "2023-08-31 17:33:01", "timeelapsed" : "89", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73441", "eventdate" : "2023-08-31 17:34:19", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73442", "eventdate" : "2023-09-01 09:23:53", "timeelapsed" : "300", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Restarted ISTA installation. Failed downloads after 10 minutes. USB formatted as FAT32. Formatting with NTFS" } , { "pk_session" : "t-73443", "eventdate" : "2023-09-01 14:42:12", "timeelapsed" : "1247", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Restarted ISTA Installation." } , { "pk_session" : "t-73444", "eventdate" : "2023-09-01 14:43:23", "timeelapsed" : "260", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73445", "eventdate" : "2023-09-02 11:48:01", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Restarted system to install Windows updates and complete ISTA install. Had Greg hook a bike up and tested ISTA. Everything working." } , { "pk_session" : "t-73446", "eventdate" : "2023-09-02 11:49:09", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "447", "pk_support" : "22410", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support setup new ISPI devices", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Charlotte-Motorcycle Shop", "ounum" : "", "agcode" : "38331", "nacode" : "", "canum" : "", "contact" : "William Eubank", "phone" : "828-276-1370", "email" : "weubank@atlasdcs.com", "mobile" : "", "created" : "2023-08-31 12:57:06", "statusdate" : "2023-08-31 13:53:48", "statuscloseddate" : "2023-08-31 13:53:48", "updated" : "2023-08-31 13:55:16", "agent" : "Stan Pascua", "issue" : "Setup new ISPI devices", "resolution" : "New device registered and configured", "sessions" : [ { "pk_session" : "t-73436", "eventdate" : "2023-08-31 12:57:06", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73437", "eventdate" : "2023-08-31 13:53:48", "timeelapsed" : "57", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63946", "eventdate" : "2023-08-31 13:54:29", "timeelapsed" : "0:00:40", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "William called needs assistance setting up their new devices" } , { "pk_session" : "c-63947", "eventdate" : "2023-08-31 13:55:12", "timeelapsed" : "0:01:23", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "SS and laptop registered and configured. ICOM firmware updated and configured," } , { "pk_session" : "t-73438", "eventdate" : "2023-08-31 13:55:16", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "448", "pk_support" : "22411", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISTA failed to update META_SDP_4.41.10 XML file not enabled", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Denver-Main Dealership", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Brian Kelly", "phone" : "720-3522291", "email" : "", "mobile" : "", "created" : "2023-09-05 10:15:38", "statusdate" : "2023-09-07 07:15:54", "statuscloseddate" : "2023-09-07 07:15:54", "updated" : "2023-09-07 07:15:54", "agent" : "Stan Pascua", "issue" : "ISTA was 2 versions behind that caused the error message. ISTA/P and IRAP Client obsolete", "resolution" : "Uninstalled ISTA, ISTA/P and IRAP Client. Cleaned ProgramDATA files. Updated IRAP Client and initiated ISTA 4.43.10 install, ISTA 4.43.1x installed, ISTA/P 3.71 installed", "sessions" : [ { "pk_session" : "t-73448", "eventdate" : "2023-09-05 10:15:38", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63948", "eventdate" : "2023-09-05 10:16:41", "timeelapsed" : "0:01:02", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a call ISTA failed to update error message META_SDP_4.41.10 xml file not enabled" } , { "pk_session" : "c-63949", "eventdate" : "2023-09-05 10:19:32", "timeelapsed" : "0:03:53", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to G6, IRAP,ISTA/P obsolete. ISTA 2 versions behind causing error message. Uninstalled IRAP, ISTA/P and ISTA. Cleaned ProgramData files and installed IRAP client and imitated ISTA 4.43.10 install. Will install ISTA/P later" } , { "pk_session" : "t-73449", "eventdate" : "2023-09-05 10:19:34", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73450", "eventdate" : "2023-09-05 10:19:46", "timeelapsed" : "4", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73454", "eventdate" : "2023-09-06 07:22:15", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63954", "eventdate" : "2023-09-07 06:54:06", "timeelapsed" : "0:00:44", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Initiated ISTA/P 3.71 install" } , { "pk_session" : "t-73463", "eventdate" : "2023-09-07 06:54:10", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "449", "pk_support" : "22412", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support commission 2 Premium tablets", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Tyrone (Kissell MotorSports)-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Tom Askew", "phone" : "814-861-7890", "email" : "", "mobile" : "", "created" : "2023-09-05 13:28:46", "statusdate" : "2023-09-06 07:24:25", "statuscloseddate" : "2023-09-06 07:24:25", "updated" : "2023-09-06 07:24:25", "agent" : "Stan Pascua", "issue" : "commission 2 premium tablets", "resolution" : "Both tablets commissioned ISTA, ISTA/P, AIR, ISPI Admin, USB Tray Toll, IRAP installed.", "sessions" : [ { "pk_session" : "t-73451", "eventdate" : "2023-09-05 13:28:46", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63950", "eventdate" : "2023-09-05 13:29:41", "timeelapsed" : "0:00:53", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Taylor called he has the USB network adapters for the Premium tablets Teamviewer is installed" } , { "pk_session" : "c-63951", "eventdate" : "2023-09-05 13:32:57", "timeelapsed" : "0:04:10", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to tablet1 1999144554 Windows user ISPIADMIN PW c00lc@rs mapped drive installed ISPI Admin, AIR, IRAP ISTA Launcher ISTA 4.42.10 install initiated. Logged on to Tablet2 drive mapped ISPI Admin, AIR, IRAP, USB Tray tool, ISTA Launcher installed, ISTA/P 3.71 installed, Initiated ISTA 4.42.1 install" } , { "pk_session" : "t-73452", "eventdate" : "2023-09-05 13:32:59", "timeelapsed" : "90", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Build GETAC Premium Tablet from scratch" } , { "pk_session" : "t-73453", "eventdate" : "2023-09-05 13:33:28", "timeelapsed" : "5", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73455", "eventdate" : "2023-09-06 07:23:50", "timeelapsed" : "300", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Setup Shop PC for ISPI" } , { "pk_session" : "t-73456", "eventdate" : "2023-09-06 07:24:25", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "450", "pk_support" : "22413", "platform" : "BMW North America", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support ISPI Software obsolete", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Dallas/Park Place Premiere-Rolls Royce Center", "ounum" : "50548", "agcode" : "50548", "nacode" : "", "canum" : "", "contact" : "Karan Sandhu", "phone" : "817-205-1275", "email" : "", "mobile" : "8172051278", "created" : "2023-09-06 09:57:32", "statusdate" : "2023-09-07 06:50:17", "statuscloseddate" : "2023-09-07 06:50:17", "updated" : "2023-09-07 06:50:17", "agent" : "Stan Pascua", "issue" : "ISPI Software obsolete", "resolution" : "ISTA 4.43.x, ISTA/P 3.71 and HDD installed", "sessions" : [ { "pk_session" : "t-73457", "eventdate" : "2023-09-06 09:57:32", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63952", "eventdate" : "2023-09-06 09:58:07", "timeelapsed" : "0:00:33", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "received an email from Karan ISPI Software obsolete" } , { "pk_session" : "c-63953", "eventdate" : "2023-09-06 10:00:34", "timeelapsed" : "0:03:01", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISIDNEXT19 ISPI Admin client expired, ISTA/P 3.67.expired, ISTA 4.41.x has expired. Updated ISPI Admin Client, HDD, Uninstalled ISTA/P cleaned ProgramData files. Uninstalled ISTA 4.41 cleaned ProgramData files. Started ISTA/P 3.71 install " } , { "pk_session" : "t-73458", "eventdate" : "2023-09-06 10:00:36", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73459", "eventdate" : "2023-09-06 10:00:51", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73460", "eventdate" : "2023-09-06 11:06:32", "timeelapsed" : "66", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73462", "eventdate" : "2023-09-07 06:50:17", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "451", "pk_support" : "22414", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "keyreader plus not working", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Houston-Rolls Royce Center", "ounum" : "50549", "agcode" : "50549", "nacode" : "", "canum" : "", "contact" : "Jerry Swartz", "phone" : "713-702-6669", "email" : "jerry@kryptoitservices.com", "mobile" : "713-702-6669", "created" : "2023-09-06 13:06:51", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "Red light on connection to KAI", "resolution" : "Rebooted keyreader and it came back up and connected. now working normally", "sessions" : [ { "pk_session" : "t-73461", "eventdate" : "2023-09-06 13:06:51", "timeelapsed" : "21", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "452", "pk_support" : "22415", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISTA failed to update low disk space even with a external drive. C:Drive 385 GB free", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars New England-Rolls Royce Center (Herb Chambers)", "ounum" : "50660", "agcode" : "50660", "nacode" : "", "canum" : "", "contact" : "Gary Richards", "phone" : "508-401-2700", "email" : "grichards@rrmc-newengland.com", "mobile" : "401-339-7475", "created" : "2023-09-07 09:11:32", "statusdate" : "2023-09-08 12:38:55", "statuscloseddate" : "2023-09-08 12:38:55", "updated" : "2023-09-08 12:38:55", "agent" : "Stan Pascua", "issue" : "ISTA update failed low free disk space", "resolution" : "Uninstalled ISTA, cleaned Program DATA files. Initiated ISTA 4.43.x install", "sessions" : [ { "pk_session" : "t-73464", "eventdate" : "2023-09-07 09:11:32", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63955", "eventdate" : "2023-09-07 09:12:06", "timeelapsed" : "0:00:33", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Gary called ISTA failed update" } , { "pk_session" : "c-63956", "eventdate" : "2023-09-07 09:12:57", "timeelapsed" : "0:01:24", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to laptop ISTA uninstalled and cleaned ProgramData files. Initiated ISTA 4.43.x install" } , { "pk_session" : "t-73465", "eventdate" : "2023-09-07 09:13:00", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "troubleshoot and ISTA install" } , { "pk_session" : "t-73466", "eventdate" : "2023-09-07 09:13:11", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "453", "pk_support" : "22416", "platform" : "BMW North America", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support ISPI Admin client expired on HUB", "priority" : "2", "status" : "closed", "location" : "Rolls Royce Motor Cars Cleveland-Rolls-Royce Center", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Bob Bauer", "phone" : "", "email" : "bbauer@berniemoreno.com", "mobile" : "", "created" : "2023-09-07 17:57:11", "statusdate" : "2023-09-08 12:39:11", "statuscloseddate" : "2023-09-08 12:39:11", "updated" : "2023-09-08 12:39:11", "agent" : "Stan Pascua", "issue" : "ISPI Admin Client expired on HUB", "resolution" : "ISPI Admin Updated, IPS and KAI services updated. ISPI files are in the download queue", "sessions" : [ { "pk_session" : "t-73467", "eventdate" : "2023-09-07 17:57:11", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63957", "eventdate" : "2023-09-07 17:57:51", "timeelapsed" : "0:00:39", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "Received an email from John, HUB ISPI Admin Client expired" } , { "pk_session" : "c-63958", "eventdate" : "2023-09-07 17:58:50", "timeelapsed" : "0:01:37", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISPAHUB updated ISPI Admin Client, IPS and KAI services. ISPI files are in the Download queue" } , { "pk_session" : "t-73468", "eventdate" : "2023-09-07 17:58:52", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73469", "eventdate" : "2023-09-07 17:59:02", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73470", "eventdate" : "2023-09-07 17:59:48", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "454", "pk_support" : "22417", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support SS not accessible", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Ryan BMW Tech", "phone" : "", "email" : "", "mobile" : "571-447-3431", "created" : "2023-09-08 12:32:45", "statusdate" : "2023-09-11 12:35:01", "statuscloseddate" : "2023-09-11 12:35:01", "updated" : "2023-09-11 12:35:01", "agent" : "Stan Pascua", "issue" : "SS not accessible, IRAP, ISTA/P expired", "resolution" : "SS switched to Private network Windows updates installed. Updated IRAP and ISTA/P", "sessions" : [ { "pk_session" : "t-73471", "eventdate" : "2023-09-08 12:32:45", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63959", "eventdate" : "2023-09-08 12:33:18", "timeelapsed" : "0:00:31", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Ryan called SS not accessible" } , { "pk_session" : "c-63960", "eventdate" : "2023-09-08 12:34:03", "timeelapsed" : "0:01:16", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS installed Windows updates and switch network from Public to private" } , { "pk_session" : "t-73472", "eventdate" : "2023-09-08 12:34:04", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73473", "eventdate" : "2023-09-08 12:34:15", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73474", "eventdate" : "2023-09-08 12:34:58", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73475", "eventdate" : "2023-09-08 12:38:31", "timeelapsed" : "4", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63961", "eventdate" : "2023-09-08 13:52:11", "timeelapsed" : "0:05:52", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "G1 windows updates installed. IRAP and ISTA/P 3.68 obsolete. Uninstalled and reinstalled IRAP Client. Uninstalled ISTA/P and cleaned ProgramData files" } , { "pk_session" : "t-73476", "eventdate" : "2023-09-08 13:52:14", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Uninstall ISTA/P and update IRAP" } , { "pk_session" : "t-73477", "eventdate" : "2023-09-08 13:52:44", "timeelapsed" : "6", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73481", "eventdate" : "2023-09-08 14:28:20", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "455", "pk_support" : "22418", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT support ISPI Admin Client expired", "priority" : "2", "status" : "closed", "location" : "Hermy's BMW Motorcycles-Motorcycle Shop", "ounum" : "", "agcode" : "58244", "nacode" : "", "canum" : "", "contact" : "Herman Baver", "phone" : "610-562-7303", "email" : "herman.baver@hermys.com", "mobile" : "570-640-4752", "created" : "2023-09-08 14:26:05", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-09-08 14:27:30", "agent" : "Stan Pascua", "issue" : "ISPI admin Client expired", "resolution" : "Updated ISPI Admin client on SS ISPI files aer in the Download queue", "sessions" : [ { "pk_session" : "t-73478", "eventdate" : "2023-09-08 14:26:05", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63962", "eventdate" : "2023-09-08 14:26:32", "timeelapsed" : "0:00:26", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Herman called ISPI Admin client expired" } , { "pk_session" : "c-63963", "eventdate" : "2023-09-08 14:27:18", "timeelapsed" : "0:01:12", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS updated ISPI Admin Client and configured. ISPI Files are in the Download queue" } , { "pk_session" : "t-73479", "eventdate" : "2023-09-08 14:27:19", "timeelapsed" : "5", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73480", "eventdate" : "2023-09-08 14:27:30", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "456", "pk_support" : "22419", "platform" : "BMW North America", "topic" : "KAI", "brief_description" : "KAI Check failed", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars New England-Rolls Royce Center (Herb Chambers)", "ounum" : "50660", "agcode" : "50660", "nacode" : "", "canum" : "", "contact" : "Gary Richards", "phone" : "508-401-2700", "email" : "grichards@rrmc-newengland.com", "mobile" : "401-339-7475", "created" : "2023-09-11 09:31:20", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-09-11 10:27:56", "agent" : "Stan Pascua", "issue" : "KAI check failed", "resolution" : "Logged on to ISPAHUB started KAI services, check ok", "sessions" : [ { "pk_session" : "t-73482", "eventdate" : "2023-09-11 09:31:20", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63964", "eventdate" : "2023-09-11 09:31:45", "timeelapsed" : "0:00:23", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Gary called KAI check failed" } , { "pk_session" : "c-63965", "eventdate" : "2023-09-11 09:32:20", "timeelapsed" : "0:00:59", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISPAHUB started KAI services, KAI check OK" } , { "pk_session" : "t-73483", "eventdate" : "2023-09-11 09:32:21", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73484", "eventdate" : "2023-09-11 10:27:56", "timeelapsed" : "56", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "457", "pk_support" : "22420", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support ISTA", "priority" : "2", "status" : "closed", "location" : "MAX BMW Motorcycles-CT Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Brianna Ruocco", "phone" : "203 740 1270", "email" : "Brianna@maxbmw.com", "mobile" : "203-297-5600", "created" : "2023-09-11 12:03:34", "statusdate" : "2023-09-21 11:30:45", "statuscloseddate" : "2023-09-21 11:30:45", "updated" : "2023-09-21 11:30:49", "agent" : "Stan Pascua", "issue" : "ISTA is installing", "resolution" : "Language set to British English until ISTA Language issue resolved.", "sessions" : [ { "pk_session" : "t-73485", "eventdate" : "2023-09-11 12:03:34", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63966", "eventdate" : "2023-09-11 12:05:08", "timeelapsed" : "0:01:32", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "Received an email from Perry Price ISTA is installing taking a long time. just got to run it's course" } , { "pk_session" : "c-63967", "eventdate" : "2023-09-11 12:06:41", "timeelapsed" : "0:03:05", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to CZC2294DH ISTA is installing no errors. The other device CZC1777MJT not accessible" } , { "pk_session" : "t-73486", "eventdate" : "2023-09-11 12:06:42", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73487", "eventdate" : "2023-09-11 12:07:38", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63968", "eventdate" : "2023-09-11 12:36:10", "timeelapsed" : "0:01:01", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Remote desktop to CZC177MJT ISTA installed Language default to British English Updated IPS" } , { "pk_session" : "t-73488", "eventdate" : "2023-09-11 15:02:26", "timeelapsed" : "147", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73496", "eventdate" : "2023-09-21 11:30:45", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "458", "pk_support" : "22421", "platform" : "BMW North America", "topic" : "ISTA Upgrade", "brief_description" : "System froze during ISTA 4.43.20 upgrade", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Raleigh-Rolls Royce Center", "ounum" : "45819", "agcode" : "45819", "nacode" : "", "canum" : "", "contact" : "Chris Freer", "phone" : "", "email" : "cfreer@rrmcraleigh.com", "mobile" : "919-741-7272", "created" : "2023-09-12 11:27:36", "statusdate" : "2023-11-14 16:51:04", "statuscloseddate" : "2023-11-14 16:51:04", "updated" : "2023-11-14 16:51:04", "agent" : "Joe Raymond", "issue" : "Unknown", "resolution" : "Rebooted system, de-installed ISTA, de-installed and installed ISTA Launcher after problems, then started scratch install of ISTA", "sessions" : [ { "pk_session" : "t-73489", "eventdate" : "2023-09-12 08:27:36", "timeelapsed" : "300", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Rebooted system, de-installed ISTA, de-installed and installed ISTA Launcher after problems, then started scratch install of ISTA" } , { "pk_session" : "c-63969", "eventdate" : "2023-09-12 11:28:05", "timeelapsed" : "0:00:28", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "System froze during update." } ] } , { "number" : "459", "pk_support" : "22422", "platform" : "BMW North America", "topic" : "NAS", "brief_description" : "Accidentally deleted files off NAS instead of off the C: drive on ISSS", "priority" : "2", "status" : "closed", "location" : "Germain BMW-Main Dealership", "ounum" : "0677901", "agcode" : "56779", "nacode" : "56779", "canum" : "", "contact" : "Sean Hussey", "phone" : "", "email" : "shussey@germaincars.com", "mobile" : "239-821-8500", "created" : "2023-09-12 11:32:09", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Joe Raymond", "issue" : "", "resolution" : "Remoted into hub and restarted file downloads.", "sessions" : [ { "pk_session" : "t-73490", "eventdate" : "2023-09-12 11:32:09", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63970", "eventdate" : "2023-09-12 11:32:44", "timeelapsed" : "0:00:33", "sessiontype" : "email", "personcontacting" : "Joe Raymond", "eventcontent" : "Accidentally deleted files off the NAS instead of the C: drive on the ISSS" } ] } , { "number" : "460", "pk_support" : "22423", "platform" : "BMW Motorrad USA", "topic" : "ISTA Upgrade", "brief_description" : "Error message after update", "priority" : "2", "status" : "closed", "location" : "Eurosport BMW Motorcycles of Asheville-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Matt Hoekstra", "phone" : "828.255.6600", "email" : "service@eurosportasheville.com", "mobile" : "", "created" : "2023-09-13 09:05:28", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Joe Raymond", "issue" : "Bad language files. Germany aware of issue", "resolution" : "Run system in UK English", "sessions" : [ { "pk_session" : "t-73491", "eventdate" : "2023-09-13 09:05:28", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Checked out the machines...all good except for know US English installation errors." } , { "pk_session" : "c-63971", "eventdate" : "2023-09-13 09:05:51", "timeelapsed" : "0:00:21", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "Showing 2 failures on the ISTA update" } ] } , { "number" : "461", "pk_support" : "22424", "platform" : "BMW Motorrad USA", "topic" : "ISTA Upgrade", "brief_description" : "Failed upgrade", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Tampa Bay-Motorcycle Shop", "ounum" : "", "agcode" : "23251", "nacode" : "", "canum" : "", "contact" : "Alex Vaughn", "phone" : "", "email" : "sales@bmwrides.com", "mobile" : "727-422-7642", "created" : "2023-09-13 13:32:20", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Joe Raymond", "issue" : "Bad installer or US-English files", "resolution" : "AG said to ignore until they fix with a new ISTA Launcher or a new set of US-English files.", "sessions" : [ { "pk_session" : "t-73492", "eventdate" : "2023-09-13 13:32:20", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Looked at system, rebooted and made sure everything looked good. Problem is known to BMWAG and will be fixed at later time. Uses UK-English for now. Checked ISTA, connected to iCOM to make sure it was configured correctly, then connected to the bike and did a full diagnostic. Everything checked good." } , { "pk_session" : "c-63972", "eventdate" : "2023-09-13 13:32:41", "timeelapsed" : "0:00:20", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "ISTA Upgrade failed" } ] } , { "number" : "462", "pk_support" : "22425", "platform" : "BMW North America", "topic" : "ISPA HUB DRIVE FAILURE", "brief_description" : "Hard drive failure on ISPA hub", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars New England-Rolls Royce Center (Herb Chambers)", "ounum" : "50660", "agcode" : "50660", "nacode" : "", "canum" : "", "contact" : "Gary Richards", "phone" : "508-401-2700", "email" : "grichards@rrmc-newengland.com", "mobile" : "401-339-7475", "created" : "2023-09-19 08:57:35", "statusdate" : "2023-11-14 16:50:45", "statuscloseddate" : "2023-11-14 16:50:45", "updated" : "2023-11-14 16:50:45", "agent" : "Joe Raymond", "issue" : "Old Age", "resolution" : "Temporarily installed IPS & KAI on their ISSS and got the services running.", "sessions" : [ { "pk_session" : "t-73493", "eventdate" : "2023-09-19 08:57:35", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Reconfigured the ISSS as the hub IP, installed IPS & KAI on the machine. Health checks passed." } , { "pk_session" : "c-63973", "eventdate" : "2023-09-19 08:58:09", "timeelapsed" : "0:00:33", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "Hub won't boot up. Can't find the drive (it is dead)." } ] } , { "number" : "463", "pk_support" : "22426", "platform" : "BMW North America", "topic" : "", "brief_description" : "need help installling new keyreader", "priority" : "2", "status" : "closed", "location" : "Rolls Royce Motor Cars Charlotte -Main Dealership", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Nancy Wagner", "phone" : "704-548-0009", "email" : "nwagner@rrmc-charlotte.com", "mobile" : "704-441-4385", "created" : "2023-09-19 10:35:40", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "called advisor and remoted to his PC", "resolution" : "installed all relevant software for reading keys, checked functionality. reading keys normally", "sessions" : [ { "pk_session" : "t-73494", "eventdate" : "2023-09-19 10:35:40", "timeelapsed" : "21", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "464", "pk_support" : "22427", "platform" : "BMW Motorrad USA", "topic" : "ISTA Launcher", "brief_description" : "Showed stuck installation", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Greater Cincinnati-Motorcycle Dealership", "ounum" : "", "agcode" : "46285", "nacode" : "", "canum" : "", "contact" : "Jeffery Nutter", "phone" : "", "email" : "", "mobile" : "937-409-1448", "created" : "2023-09-20 13:19:17", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Joe Raymond", "issue" : "Faulty launcher application", "resolution" : "Wait for BMWAG to fix it.", "sessions" : [ { "pk_session" : "t-73495", "eventdate" : "2023-09-20 13:19:17", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Known problem. BMW will fix it and send out new uodates when they are ready." } , { "pk_session" : "c-63974", "eventdate" : "2023-09-20 13:19:48", "timeelapsed" : "0:00:29", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "ISTA Launcher not moving progress." } ] } , { "number" : "465", "pk_support" : "22428", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support SS cannot be reached ", "priority" : "2", "status" : "closed", "location" : "Cross Country BMW Motorcycles of Hasbrouck Heights-Motorcycle Dealership", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Joe Trim", "phone" : "", "email" : "joe@ccbmw.com", "mobile" : "908-304-5745", "created" : "2023-09-22 12:54:57", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-09-22 12:57:56", "agent" : "Stan Pascua", "issue" : "SS cannot be reached", "resolution" : "SS was offline. Powered on windows updates installed on all devices. Updated IPS, ISTA Launcher, AIR Client, IRAP and USB Tray tool", "sessions" : [ { "pk_session" : "t-73497", "eventdate" : "2023-09-22 12:54:57", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63975", "eventdate" : "2023-09-22 12:55:27", "timeelapsed" : "0:00:28", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call SS not accessible and IPS error" } , { "pk_session" : "c-63976", "eventdate" : "2023-09-22 12:57:24", "timeelapsed" : "0:02:25", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "SS was offline , powered on updated IPS installed Windows updated. Logged on to G6 updated ISTA Launcher,IRAP, USB Tray Tool, IRAP and installed Windows updated" } , { "pk_session" : "t-73498", "eventdate" : "2023-09-22 12:57:26", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73499", "eventdate" : "2023-09-22 12:57:56", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "466", "pk_support" : "22429", "platform" : "BMW Motorrad USA", "topic" : "ISTA/P", "brief_description" : "ISTA/P has expired", "priority" : "2", "status" : "closed", "location" : "Performance Plus BMW-Motorcycle Shop", "ounum" : "", "agcode" : "20467", "nacode" : "", "canum" : "", "contact" : "Marvin Siano", "phone" : "901-385-8296", "email" : "marvin.siano@performancepluscycles.com", "mobile" : "901-205-9801", "created" : "2023-09-22 15:05:59", "statusdate" : "2023-09-22 15:56:13", "statuscloseddate" : "2023-09-22 15:56:13", "updated" : "2023-09-22 15:56:13", "agent" : "Stan Pascua", "issue" : "ISTA/P has expired", "resolution" : "Uninstalled ISTA/P cleaned ProgramData files, copied ISTA/P 3.71 files to Data folder. initiated ISTA/P 3.71 install", "sessions" : [ { "pk_session" : "t-73500", "eventdate" : "2023-09-22 15:05:59", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63977", "eventdate" : "2023-09-22 15:06:24", "timeelapsed" : "0:00:24", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Marvin called ISTA/P expired" } , { "pk_session" : "c-63978", "eventdate" : "2023-09-22 15:08:06", "timeelapsed" : "0:02:06", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC uninstalled ISTA/P 3.70 cleaned Programdata files, copied ISTA/P 3.71 files to DATA folder and initiated ISTA/P install" } , { "pk_session" : "t-73501", "eventdate" : "2023-09-22 15:08:07", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ISTA/P install" } , { "pk_session" : "t-73502", "eventdate" : "2023-09-22 15:08:24", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "467", "pk_support" : "22430", "platform" : "BMW North America", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support commission replacement laptop", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Raleigh-Rolls Royce Center", "ounum" : "45819", "agcode" : "45819", "nacode" : "", "canum" : "", "contact" : "Chris Freer", "phone" : "", "email" : "cfreer@rrmcraleigh.com", "mobile" : "919-741-7272", "created" : "2023-09-27 13:02:55", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-09-27 13:05:00", "agent" : "Stan Pascua", "issue" : "Commission replacement laptop", "resolution" : "replacement laptop commissioned", "sessions" : [ { "pk_session" : "t-73503", "eventdate" : "2023-09-27 13:02:55", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63979", "eventdate" : "2023-09-27 13:03:36", "timeelapsed" : "0:00:39", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Chris called need assistance with replacement laptop" } , { "pk_session" : "c-63980", "eventdate" : "2023-09-27 13:04:32", "timeelapsed" : "0:01:36", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "commissioned replacement laptop. registered, shared drive mapped AIR Client configured. Initiated ISTA update" } , { "pk_session" : "t-73504", "eventdate" : "2023-09-27 13:04:34", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "commissioned new device" } , { "pk_session" : "t-73505", "eventdate" : "2023-09-27 13:05:00", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "468", "pk_support" : "22431", "platform" : "BMW Motorrad USA", "topic" : "ISPANEXT support", "brief_description" : "New internet provider. Needs help getting systems back online.", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Tampa Bay-Motorcycle Shop", "ounum" : "", "agcode" : "23251", "nacode" : "", "canum" : "", "contact" : "Mark Bowling", "phone" : "813-926-9937", "email" : "mark@tampabaymotos.com", "mobile" : "678-735-2402", "created" : "2023-09-27 13:51:20", "statusdate" : "2023-09-27 13:58:12", "statuscloseddate" : "2023-09-27 13:58:12", "updated" : "2023-09-27 13:58:12", "agent" : "Joe Raymond", "issue" : "", "resolution" : "Reset ISPI cockpit settings to new IP structure, reset the shop ISSS's, restarted ISTA Launcher to pick up new storage IP and checked for updates. Everything working.", "sessions" : [ { "pk_session" : "t-73506", "eventdate" : "2023-09-26 13:01:20", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Started looking at systems. Advised we wait until their permanent stuff is ready." } , { "pk_session" : "t-73507", "eventdate" : "2023-09-27 13:23:18", "timeelapsed" : "40", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Remoted in, checked IP of the download machine. Annotated it in database and had him login to S-GATE so I could change the ISPI Cockpit settings. Set to current system settings, saved and refreshed the download Admin Client. Shows new IP for downloads and passed Health Checks. Reset the Admin Clients on both ISSS's in shop. Deleted the old mapped drive and set to 10.50.60.25 and shut down and restarted the ISTA Launchers on both systems. Checked for updates and it found the software. Systems are registered and operational and pass all health checks." } , { "pk_session" : "c-63981", "eventdate" : "2023-09-27 13:52:09", "timeelapsed" : "0:00:47", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "New internet provider and a change of IP schemes in the dealership. Needs assistance getting machines back online." } , { "pk_session" : "t-73508", "eventdate" : "2023-09-27 13:58:12", "timeelapsed" : "7", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "469", "pk_support" : "22432", "platform" : "BMW North America", "topic" : "IMIB MA", "brief_description" : "IMIB MA has errors", "priority" : "2", "status" : "closed", "location" : "BMW of Bend (was Carrera Motors BMW)-Main Dealership", "ounum" : "", "agcode" : "40807", "nacode" : "40807", "canum" : "", "contact" : "Matt Magin", "phone" : "", "email" : "", "mobile" : "541-556-3676", "created" : "2023-09-28 12:50:37", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-09-28 12:52:23", "agent" : "Stan Pascua", "issue" : "IMIB MA has errors", "resolution" : "Windows updates installed uninstalled IMIB MA 1.35 and reinstalled IMIB MA Ok", "sessions" : [ { "pk_session" : "t-73509", "eventdate" : "2023-09-28 12:50:37", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63982", "eventdate" : "2023-09-28 12:51:11", "timeelapsed" : "0:00:32", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Matt called IMIB MA has errors" } , { "pk_session" : "c-63983", "eventdate" : "2023-09-28 12:52:07", "timeelapsed" : "0:01:28", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to GETAC Premium tablet installed Windows updates. Uninstalled IMIB MA and reinstalled IMIB MA OK" } , { "pk_session" : "t-73510", "eventdate" : "2023-09-28 12:52:09", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73511", "eventdate" : "2023-09-28 12:52:23", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "470", "pk_support" : "22433", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA update frozen", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Austin-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Dustin Sterns", "phone" : "512-451-7979", "email" : "dsterns@woodsfuncenter.com", "mobile" : "", "created" : "2023-09-29 09:54:54", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-09-29 09:57:18", "agent" : "Stan Pascua", "issue" : "ISTA update frozen.", "resolution" : "ISTA update complete no indication is was complete. Clicked OK and rebooted system. Opened ISTA and set to American English", "sessions" : [ { "pk_session" : "t-73512", "eventdate" : "2023-09-29 09:54:54", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63984", "eventdate" : "2023-09-29 09:55:27", "timeelapsed" : "0:00:31", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a call ISTA update frozen" } , { "pk_session" : "c-63985", "eventdate" : "2023-09-29 09:57:03", "timeelapsed" : "0:02:07", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC checked the ISTA Launcher. Update was complete but no message indicating it was complete. Clicked OK and rebooted device opened ISTA and set the language to American English" } , { "pk_session" : "t-73513", "eventdate" : "2023-09-29 09:57:04", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73514", "eventdate" : "2023-09-29 09:57:15", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "471", "pk_support" : "22434", "platform" : "BMW Motorrad USA", "topic" : "AIR Client", "brief_description" : "AIR Client failed to open after system updated to Windows 11", "priority" : "2", "status" : "closed", "location" : "Hermy's BMW Motorcycles-Motorcycle Shop", "ounum" : "", "agcode" : "58244", "nacode" : "", "canum" : "", "contact" : "Herman Baver", "phone" : "610-562-7303", "email" : "herman.baver@hermys.com", "mobile" : "570-640-4752", "created" : "2023-09-29 12:13:09", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-09-29 12:14:47", "agent" : "Stan Pascua", "issue" : "AIR client failed to open after updated to Windows 11", "resolution" : "Windows 11 home is not supported for AIR", "sessions" : [ { "pk_session" : "t-73515", "eventdate" : "2023-09-29 12:13:09", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63986", "eventdate" : "2023-09-29 12:13:52", "timeelapsed" : "0:00:42", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Herman called his tech PC AIR failed to pen after he updated to Windows 11" } , { "pk_session" : "c-63987", "eventdate" : "2023-09-29 12:14:35", "timeelapsed" : "0:01:25", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "After speaking with Herman the version Windows 11 Home does not support AIR Client" } , { "pk_session" : "t-73516", "eventdate" : "2023-09-29 12:14:37", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73517", "eventdate" : "2023-09-29 12:14:47", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "472", "pk_support" : "22435", "platform" : "BMW North America", "topic" : "KAI", "brief_description" : "KAI offline and all 3 keyreaders are offline.", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Dallas/Park Place Premiere-Rolls Royce Center", "ounum" : "50548", "agcode" : "50548", "nacode" : "", "canum" : "", "contact" : "Karan Sandhu", "phone" : "817-205-1275", "email" : "", "mobile" : "8172051278", "created" : "2023-10-02 15:55:01", "statusdate" : "2023-10-02 15:55:12", "statuscloseddate" : "2023-10-02 15:55:12", "updated" : "2023-10-02 15:55:12", "agent" : "Joe Raymond", "issue" : "KAI service was off on the server", "resolution" : "Restarted KAI and ran health check and it was good. Refreshed the Admin Clients on the 3 keyreader machines and all good.", "sessions" : [ { "pk_session" : "t-73518", "eventdate" : "2023-10-02 15:55:01", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Restarted KAI service." } , { "pk_session" : "c-63988", "eventdate" : "2023-10-02 15:55:34", "timeelapsed" : "0:00:21", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "KAI offline" } ] } , { "number" : "473", "pk_support" : "22436", "platform" : "BMW North America", "topic" : "", "brief_description" : "Anthony's keyreader not working", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Long Island-Rolls Royce Center", "ounum" : "", "agcode" : "340661", "nacode" : "", "canum" : "", "contact" : "Mike Lorrenzo", "phone" : "516-942-7900", "email" : "support@gtelnetworks.com", "mobile" : "", "created" : "2023-10-03 09:30:10", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "Server needed completion of updates, KAI and IPS not running.", "resolution" : "Completed server updates and restarted. Checked functionality of keyreader; now working properly.", "sessions" : [ { "pk_session" : "t-73519", "eventdate" : "2023-10-03 09:30:10", "timeelapsed" : "24", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "474", "pk_support" : "22437", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISTA 4.42 is obsolete. Entered in error Shawn is at RRMC Nashville", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Shawn Abbott", "phone" : "636-488-1346", "email" : "shawn.abbott@carlockcars.com", "mobile" : "9313341380", "created" : "2023-10-05 18:29:02", "statusdate" : "2023-10-10 13:43:14", "statuscloseddate" : "2023-10-10 13:43:14", "updated" : "2023-10-13 07:17:07", "agent" : "Stan Pascua", "issue" : "ISTA 4.42 is obsolete.", "resolution" : "ISTA installed on GETAC only GB-English. ticket is for RRMC Nashville", "sessions" : [ { "pk_session" : "t-73520", "eventdate" : "2023-10-05 18:29:02", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63989", "eventdate" : "2023-10-05 18:30:20", "timeelapsed" : "0:00:45", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Shaun left a voice mail ISTA issues" } , { "pk_session" : "c-63990", "eventdate" : "2023-10-05 18:31:30", "timeelapsed" : "0:01:55", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to GETAC ISTA 4.42. is obsolete. Logged on to their ISPAHUB ISTA files are in the download queue." } , { "pk_session" : "t-73521", "eventdate" : "2023-10-05 18:31:31", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73522", "eventdate" : "2023-10-05 18:31:42", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63993", "eventdate" : "2023-10-09 08:15:02", "timeelapsed" : "0:06:35", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to the GETAC ISTA installed but only GB-English is set." } , { "pk_session" : "t-73526", "eventdate" : "2023-10-09 08:15:06", "timeelapsed" : "7", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73535", "eventdate" : "2023-10-11 14:33:42", "timeelapsed" : "83", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73549", "eventdate" : "2023-10-13 07:17:07", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "475", "pk_support" : "22438", "platform" : "BMW Motorrad USA", "topic" : "RDC Tool", "brief_description" : "Install latest BMW USB Tray Tool 1.21", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Sanford-Motorcycle Shop", "ounum" : "", "agcode" : "50170", "nacode" : "50170", "canum" : "", "contact" : "Nate Stickney", "phone" : "407-443-7305", "email" : "natestickney@gmail.com", "mobile" : "", "created" : "2023-10-06 17:12:43", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-10-06 17:14:30", "agent" : "Stan Pascua", "issue" : "Install BMW USB Tray Tool 1.21", "resolution" : "BMW USB Tray Tool 1.21 installed", "sessions" : [ { "pk_session" : "t-73523", "eventdate" : "2023-10-06 17:12:43", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63991", "eventdate" : "2023-10-06 17:13:25", "timeelapsed" : "0:00:40", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Larry called has issue with RDC Tool not updating" } , { "pk_session" : "c-63992", "eventdate" : "2023-10-06 17:14:05", "timeelapsed" : "0:01:21", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Laptop updated BMW USB Tray Tool to 1.21." } , { "pk_session" : "t-73524", "eventdate" : "2023-10-06 17:14:07", "timeelapsed" : "5", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73525", "eventdate" : "2023-10-06 17:14:30", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "476", "pk_support" : "22439", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support ISTA", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "John Newsome", "phone" : "", "email" : "john.s.newsome@gmail.com", "mobile" : "678-637-3474", "created" : "2023-10-10 16:10:28", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-10-10 16:12:16", "agent" : "Stan Pascua", "issue" : "ISTA", "resolution" : "Initiated ISTA update", "sessions" : [ { "pk_session" : "t-73527", "eventdate" : "2023-10-10 16:10:28", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63994", "eventdate" : "2023-10-10 16:10:59", "timeelapsed" : "0:00:30", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "John called asked about ISTA automatic updates" } , { "pk_session" : "c-63995", "eventdate" : "2023-10-10 16:12:01", "timeelapsed" : "0:01:32", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISTA Launcher activated automatic update. manually initiated ISTA update" } , { "pk_session" : "t-73528", "eventdate" : "2023-10-10 16:12:03", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73529", "eventdate" : "2023-10-10 16:12:16", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "477", "pk_support" : "22440", "platform" : "BMW North America", "topic" : "IPS software", "brief_description" : "IPS expired and received 4 new G9", "priority" : "2", "status" : "closed", "location" : "MAG BMW of Dublin-Main Dealership", "ounum" : "0580301", "agcode" : "25803", "nacode" : "25803", "canum" : "", "contact" : "Bill Langford", "phone" : "", "email" : "blangford@magcars.com", "mobile" : "", "created" : "2023-10-10 16:16:19", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-10-10 16:18:11", "agent" : "Stan Pascua", "issue" : "IPS expired and received 4 G(", "resolution" : "Updated IPS and registered new G9 ISSS", "sessions" : [ { "pk_session" : "t-73530", "eventdate" : "2023-10-10 16:16:19", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63996", "eventdate" : "2023-10-10 16:16:58", "timeelapsed" : "0:00:37", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Spencer called IPS has expired and received 4 G9." } , { "pk_session" : "t-73531", "eventdate" : "2023-10-10 16:17:54", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73532", "eventdate" : "2023-10-10 16:18:11", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "478", "pk_support" : "22441", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA 4.43.2x is expiring soon", "priority" : "2", "status" : "closed", "location" : "Hermy's BMW Motorcycles-Motorcycle Shop", "ounum" : "", "agcode" : "58244", "nacode" : "", "canum" : "", "contact" : "Herman Baver", "phone" : "610-562-7303", "email" : "herman.baver@hermys.com", "mobile" : "570-640-4752", "created" : "2023-10-11 12:56:20", "statusdate" : "2023-10-12 05:58:20", "statuscloseddate" : "2023-10-12 05:58:20", "updated" : "2023-10-12 05:58:20", "agent" : "Stan Pascua", "issue" : "ISTA 4.43.2x is expiring soon. With this version only British English is selected", "resolution" : "Logged on to Shared Storage device had to logon Opened ISPI Admin Client ISTA files are in the download queue.", "sessions" : [ { "pk_session" : "t-73533", "eventdate" : "2023-10-11 12:56:20", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63997", "eventdate" : "2023-10-11 12:56:54", "timeelapsed" : "0:00:32", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Herman called error with ISTA 4.43.2x expiring soon" } , { "pk_session" : "c-63998", "eventdate" : "2023-10-11 12:59:15", "timeelapsed" : "0:02:53", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISSSNEXT1 ISTA 4.43.2x installed issue only British English is selected. Logged on to SHAREDSTORAGE opened the ISPI Admin Client and the ISTA 4.43.3x in the Download queue" } , { "pk_session" : "t-73534", "eventdate" : "2023-10-11 12:59:27", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "479", "pk_support" : "22442", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support Shared-storage PC on a Public network", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Ryan BMW Tech", "phone" : "", "email" : "", "mobile" : "571-447-3431", "created" : "2023-10-12 05:31:44", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-10-12 05:34:11", "agent" : "Stan Pascua", "issue" : "SS not accessible", "resolution" : "Switch SS to Private network. Updated ISTA Launcher and BMW USB Tray Tool", "sessions" : [ { "pk_session" : "t-73536", "eventdate" : "2023-10-12 05:31:44", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-63999", "eventdate" : "2023-10-12 05:32:18", "timeelapsed" : "0:00:33", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Ryan texted me SS not accessible" } , { "pk_session" : "c-64000", "eventdate" : "2023-10-12 05:33:47", "timeelapsed" : "0:02:01", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS device was on a Public network switched to Private network connectivity restored. Updated ISTA Launcher and BMW USB Tray Tool" } , { "pk_session" : "t-73537", "eventdate" : "2023-10-12 05:33:48", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "troubleshoot issue" } , { "pk_session" : "t-73538", "eventdate" : "2023-10-12 05:34:11", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "480", "pk_support" : "22443", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support ISTA failed to install", "priority" : "2", "status" : "closed", "location" : "Leo's South-Main Dealership", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Phil Emerson", "phone" : "682-332-9722", "email" : "", "mobile" : "652-336-3479", "created" : "2023-10-12 06:01:18", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-10-12 06:03:35", "agent" : "Stan Pascua", "issue" : "device not registered", "resolution" : "Device registered, ISTA installed, AIR Client, IRAP and BMW USB Tray tool installed", "sessions" : [ { "pk_session" : "t-73539", "eventdate" : "2023-10-12 06:01:18", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64001", "eventdate" : "2023-10-12 06:01:51", "timeelapsed" : "0:00:32", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "received an email from Phil. ISTA will not install" } , { "pk_session" : "c-64002", "eventdate" : "2023-10-12 06:03:17", "timeelapsed" : "0:01:57", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC device was not registered, AIR, IRAP client and BMW USB tray Tool installed ISTA 4.43.3x installed" } , { "pk_session" : "t-73540", "eventdate" : "2023-10-12 06:03:18", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73541", "eventdate" : "2023-10-12 06:03:35", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "481", "pk_support" : "22444", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISTA is expiring", "priority" : "2", "status" : "closed", "location" : "Ardsley Motors-Main Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Bernie Milano", "phone" : "914-693-4686", "email" : "Berniejag@aol.com", "mobile" : "", "created" : "2023-10-12 06:05:43", "statusdate" : "2023-10-13 07:12:43", "statuscloseddate" : "2023-10-13 07:12:43", "updated" : "2023-10-13 07:12:54", "agent" : "Stan Pascua", "issue" : "ISTA expiring. Having issues with Download device does not Download ISPI files", "resolution" : "ISTA Launcher updated. Initiated ISTA 4.43.3x install. ISTA 4.43.3x installed. Download device restored", "sessions" : [ { "pk_session" : "t-73542", "eventdate" : "2023-10-12 06:05:43", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64003", "eventdate" : "2023-10-12 06:06:17", "timeelapsed" : "0:00:33", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Bernie called ISTA is expiring" } , { "pk_session" : "c-64004", "eventdate" : "2023-10-12 06:08:22", "timeelapsed" : "0:02:38", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Laptop ISTA files 4.43.3x not available. Logged on to SS ISPI Admin Client corrupt. Uninstalled and re-installed device registered. ISTA files downloaded. ISTA install initiated on laptop" } , { "pk_session" : "c-64005", "eventdate" : "2023-10-12 14:31:54", "timeelapsed" : "0:00:35", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "I spoke with Bernie ISTA 4.43.3 installed" } , { "pk_session" : "t-73544", "eventdate" : "2023-10-12 14:32:20", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73545", "eventdate" : "2023-10-12 14:33:01", "timeelapsed" : "35", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73546", "eventdate" : "2023-10-12 14:33:28", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64006", "eventdate" : "2023-10-12 14:35:36", "timeelapsed" : "0:02:06", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Download device does not Download ISPI Files it's listed but does not download. Recommend he create a ticket or start a chat." } , { "pk_session" : "t-73547", "eventdate" : "2023-10-12 14:35:44", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "482", "pk_support" : "22445", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "Key reader not working", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Northbrook-Rolls Royce Center", "ounum" : "50556", "agcode" : "50556", "nacode" : "", "canum" : "", "contact" : "Dan Bec", "phone" : "", "email" : "", "mobile" : "847-361-6051", "created" : "2023-10-12 08:27:44", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-11-27 14:08:45", "agent" : "Mark Watson", "issue" : "USB Tray app not running on PC", "resolution" : "Started tray app and restarted ISPA Next. Keyreader now working properlyi.", "sessions" : [ { "pk_session" : "t-73543", "eventdate" : "2023-10-12 08:27:44", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73690", "eventdate" : "2023-11-27 14:08:45", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "483", "pk_support" : "22446", "platform" : "BMW North America", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support commission new devices", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Raleigh-Rolls Royce Center", "ounum" : "45819", "agcode" : "45819", "nacode" : "", "canum" : "", "contact" : "Chris Freer", "phone" : "", "email" : "cfreer@rrmcraleigh.com", "mobile" : "919-741-7272", "created" : "2023-10-13 09:42:48", "statusdate" : "2023-10-13 12:14:51", "statuscloseddate" : "2023-10-13 12:14:51", "updated" : "2023-10-13 12:14:57", "agent" : "Stan Pascua", "issue" : "Commission new devices", "resolution" : "ISPI Cockpit configured. NAS installed, New Hub installed registered and configured. configured the other devices.", "sessions" : [ { "pk_session" : "t-73550", "eventdate" : "2023-10-13 09:42:48", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73551", "eventdate" : "2023-10-13 09:46:30", "timeelapsed" : "4", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64008", "eventdate" : "2023-10-13 09:47:04", "timeelapsed" : "0:00:32", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Chris called devices are ready to be commissioned." } , { "pk_session" : "c-64009", "eventdate" : "2023-10-13 09:47:53", "timeelapsed" : "0:01:22", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "NAS connected to network, ISPAHUB configured and registered, All other ISPI devices configured." } , { "pk_session" : "t-73552", "eventdate" : "2023-10-13 09:47:55", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Commission new devices" } , { "pk_session" : "t-73553", "eventdate" : "2023-10-13 09:48:13", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "484", "pk_support" : "22447", "platform" : "BMW North America", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support Software not downloading", "priority" : "2", "status" : "closed", "location" : "International Auto Specialist-Repair Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Charlotte Willoughby", "phone" : "703-675-5610", "email" : "vocelli210@yahoo.com", "mobile" : "", "created" : "2023-10-13 09:50:02", "statusdate" : "2023-10-16 08:29:41", "statuscloseddate" : "2023-10-16 08:29:41", "updated" : "2023-10-16 08:29:41", "agent" : "Stan Pascua", "issue" : "Software not downloading", "resolution" : "configured download device ISPI files are in the Download queue", "sessions" : [ { "pk_session" : "t-73554", "eventdate" : "2023-10-13 09:50:02", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64010", "eventdate" : "2023-10-13 09:50:32", "timeelapsed" : "0:00:29", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call ISTA is expiring" } , { "pk_session" : "c-64011", "eventdate" : "2023-10-13 09:51:36", "timeelapsed" : "0:01:33", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to a device and configured as download device. ISPI files are in the download queue" } , { "pk_session" : "t-73555", "eventdate" : "2023-10-13 09:51:40", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } ] } , { "number" : "485", "pk_support" : "22448", "platform" : "BMW Motorrad USA", "topic" : "ISTA Error", "brief_description" : "Needs updates and none found.", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Santa Maria-Motorcycle Shop", "ounum" : "", "agcode" : "49203", "nacode" : "", "canum" : "", "contact" : "Victor Palacios", "phone" : "", "email" : "vpalacios@santamariaharley.com", "mobile" : "323-712-1846", "created" : "2023-10-13 14:16:06", "statusdate" : "2023-11-14 16:50:22", "statuscloseddate" : "2023-11-14 16:50:22", "updated" : "2023-11-14 16:50:22", "agent" : "Joe Raymond", "issue" : "Download machine was not selected as the download device.", "resolution" : "Set as download device and started getting 4.43 ISTA files right away.", "sessions" : [ { "pk_session" : "t-73556", "eventdate" : "2023-10-13 14:16:06", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "486", "pk_support" : "22449", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA needs to be updated to 4.43.3x", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Joe Ricci", "phone" : "301-487-8949", "email" : "JoeRicci@bobsbmw.com", "mobile" : "443-924-7012", "created" : "2023-10-13 15:00:16", "statusdate" : "2023-10-16 08:29:59", "statuscloseddate" : "2023-10-16 08:29:59", "updated" : "2023-10-17 08:06:52", "agent" : "Stan Pascua", "issue" : "ISTA needs to be updated to 4.43.3x", "resolution" : "ISTA files are in the download queue", "sessions" : [ { "pk_session" : "t-73557", "eventdate" : "2023-10-13 15:00:16", "timeelapsed" : "4", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64012", "eventdate" : "2023-10-13 15:00:45", "timeelapsed" : "0:00:27", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call ISTA needs to be updated" } , { "pk_session" : "c-64013", "eventdate" : "2023-10-13 15:01:30", "timeelapsed" : "0:01:13", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS ISPI Admin client has ISTA Software in the download queue." } , { "pk_session" : "t-73558", "eventdate" : "2023-10-13 15:01:31", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73559", "eventdate" : "2023-10-13 15:01:45", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73573", "eventdate" : "2023-10-17 08:06:52", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "487", "pk_support" : "22450", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support SS not accessible", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles Fort Lauderdale-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Tyler Jacques", "phone" : "954-581-6099", "email" : "tblaisejacques@gmail.com", "mobile" : "954-551-7823", "created" : "2023-10-16 11:33:33", "statusdate" : "2023-10-16 16:10:07", "statuscloseddate" : "2023-10-16 16:10:07", "updated" : "2023-10-16 16:10:07", "agent" : "Stan Pascua", "issue" : "SS not accessible.", "resolution" : "SS Windows updates restarted, Set to Private network. Connectivity restored initiated. ISTA 4.43.3x installed", "sessions" : [ { "pk_session" : "t-73560", "eventdate" : "2023-10-16 11:33:33", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64014", "eventdate" : "2023-10-16 11:34:00", "timeelapsed" : "0:00:25", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call SS not accessible" } , { "pk_session" : "c-64015", "eventdate" : "2023-10-16 11:35:51", "timeelapsed" : "0:02:17", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS Windows updates were installed required a restart. Network was on Public set to Private. Shop PC was on a Public set to Private. connectivity restored, ISTA update initiated." } , { "pk_session" : "t-73561", "eventdate" : "2023-10-16 11:35:53", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73562", "eventdate" : "2023-10-16 11:36:13", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64020", "eventdate" : "2023-10-16 16:09:46", "timeelapsed" : "0:00:43", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "ISTA 4.43.3x installed" } , { "pk_session" : "t-73569", "eventdate" : "2023-10-16 16:10:07", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "488", "pk_support" : "22451", "platform" : "BMW North America", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support Key reader not working", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars New England-Rolls Royce Center (Herb Chambers)", "ounum" : "50660", "agcode" : "50660", "nacode" : "", "canum" : "", "contact" : "Gary Richards", "phone" : "508-401-2700", "email" : "grichards@rrmc-newengland.com", "mobile" : "401-339-7475", "created" : "2023-10-16 11:39:13", "statusdate" : "2023-11-13 13:12:24", "statuscloseddate" : "2023-11-13 13:12:24", "updated" : "2023-11-13 13:12:24", "agent" : "Stan Pascua", "issue" : "Key Reader and IPS issue", "resolution" : "Started KAI services and KAI Uploader KAI Check OK. IPS will not run latest version 23.3.994 on Windows 10. services will not start error 1064", "sessions" : [ { "pk_session" : "t-73563", "eventdate" : "2023-10-16 11:39:13", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64016", "eventdate" : "2023-10-16 11:39:48", "timeelapsed" : "0:00:34", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Gary called Key reader not working and IPS error" } , { "pk_session" : "c-64017", "eventdate" : "2023-10-16 11:41:27", "timeelapsed" : "0:02:12", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to HUB started Key reader services and Shop PC started Uploader service KAI check OK. IPS 23.3.994 will run on Windows 10" } , { "pk_session" : "t-73564", "eventdate" : "2023-10-16 11:41:28", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73565", "eventdate" : "2023-10-16 11:41:46", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73598", "eventdate" : "2023-10-24 10:08:04", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73680", "eventdate" : "2023-11-13 13:12:24", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "489", "pk_support" : "22452", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA 4.42.xx has expired", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Sioux Falls-Motorcycle Dealership", "ounum" : "", "agcode" : "51050", "nacode" : "51050", "canum" : "", "contact" : "Ron Hinman", "phone" : "", "email" : "rhinman@verneide.com", "mobile" : "", "created" : "2023-10-16 13:47:58", "statusdate" : "2023-10-17 18:47:13", "statuscloseddate" : "2023-10-17 18:47:13", "updated" : "2023-10-17 18:47:13", "agent" : "Stan Pascua", "issue" : "ISTA 4.42.xx has expired", "resolution" : "ISTA 4.43.3x is in the download queue. ISTA 4.43.3x installed", "sessions" : [ { "pk_session" : "t-73566", "eventdate" : "2023-10-16 13:47:58", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64018", "eventdate" : "2023-10-16 13:48:27", "timeelapsed" : "0:00:28", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a call ISTA has expired" } , { "pk_session" : "c-64019", "eventdate" : "2023-10-16 13:49:03", "timeelapsed" : "0:01:04", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS ISTA 4.43.3x files are in the download queue" } , { "pk_session" : "t-73567", "eventdate" : "2023-10-16 13:49:05", "timeelapsed" : "5", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73568", "eventdate" : "2023-10-16 13:49:16", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64026", "eventdate" : "2023-10-17 18:47:12", "timeelapsed" : "0:00:48", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "ISTA 4.43.3x installed" } , { "pk_session" : "t-73580", "eventdate" : "2023-10-17 18:47:13", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "490", "pk_support" : "22453", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA has expired", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Joe Ricci", "phone" : "301-487-8949", "email" : "JoeRicci@bobsbmw.com", "mobile" : "443-924-7012", "created" : "2023-10-17 08:04:27", "statusdate" : "2023-10-17 18:46:13", "statuscloseddate" : "2023-10-17 18:46:13", "updated" : "2023-10-17 18:46:13", "agent" : "Stan Pascua", "issue" : "ISTA has expired", "resolution" : "initiated ISTA 4.43.3x update. ISTA 4.43.3x installed", "sessions" : [ { "pk_session" : "t-73570", "eventdate" : "2023-10-17 08:04:27", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64021", "eventdate" : "2023-10-17 08:05:00", "timeelapsed" : "0:00:32", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call ISTA is expired did not auto update" } , { "pk_session" : "c-64022", "eventdate" : "2023-10-17 08:05:32", "timeelapsed" : "0:01:04", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC initiated ISTA 4.43.3x update" } , { "pk_session" : "t-73571", "eventdate" : "2023-10-17 08:05:36", "timeelapsed" : "5", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73572", "eventdate" : "2023-10-17 08:05:43", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64025", "eventdate" : "2023-10-17 18:46:12", "timeelapsed" : "0:00:44", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "ISTA 4.43.3x installed" } , { "pk_session" : "t-73579", "eventdate" : "2023-10-17 18:46:13", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "491", "pk_support" : "22454", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "keyreader not working. Giving no voltage error", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Atlanta-Rolls Royce Center", "ounum" : "45171", "agcode" : "45171", "nacode" : "", "canum" : "", "contact" : "Richard Stegall", "phone" : "678-313-1797", "email" : "rstegall1@me.com", "mobile" : "", "created" : "2023-10-17 11:18:21", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "keyreader plugged into a USB port that is not working. Uploader not transferring file", "resolution" : "Moved keyreader to working USB port and reinstalled key uploader. Checked function of keyreader. now woking properly.", "sessions" : [ { "pk_session" : "t-73574", "eventdate" : "2023-10-17 11:18:21", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "492", "pk_support" : "22455", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support commission new PCs", "priority" : "2", "status" : "closed", "location" : "Cycle Werks of Barrington-Motorcycle Shop", "ounum" : "", "agcode" : "78157", "nacode" : "", "canum" : "", "contact" : "Dan Kriete", "phone" : "847-381-8050", "email" : "parts@cyclewerks.com", "mobile" : "", "created" : "2023-10-17 14:58:08", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-10-17 15:00:46", "agent" : "Stan Pascua", "issue" : "Commission new PCs", "resolution" : "All new devices commissioned", "sessions" : [ { "pk_session" : "t-73575", "eventdate" : "2023-10-17 14:58:08", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64023", "eventdate" : "2023-10-17 14:58:50", "timeelapsed" : "0:00:41", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Dan called needed assistance commissioning new devices." } , { "pk_session" : "c-64024", "eventdate" : "2023-10-17 14:59:22", "timeelapsed" : "0:01:13", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Commissioned all of their ISPI device old and new" } , { "pk_session" : "t-73576", "eventdate" : "2023-10-17 14:59:23", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Commissioned new devices" } , { "pk_session" : "t-73577", "eventdate" : "2023-10-17 14:59:42", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73578", "eventdate" : "2023-10-17 15:00:46", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "493", "pk_support" : "22456", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA expired SS not online", "priority" : "2", "status" : "closed", "location" : "Frank's Motorcycle Sales & Service-Main Dealership", "ounum" : "", "agcode" : "08517", "nacode" : "", "canum" : "", "contact" : "Kamran Pelkey", "phone" : "802-878-3930", "email" : "kamran@franksmotorcyclesales.com", "mobile" : "", "created" : "2023-10-18 10:16:43", "statusdate" : "2023-11-13 13:13:50", "statuscloseddate" : "2023-11-13 13:13:50", "updated" : "2023-11-13 13:13:50", "agent" : "Stan Pascua", "issue" : "ISTA expired. SS not online", "resolution" : "New ISPI devices commissioned", "sessions" : [ { "pk_session" : "t-73581", "eventdate" : "2023-10-18 10:16:43", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64027", "eventdate" : "2023-10-18 10:17:11", "timeelapsed" : "0:00:26", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a call ISTA is expired." } , { "pk_session" : "c-64028", "eventdate" : "2023-10-18 10:18:17", "timeelapsed" : "0:01:32", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC SS not reachable. Asked them to check on the SS." } , { "pk_session" : "t-73582", "eventdate" : "2023-10-18 10:18:18", "timeelapsed" : "5", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73583", "eventdate" : "2023-10-18 10:18:27", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "494", "pk_support" : "22457", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA 4.42.x expired", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Miami-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Michael Milan", "phone" : "786-845-0052", "email" : "", "mobile" : "305-216-0348", "created" : "2023-10-18 10:20:55", "statusdate" : "2023-10-24 10:59:11", "statuscloseddate" : "2023-10-24 10:59:11", "updated" : "2023-10-24 10:59:11", "agent" : "Stan Pascua", "issue" : "ISTA 4.42 expired. SS kaput", "resolution" : "Configured Shop PC as Download device, ISPI Files downloaded. Updated USB Tray Tool, ISTA Launcher and initiated ISTA 4.43.3x update", "sessions" : [ { "pk_session" : "t-73584", "eventdate" : "2023-10-18 10:20:55", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64029", "eventdate" : "2023-10-18 10:21:55", "timeelapsed" : "0:00:58", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a call from Juan Martinez ISTA has expired" } , { "pk_session" : "c-64030", "eventdate" : "2023-10-18 10:24:26", "timeelapsed" : "0:03:29", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC SS not accessible. ISTA 4.42 has expired. Updated USB Tray Tool, ISTA Launcher and configured this device interim download device. ISPI Files downloaded and initiated ISTA update" } , { "pk_session" : "t-73585", "eventdate" : "2023-10-18 10:24:27", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73586", "eventdate" : "2023-10-18 10:24:55", "timeelapsed" : "4", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "495", "pk_support" : "22458", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA failed to update", "priority" : "2", "status" : "closed", "location" : "Windy City BMW Motorcycles of St. Charles-Motorcycle Dealership", "ounum" : "", "agcode" : "46302", "nacode" : "", "canum" : "", "contact" : "Joe Nicorata", "phone" : "708-712-2560", "email" : "joe@umbrellabs.com", "mobile" : "", "created" : "2023-10-18 11:39:52", "statusdate" : "2023-10-24 10:58:54", "statuscloseddate" : "2023-10-24 10:58:54", "updated" : "2023-10-24 10:58:54", "agent" : "Stan Pascua", "issue" : "ISTA failed to update", "resolution" : "SS ISPI Admin client updated, and device required a reboot after Windows updates installed. Files are in the Download queue", "sessions" : [ { "pk_session" : "t-73587", "eventdate" : "2023-10-18 11:39:52", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64031", "eventdate" : "2023-10-18 11:40:20", "timeelapsed" : "0:00:26", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call ISTA failed to update." } , { "pk_session" : "c-64032", "eventdate" : "2023-10-18 11:42:46", "timeelapsed" : "0:02:52", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop's laptop not updates available. Logged on to their SS device Admin client required and update and Windows updates were installed requiring a reboot. rebooted the device and updated the ISPI Admin client. ISPI files are in the download queue" } , { "pk_session" : "t-73588", "eventdate" : "2023-10-18 11:42:47", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot the issue" } , { "pk_session" : "t-73589", "eventdate" : "2023-10-18 11:43:05", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "496", "pk_support" : "22459", "platform" : "BMW North America", "topic" : "ISTA/P", "brief_description" : "ISTA/P ICOM will not connect", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars New England-Rolls Royce Center (Herb Chambers)", "ounum" : "50660", "agcode" : "50660", "nacode" : "", "canum" : "", "contact" : "Gary Richards", "phone" : "508-401-2700", "email" : "grichards@rrmc-newengland.com", "mobile" : "401-339-7475", "created" : "2023-10-19 07:56:58", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-10-19 07:59:06", "agent" : "Stan Pascua", "issue" : "ISTA/P ICOM will not connect", "resolution" : "Configured ICOM ISPI-NEXT", "sessions" : [ { "pk_session" : "t-73590", "eventdate" : "2023-10-19 07:56:58", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64033", "eventdate" : "2023-10-19 07:57:37", "timeelapsed" : "0:00:38", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Gary called ICOM failed to connect in ISTA/P" } , { "pk_session" : "c-64034", "eventdate" : "2023-10-19 07:59:03", "timeelapsed" : "0:02:04", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to desktop configured ICOM to ISPI-NEXT. Able to connect in ISTA/P" } , { "pk_session" : "t-73591", "eventdate" : "2023-10-19 07:59:06", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "497", "pk_support" : "22460", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "USB Tray expiring", "priority" : "2", "status" : "closed", "location" : "Street Cycles Inc-Motorcycle Shop", "ounum" : "", "agcode" : "68407", "nacode" : "", "canum" : "", "contact" : "Bill Aronson.", "phone" : "207-781-4763", "email" : "service@streetcycles.com", "mobile" : "", "created" : "2023-10-19 11:46:40", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-10-24 21:42:57", "agent" : "Stan Pascua", "issue" : "USB Tray Tool Expiring", "resolution" : "Updated USB Tray Tool", "sessions" : [ { "pk_session" : "t-73592", "eventdate" : "2023-10-19 11:46:40", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64035", "eventdate" : "2023-10-19 11:48:02", "timeelapsed" : "0:01:20", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Peter called USB Tray Tool is expiring" } , { "pk_session" : "c-64036", "eventdate" : "2023-10-19 11:48:40", "timeelapsed" : "0:01:59", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC updated USB Tray " } , { "pk_session" : "t-73593", "eventdate" : "2023-10-19 11:48:44", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "498", "pk_support" : "22461", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA 4.42 has expired", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Ferndale-Main", "ounum" : "", "agcode" : "50794", "nacode" : "50794", "canum" : "", "contact" : "Vincent (Kody) Dixon", "phone" : "866-411-8725", "email" : "service@pacificnwmotorcycles.com", "mobile" : "", "created" : "2023-10-20 13:26:32", "statusdate" : "2023-10-23 09:32:01", "statuscloseddate" : "2023-10-23 09:32:01", "updated" : "2023-10-26 21:01:25", "agent" : "Stan Pascua", "issue" : "ISTA 4l42 has expire", "resolution" : "Initiated ISTA 4.43.4x update", "sessions" : [ { "pk_session" : "t-73594", "eventdate" : "2023-10-20 13:26:32", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64037", "eventdate" : "2023-10-20 13:27:15", "timeelapsed" : "0:00:41", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Kody called ISTA has expired" } , { "pk_session" : "c-64038", "eventdate" : "2023-10-20 13:27:58", "timeelapsed" : "0:01:24", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to PC initiated ISTA 4.43.4x update" } , { "pk_session" : "t-73595", "eventdate" : "2023-10-20 13:28:00", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73596", "eventdate" : "2023-10-20 14:07:56", "timeelapsed" : "40", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "499", "pk_support" : "22462", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "keyreader not working", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Atlanta-Rolls Royce Center", "ounum" : "45171", "agcode" : "45171", "nacode" : "", "canum" : "", "contact" : "Richard Stegall", "phone" : "678-313-1797", "email" : "rstegall1@me.com", "mobile" : "", "created" : "2023-10-23 10:02:59", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "key reader and key uploader programs are both corrupted.", "resolution" : "Uninstalled and reinstalled key reader and key uploader applications. checked functionality of key reader. now reading keys normally", "sessions" : [ { "pk_session" : "t-73597", "eventdate" : "2023-10-23 10:02:59", "timeelapsed" : "61", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "500", "pk_support" : "22463", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA needs to be installed SS not accessible", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars New England-Rolls Royce Center (Herb Chambers)", "ounum" : "50660", "agcode" : "50660", "nacode" : "", "canum" : "", "contact" : "Gary Richards", "phone" : "508-401-2700", "email" : "grichards@rrmc-newengland.com", "mobile" : "401-339-7475", "created" : "2023-10-24 10:10:31", "statusdate" : "2023-10-24 10:59:38", "statuscloseddate" : "2023-10-24 10:59:38", "updated" : "2023-10-24 10:59:38", "agent" : "Stan Pascua", "issue" : "SS not accessible to install ISTA 4.43.4x", "resolution" : "Connectivity restored to SS able to initiate ISTA 4.43.4x install", "sessions" : [ { "pk_session" : "t-73599", "eventdate" : "2023-10-24 10:10:31", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64039", "eventdate" : "2023-10-24 10:11:02", "timeelapsed" : "0:00:30", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Gary called he trying to install ISTA 4.43.4x" } , { "pk_session" : "c-64040", "eventdate" : "2023-10-24 10:12:03", "timeelapsed" : "0:01:30", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Walked him through getting the SS accessible. He was able to initiate the ISTA 4.43.4x install" } , { "pk_session" : "t-73600", "eventdate" : "2023-10-24 10:12:06", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot" } , { "pk_session" : "t-73601", "eventdate" : "2023-10-24 10:12:23", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "501", "pk_support" : "22464", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support Admin and AIR Client expired", "priority" : "2", "status" : "closed", "location" : "Hap's Cycle Sales (Haps Cycle Sales)-Motorcycle Shop", "ounum" : "", "agcode" : "98150", "nacode" : "", "canum" : "", "contact" : "Michael Alonso", "phone" : "941-365-3443", "email" : "service@hapscycle.com", "mobile" : "941-447-5682", "created" : "2023-10-24 15:15:08", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-10-24 15:17:20", "agent" : "Stan Pascua", "issue" : "ISPI Admin and Air client expired Boss's PC TV 1206109098", "resolution" : "Mapped shared drive created DATA folder. Updated ISPI Admin client and Air client", "sessions" : [ { "pk_session" : "t-73602", "eventdate" : "2023-10-24 15:15:08", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64041", "eventdate" : "2023-10-24 15:15:48", "timeelapsed" : "0:00:39", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Michael called Boss's PC ISPI Admin and AIR client expired" } , { "pk_session" : "c-64042", "eventdate" : "2023-10-24 15:17:02", "timeelapsed" : "0:01:53", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Boss's PC TV 1206109098 mapped shared drive created DATA Folder. copied latest ISPI Admin client and installed. Updated AIR Client" } , { "pk_session" : "t-73603", "eventdate" : "2023-10-24 15:17:05", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73604", "eventdate" : "2023-10-24 15:17:20", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "502", "pk_support" : "22465", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support commission new ISSSNEXT", "priority" : "2", "status" : "closed", "location" : "Santa Rosa BMW-Motorcycle Shop", "ounum" : "", "agcode" : "46016", "nacode" : "", "canum" : "", "contact" : "Blayne Sheffield", "phone" : "707-838-9100", "email" : "bsheffield@eurocyclesonoma.com", "mobile" : "702-487-2403", "created" : "2023-10-24 20:00:26", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-10-24 20:03:39", "agent" : "Stan Pascua", "issue" : "commission new ISSSNEXT TV 1180773264", "resolution" : "New ISSSNEXT Commissioned", "sessions" : [ { "pk_session" : "t-73605", "eventdate" : "2023-10-24 20:00:26", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64043", "eventdate" : "2023-10-24 20:01:05", "timeelapsed" : "0:00:37", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Jake called needs assistance commissioning new ISSSNEXT" } , { "pk_session" : "c-64044", "eventdate" : "2023-10-24 20:02:26", "timeelapsed" : "0:01:59", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on t ISSSNEXT device registered and configured. Mapped shared drive. Updated AIR Client and configured." } , { "pk_session" : "t-73606", "eventdate" : "2023-10-24 20:02:28", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73607", "eventdate" : "2023-10-24 20:02:46", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73608", "eventdate" : "2023-10-24 20:03:39", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "503", "pk_support" : "22466", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support SS not accessible", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Ryan BMW Tech", "phone" : "", "email" : "", "mobile" : "571-447-3431", "created" : "2023-10-24 20:05:58", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-10-24 20:07:38", "agent" : "Stan Pascua", "issue" : "SS not accessible and ISTA outdated.", "resolution" : "Configured SS to Private network connectivity restored. Initiated ISTA 4.43.4x update", "sessions" : [ { "pk_session" : "t-73609", "eventdate" : "2023-10-24 20:05:58", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64045", "eventdate" : "2023-10-24 20:06:23", "timeelapsed" : "0:00:24", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Ryan texted SS not accessible" } , { "pk_session" : "c-64046", "eventdate" : "2023-10-24 20:07:24", "timeelapsed" : "0:01:25", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS device was on a Public network, configured to Private network connectivity restored and initiated ISTA 44.43.4x update" } , { "pk_session" : "t-73610", "eventdate" : "2023-10-24 20:07:28", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73611", "eventdate" : "2023-10-24 20:07:38", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "504", "pk_support" : "22467", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support commission new devices", "priority" : "2", "status" : "closed", "location" : "Morton's BMW-Motorcycle Shop", "ounum" : "", "agcode" : "58366", "nacode" : "", "canum" : "", "contact" : "Andy Shaw", "phone" : "540-8919844", "email" : "andy@mortonsbmw.com", "mobile" : "", "created" : "2023-10-25 15:20:29", "statusdate" : "2023-10-26 08:56:35", "statuscloseddate" : "2023-10-26 08:56:35", "updated" : "2023-10-26 08:56:35", "agent" : "Stan Pascua", "issue" : "Commission new devices", "resolution" : "ISSSNEXT and ISIDNEXT registered and configured ISSSNEXT1 registered IPS updated", "sessions" : [ { "pk_session" : "t-73612", "eventdate" : "2023-10-25 15:20:29", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64047", "eventdate" : "2023-10-25 15:21:06", "timeelapsed" : "0:00:36", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Tyler called he was tasked to commission the new devices." } , { "pk_session" : "c-64048", "eventdate" : "2023-10-25 15:22:08", "timeelapsed" : "0:01:38", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISSSNEXT and ISIDNEXT device configured and registered. Initiated ISTA 4.43.4x update. Has another ISSSNEXT to commission" } , { "pk_session" : "t-73613", "eventdate" : "2023-10-25 15:22:10", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73614", "eventdate" : "2023-10-25 15:22:18", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73619", "eventdate" : "2023-10-26 08:56:35", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "505", "pk_support" : "22468", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA update", "priority" : "2", "status" : "closed", "location" : "Cross Country BMW-Motorcycle Shop", "ounum" : "", "agcode" : "20813", "nacode" : "", "canum" : "", "contact" : "Joe Trimmer", "phone" : "732-635-0094 ext. 1042", "email" : "joe@ccbmw.com", "mobile" : "", "created" : "2023-10-25 15:26:24", "statusdate" : "2023-10-26 08:56:58", "statuscloseddate" : "2023-10-26 08:56:58", "updated" : "2023-10-26 08:56:58", "agent" : "Stan Pascua", "issue" : "ISTA update", "resolution" : "SS accessible ISTA 4.43.4x initiated", "sessions" : [ { "pk_session" : "t-73615", "eventdate" : "2023-10-25 15:26:24", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64049", "eventdate" : "2023-10-25 15:26:54", "timeelapsed" : "0:00:29", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call ISTA update 4.43.4x " } , { "pk_session" : "t-73616", "eventdate" : "2023-10-25 15:26:58", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64050", "eventdate" : "2023-10-25 15:28:28", "timeelapsed" : "0:01:29", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "connectivity restored with SS. ISTA 4.43.4x updating. ISSSNEXT to unreachable." } , { "pk_session" : "t-73617", "eventdate" : "2023-10-25 15:28:30", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73618", "eventdate" : "2023-10-25 15:28:47", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "506", "pk_support" : "22469", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "key reader not working", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Raleigh-Rolls Royce Center", "ounum" : "45819", "agcode" : "45819", "nacode" : "", "canum" : "", "contact" : "Alex Soloman", "phone" : "919-514-9524", "email" : "alex@westgatecars.com", "mobile" : "", "created" : "2023-10-26 13:53:28", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "USB Tray app not running", "resolution" : "started tray app and checked key reader function. Working properly now.", "sessions" : [ { "pk_session" : "t-73620", "eventdate" : "2023-10-26 13:53:28", "timeelapsed" : "5", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "507", "pk_support" : "22470", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support SS not accessible. Sonic bought this store. TV not accessible due to Sonic restrictions.", "priority" : "2", "status" : "closed", "location" : "Team Mancuso PowerSports Southwest-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "William Bass", "phone" : "713-995-9944", "email" : "Wbass@mancuso-hd.com", "mobile" : "601-317-6960", "created" : "2023-10-26 14:03:23", "statusdate" : "2023-11-13 13:14:10", "statuscloseddate" : "2023-11-13 13:14:10", "updated" : "2023-11-13 13:14:10", "agent" : "Stan Pascua", "issue" : "SS not accessible IP scheme changed to 10.46.45.xx. IPS needs to be updated", "resolution" : "Configured ISPI Cockpit updated ISPI Admin client and tried to map drive: 10.46.45.2ispinext need Network credentials to complete the task", "sessions" : [ { "pk_session" : "t-73621", "eventdate" : "2023-10-26 14:03:23", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64051", "eventdate" : "2023-10-26 14:04:05", "timeelapsed" : "0:00:41", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Michael Womack called SS not accessible" } , { "pk_session" : "c-64052", "eventdate" : "2023-10-26 14:06:39", "timeelapsed" : "0:03:16", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS IP Scheme changed to 10.46.45.2. Logged on the ISPI Cockpit configured to reflect new IP scheme. rest ISPI Admin Client to reflect the change. ISPI files are in the Download queue. Logged on to Shop PC updated ISPI Admin Client, but could not map the Shared drive need Network login credentials." } , { "pk_session" : "t-73622", "eventdate" : "2023-10-26 14:07:37", "timeelapsed" : "4", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73623", "eventdate" : "2023-10-26 21:00:05", "timeelapsed" : "412", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73624", "eventdate" : "2023-10-26 21:00:13", "timeelapsed" : "-400", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "adjust time" } , { "pk_session" : "t-73638", "eventdate" : "2023-11-01 09:30:24", "timeelapsed" : "828", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73641", "eventdate" : "2023-11-01 15:14:50", "timeelapsed" : "-828", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "adjust time" } ] } , { "number" : "508", "pk_support" : "22471", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "keyreader not working", "priority" : "2", "status" : "closed", "location" : "Serra BMW of Champaign-Main Dealership", "ounum" : "0639501", "agcode" : "39450", "nacode" : "39450", "canum" : "", "contact" : "Aaron Munds", "phone" : "217-356-0303", "email" : "", "mobile" : "", "created" : "2023-10-27 08:44:10", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "USB Tray App not running", "resolution" : "Started USB Tray app and checked function. keyreader now working properly", "sessions" : [ { "pk_session" : "t-73625", "eventdate" : "2023-10-27 08:44:10", "timeelapsed" : "9", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "509", "pk_support" : "22472", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support commission new devices", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Miami-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Michael Milan", "phone" : "786-845-0052", "email" : "", "mobile" : "305-216-0348", "created" : "2023-10-27 11:08:05", "statusdate" : "2023-10-27 19:07:02", "statuscloseddate" : "2023-10-27 19:07:02", "updated" : "2023-10-27 19:07:02", "agent" : "Stan Pascua", "issue" : "commission new devices 192.168.8.xxx GW 192.168.8.50. Internet connection lost", "resolution" : "Both devices registered. Central data storage need to be configured. IPS updated", "sessions" : [ { "pk_session" : "t-73626", "eventdate" : "2023-10-27 11:08:05", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64053", "eventdate" : "2023-10-27 11:08:40", "timeelapsed" : "0:00:33", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call new devices needs to be commissioned." } , { "pk_session" : "c-64054", "eventdate" : "2023-10-27 11:09:28", "timeelapsed" : "0:01:22", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS and shop PC devices registered. Central data storage configuration needs to be changed." } , { "pk_session" : "t-73627", "eventdate" : "2023-10-27 11:09:29", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73628", "eventdate" : "2023-10-27 11:09:39", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "510", "pk_support" : "22473", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support ISTA not updating. SS not accessible", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Leon Jaramillo", "phone" : "928-772-0855", "email" : "ljaramillo@yamaaautosorts.com", "mobile" : "", "created" : "2023-10-27 12:47:54", "statusdate" : "2023-10-30 06:30:13", "statuscloseddate" : "2023-10-30 06:30:13", "updated" : "2023-10-30 06:30:13", "agent" : "Stan Pascua", "issue" : "ISTA failed 4.42.xx expired to update SS not accessible", "resolution" : "Logged on to SS device Windows updates installed opened ISPI Admin Client ISTA files are in the download queue", "sessions" : [ { "pk_session" : "t-73629", "eventdate" : "2023-10-27 12:47:54", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64055", "eventdate" : "2023-10-27 12:48:25", "timeelapsed" : "0:00:29", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call ISTA failed to connect to the SS." } , { "pk_session" : "c-64056", "eventdate" : "2023-10-27 12:49:43", "timeelapsed" : "0:01:47", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC SS not accessible. SS was offline due to a power outage. Windows updates installed rebooted and opened ISPI Admin Client ISTA files are in the download queue" } , { "pk_session" : "t-73630", "eventdate" : "2023-10-27 12:49:45", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73631", "eventdate" : "2023-10-27 12:49:54", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "511", "pk_support" : "22474", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support ISPI Admin Client failed to open", "priority" : "2", "status" : "closed", "location" : "BMW of Portland-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Rick Engelman", "phone" : "503.597.7097", "email" : "rengelman@bmcwor.com", "mobile" : "808-268-9277", "created" : "2023-10-31 11:30:00", "statusdate" : "2023-10-31 13:03:42", "statuscloseddate" : "2023-10-31 13:03:42", "updated" : "2023-10-31 13:03:42", "agent" : "Stan Pascua", "issue" : "ISPI Admin Client failed to open", "resolution" : "Uninstalled and re-installed ISPI Admin client registered and configured. ISPI files are in the Download queue", "sessions" : [ { "pk_session" : "t-73632", "eventdate" : "2023-10-31 11:30:00", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64057", "eventdate" : "2023-10-31 11:30:28", "timeelapsed" : "0:00:27", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Rick called ISPI Admin client failed to open" } , { "pk_session" : "c-64058", "eventdate" : "2023-10-31 11:31:25", "timeelapsed" : "0:01:24", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS ISPI Admin client uninstalled and re-installed registered and configured. ISPI Software are in the download queue" } , { "pk_session" : "t-73633", "eventdate" : "2023-10-31 11:31:27", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73634", "eventdate" : "2023-10-31 11:31:40", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "512", "pk_support" : "22475", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support SS not accessible", "priority" : "2", "status" : "closed", "location" : "Gateway BMW Motorcycles-Motorcycle Shop", "ounum" : "", "agcode" : "31453", "nacode" : "31453", "canum" : "", "contact" : "Ryan Manley", "phone" : "314-427-9090", "email" : "sirmanley@gatewaybmw.com", "mobile" : "", "created" : "2023-10-31 11:33:55", "statusdate" : "2023-10-31 13:03:29", "statuscloseddate" : "2023-10-31 13:03:29", "updated" : "2023-10-31 13:03:29", "agent" : "Stan Pascua", "issue" : "SS not accessible", "resolution" : "SS user name incorrect ISPINEXTUSR1 changed to ISPINEXTUSER1 connectivity restored.", "sessions" : [ { "pk_session" : "t-73635", "eventdate" : "2023-10-31 11:33:55", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64059", "eventdate" : "2023-10-31 11:34:26", "timeelapsed" : "0:00:29", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Jeff called SS not accessible." } , { "pk_session" : "c-64060", "eventdate" : "2023-10-31 11:35:42", "timeelapsed" : "0:01:46", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Robert logged on to SS username was incorrect ISPINEXTUSR1 changed to ISPINEXTUSER1 connectivity restored." } , { "pk_session" : "t-73636", "eventdate" : "2023-10-31 11:35:44", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73637", "eventdate" : "2023-10-31 11:35:56", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "513", "pk_support" : "22476", "platform" : "BMW Motorrad USA", "topic" : "ISPS", "brief_description" : "IPS update", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Alcoa-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Kevin Marshall", "phone" : "865-981-4444", "email" : "kevinmmarshall@yahoo.com", "mobile" : "719-243-2977", "created" : "2023-11-01 15:13:41", "statusdate" : "2023-11-01 17:15:35", "statuscloseddate" : "2023-11-01 17:15:35", "updated" : "2023-11-01 17:15:47", "agent" : "Stan Pascua", "issue" : "IPS update", "resolution" : "IPS update done", "sessions" : [ { "pk_session" : "t-73639", "eventdate" : "2023-11-01 15:13:41", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64061", "eventdate" : "2023-11-01 15:14:08", "timeelapsed" : "0:00:26", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Kevin called IPS needs to be updated." } , { "pk_session" : "t-73640", "eventdate" : "2023-11-01 15:14:14", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73642", "eventdate" : "2023-11-01 17:15:37", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } ] } , { "number" : "514", "pk_support" : "22477", "platform" : "BMW Motorrad USA", "topic" : "ICOM", "brief_description" : "ICOM failed to connect status reserved", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Milwaukee-Motorcycle Shop", "ounum" : "", "agcode" : "50161", "nacode" : "50161", "canum" : "", "contact" : "Michael Kylie", "phone" : "", "email" : "", "mobile" : "", "created" : "2023-11-02 21:40:16", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-11-02 21:42:11", "agent" : "Stan Pascua", "issue" : "ICOM status displays reserved will not connect", "resolution" : "Reset ICOM then configured", "sessions" : [ { "pk_session" : "t-73643", "eventdate" : "2023-11-02 21:40:16", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64062", "eventdate" : "2023-11-02 21:41:15", "timeelapsed" : "0:00:58", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call ICOM could not connect status displayed reserved" } , { "pk_session" : "c-64063", "eventdate" : "2023-11-02 21:41:59", "timeelapsed" : "0:01:42", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "ICOM reset performed and configured. ICOM able to connect in ISTA/P" } , { "pk_session" : "t-73644", "eventdate" : "2023-11-02 21:42:00", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73645", "eventdate" : "2023-11-02 21:42:11", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "515", "pk_support" : "22478", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISTA failed to open. Tech uninstalled ISTA", "priority" : "2", "status" : "closed", "location" : "International Auto Specialist-Repair Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Charlotte Willoughby", "phone" : "703-675-5610", "email" : "vocelli210@yahoo.com", "mobile" : "", "created" : "2023-11-02 21:43:43", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-11-02 21:45:00", "agent" : "Stan Pascua", "issue" : "tech uninstalled ISTA", "resolution" : "ISTA 4.43.4x installed", "sessions" : [ { "pk_session" : "t-73646", "eventdate" : "2023-11-02 21:43:43", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64064", "eventdate" : "2023-11-02 21:44:13", "timeelapsed" : "0:00:28", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Charlotte called their tech uninstalled ISTA" } , { "pk_session" : "c-64065", "eventdate" : "2023-11-02 21:44:48", "timeelapsed" : "0:01:03", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to PC installed ISTA 4.43.4x" } , { "pk_session" : "t-73647", "eventdate" : "2023-11-02 21:44:49", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73648", "eventdate" : "2023-11-02 21:45:00", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "516", "pk_support" : "22479", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA 4.423.4x failed ", "priority" : "2", "status" : "closed", "location" : "BMW of Portland-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Rick Engelman", "phone" : "503.597.7097", "email" : "rengelman@bmcwor.com", "mobile" : "808-268-9277", "created" : "2023-11-02 21:48:02", "statusdate" : "2023-11-04 07:25:49", "statuscloseddate" : "2023-11-04 07:25:49", "updated" : "2023-11-06 09:16:57", "agent" : "Stan Pascua", "issue" : "ISTA 4.43.4x failed", "resolution" : "Uninstalled and initiated ISTA 4.43.4x install", "sessions" : [ { "pk_session" : "t-73649", "eventdate" : "2023-11-02 21:48:02", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64066", "eventdate" : "2023-11-02 21:48:34", "timeelapsed" : "0:00:30", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call ISTA update failed" } , { "pk_session" : "c-64067", "eventdate" : "2023-11-02 21:49:13", "timeelapsed" : "0:01:10", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC uninstalled ISTA then initiated ISTA 4.43.4x install" } , { "pk_session" : "t-73650", "eventdate" : "2023-11-02 21:49:15", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73651", "eventdate" : "2023-11-02 21:49:27", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73652", "eventdate" : "2023-11-06 09:16:19", "timeelapsed" : "1245", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73653", "eventdate" : "2023-11-06 09:16:33", "timeelapsed" : "-1245", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Adjust time" } , { "pk_session" : "t-73654", "eventdate" : "2023-11-06 09:16:50", "timeelapsed" : "", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73655", "eventdate" : "2023-11-06 09:16:55", "timeelapsed" : "1245", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73656", "eventdate" : "2023-11-06 09:16:57", "timeelapsed" : "1245", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "517", "pk_support" : "22480", "platform" : "BMW North America", "topic" : "KAI", "brief_description" : "KAI Check failed", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars New England-Rolls Royce Center (Herb Chambers)", "ounum" : "50660", "agcode" : "50660", "nacode" : "", "canum" : "", "contact" : "Gary Richards", "phone" : "508-401-2700", "email" : "grichards@rrmc-newengland.com", "mobile" : "401-339-7475", "created" : "2023-11-06 09:40:32", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-11-06 09:41:31", "agent" : "Stan Pascua", "issue" : "KAI Check failed", "resolution" : "Admin client ran Sync and KAI Check OK", "sessions" : [ { "pk_session" : "t-73657", "eventdate" : "2023-11-06 09:40:32", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64068", "eventdate" : "2023-11-06 09:40:56", "timeelapsed" : "0:00:23", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Gary called KAI Check failed" } , { "pk_session" : "t-73658", "eventdate" : "2023-11-06 09:41:31", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "518", "pk_support" : "22481", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISTA error file not enabled", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Geoffrey Isringhausen", "phone" : "217.528.2042", "email" : "", "mobile" : "", "created" : "2023-11-06 09:43:34", "statusdate" : "2023-11-13 13:14:40", "statuscloseddate" : "2023-11-13 13:14:40", "updated" : "2023-11-13 13:14:40", "agent" : "Stan Pascua", "issue" : "ISTA _META-SDP 4.42.40 XML file not enabled", "resolution" : "file is obsolete", "sessions" : [ { "pk_session" : "t-73659", "eventdate" : "2023-11-06 09:43:34", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64069", "eventdate" : "2023-11-06 09:44:42", "timeelapsed" : "0:01:06", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "Received an email from Rick Doran dealer needs assistance with ISTA META-SDP 442.40 XML file not enabled" } , { "pk_session" : "c-64070", "eventdate" : "2023-11-06 09:46:04", "timeelapsed" : "0:02:28", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISPAHUB checked package management file was deleted during Package Management check. file is not listed in ISPI Cockpit Software catalogue" } , { "pk_session" : "t-73660", "eventdate" : "2023-11-06 09:46:06", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "519", "pk_support" : "22482", "platform" : "BMW Motorrad USA", "topic" : "ISTA/P", "brief_description" : "ISTA/P does not detect an ICOM", "priority" : "2", "status" : "closed", "location" : "GP Bikes-Motorcycle Dealership", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Jerry Ordanis", "phone" : "", "email" : "jerry@gpbikes.com", "mobile" : "", "created" : "2023-11-06 14:52:50", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-11-06 14:54:31", "agent" : "Stan Pascua", "issue" : "ICOM not detected in ISTA/P", "resolution" : "ICOM configured ISPI-NEXT and LAN connection DHCP ICOM detected.", "sessions" : [ { "pk_session" : "t-73661", "eventdate" : "2023-11-06 14:52:50", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64071", "eventdate" : "2023-11-06 14:53:18", "timeelapsed" : "0:00:27", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call ICOM not detected in ISTA/P" } , { "pk_session" : "c-64072", "eventdate" : "2023-11-06 14:54:18", "timeelapsed" : "0:01:27", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC Windows updates installed. Checked ICOM configuration set to ISPI-NEXT and LAN to DHCP. ICOM detected in ISTA/P" } , { "pk_session" : "t-73662", "eventdate" : "2023-11-06 14:54:19", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73663", "eventdate" : "2023-11-06 14:54:31", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "520", "pk_support" : "22483", "platform" : "BMW Motorrad USA", "topic" : "AIR Client", "brief_description" : "AIR won't run", "priority" : "2", "status" : "closed", "location" : "Morton's BMW-Motorcycle Shop", "ounum" : "", "agcode" : "58366", "nacode" : "", "canum" : "", "contact" : "Andy Shaw", "phone" : "540-8919844", "email" : "andy@mortonsbmw.com", "mobile" : "", "created" : "2023-11-07 12:10:25", "statusdate" : "2023-11-14 16:49:49", "statuscloseddate" : "2023-11-14 16:49:49", "updated" : "2023-11-14 16:49:49", "agent" : "Joe Raymond", "issue" : "Out of date Admin Client", "resolution" : "", "sessions" : [ { "pk_session" : "t-73664", "eventdate" : "2023-11-07 12:10:25", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "521", "pk_support" : "22484", "platform" : "BMW Motorrad USA", "topic" : "ISSS", "brief_description" : "System network set in Public mode. ", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Huntsville (Freedom Powersports)-Main Dealership", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Jeremy Jungmann", "phone" : "214-206-9277 x2", "email" : "jeremy@legendnt.com", "mobile" : "512-940-0668", "created" : "2023-11-10 04:41:24", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Joe Raymond", "issue" : "", "resolution" : "Reset to Private network, installed Windows updates and rebooted system.", "sessions" : [ { "pk_session" : "t-73665", "eventdate" : "2023-11-10 04:41:24", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Reset to Private network, installed Windows updates and rebooted system." } , { "pk_session" : "c-64073", "eventdate" : "2023-11-10 04:42:31", "timeelapsed" : "0:01:04", "sessiontype" : "email", "personcontacting" : "Joe Raymond", "eventcontent" : "BackPack showing system in wrong network mode. Logged in and reset it, then installed Windows Updates and rebooted system." } ] } , { "number" : "522", "pk_support" : "22485", "platform" : "BMW Motorrad USA", "topic" : "Shared Storage", "brief_description" : "Shared Storage not talking to BackPack,", "priority" : "2", "status" : "closed", "location" : "Santa Rosa BMW-Motorcycle Shop", "ounum" : "", "agcode" : "46016", "nacode" : "", "canum" : "", "contact" : "Blayne Sheffield", "phone" : "707-838-9100", "email" : "bsheffield@eurocyclesonoma.com", "mobile" : "702-487-2403", "created" : "2023-11-10 06:19:54", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-11-10 06:21:29", "agent" : "Joe Raymond", "issue" : "Backpack hung at a message with no response.", "resolution" : "Installed Windows Updates & rebooted system. BackPack came up and sent report.", "sessions" : [ { "pk_session" : "t-73666", "eventdate" : "2023-11-10 06:19:54", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Logged in, installed Windows Updates & rebooted system. BackPack came up and sent report." } , { "pk_session" : "t-73667", "eventdate" : "2023-11-10 06:21:29", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "523", "pk_support" : "22486", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA Launcher not accessible", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Treasure Coast (Palm Beach)-Motorcycle Shop", "ounum" : "", "agcode" : "49144", "nacode" : "", "canum" : "", "contact" : "Kenney Johns", "phone" : "561-296-9696", "email" : "itsupport@browardmotorsports.com", "mobile" : "954-815-1713", "created" : "2023-11-10 07:08:20", "statusdate" : "2023-11-13 12:37:34", "statuscloseddate" : "2023-11-13 12:37:34", "updated" : "2023-11-13 14:06:44", "agent" : "Stan Pascua", "issue" : "ISTA Launcher not accessible. ISPI Admin Client Central Data Storage set incorrectly", "resolution" : "Reset ISPI Admin client and entered ISTA Launcher credential initiated ISTA 4.43.4x update", "sessions" : [ { "pk_session" : "t-73668", "eventdate" : "2023-11-10 07:08:20", "timeelapsed" : "-709", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64074", "eventdate" : "2023-11-10 07:09:58", "timeelapsed" : "11:49:26", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC ISPI Admin Client Central Data Config reset. Opened the ISTA Launcher and entered the correct credentials. ISTA 4.43.4 update initiated." } , { "pk_session" : "t-73669", "eventdate" : "2023-11-10 07:10:01", "timeelapsed" : "-709", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73670", "eventdate" : "2023-11-10 07:10:44", "timeelapsed" : "709", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73671", "eventdate" : "2023-11-10 07:10:54", "timeelapsed" : "709", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73672", "eventdate" : "2023-11-10 07:11:00", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73673", "eventdate" : "2023-11-10 07:11:12", "timeelapsed" : "709", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73678", "eventdate" : "2023-11-13 12:37:41", "timeelapsed" : "-709", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "adjust time" } , { "pk_session" : "t-73679", "eventdate" : "2023-11-13 12:38:17", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "524", "pk_support" : "22487", "platform" : "BMW North America", "topic" : "", "brief_description" : "new keyreader not working", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars of Austin (HI Tech Motor Cars)-Main Dealership (Rolls Royce)", "ounum" : "", "agcode" : "45492", "nacode" : "45492", "canum" : "", "contact" : "David Gainey", "phone" : "512-219-3118", "email" : "dgainey@hitechmotorcars.com", "mobile" : "", "created" : "2023-11-10 13:51:50", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "uploader not installed properly", "resolution" : "installed uploader, checked function. keyreader working properly.", "sessions" : [ { "pk_session" : "t-73674", "eventdate" : "2023-11-10 13:51:50", "timeelapsed" : "23", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "525", "pk_support" : "22488", "platform" : "BMW Motorrad USA", "topic" : "Shared Storage", "brief_description" : "IPS out of date.", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Treasure Coast (Palm Beach)-Motorcycle Shop", "ounum" : "", "agcode" : "49144", "nacode" : "", "canum" : "", "contact" : "Mathew Eysie", "phone" : "772-252-5000", "email" : "", "mobile" : "781-801-6715", "created" : "2023-11-11 10:55:29", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Joe Raymond", "issue" : "", "resolution" : "Rebooted system after Windows updates. Installed IPS update, system checks good.", "sessions" : [ { "pk_session" : "t-73675", "eventdate" : "2023-11-11 08:55:29", "timeelapsed" : "35", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Rebooted after Windows Updates...installed IPS update. Rebooted system after update and health checked BMW apps." } ] } , { "number" : "526", "pk_support" : "22489", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support IPS update", "priority" : "2", "status" : "closed", "location" : "Hap's Cycle Sales (Haps Cycle Sales)-Motorcycle Shop", "ounum" : "", "agcode" : "98150", "nacode" : "", "canum" : "", "contact" : "Michael Alonso", "phone" : "941-365-3443", "email" : "service@hapscycle.com", "mobile" : "941-447-5682", "created" : "2023-11-13 08:44:22", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-11-13 09:05:55", "agent" : "Stan Pascua", "issue" : "ISPINEXT support IPS and ISTA update", "resolution" : "IPS updated, ISTA Launcher updated initiated ISTA 4.44.2x update", "sessions" : [ { "pk_session" : "t-73676", "eventdate" : "2023-11-13 08:44:22", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64075", "eventdate" : "2023-11-13 08:44:56", "timeelapsed" : "0:00:33", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Michael called asked about IPS and ISTA updates" } , { "pk_session" : "t-73677", "eventdate" : "2023-11-13 09:05:53", "timeelapsed" : "22", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "527", "pk_support" : "22490", "platform" : "BMW Motorrad USA", "topic" : "ISTA Error", "brief_description" : "ISTA failed the update.", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Columbus-Motorcycle Shop", "ounum" : "", "agcode" : "50900", "nacode" : "50900", "canum" : "", "contact" : "Paul McGowan", "phone" : "", "email" : "PAUL.MCGOWAN@live.com", "mobile" : "", "created" : "2023-11-14 09:33:22", "statusdate" : "2023-11-14 13:01:24", "statuscloseddate" : "2023-11-14 13:01:24", "updated" : "2023-11-14 13:01:24", "agent" : "Joe Raymond", "issue" : "Hung process", "resolution" : "Killed the ISTA process and restarted the ISTA Launcher, Updating system to 4.44.20", "sessions" : [ { "pk_session" : "t-73681", "eventdate" : "2023-11-14 09:03:22", "timeelapsed" : "240", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Killed ISTA process. Retried install and it startd. Also, checked on storage system. IPS out of date and multiple Windows Updates for the machine. Installed updates and rebooted machine." } , { "pk_session" : "c-64076", "eventdate" : "2023-11-14 09:33:53", "timeelapsed" : "0:00:29", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "ISTA failed to update and showing error on screen." } , { "pk_session" : "t-73683", "eventdate" : "2023-11-14 13:01:24", "timeelapsed" : "5", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "528", "pk_support" : "22491", "platform" : "BMW Motorrad USA", "topic" : "IPS software", "brief_description" : "IPS needs to be updated", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Western Oregon, Eugene-Motorcycle Shop", "ounum" : "", "agcode" : "50792", "nacode" : "50792", "canum" : "", "contact" : "Harold Morse", "phone" : "(541) 338-0269", "email" : "hmorse@emcwor.com", "mobile" : "", "created" : "2023-11-14 11:15:49", "statusdate" : "2023-11-27 14:19:12", "statuscloseddate" : "2023-11-27 14:19:12", "updated" : "2023-11-27 14:19:18", "agent" : "Stan Pascua", "issue" : "IPS needs to be updated.", "resolution" : "23.3.905 installed need windows installed prior to updating to .994", "sessions" : [ { "pk_session" : "t-73682", "eventdate" : "2023-11-14 11:15:49", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64077", "eventdate" : "2023-11-14 11:16:16", "timeelapsed" : "0:00:26", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Harold called error with IPS" } , { "pk_session" : "c-64078", "eventdate" : "2023-11-14 11:17:10", "timeelapsed" : "0:01:19", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS updated IPS to .905 needs Windows updates installed prior to updating to .994" } , { "pk_session" : "t-73685", "eventdate" : "2023-11-15 10:40:46", "timeelapsed" : "383", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "529", "pk_support" : "22492", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA showed not complete", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Nashville-Motorcycle Shop", "ounum" : "", "agcode" : "51337", "nacode" : "", "canum" : "", "contact" : "Stuart Yolton", "phone" : "", "email" : "", "mobile" : "562-896-1359", "created" : "2023-11-14 15:41:37", "statusdate" : "", "statuscloseddate" : "", "updated" : "2024-02-23 16:43:42", "agent" : "Joe Raymond", "issue" : "ISTA Launcher froze.", "resolution" : "ISTA had updated. Went thru the system and installed ALL the Windows Updates.", "sessions" : [ { "pk_session" : "t-73684", "eventdate" : "2023-11-14 15:41:37", "timeelapsed" : "143", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ISTA actually HAD completed, but the ISTA Launcher appeared frozen. Went ahead and went thru the machine and did quite a few Windows updates to get it current." } , { "pk_session" : "c-64079", "eventdate" : "2023-11-14 15:42:04", "timeelapsed" : "0:00:25", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "ISTA Installation showing frozen." } ] } , { "number" : "530", "pk_support" : "22493", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "ISPA Next gives error on starting", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Orlando-Rolls Royce Center", "ounum" : "39482", "agcode" : "39482", "nacode" : "", "canum" : "", "contact" : "Anthony Brooks", "phone" : "", "email" : "anthony.brooks@fieldsauto.com", "mobile" : "407-782-2761", "created" : "2023-11-16 08:06:13", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "Admin client corrupted, key uploader also corrupted", "resolution" : "Reinstalled admin client and uploader. Checked function of ISPA Next. Now working normally.", "sessions" : [ { "pk_session" : "t-73686", "eventdate" : "2023-11-16 08:06:13", "timeelapsed" : "17", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "531", "pk_support" : "22494", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISTA database error", "priority" : "2", "status" : "closed", "location" : "Ardsley Motors-Main Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Bernie Milano", "phone" : "914-693-4686", "email" : "Berniejag@aol.com", "mobile" : "", "created" : "2023-11-16 08:14:25", "statusdate" : "2023-11-27 14:19:30", "statuscloseddate" : "2023-11-27 14:19:30", "updated" : "2023-11-27 14:19:30", "agent" : "Stan Pascua", "issue" : "ISTA database error", "resolution" : "Updated ISTA Launcher and initiated ISTA update", "sessions" : [ { "pk_session" : "t-73687", "eventdate" : "2023-11-16 08:14:25", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64080", "eventdate" : "2023-11-16 08:15:01", "timeelapsed" : "0:00:35", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Bernie called ISTA has a database error." } , { "pk_session" : "c-64081", "eventdate" : "2023-11-16 08:15:47", "timeelapsed" : "0:01:21", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISIDNEXT updated ISTA launcher and initiated ISTA update" } , { "pk_session" : "t-73688", "eventdate" : "2023-11-16 08:15:49", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73689", "eventdate" : "2023-11-16 08:16:01", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "532", "pk_support" : "22495", "platform" : "BMW North America", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support ISSSNEXT not online", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Northbrook-Rolls Royce Center", "ounum" : "50556", "agcode" : "50556", "nacode" : "", "canum" : "", "contact" : "Dan Bec", "phone" : "", "email" : "", "mobile" : "847-361-6051", "created" : "2023-11-27 14:10:46", "statusdate" : "2023-11-28 12:30:42", "statuscloseddate" : "2023-11-28 12:30:42", "updated" : "2023-11-28 12:30:42", "agent" : "Stan Pascua", "issue" : "ISSSNEXT not online", "resolution" : "Configured ISPAHUB to a Private Network. ISSSNEXT registered and initiated ISTA update", "sessions" : [ { "pk_session" : "t-73691", "eventdate" : "2023-11-27 14:10:46", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64082", "eventdate" : "2023-11-27 14:11:14", "timeelapsed" : "0:00:27", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Dan called ISSSNEXT not functioning" } , { "pk_session" : "c-64083", "eventdate" : "2023-11-27 14:12:18", "timeelapsed" : "0:01:31", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISSSNEXT had them register and initiated ISTA update. Their ISPAHUB was on a Public network configured to Private network" } , { "pk_session" : "t-73692", "eventdate" : "2023-11-27 14:12:21", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73693", "eventdate" : "2023-11-27 14:12:33", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73694", "eventdate" : "2023-11-27 14:15:00", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "533", "pk_support" : "22496", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support Cloned PC", "priority" : "2", "status" : "closed", "location" : "Street Cycles Inc-Motorcycle Shop", "ounum" : "", "agcode" : "68407", "nacode" : "", "canum" : "", "contact" : "Bill Aronson.", "phone" : "207-781-4763", "email" : "service@streetcycles.com", "mobile" : "", "created" : "2023-11-28 12:28:32", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-11-28 12:30:19", "agent" : "Stan Pascua", "issue" : "Cloned PC", "resolution" : "Provided instructions to resolve the issue HKEY_LOCAL_MACHINESOFTWAREMicrosoftCryptographymachineGUID is the main one...I just don't want to do the wrong one and tank the entire system.", "sessions" : [ { "pk_session" : "t-73695", "eventdate" : "2023-11-28 12:28:32", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64084", "eventdate" : "2023-11-28 12:30:16", "timeelapsed" : "0:01:43", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "Received an email for Peter they swapped a motherboard on their PC now it shows cloned. Provided instructions to resolve the issue: HKEY_LOCAL_MACHINESOFTWAREMicrosoftCryptographymachineGUID is the main one...I just don't want to do the wrong one and tank the entire system. Delete machineGUID and reboot system" } , { "pk_session" : "t-73696", "eventdate" : "2023-11-28 12:30:19", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "534", "pk_support" : "22497", "platform" : "BMW North America", "topic" : "ISPI/NEXT TOOLS INSTALLATION", "brief_description" : "Upgrading ISPI/NEXT TOOLS Hub, NAS & ISSS", "priority" : "2", "status" : "active", "location" : "Rolls-Royce Motor Cars Las Vegas-Rolls Royce Center", "ounum" : "50546", "agcode" : "50546", "nacode" : "", "canum" : "", "contact" : "Marino Rondell", "phone" : "", "email" : "", "mobile" : "725-242-8504", "created" : "2023-11-30 15:25:40", "statusdate" : "2023-11-30 15:28:57", "statuscloseddate" : "0000-00-00 00:00:00", "updated" : "2023-11-30 15:28:57", "agent" : "Joe Raymond", "issue" : "Systems were old and needed upgrading.", "resolution" : "Backed UP IPS &KAI from old hub, shutdown and brought new G9 hub online. Registered Admin Client, stopped IPS & KAI services and moved files back to new machine. Health checked good. Set up replication from old to new NAS.", "sessions" : [ { "pk_session" : "t-73697", "eventdate" : "2023-11-30 13:25:40", "timeelapsed" : "75", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Backed UP IPS &KAI from old hub, shutdown and brought new G9 hub online. Registered Admin Client, stopped IPS & KAI services and moved files back to new machine. Health checked good. Set up replication from old to new NAS." } , { "pk_session" : "t-73698", "eventdate" : "2023-11-30 15:28:57", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64085", "eventdate" : "2023-11-30 15:29:32", "timeelapsed" : "0:00:33", "sessiontype" : "email", "personcontacting" : "Joe Raymond", "eventcontent" : "Scheduled equipment changeover." } ] } , { "number" : "535", "pk_support" : "22498", "platform" : "BMW North America", "topic" : "ISPI/NEXT TOOLS INSTALLATION", "brief_description" : "Need help installing new hub, NAS and ISSS", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Rancho Mirage-Main Dealership (Rolls Royce)", "ounum" : "", "agcode" : "40116", "nacode" : "", "canum" : "", "contact" : "Doug Willis_2", "phone" : "713-554-3921", "email" : "dwillis@3dnetsolutions.com", "mobile" : "", "created" : "2023-11-30 15:33:44", "statusdate" : "2023-11-30 15:34:20", "statuscloseddate" : "2023-11-30 15:34:20", "updated" : "2023-11-30 15:34:20", "agent" : "Joe Raymond", "issue" : "Dealer purchased new systems.", "resolution" : "Backed UP IPS &KAI from old hub, shutdown and brought new G9 hub online. Registered Admin Client, stopped IPS & KAI services and moved files back to new machine. Health checked good. Set up replication from old to new NAS.", "sessions" : [ { "pk_session" : "t-73699", "eventdate" : "2023-11-30 08:33:44", "timeelapsed" : "90", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Backed UP IPS &KAI from old hub, shutdown and brought new G9 hub online. Registered Admin Client, stopped IPS & KAI services and moved files back to new machine. Health checked good. Set up replication from old to new NAS." } , { "pk_session" : "t-73700", "eventdate" : "2023-11-30 15:34:20", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "536", "pk_support" : "22499", "platform" : "BMW Motorrad USA", "topic" : "RDC Tool", "brief_description" : "RDC Tool expired", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of North Dallas-Motorcycle Shop", "ounum" : "", "agcode" : "10690", "nacode" : "", "canum" : "", "contact" : "Brien Mehler", "phone" : "(972) 881-0774", "email" : "brien@bmwmotocyclesdallas.com", "mobile" : "972-467-4688", "created" : "2023-11-30 16:20:06", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-11-30 16:21:50", "agent" : "Stan Pascua", "issue" : "RDC Tool expired", "resolution" : "Upgraded BMW USB Tray tool RDC Tool activated and firmware updated.", "sessions" : [ { "pk_session" : "t-73701", "eventdate" : "2023-11-30 16:20:06", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64086", "eventdate" : "2023-11-30 16:20:35", "timeelapsed" : "0:00:27", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Brien called their RDC tool expired." } , { "pk_session" : "c-64087", "eventdate" : "2023-11-30 16:21:35", "timeelapsed" : "0:01:28", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC updated BMW USB Tray tool and activated RDC Tool and firmware updated." } , { "pk_session" : "t-73702", "eventdate" : "2023-11-30 16:21:38", "timeelapsed" : "5", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73703", "eventdate" : "2023-11-30 16:21:50", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "537", "pk_support" : "22500", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support ISPI Admin Client failed to open on SS and Shop PC", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Marco Perez", "phone" : "805-928-3668", "email" : "marcop@santamariaharley.com", "mobile" : "", "created" : "2023-12-05 12:17:01", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-12-05 12:20:00", "agent" : "Stan Pascua", "issue" : "ISPI Admin Client failed to open on SS and Shop PC", "resolution" : "Uninstalled and installed ISPI Admin client devices registered and configured. ISTA files are in the Download queue and ISTA Launcher updated", "sessions" : [ { "pk_session" : "t-73704", "eventdate" : "2023-12-05 12:17:01", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64088", "eventdate" : "2023-12-05 12:17:39", "timeelapsed" : "0:00:36", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Marco called ISPI Admin Client failed to open" } , { "pk_session" : "c-64089", "eventdate" : "2023-12-05 12:19:46", "timeelapsed" : "0:02:43", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS and Shop PC uninstalled Admin Client installed and registered and configured. ISTA files are in the Download queue. ISTA Launcher updated" } , { "pk_session" : "t-73705", "eventdate" : "2023-12-05 12:19:49", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73706", "eventdate" : "2023-12-05 12:20:00", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "538", "pk_support" : "22501", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA 4.43.x has expired", "priority" : "2", "status" : "closed", "location" : "Iron Horse Motorcycles-Motorcycle Shop", "ounum" : "", "agcode" : "38226", "nacode" : "", "canum" : "", "contact" : "James Farris", "phone" : "520-327-0773-15", "email" : "service@ironhorsemotorcycles.com", "mobile" : "", "created" : "2023-12-08 14:58:09", "statusdate" : "2023-12-12 16:31:17", "statuscloseddate" : "2023-12-12 16:31:17", "updated" : "2023-12-12 16:31:18", "agent" : "Stan Pascua", "issue" : "ISTA 4.43.x has expired", "resolution" : "Initiated ISTA 4.45.x update on premium tablet, updated AIR and BMW USB tray tool", "sessions" : [ { "pk_session" : "t-73707", "eventdate" : "2023-12-08 14:58:09", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64090", "eventdate" : "2023-12-08 14:58:46", "timeelapsed" : "0:00:35", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "received an email from James, ISTA has expired" } , { "pk_session" : "c-64091", "eventdate" : "2023-12-08 14:59:42", "timeelapsed" : "0:01:32", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Premium tablet updated AIR client, BMW USB Tray Tool and initiated ISTA 4.45.x update" } , { "pk_session" : "t-73708", "eventdate" : "2023-12-08 14:59:44", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73709", "eventdate" : "2023-12-08 14:59:58", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "539", "pk_support" : "22502", "platform" : "BMW Motorrad USA", "topic" : "ISTA Failed to Start", "brief_description" : "Getting a message version is not authorized", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles Fort Lauderdale-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Tyler Jacques", "phone" : "954-581-6099", "email" : "tblaisejacques@gmail.com", "mobile" : "954-551-7823", "created" : "2023-12-08 16:07:32", "statusdate" : "2023-12-09 10:27:43", "statuscloseddate" : "2023-12-09 10:27:43", "updated" : "2023-12-09 10:27:43", "agent" : "Joe Raymond", "issue" : "Shared Storage rebooted and was stuck @ WIN11 upgrade screen so Admin Client didn't start downloads.", "resolution" : "Upgraded Windows and downloaded BMW software while it was doing upgrade. Forced an update of ISTA and ISTA/P", "sessions" : [ { "pk_session" : "t-73710", "eventdate" : "2023-12-08 11:07:32", "timeelapsed" : "300", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Upgraded Windows to 11 on the storage system, while downloading the new BMW files. Rebooted after downloads completed and did WIN11 upgrade. Forced ISTA and then ISTA/P updates. Rebooted system and ready for use in morning." } , { "pk_session" : "c-64092", "eventdate" : "2023-12-08 16:08:08", "timeelapsed" : "0:00:34", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "ISTA version not authorized message on startup" } , { "pk_session" : "t-73713", "eventdate" : "2023-12-09 09:04:57", "timeelapsed" : "70", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Stan tried IPS update last night and it failed. I rolled it back to the restore point from yesterday afternoon, updated the Admin Client and then kept checking for Windows Updates until there were no more, rebooted a final time and created a new restore point before installing the IPS update. Everything working fine now. Passed Health checks." } , { "pk_session" : "t-73714", "eventdate" : "2023-12-09 10:27:43", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "540", "pk_support" : "22503", "platform" : "BMW Motorrad USA", "topic" : "ISTA Failed to Start", "brief_description" : "Getting a message the software is not authorized", "priority" : "2", "status" : "active", "location" : "Wild West Honda-Motorcycle Shop", "ounum" : "", "agcode" : "45287", "nacode" : "", "canum" : "", "contact" : "David Crogman", "phone" : "281-392-8851", "email" : "", "mobile" : "832-381-8214", "created" : "2023-12-08 16:35:26", "statusdate" : "", "statuscloseddate" : "0000-00-00 00:00:00", "updated" : "", "agent" : "Joe Raymond", "issue" : "Download machine not logged in, and so the Admin Client didn't start to download the files.", "resolution" : "Started Admin Client. While files downloaded I updated Windows on the shop PC. Rebooted system and did ISTA and ISTA/P updates.", "sessions" : [ { "pk_session" : "t-73711", "eventdate" : "2023-12-08 12:35:26", "timeelapsed" : "320", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Started Admin Client, downloading BMW files and updated both machines Windows OS.Rebooted workshop system then did application updates." } , { "pk_session" : "c-64093", "eventdate" : "2023-12-08 16:36:00", "timeelapsed" : "0:00:33", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "ISTA won't start. Says it is not authorized" } ] } , { "number" : "541", "pk_support" : "22504", "platform" : "", "topic" : "ISPA HUB", "brief_description" : "Windows update corrupted OS. Needs a rebuild", "priority" : "2", "status" : "open", "location" : "MINIof Downtown Los Angeles-MINI Workshop", "ounum" : "", "agcode" : "52685/2", "nacode" : "52685/2", "canum" : "", "contact" : "Eddie Cabrera", "phone" : "323-583-1901 x409", "email" : "eddie@carpros.com", "mobile" : "323-277-4207", "created" : "2023-12-08 17:31:26", "statusdate" : "", "statuscloseddate" : "0000-00-00 00:00:00", "updated" : "", "agent" : "Joe Raymond", "issue" : "", "resolution" : "", "sessions" : [ { "pk_session" : "t-73712", "eventdate" : "2023-12-08 17:31:26", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "542", "pk_support" : "22505", "platform" : "BMW Motorrad USA", "topic" : "IPS Health check failed", "brief_description" : "Software out of date", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Tampa Bay-Motorcycle Shop", "ounum" : "", "agcode" : "23251", "nacode" : "", "canum" : "", "contact" : "Mark Bowling", "phone" : "813-926-9937", "email" : "mark@tampabaymotos.com", "mobile" : "678-735-2402", "created" : "2023-12-11 17:32:42", "statusdate" : "2024-02-01 14:15:18", "statuscloseddate" : "2024-02-01 14:15:18", "updated" : "2024-02-01 14:15:18", "agent" : "Joe Raymond", "issue" : "", "resolution" : "", "sessions" : [ { "pk_session" : "t-73717", "eventdate" : "2023-12-11 15:32:42", "timeelapsed" : "240", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Rolled back to last good restore point (12/3) and then started Windows updates. Once Windows Updates completed, created a new restore point before attempting the IPS update. Then attempted update and failed....rolled back to base config and tried again. Failed." } , { "pk_session" : "c-64094", "eventdate" : "2023-12-11 17:33:12", "timeelapsed" : "0:00:29", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "Stan tried to update and it has a 1604 failure." } ] } , { "number" : "543", "pk_support" : "22506", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support ISPI Admin client, ISTA and AIR failed to open", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Tiffani Leary", "phone" : "765-387-9780", "email" : "tiffani@frontlineeurports.com", "mobile" : "765-251-1351", "created" : "2023-12-12 09:42:29", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-12-12 09:44:50", "agent" : "Stan Pascua", "issue" : "ISPI Admin client corrupt", "resolution" : "Uninstalled Admin client and installed registered and configured. ISTA and AIR updated.", "sessions" : [ { "pk_session" : "t-73718", "eventdate" : "2023-12-12 09:42:29", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64095", "eventdate" : "2023-12-12 09:43:16", "timeelapsed" : "0:00:46", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Tiffani called ISTA failed to open and shared storage unreachable" } , { "pk_session" : "c-64096", "eventdate" : "2023-12-12 09:44:31", "timeelapsed" : "0:02:01", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC Admin client corrupt, uninstalled /reinstalled registered and configured. updated AIR, ISTA Launcher and mapped the shared drive." } , { "pk_session" : "t-73719", "eventdate" : "2023-12-12 09:44:35", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73720", "eventdate" : "2023-12-12 09:44:50", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "544", "pk_support" : "22507", "platform" : "BMW Motorrad USA", "topic" : "ISTA Launcher", "brief_description" : "ISTA launcher SS not accessible", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of North Dallas-Motorcycle Shop", "ounum" : "", "agcode" : "10690", "nacode" : "", "canum" : "", "contact" : "Brien Mehler", "phone" : "(972) 881-0774", "email" : "brien@bmwmotocyclesdallas.com", "mobile" : "972-467-4688", "created" : "2023-12-12 11:00:26", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-12-12 11:03:28", "agent" : "Stan Pascua", "issue" : "ISTA Launcher not accessible", "resolution" : "ISTA Launcher was updated it requires a reboot or kill the process and start it manually", "sessions" : [ { "pk_session" : "t-73721", "eventdate" : "2023-12-12 11:00:26", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64097", "eventdate" : "2023-12-12 11:01:13", "timeelapsed" : "0:00:46", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Brien called ISTA Launcher cannot access the Shared Storage" } , { "pk_session" : "c-64098", "eventdate" : "2023-12-12 11:03:09", "timeelapsed" : "0:02:42", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC ISTA Launcher was updated required a reboot or kill the process. I killed the Process and started ISTA Launcher manually connectivity restored and initiated ISTA update" } , { "pk_session" : "t-73722", "eventdate" : "2023-12-12 11:03:11", "timeelapsed" : "5", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73723", "eventdate" : "2023-12-12 11:03:22", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "545", "pk_support" : "22508", "platform" : "BMW North America", "topic" : "ISTA/P Client - Fails to connect to ICOM", "brief_description" : "ISTA/P failed to detect an ICOM", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Manhattan-Rolls Royce Center", "ounum" : "50563", "agcode" : "50563", "nacode" : "", "canum" : "", "contact" : "Ron Mahadeo", "phone" : "212.594.6200", "email" : "ron.mahadeo@manhattanmotorcars.com", "mobile" : "917.443.1756", "created" : "2023-12-12 16:10:24", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-12-12 16:13:07", "agent" : "Stan Pascua", "issue" : "ISTA/P failed to detect an ICOM", "resolution" : "ICOM configured to ISPI-NEXT and configured for DHCP. Connectivity with ICOM restored.", "sessions" : [ { "pk_session" : "t-73724", "eventdate" : "2023-12-12 16:10:24", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64099", "eventdate" : "2023-12-12 16:12:48", "timeelapsed" : "0:02:21", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Ron called ISTA/P failed to detect an ICOM. Checked ICOM configuration not set to ISPI-NEXT and LAN configuration APIPA configured to DHCP. Connect restore. IPS services was not running on HUB services started" } , { "pk_session" : "t-73725", "eventdate" : "2023-12-12 16:12:50", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73726", "eventdate" : "2023-12-12 16:13:07", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "546", "pk_support" : "22509", "platform" : "BMW North America", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support", "priority" : "2", "status" : "closed", "location" : "International Auto Specialist-Repair Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Charlotte Willoughby", "phone" : "703-675-5610", "email" : "vocelli210@yahoo.com", "mobile" : "", "created" : "2023-12-18 12:07:18", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Stan Pascua", "issue" : "ISPINEXT Support", "resolution" : "Installed ISPI Admin Client and initiated ISTA 4.45", "sessions" : [ { "pk_session" : "t-73727", "eventdate" : "2023-12-18 12:07:18", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64100", "eventdate" : "2023-12-18 12:08:51", "timeelapsed" : "0:01:30", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Charlotte called ISPI Admin Client and ISTA not installed" } , { "pk_session" : "c-64101", "eventdate" : "2023-12-18 12:10:00", "timeelapsed" : "0:02:39", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISSSNEXT3 installed ISPI Admin Client and initiated ISTA install" } ] } , { "number" : "547", "pk_support" : "22510", "platform" : "BMW Motorrad USA", "topic" : "ISPS", "brief_description" : "ISPI requires an update", "priority" : "2", "status" : "closed", "location" : "Hermy's BMW Motorcycles-Motorcycle Shop", "ounum" : "", "agcode" : "58244", "nacode" : "", "canum" : "", "contact" : "Herman Baver", "phone" : "610-562-7303", "email" : "herman.baver@hermys.com", "mobile" : "570-640-4752", "created" : "2023-12-20 12:45:30", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-12-20 12:54:10", "agent" : "Stan Pascua", "issue" : "IPS required an update", "resolution" : "IPS updated", "sessions" : [ { "pk_session" : "t-73728", "eventdate" : "2023-12-20 12:45:30", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64102", "eventdate" : "2023-12-20 12:46:11", "timeelapsed" : "0:00:39", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Herman called IPS needs to be updated" } , { "pk_session" : "c-64103", "eventdate" : "2023-12-20 12:46:41", "timeelapsed" : "0:01:09", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS updated IPS" } , { "pk_session" : "t-73729", "eventdate" : "2023-12-20 12:46:43", "timeelapsed" : "8", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73730", "eventdate" : "2023-12-20 12:54:10", "timeelapsed" : "9", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "548", "pk_support" : "22511", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support commission new shop PC", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Louisville-Motorcycle Shop", "ounum" : "", "agcode" : "20851", "nacode" : "", "canum" : "", "contact" : "Mark Campbell", "phone" : "502-634-1340", "email" : "servicewriter@harley-davidsonlouisville.com", "mobile" : "502-387-2479", "created" : "2023-12-20 12:56:20", "statusdate" : "2023-12-21 12:49:22", "statuscloseddate" : "2023-12-21 12:49:22", "updated" : "2023-12-21 12:49:22", "agent" : "Stan Pascua", "issue" : "Commission new shop PC", "resolution" : "New PC registered and ISPI Software installing. ISTA and ISTA/P installed ICOM Firmware updated and configured", "sessions" : [ { "pk_session" : "t-73731", "eventdate" : "2023-12-20 12:56:20", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64104", "eventdate" : "2023-12-20 12:57:16", "timeelapsed" : "0:00:54", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Chad called270-783-3480 new PC needs to be commissioned." } , { "pk_session" : "c-64105", "eventdate" : "2023-12-20 13:00:26", "timeelapsed" : "0:04:05", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to new PC BMW-SERVICETV145587019. Mapped Shared drive created data FOLDER copied ISPI Files to DATA FOLDER. Device registered and installed AIR, IRAP, USB Tray Tool, IMIB MA, ISTA Launcher and initiated ISTA Install" } , { "pk_session" : "t-73732", "eventdate" : "2023-12-20 13:00:29", "timeelapsed" : "35", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73733", "eventdate" : "2023-12-20 13:00:52", "timeelapsed" : "5", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64107", "eventdate" : "2023-12-21 10:22:22", "timeelapsed" : "0:03:14", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "I spoke with Ryan ISTA install complete. Will install ISTA/P tonight" } , { "pk_session" : "t-73736", "eventdate" : "2023-12-21 10:22:24", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73740", "eventdate" : "2023-12-21 12:47:34", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64110", "eventdate" : "2023-12-21 12:48:11", "timeelapsed" : "0:00:36", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Ryan called ICOM does not connect" } , { "pk_session" : "c-64111", "eventdate" : "2023-12-21 12:49:14", "timeelapsed" : "0:01:38", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC updated ICOM firmware and configured" } , { "pk_session" : "t-73741", "eventdate" : "2023-12-21 12:49:22", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "549", "pk_support" : "22512", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support set up new devices", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Alcoa-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Kevin Marshall", "phone" : "865-981-4444", "email" : "kevinmmarshall@yahoo.com", "mobile" : "719-243-2977", "created" : "2023-12-21 09:11:21", "statusdate" : "2023-12-21 13:50:02", "statuscloseddate" : "2023-12-21 13:50:02", "updated" : "2023-12-21 13:51:25", "agent" : "Stan Pascua", "issue" : "Setup new devices SS, ISSSNEXT and ICOM", "resolution" : "Devices registered and configured. IMIB MA installed", "sessions" : [ { "pk_session" : "t-73734", "eventdate" : "2023-12-21 09:11:21", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64106", "eventdate" : "2023-12-21 09:14:50", "timeelapsed" : "0:03:06", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Kevin called needs to setup new devices" } , { "pk_session" : "t-73735", "eventdate" : "2023-12-21 09:14:53", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73742", "eventdate" : "2023-12-21 13:50:02", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64112", "eventdate" : "2023-12-21 13:51:05", "timeelapsed" : "0:01:01", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to both devices registered configured. Installed IMIB MA on shop pc" } , { "pk_session" : "t-73743", "eventdate" : "2023-12-21 13:51:08", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73744", "eventdate" : "2023-12-21 13:51:20", "timeelapsed" : "", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73745", "eventdate" : "2023-12-21 13:51:25", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "550", "pk_support" : "22513", "platform" : "BMW Motorrad USA", "topic" : "ICOM", "brief_description" : "ICOM not detect in connection manager", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Columbus-Motorcycle Shop", "ounum" : "", "agcode" : "50900", "nacode" : "50900", "canum" : "", "contact" : "Tommy Williams", "phone" : "", "email" : "tommywilliams929@yahoo.com", "mobile" : "", "created" : "2023-12-21 11:18:57", "statusdate" : "2023-12-29 07:41:52", "statuscloseddate" : "2023-12-29 07:41:52", "updated" : "2023-12-29 07:41:52", "agent" : "Stan Pascua", "issue" : "ICOM not detected in connection manager, arp - a does not detect ICOM on network. Sys and LAN light on. Suspect LAN cable or bad RJ45 Port on ICOM", "resolution" : "Recommend they order another ICOM and contact us to repair", "sessions" : [ { "pk_session" : "t-73737", "eventdate" : "2023-12-21 11:18:57", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64108", "eventdate" : "2023-12-21 11:19:39", "timeelapsed" : "0:00:40", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a call form Jane to call Tommy at Columbus BMWMC" } , { "pk_session" : "c-64109", "eventdate" : "2023-12-21 11:21:07", "timeelapsed" : "0:02:07", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Spoke with Ryan he is looking for another LAN cable. The ICOM cannot be detected in connection manager or via command line arp -a" } , { "pk_session" : "t-73738", "eventdate" : "2023-12-21 11:21:12", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73739", "eventdate" : "2023-12-21 11:22:39", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73759", "eventdate" : "2023-12-29 07:41:52", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "551", "pk_support" : "22514", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support SS not accessible", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Alcoa-Motorcycle Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Kevin Marshall", "phone" : "865-981-4444", "email" : "kevinmmarshall@yahoo.com", "mobile" : "719-243-2977", "created" : "2023-12-22 14:46:22", "statusdate" : "", "statuscloseddate" : "", "updated" : "2023-12-22 14:48:11", "agent" : "Stan Pascua", "issue" : "SS not accessible. SS was on a Public network", "resolution" : "Reset SS to Private network connectivity restored", "sessions" : [ { "pk_session" : "t-73746", "eventdate" : "2023-12-22 14:46:22", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64113", "eventdate" : "2023-12-22 14:46:54", "timeelapsed" : "0:00:30", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Kevin called SS not accessible" } , { "pk_session" : "c-64114", "eventdate" : "2023-12-22 14:48:04", "timeelapsed" : "0:01:40", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS it was configured to a Public network reset to Private connectivity restored" } , { "pk_session" : "t-73747", "eventdate" : "2023-12-22 14:48:11", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "552", "pk_support" : "22515", "platform" : "BMW North America", "topic" : "Loaner Equipment", "brief_description" : "ISSSNEXT Loaner", "priority" : "2", "status" : "closed", "location" : "BMW of Buffalo-Main Dealership", "ounum" : "", "agcode" : "52082/1", "nacode" : "52082/1", "canum" : "", "contact" : "John Tronolone", "phone" : "716-505-2123 ext 437", "email" : "jtronolone@towneauto.com", "mobile" : "716.574.9586", "created" : "2023-12-27 10:17:45", "statusdate" : "2024-02-20 08:26:23", "statuscloseddate" : "2024-02-20 08:26:23", "updated" : "2024-02-20 08:26:30", "agent" : "Stan Pascua", "issue" : "Ship ISSSNEXT Loaner", "resolution" : "ISSSNEXT Loaner6 Serial number CZC1309Z2F Shipped. Loaner returned", "sessions" : [ { "pk_session" : "t-73748", "eventdate" : "2023-12-27 10:17:45", "timeelapsed" : "4", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64115", "eventdate" : "2023-12-27 10:18:45", "timeelapsed" : "0:00:59", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "received an email from Rick Doran ship ISSSNEXT Loaner overnight" } , { "pk_session" : "c-64116", "eventdate" : "2023-12-27 10:19:59", "timeelapsed" : "0:02:13", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "ISSSNEXT Loaner6 serial number CZC1309Z21 shipped via FedEx overnight" } , { "pk_session" : "t-73749", "eventdate" : "2023-12-27 10:20:02", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73750", "eventdate" : "2023-12-27 10:28:54", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73793", "eventdate" : "2024-01-26 10:48:00", "timeelapsed" : "9", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64141", "eventdate" : "2024-01-26 10:51:10", "timeelapsed" : "0:00:52", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Ran Checksum on the files that needed attention 2 failed. deleted and initiated Download" } , { "pk_session" : "t-73794", "eventdate" : "2024-01-26 10:51:15", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "553", "pk_support" : "22516", "platform" : "BMW North America", "topic" : "IPS Health check failed", "brief_description" : "Fails Health Check", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Las Vegas-Rolls Royce Center", "ounum" : "50546", "agcode" : "50546", "nacode" : "", "canum" : "", "contact" : "Cameron Hilario", "phone" : "", "email" : "", "mobile" : "", "created" : "2023-12-27 13:14:02", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Joe Raymond", "issue" : "1064 error when trying to start IPS Service.", "resolution" : "Installed all updates for Windows Server. De-installed IPS and ALL SQL entries in Programs. Rebooted system and then re-installed IPS .994 Bundle. Installed with no errors, health checks are good.", "sessions" : [ { "pk_session" : "t-73751", "eventdate" : "2023-12-27 12:14:02", "timeelapsed" : "60", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Installed all updates for Windows Server. De-installed IPS and ALL SQL entries in Programs. Rebooted system and then re-installed IPS .994 Bundle. Installed with no errors, health checks are good." } , { "pk_session" : "c-64117", "eventdate" : "2023-12-27 13:14:20", "timeelapsed" : "0:00:17", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "IPS won't start" } ] } , { "number" : "554", "pk_support" : "22517", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISTA install on GETAC tablet", "priority" : "2", "status" : "closed", "location" : "Laurel BMW-Main Dealership", "ounum" : "0639001", "agcode" : "66390", "nacode" : "66390", "canum" : "", "contact" : "Jaime Shustrick", "phone" : "", "email" : "", "mobile" : "814-322-7598", "created" : "2023-12-27 15:06:21", "statusdate" : "2023-12-29 05:37:22", "statuscloseddate" : "2023-12-29 05:37:22", "updated" : "2023-12-29 05:37:22", "agent" : "Stan Pascua", "issue" : "ISTA install on GETAC tablet", "resolution" : "initiated ISTA 4.45.x install on GETAC TV1488580964/Ap!H3lpD35k", "sessions" : [ { "pk_session" : "t-73752", "eventdate" : "2023-12-27 15:06:21", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64118", "eventdate" : "2023-12-27 15:06:57", "timeelapsed" : "0:00:35", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Jaime called need s to install ISTA on GETAC tablet" } , { "pk_session" : "c-64119", "eventdate" : "2023-12-27 15:07:43", "timeelapsed" : "0:01:20", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to GETAC tablet initiated ISTA install" } , { "pk_session" : "t-73753", "eventdate" : "2023-12-27 15:07:47", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73758", "eventdate" : "2023-12-29 05:36:50", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "555", "pk_support" : "22518", "platform" : "BMW North America", "topic" : "Loaner Equipment", "brief_description" : "ISSSNEXT Loaner", "priority" : "2", "status" : "closed", "location" : "Peterson BMW of Boise-Main Dealership", "ounum" : "0632801", "agcode" : "96328", "nacode" : "11010", "canum" : "", "contact" : "Derek Franklin", "phone" : "", "email" : "dfranklin@etersonscarrs.com", "mobile" : "805-423-5841", "created" : "2023-12-28 08:49:52", "statusdate" : "2024-02-16 11:29:07", "statuscloseddate" : "2024-02-16 11:29:07", "updated" : "2024-02-16 11:29:11", "agent" : "Stan Pascua", "issue" : "Ship ISSSNEXT Loaner", "resolution" : "ISSSNEXT Loaner CZC32477PZ shipped via FedEx. Loaner returned", "sessions" : [ { "pk_session" : "t-73754", "eventdate" : "2023-12-28 08:49:52", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64120", "eventdate" : "2023-12-28 08:50:46", "timeelapsed" : "0:00:53", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "Rick Doran authorized loaner shipment to dealer" } , { "pk_session" : "c-64121", "eventdate" : "2023-12-28 08:51:42", "timeelapsed" : "0:01:49", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "ISSSNEXT CZC32477PZ prepped and shipped" } , { "pk_session" : "t-73755", "eventdate" : "2023-12-28 09:08:51", "timeelapsed" : "19", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73791", "eventdate" : "2024-01-22 10:50:00", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "KAI service would not start. Corrupt file/folder root cause. Rebooted server and Windows found the bad folder and renamed it. Deinstalled KAI and reinstalled. Service finally came up and health check is good." } , { "pk_session" : "c-64171", "eventdate" : "2024-02-16 11:28:59", "timeelapsed" : "0:00:39", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "ISSSNEXT Loaner returned" } , { "pk_session" : "t-73848", "eventdate" : "2024-02-16 11:29:07", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "556", "pk_support" : "22519", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support ISID not communicating with SS", "priority" : "2", "status" : "closed", "location" : "Morton's BMW-Motorcycle Shop", "ounum" : "", "agcode" : "58366", "nacode" : "", "canum" : "", "contact" : "Andy Shaw", "phone" : "540-8919844", "email" : "andy@mortonsbmw.com", "mobile" : "", "created" : "2023-12-28 09:57:51", "statusdate" : "2024-01-03 07:42:14", "statuscloseddate" : "2024-01-03 07:42:14", "updated" : "2024-01-03 07:42:14", "agent" : "Stan Pascua", "issue" : "ISID is on a wireless network 10.2.70.x where as the SS in on LAN 10.2.20.210", "resolution" : "Recommend he talk their IT staff so both subnet can communicate", "sessions" : [ { "pk_session" : "t-73756", "eventdate" : "2023-12-28 09:57:51", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64122", "eventdate" : "2023-12-28 09:58:40", "timeelapsed" : "0:00:47", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Andy called issue ISIDNEXT communicating with SS" } , { "pk_session" : "c-64123", "eventdate" : "2023-12-28 10:00:07", "timeelapsed" : "0:02:14", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged to both devices they're on separate network SS is on 102.72.xx network and the ISIDNEXT is on a wireless network 10..2.70xx" } , { "pk_session" : "t-73757", "eventdate" : "2023-12-28 10:00:14", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } ]