[ { "number" : "1", "pk_support" : "22520", "platform" : "BMW North America", "topic" : "ISTA Failed to Start", "brief_description" : "Switch died and now the network is changed. Not registered.", "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" : "2024-01-03 12:12:19", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Joe Raymond", "issue" : "3560 died. Replaced with Ubiquity switch and needed to redo the shop network.", "resolution" : "", "sessions" : [ { "pk_session" : "t-73760", "eventdate" : "2024-01-03 12:12:19", "timeelapsed" : "60", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64124", "eventdate" : "2024-01-03 12:20:47", "timeelapsed" : "0:08:27", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "3560 switch died. Network guys replaced with Ubiquity switch and needed help getting machines back online." } ] } , { "number" : "2", "pk_support" : "22521", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "new PC keyreader installation", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Michael Kearney", "phone" : "336.323.3900", "email" : "", "mobile" : "", "created" : "2024-01-05 10:20:09", "statusdate" : "", "statuscloseddate" : "", "updated" : "2024-01-05 10:20:12", "agent" : "Mark Watson", "issue" : "new PC", "resolution" : "Helped IT install relevant software for a service advisor, Admin Client, AIR, Key Uploader and USB Tray app. Checked function of keyreader and found keyread in AWP.", "sessions" : [ { "pk_session" : "t-73761", "eventdate" : "2024-01-05 10:20:09", "timeelapsed" : "26", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73762", "eventdate" : "2024-01-05 10:20:12", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "3", "pk_support" : "22522", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISTA failed the update to 4.45.22", "priority" : "2", "status" : "ongoing", "location" : "BMW of Bloomfield-Main Dealership", "ounum" : "2671701", "agcode" : "26717", "nacode" : "26717", "canum" : "", "contact" : "Omar Suero", "phone" : "", "email" : "OmarSuero@bmwofbloomfield.com", "mobile" : "908-875-4767", "created" : "2024-01-11 10:34:46", "statusdate" : "2024-01-26 10:37:40", "statuscloseddate" : "0000-00-00 00:00:00", "updated" : "2024-01-26 10:37:40", "agent" : "Stan Pascua", "issue" : "Discovered 1 bad file 44.40 zip 04 failed checksum. 10.14.104.33 . Issue cannot prof gram X5 recall and ISTA failed to install on several devices", "resolution" : "delete the file and started download of the file. Loaner Panasonic Laptop 6ETCA 68836 shipped 1/18/24 able to program vehicle", "sessions" : [ { "pk_session" : "t-73763", "eventdate" : "2024-01-11 10:34:46", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64125", "eventdate" : "2024-01-11 10:35:38", "timeelapsed" : "0:00:50", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "received an email from Rick Doran asking to look into the issue." } , { "pk_session" : "c-64126", "eventdate" : "2024-01-11 10:37:24", "timeelapsed" : "0:02:37", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to the HUB opened the Checksum tool and ran verification of the files. One bad file 4.44.10 zip .04 failed the checksum. Deleted this file and started to re-download. will run checksum when download is complete" } , { "pk_session" : "t-73764", "eventdate" : "2024-01-11 10:37:26", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot issue" } , { "pk_session" : "t-73765", "eventdate" : "2024-01-11 10:37:42", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73777", "eventdate" : "2024-01-12 16:25:52", "timeelapsed" : "4", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64134", "eventdate" : "2024-01-15 08:58:06", "timeelapsed" : "2:31:05", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Remote desktop to 10.14.104.33 device was on a Public network switched to Private and added a exclusion" } , { "pk_session" : "t-73778", "eventdate" : "2024-01-15 09:00:40", "timeelapsed" : "154", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73779", "eventdate" : "2024-01-16 09:20:28", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64136", "eventdate" : "2024-01-18 13:42:59", "timeelapsed" : "0:01:46", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Panasonic loaner laptop 6ETCA68836 shipped via Fedex" } , { "pk_session" : "t-73784", "eventdate" : "2024-01-18 13:43:54", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73790", "eventdate" : "2024-01-22 06:48:04", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "4", "pk_support" : "22523", "platform" : "BMW North America", "topic" : "ISPA HUB", "brief_description" : "Default password doesn't work", "priority" : "2", "status" : "closed", "location" : "Daniels BMW-Main Dealership", "ounum" : "0645601", "agcode" : "76456", "nacode" : "26200", "canum" : "", "contact" : "Rudy Neher", "phone" : "610.820.4269", "email" : "rneher@danielsbmw.com", "mobile" : "610.360.1138", "created" : "2024-01-11 11:42:59", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Joe Raymond", "issue" : "Someone changed the ISPINEXTADMIN password", "resolution" : "Logged into system as Administrator and reset ISPINEXTADMIN password.", "sessions" : [ { "pk_session" : "t-73766", "eventdate" : "2024-01-11 11:42:59", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Reset ISPINEXTADMIN password, rebooted server to install Windows updates and logged back in to make sure the services restrated." } , { "pk_session" : "c-64127", "eventdate" : "2024-01-11 11:45:36", "timeelapsed" : "0:02:36", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "Called and left voicemail about not being able to log in..." } ] } , { "number" : "5", "pk_support" : "22524", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "Mike Salazar key reader not working", "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" : "2024-01-11 12:01:43", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "Admin client not running, USB tray app not running", "resolution" : "Got admin client and tray app up and checked funtionality. key reader now working properly. Both apps were set up for auto start. not sure why they didn't start...", "sessions" : [ { "pk_session" : "t-73767", "eventdate" : "2024-01-11 12:01:43", "timeelapsed" : "8", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "6", "pk_support" : "22525", "platform" : "BMW North America", "topic" : "ISPI/NEXT TOOLS INSTALLATION", "brief_description" : "Setup of new tools", "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" : "2024-01-11 12:25:18", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Joe Raymond", "issue" : "Installing new G9 machines", "resolution" : "Completed setup of all 3 new ISSS machines", "sessions" : [ { "pk_session" : "t-73768", "eventdate" : "2024-01-11 12:25:18", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Installation of new machines. Everything health checks are good." } , { "pk_session" : "c-64128", "eventdate" : "2024-01-11 12:25:42", "timeelapsed" : "0:00:23", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "Ready to do installation of new machines." } ] } , { "number" : "7", "pk_support" : "22526", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "keyreader not working", "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" : "2024-01-11 15:02:18", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "admin client and tray app not running. also remote desktop turned off on server", "resolution" : "got admin client and tray app up and set to autostart. got remote desktop working on server. read key and checked all functionality. key reader working now.", "sessions" : [ { "pk_session" : "t-73769", "eventdate" : "2024-01-11 15:02:18", "timeelapsed" : "24", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "8", "pk_support" : "22527", "platform" : "BMW Motorrad USA", "topic" : "RDC Tool", "brief_description" : "New RDC tool received needs to be activated", "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" : "2024-01-12 08:40:02", "statusdate" : "", "statuscloseddate" : "", "updated" : "2024-01-12 08:41:55", "agent" : "Stan Pascua", "issue" : "RDC needs to be activated", "resolution" : "Opened BMW USB Tray Tool and activated the RDC Tool", "sessions" : [ { "pk_session" : "t-73770", "eventdate" : "2024-01-12 08:40:02", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64129", "eventdate" : "2024-01-12 08:40:43", "timeelapsed" : "0:00:40", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Tiffani called needs to activate their RDC Tool" } , { "pk_session" : "c-64130", "eventdate" : "2024-01-12 08:41:26", "timeelapsed" : "0:01:23", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC opened the BMW USB Tray Tool and activated the RDC Tool" } , { "pk_session" : "t-73771", "eventdate" : "2024-01-12 08:41:29", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73772", "eventdate" : "2024-01-12 08:41:36", "timeelapsed" : "5", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot the issue" } ] } , { "number" : "9", "pk_support" : "22528", "platform" : "BMW North America", "topic" : "AIR Client", "brief_description" : "AIR Client failed to open", "priority" : "2", "status" : "closed", "location" : "Rolls-Royce Motor Cars Houston-Rolls Royce Center", "ounum" : "50549", "agcode" : "50549", "nacode" : "", "canum" : "", "contact" : "Sean Ellis", "phone" : "", "email" : "", "mobile" : "", "created" : "2024-01-12 09:03:59", "statusdate" : "", "statuscloseddate" : "", "updated" : "2024-01-12 09:05:43", "agent" : "Stan Pascua", "issue" : "AIR Client failed to open", "resolution" : "Installed prior version of AIR. The installed version was not released at pewsent", "sessions" : [ { "pk_session" : "t-73773", "eventdate" : "2024-01-12 09:03:59", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64131", "eventdate" : "2024-01-12 09:04:32", "timeelapsed" : "0:00:32", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "received an email from Sean AIR failed to open" } , { "pk_session" : "c-64132", "eventdate" : "2024-01-12 09:05:25", "timeelapsed" : "0:01:25", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC. AIR client was not released at present had to downgrade AIR." } , { "pk_session" : "t-73774", "eventdate" : "2024-01-12 09:05:29", "timeelapsed" : "5", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot the issue" } , { "pk_session" : "t-73775", "eventdate" : "2024-01-12 09:05:39", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "10", "pk_support" : "22529", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA not working for past week.", "priority" : "2", "status" : "active", "location" : "Peak Powersports Barrie-Motorcycle Dealership", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Ronn Moffatt", "phone" : "", "email" : "themotorradshop@gmail.com", "mobile" : "(416) 706-5801", "created" : "2024-01-12 09:51:52", "statusdate" : "", "statuscloseddate" : "0000-00-00 00:00:00", "updated" : "", "agent" : "Joe Raymond", "issue" : "", "resolution" : "", "sessions" : [ { "pk_session" : "t-73776", "eventdate" : "2024-01-12 09:01:52", "timeelapsed" : "55", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Updated Windows and HP drivers in both systems. Updated IPS to .1020 and handed it over to Stan to further troubleshoot." } , { "pk_session" : "c-64133", "eventdate" : "2024-01-12 09:52:20", "timeelapsed" : "0:00:26", "sessiontype" : "email", "personcontacting" : "Joe Raymond", "eventcontent" : "Sent email that ISTA wasn't working for the past week." } ] } , { "number" : "11", "pk_support" : "22530", "platform" : "BMW North America", "topic" : "ISPI/NEXT TOOLS INSTALLATION", "brief_description" : "Needs second eyes on swap for the hub", "priority" : "2", "status" : "active", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Alex Quiroz", "phone" : "", "email" : "alex.quirox@bmwofelcajon.com", "mobile" : "619-905-0345", "created" : "2024-01-17 11:46:59", "statusdate" : "", "statuscloseddate" : "0000-00-00 00:00:00", "updated" : "", "agent" : "Joe Raymond", "issue" : "Purchased new G9 hub for this location", "resolution" : "", "sessions" : [ { "pk_session" : "t-73780", "eventdate" : "2024-01-17 08:06:59", "timeelapsed" : "240", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Alex called to have some help with the hub swap. Had issues with the file copy. While that was going, checked the NAS and it was in abnormal state. File system corrupted and the mapped drive files were not accessible. Cleaned the file system, rebooted NAS and did 2 rounds of firmware updates to it. Cleaned 3+ TB of old BMW files off the NAS thru the ISPI Admin Client. Updated applications on the NAS. Ready for the hub swap later today." } , { "pk_session" : "c-64135", "eventdate" : "2024-01-17 11:47:49", "timeelapsed" : "0:00:49", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "Needs a second set of eyes for hub swap." } , { "pk_session" : "t-73782", "eventdate" : "2024-01-17 21:13:36", "timeelapsed" : "120", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Swapping out old hub for new. Copying files and getting ready to switch over. Admin password to register not correct. Will reengage in the morning." } ] } , { "number" : "12", "pk_support" : "22531", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "keyreader not working", "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" : "2024-01-17 16:25:00", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "keyreader software not running, admin client not running", "resolution" : "brought up key reader software and admin client. Checked fiuncitonality. key reader working correctly.", "sessions" : [ { "pk_session" : "t-73781", "eventdate" : "2024-01-17 16:25:00", "timeelapsed" : "11", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "13", "pk_support" : "22532", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "key reader not working", "priority" : "2", "status" : "closed", "location" : "Fields BMW - Northfield (IL)-Northfield Dealership", "ounum" : "0662801", "agcode" : "96628", "nacode" : "96628", "canum" : "", "contact" : "Bill Morand", "phone" : "847.441.5300", "email" : "", "mobile" : "847-436-6948", "created" : "2024-01-18 13:36:32", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "admin client wont run, uploader won't run, tray app won't run", "resolution" : "reinistalled all relevant software and then logged into AWP to check functionality. Keyreader now working.", "sessions" : [ { "pk_session" : "t-73783", "eventdate" : "2024-01-18 13:36:32", "timeelapsed" : "23", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "14", "pk_support" : "22533", "platform" : "BMW Motorrad USA", "topic" : "ISTA Failed to Start", "brief_description" : "ISTA failed to start", "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" : "2024-01-18 14:44:08", "statusdate" : "", "statuscloseddate" : "", "updated" : "2024-01-18 14:46:57", "agent" : "Stan Pascua", "issue" : "ISTA failed to start ISPI Admin Client corrupt failed to open", "resolution" : "Uninstalled ISPI Admin Client and reinstalled registered and configured. ISTA opens.", "sessions" : [ { "pk_session" : "t-73785", "eventdate" : "2024-01-18 14:44:08", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73786", "eventdate" : "2024-01-18 14:45:07", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64137", "eventdate" : "2024-01-18 14:45:48", "timeelapsed" : "0:00:39", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Tiffani called ISTA failed to open." } , { "pk_session" : "c-64138", "eventdate" : "2024-01-18 14:46:54", "timeelapsed" : "0:01:46", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logge don to shop PC ISPI Admin Client corrupt will not open Uninstalled and reinstalled registered and configured, ISTA opens" } , { "pk_session" : "t-73787", "eventdate" : "2024-01-18 14:46:57", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "15", "pk_support" : "22534", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISTA 4.45.22 msi file has not been released", "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" : "2024-01-19 09:15:17", "statusdate" : "", "statuscloseddate" : "", "updated" : "2024-01-19 10:27:40", "agent" : "Stan Pascua", "issue" : "ISTA_APP_4.45.22 msi file has not been released", "resolution" : "BMWNA released ISTA_APP_4.45.22 msi file. file downloaded and ISTA is ready for update", "sessions" : [ { "pk_session" : "t-73788", "eventdate" : "2024-01-19 09:15:17", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64139", "eventdate" : "2024-01-19 09:16:00", "timeelapsed" : "0:00:42", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Jaime called ISTA missing file ISTA_APP_4.45.22 msi" } , { "pk_session" : "c-64140", "eventdate" : "2024-01-19 09:16:59", "timeelapsed" : "0:01:41", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "sent a email to Jack Chen at BMWNA he has released the missing file" } , { "pk_session" : "t-73789", "eventdate" : "2024-01-19 10:27:40", "timeelapsed" : "72", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "16", "pk_support" : "22535", "platform" : "BMW North America", "topic" : "ISPA HUB", "brief_description" : "GLB tool shows vulnerabilities in hub and NAS. ", "priority" : "2", "status" : "closed", "location" : "BMW of Bridgewater-Main Dealership", "ounum" : "2110201", "agcode" : "21102", "nacode" : "21102", "canum" : "", "contact" : "Mike Yates", "phone" : "908.236.6302", "email" : "mike.yates@hunterdonbmw.com", "mobile" : "", "created" : "2024-01-24 11:15:40", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Joe Raymond", "issue" : "Systems are not up to date.", "resolution" : "Updated firmware on NAS, updated applications on NAS, Windows updates waiting for reboot on hub, IPS update on hub done.", "sessions" : [ { "pk_session" : "t-73792", "eventdate" : "2024-01-24 10:05:40", "timeelapsed" : "82", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "NAS file system not clean. Cleaned file system, then rebooted for 2 rounds of firmware update then application updates. Rebooted hub to install waiting updates, once back online cleaned old files off NAS and health checks done on Admin Client. IPS out of date, tried installation and got a reboot pending message. Found the offending flag in Windows Registry and deleted it and installed IPS with SQL 2019. Health checks all good." } ] } , { "number" : "17", "pk_support" : "22536", "platform" : "BMW North America", "topic" : "KAI", "brief_description" : "KAI services not running", "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" : "2024-01-29 08:30:31", "statusdate" : "", "statuscloseddate" : "", "updated" : "2024-01-29 08:33:44", "agent" : "Stan Pascua", "issue" : "KAI services not running", "resolution" : "HUB had Firmware update requires a reboot. After reboot KAI services started", "sessions" : [ { "pk_session" : "t-73795", "eventdate" : "2024-01-29 08:30:31", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64142", "eventdate" : "2024-01-29 08:32:37", "timeelapsed" : "0:02:05", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "Received an email from Ryan not able to read Keys and failed KAI check" } , { "pk_session" : "c-64143", "eventdate" : "2024-01-29 08:33:33", "timeelapsed" : "0:03:01", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to HUB. reboot required after Firmware updated. Once system rebooted able to start KAI services, Passes KAI check" } , { "pk_session" : "t-73796", "eventdate" : "2024-01-29 08:33:35", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot the issue" } , { "pk_session" : "t-73797", "eventdate" : "2024-01-29 08:33:44", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "18", "pk_support" : "22537", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "Not able to Key read", "priority" : "2", "status" : "closed", "location" : "Valley Auto World Inc-Main Dealership", "ounum" : "0675201", "agcode" : "36752", "nacode" : "36752", "canum" : "", "contact" : "Mark Wade", "phone" : "", "email" : "mwade@valleyautoworldbmw.com", "mobile" : "919-710-4153", "created" : "2024-01-30 07:57:11", "statusdate" : "", "statuscloseddate" : "", "updated" : "2024-01-30 07:59:15", "agent" : "Stan Pascua", "issue" : "Not able to Key read shared drive not mapped.", "resolution" : "Mapped shared drive KAI check OK able to read key", "sessions" : [ { "pk_session" : "t-73798", "eventdate" : "2024-01-30 07:57:11", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64144", "eventdate" : "2024-01-30 07:59:02", "timeelapsed" : "0:01:49", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a call not able to read key. Shared drive not mapped. Mapped shared drive able to read Key" } , { "pk_session" : "t-73799", "eventdate" : "2024-01-30 07:59:04", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot the issue" } , { "pk_session" : "t-73800", "eventdate" : "2024-01-30 07:59:15", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "19", "pk_support" : "22538", "platform" : "BMW Motorrad USA", "topic" : "ETK Thin Client", "brief_description" : "ETK Client failed to open hung on loading", "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" : "2024-01-30 15:03:38", "statusdate" : "", "statuscloseddate" : "", "updated" : "2024-01-30 15:05:34", "agent" : "Stan Pascua", "issue" : "ETK Client hung on loading", "resolution" : "Update Thin Client to 23.3.970 ETK restored", "sessions" : [ { "pk_session" : "t-73801", "eventdate" : "2024-01-30 15:03:38", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64145", "eventdate" : "2024-01-30 15:04:21", "timeelapsed" : "0:00:38", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "received an email from James. ETK hung loading." } , { "pk_session" : "c-64146", "eventdate" : "2024-01-30 15:05:20", "timeelapsed" : "0:01:37", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Known issue need to update to latest Thin Client 23.3970. Once they updated the Client program is OK" } , { "pk_session" : "t-73802", "eventdate" : "2024-01-30 15:05:22", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot the issue" } , { "pk_session" : "t-73803", "eventdate" : "2024-01-30 15:05:34", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "20", "pk_support" : "22539", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT support need help getting new devices 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" : "2024-01-30 15:09:51", "statusdate" : "2024-02-02 09:07:29", "statuscloseddate" : "2024-02-02 09:07:29", "updated" : "2024-02-02 09:07:29", "agent" : "Stan Pascua", "issue" : "New device were shipped in October 23. Only now they want then activated", "resolution" : "Windows updates installed on both SS and Shop PC. Updated ISPI Admin client and IPS on SS. Updated ISPI Admin, AIR client, ISTA Launcher and initiated ISTA 4.45.x install", "sessions" : [ { "pk_session" : "t-73804", "eventdate" : "2024-01-30 15:09:51", "timeelapsed" : "4", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64147", "eventdate" : "2024-01-30 15:10:53", "timeelapsed" : "0:01:00", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a call from Kamran needs to activate new device they received in Oct 2023" } , { "pk_session" : "c-64148", "eventdate" : "2024-01-30 15:13:05", "timeelapsed" : "0:03:12", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS and Shop PC updated Windows, Downloaded the latest ISPI Files. Updated ISPI Admin Client, IPS on SS. Updated ISPI Admin and AIR Client on Shop PC. Updated ISTA Launcher, ISTA/P 3.72 and initiated ISTA update 4.45.xx" } , { "pk_session" : "t-73805", "eventdate" : "2024-01-30 15:13:08", "timeelapsed" : "300", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "activate new devices" } , { "pk_session" : "t-73806", "eventdate" : "2024-01-30 15:13:50", "timeelapsed" : "4", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "21", "pk_support" : "22540", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support commission new device for new technician", "priority" : "2", "status" : "closed", "location" : "BMW Motorcycles of Palm Bay-Main Dealership", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "David Quinn", "phone" : "321-215-1907", "email" : "dquinn5383@gmail.com", "mobile" : "", "created" : "2024-01-30 15:17:30", "statusdate" : "2024-02-02 09:07:46", "statuscloseddate" : "2024-02-02 09:07:46", "updated" : "2024-02-02 09:07:46", "agent" : "Stan Pascua", "issue" : "New tech needs PC setup for ISPI", "resolution" : "Update Windows, mapped drive installed ISPI Admin, AIR, IRAP, USB Tray Toll ISTA launcher initiated ISTA 4.45.xx install", "sessions" : [ { "pk_session" : "t-73807", "eventdate" : "2024-01-30 15:17:30", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73808", "eventdate" : "2024-01-30 15:17:33", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64149", "eventdate" : "2024-01-30 15:18:46", "timeelapsed" : "0:01:06", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "New device HD updated to TB ready for ISPI Software." } , { "pk_session" : "c-64150", "eventdate" : "2024-01-30 15:21:31", "timeelapsed" : "0:03:50", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on new device Windows updates installed and configured PC parameter. Mapped drive created DATA folder. Copied essential files to DATA folder and installed. device registered. AIR, IRAP Client installed. ISTA Launcher installed and initiated ISTA 4.45.xx install" } , { "pk_session" : "t-73809", "eventdate" : "2024-01-30 15:21:55", "timeelapsed" : "4", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73810", "eventdate" : "2024-01-30 15:22:19", "timeelapsed" : "180", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot the issue" } ] } , { "number" : "22", "pk_support" : "22541", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support setup advisor PC for ISPI", "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" : "2024-01-30 15:25:36", "statusdate" : "2024-02-08 09:37:39", "statuscloseddate" : "2024-02-08 09:37:39", "updated" : "2024-02-08 09:37:39", "agent" : "Stan Pascua", "issue" : "Set up PC for advisor", "resolution" : "Windows updates installed. ISPI Admin Client and AIR installed. AIR Failed to open Panda Endpoint preventing AIR to open", "sessions" : [ { "pk_session" : "t-73811", "eventdate" : "2024-01-30 15:25:36", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73812", "eventdate" : "2024-01-30 15:27:44", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot the issue" } , { "pk_session" : "t-73813", "eventdate" : "2024-01-30 15:27:58", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "23", "pk_support" : "22542", "platform" : "BMW Motorrad USA", "topic" : "Shared Storage", "brief_description" : "Error messages popped up on desktop", "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" : "2024-02-01 14:16:48", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Joe Raymond", "issue" : "PC Tool having issues...", "resolution" : "Closed error boxes, initiated reboot to install Windows updates.", "sessions" : [ { "pk_session" : "t-73814", "eventdate" : "2024-02-01 14:16:48", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Closed error messages. Initiated reboot to install Windows updates." } ] } , { "number" : "24", "pk_support" : "22543", "platform" : "BMW Motorrad USA", "topic" : "RDC Tool", "brief_description" : "RDC tool needs to be commissioned", "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" : "2024-02-02 09:01:57", "statusdate" : "2024-02-02 09:03:40", "statuscloseddate" : "2024-02-02 09:03:40", "updated" : "2024-02-02 09:03:40", "agent" : "Stan Pascua", "issue" : "RDC tool needs to be commissioned", "resolution" : "BMW USB Tray Tool installed RDC Tool Commissioned.", "sessions" : [ { "pk_session" : "t-73815", "eventdate" : "2024-02-02 09:01:57", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64151", "eventdate" : "2024-02-02 09:02:07", "timeelapsed" : "0:00:08", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Andy called needs to commission RDC Tool" } , { "pk_session" : "c-64152", "eventdate" : "2024-02-02 09:03:26", "timeelapsed" : "0:01:28", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logge don to ISSSNEXT1 installed BMW USB Tray Tool, RDC Tool commissioned." } , { "pk_session" : "t-73816", "eventdate" : "2024-02-02 09:03:29", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot the issue" } , { "pk_session" : "t-73817", "eventdate" : "2024-02-02 09:03:40", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "25", "pk_support" : "22544", "platform" : "BMW North America", "topic" : "IMIBr2", "brief_description" : "IMBR2 needs to be updated", "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" : "2024-02-02 09:05:25", "statusdate" : "2024-02-02 10:18:10", "statuscloseddate" : "2024-02-02 10:18:10", "updated" : "2024-02-02 10:19:09", "agent" : "Stan Pascua", "issue" : "IMIBR2 needs to be updated", "resolution" : "Updated ISPI Admin client and IMIB MA software", "sessions" : [ { "pk_session" : "t-73818", "eventdate" : "2024-02-02 09:05:25", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64153", "eventdate" : "2024-02-02 09:06:03", "timeelapsed" : "0:00:37", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Chris called IMIBR2 needs to be updated." } , { "pk_session" : "c-64154", "eventdate" : "2024-02-02 09:06:54", "timeelapsed" : "0:01:28", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to IMIBr2 updates ISPI Admin client and IMIB MA 10.36 system rebooting" } , { "pk_session" : "t-73819", "eventdate" : "2024-02-02 09:06:56", "timeelapsed" : "30", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot the issue" } , { "pk_session" : "t-73820", "eventdate" : "2024-02-02 09:07:08", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73821", "eventdate" : "2024-02-02 10:19:09", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "26", "pk_support" : "22545", "platform" : "BMW Motorrad USA", "topic" : "FASTA not transmitting", "brief_description" : "FASTA data not transmitting", "priority" : "2", "status" : "closed", "location" : "Adventure BMW-Motorcycle Shop", "ounum" : "", "agcode" : "20746", "nacode" : "", "canum" : "", "contact" : "Nolan Blanco", "phone" : "(757) 523-7055", "email" : "service@adventurebmw.com", "mobile" : "(757) 332 0633", "created" : "2024-02-06 09:53:52", "statusdate" : "", "statuscloseddate" : "", "updated" : "2024-02-06 09:55:02", "agent" : "Stan Pascua", "issue" : "FASTA data not transmitting.", "resolution" : "Send documentation regarding sending FASTA manually. recommend he creates a ticket in the ISPI Cockpit", "sessions" : [ { "pk_session" : "t-73822", "eventdate" : "2024-02-06 09:53:52", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64155", "eventdate" : "2024-02-06 09:54:48", "timeelapsed" : "0:00:55", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Nolan called missing FASTA data. recommend he sends the DATA Manually.documentation sent" } , { "pk_session" : "t-73823", "eventdate" : "2024-02-06 09:55:02", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "27", "pk_support" : "22546", "platform" : "BMW Motorrad USA", "topic" : "AIR Client", "brief_description" : "AIR Client does not open on GETAC tablet", "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" : "2024-02-07 09:56:27", "statusdate" : "2024-02-07 10:23:56", "statuscloseddate" : "2024-02-07 10:23:56", "updated" : "2024-02-07 10:24:53", "agent" : "Stan Pascua", "issue" : "AIR Client does not open", "resolution" : "Windows updates installed uninstalled AIR and installed prior version and let it update automatically AIR Client opened and configured", "sessions" : [ { "pk_session" : "t-73824", "eventdate" : "2024-02-07 09:56:27", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64156", "eventdate" : "2024-02-07 09:57:10", "timeelapsed" : "0:00:42", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Jim called AIR Client does not open" } , { "pk_session" : "c-64157", "eventdate" : "2024-02-07 09:57:43", "timeelapsed" : "0:01:16", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to GETAC tablet Windows updates installing" } , { "pk_session" : "t-73825", "eventdate" : "2024-02-07 09:57:55", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73826", "eventdate" : "2024-02-07 10:00:37", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73827", "eventdate" : "2024-02-07 10:23:56", "timeelapsed" : "23", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64158", "eventdate" : "2024-02-07 10:24:52", "timeelapsed" : "0:00:55", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "After reboot AIR still failed to open. Uninstalled AIR installed prior version and let it update automatically." } , { "pk_session" : "t-73828", "eventdate" : "2024-02-07 10:24:53", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "28", "pk_support" : "22547", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA failed to open", "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" : "2024-02-08 09:35:32", "statusdate" : "2024-02-08 10:13:25", "statuscloseddate" : "2024-02-08 10:13:25", "updated" : "2024-02-08 10:13:25", "agent" : "Stan Pascua", "issue" : "ISTA failed to open. ISPI Admin client corrupt. IPSoutdated", "resolution" : "Uninstalled ISPI Admin Client and reinstalled. Needs to be registered and configured", "sessions" : [ { "pk_session" : "t-73829", "eventdate" : "2024-02-08 09:35:32", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64159", "eventdate" : "2024-02-08 09:36:01", "timeelapsed" : "0:00:28", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call ISTA failed to open" } , { "pk_session" : "c-64160", "eventdate" : "2024-02-08 09:37:02", "timeelapsed" : "0:01:28", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC ISPI Admin client corrupt. Uninstalled and reinstalled ISPI Admin Client needs to be registered and configured. IPS is outdated" } , { "pk_session" : "t-73830", "eventdate" : "2024-02-08 09:37:04", "timeelapsed" : "5", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot the issue" } , { "pk_session" : "t-73831", "eventdate" : "2024-02-08 09:37:16", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "29", "pk_support" : "22548", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support configure 2 DELL PC for ISPI", "priority" : "2", "status" : "closed", "location" : "Long Beach BMW Motorcycles-Main Dealership", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Jeff Whitmer", "phone" : "", "email" : "", "mobile" : "", "created" : "2024-02-13 05:06:27", "statusdate" : "", "statuscloseddate" : "", "updated" : "2024-02-13 05:10:25", "agent" : "Stan Pascua", "issue" : "Configure 2 DELL PCs for ISPI. BBMW014 and BBMW015", "resolution" : "Both DELL PCs configured for ISPI. ISPI Admin, AIR, IRAP, BMW USB Tray Tool. ISTA/P, ISTA Launcher and ISTA installed", "sessions" : [ { "pk_session" : "t-73832", "eventdate" : "2024-02-13 05:06:27", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64161", "eventdate" : "2024-02-13 05:07:10", "timeelapsed" : "0:00:42", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Kenny called has 2 new DELL he needs to configure for ISPI" } , { "pk_session" : "c-64162", "eventdate" : "2024-02-13 05:09:51", "timeelapsed" : "0:03:23", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to both PCs and configured for ISPI. ISPI Admin, AIR, IRAP, USB Tray Tool, ISTA/P, ISTA Launcher and ISTA installed" } , { "pk_session" : "t-73833", "eventdate" : "2024-02-13 05:09:53", "timeelapsed" : "600", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Configure PCs for ISPI" } , { "pk_session" : "t-73834", "eventdate" : "2024-02-13 05:10:25", "timeelapsed" : "4", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "30", "pk_support" : "22549", "platform" : "BMW North America", "topic" : "ISTA/P Client - Fails to connect to ICOM", "brief_description" : "ICOM failed to ISTA/P", "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" : "2024-02-14 11:27:20", "statusdate" : "", "statuscloseddate" : "", "updated" : "2024-02-14 11:33:21", "agent" : "Stan Pascua", "issue" : "ICOM fails to connect to ICOM", "resolution" : "Checked configuration of the ICOM had to enter the ICOM IP 10.1.133.84 ICOM able to connect to ISTA/P", "sessions" : [ { "pk_session" : "t-73835", "eventdate" : "2024-02-14 11:27:20", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "hris ISTA/P failed to connect to ICOM" } , { "pk_session" : "c-64163", "eventdate" : "2024-02-14 11:27:52", "timeelapsed" : "0:00:31", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Chris called ICOM fails to connect to ISTA/P" } , { "pk_session" : "t-73836", "eventdate" : "2024-02-14 11:30:46", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot the issue" } , { "pk_session" : "t-73837", "eventdate" : "2024-02-14 11:31:25", "timeelapsed" : "4", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64164", "eventdate" : "2024-02-14 11:33:20", "timeelapsed" : "0:01:54", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISID3 check ICOM configuration OK. Opened ISTA/P created session still did not detect the ICOM. manually inputted the ICOM's IP 10.1.133.84 session started." } , { "pk_session" : "t-73838", "eventdate" : "2024-02-14 11:33:21", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "31", "pk_support" : "22550", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support commission new devices", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Michael Kiley", "phone" : "920-347-9144", "email" : "mkiley@tytlerscycle.com", "mobile" : "", "created" : "2024-02-14 14:27:37", "statusdate" : "", "statuscloseddate" : "", "updated" : "2024-02-14 14:30:02", "agent" : "Stan Pascua", "issue" : "commission new devices", "resolution" : "Both SS and Laptop registered and configured . Windows updates installed and SS mapped.", "sessions" : [ { "pk_session" : "t-73839", "eventdate" : "2024-02-14 14:27:37", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64165", "eventdate" : "2024-02-14 14:28:13", "timeelapsed" : "0:00:35", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Mike called wants to commission their new devices" } , { "pk_session" : "c-64166", "eventdate" : "2024-02-14 14:29:50", "timeelapsed" : "0:02:11", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS configured and registered. Windows updates installed. Logged on to Laptop configured and registered Windows updates installed and initiated ISTA/P install" } , { "pk_session" : "t-73840", "eventdate" : "2024-02-14 14:29:51", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot the issue" } , { "pk_session" : "t-73841", "eventdate" : "2024-02-14 14:30:02", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "32", "pk_support" : "22551", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support commission new devices", "priority" : "2", "status" : "closed", "location" : "Adventure BMW-Motorcycle Shop", "ounum" : "", "agcode" : "20746", "nacode" : "", "canum" : "", "contact" : "Nolan Blanco", "phone" : "(757) 523-7055", "email" : "service@adventurebmw.com", "mobile" : "(757) 332 0633", "created" : "2024-02-14 14:50:59", "statusdate" : "", "statuscloseddate" : "", "updated" : "2024-02-14 14:53:12", "agent" : "Stan Pascua", "issue" : "commission new devices", "resolution" : "SS and Shop PC configured registered and Windows updates installed", "sessions" : [ { "pk_session" : "t-73842", "eventdate" : "2024-02-14 14:50:59", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64167", "eventdate" : "2024-02-14 14:51:42", "timeelapsed" : "0:00:42", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Nolan sent a text ready to commission both devices" } , { "pk_session" : "c-64168", "eventdate" : "2024-02-14 14:52:58", "timeelapsed" : "0:01:58", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS configured and registered. Logged on to Shop PC mapped the drive registered and configured. Setup printer. Windows updates installed" } , { "pk_session" : "t-73843", "eventdate" : "2024-02-14 14:53:01", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot the issue" } , { "pk_session" : "t-73844", "eventdate" : "2024-02-14 14:53:12", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "33", "pk_support" : "22552", "platform" : "BMW Motorrad USA", "topic" : "ISTA", "brief_description" : "ISTA ICOM cannot to bike", "priority" : "2", "status" : "closed", "location" : "VI Powersports-Motorcycle Dealership", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Norm Zulps", "phone" : "", "email" : "norm@vipowersports.com", "mobile" : "", "created" : "2024-02-15 13:29:18", "statusdate" : "", "statuscloseddate" : "", "updated" : "2024-02-15 13:32:02", "agent" : "Stan Pascua", "issue" : "ISTA ICOM cannot to bike Status ", "resolution" : "ICOM Firmware updated", "sessions" : [ { "pk_session" : "t-73845", "eventdate" : "2024-02-15 13:29:18", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64169", "eventdate" : "2024-02-15 13:30:23", "timeelapsed" : "0:01:04", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a call ISTA cannot connect to ICOM" } , { "pk_session" : "c-64170", "eventdate" : "2024-02-15 13:31:14", "timeelapsed" : "0:01:55", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC. ICOM status Firmware. Updated Firmare" } , { "pk_session" : "t-73846", "eventdate" : "2024-02-15 13:31:16", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot the issue" } , { "pk_session" : "t-73847", "eventdate" : "2024-02-15 13:31:29", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "34", "pk_support" : "22553", "platform" : "BMW Motorrad USA", "topic" : "ISPS", "brief_description" : "ISPS expired", "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" : "2024-02-16 11:30:39", "statusdate" : "2024-02-16 16:31:37", "statuscloseddate" : "2024-02-16 16:31:37", "updated" : "2024-02-16 16:31:37", "agent" : "Stan Pascua", "issue" : "ISPS expired", "resolution" : "Latest IPS copied to DATA folder. Needs to be install after hours", "sessions" : [ { "pk_session" : "t-73849", "eventdate" : "2024-02-16 11:30:39", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64172", "eventdate" : "2024-02-16 11:31:07", "timeelapsed" : "0:00:27", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Derek called IPS has expired" } , { "pk_session" : "c-64173", "eventdate" : "2024-02-16 11:32:04", "timeelapsed" : "0:01:24", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to HUB copied latest IPS to DATA folder. downloading the Windows updates will require a reboot." } , { "pk_session" : "t-73850", "eventdate" : "2024-02-16 11:32:06", "timeelapsed" : "5", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot the issue" } ] } , { "number" : "35", "pk_support" : "22554", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISTA expired on Panasonic laptop", "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" : "2024-02-16 11:34:45", "statusdate" : "2024-02-16 16:31:14", "statuscloseddate" : "2024-02-16 16:31:14", "updated" : "2024-02-16 16:31:17", "agent" : "Stan Pascua", "issue" : "ISTA has expired on Panasonic laptop", "resolution" : "Initiated ISTA update on Panasonic laptop", "sessions" : [ { "pk_session" : "t-73851", "eventdate" : "2024-02-16 11:34:45", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64174", "eventdate" : "2024-02-16 11:35:10", "timeelapsed" : "0:00:24", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call ISTA failed to open" } , { "pk_session" : "c-64175", "eventdate" : "2024-02-16 11:35:57", "timeelapsed" : "0:01:10", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Panasonic laptop current version has expired. Initiated ISTA update" } , { "pk_session" : "t-73852", "eventdate" : "2024-02-16 11:35:58", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot the issue" } , { "pk_session" : "t-73853", "eventdate" : "2024-02-16 11:36:10", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "36", "pk_support" : "22555", "platform" : "BMW Motorrad USA", "topic" : "ISPI/NEXT TOOLS INSTALLATION", "brief_description" : "Needs guidance to get new tools running.", "priority" : "2", "status" : "active", "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" : "2024-02-20 11:10:33", "statusdate" : "", "statuscloseddate" : "0000-00-00 00:00:00", "updated" : "", "agent" : "Joe Raymond", "issue" : "", "resolution" : "", "sessions" : [ { "pk_session" : "t-73854", "eventdate" : "2024-02-20 10:40:33", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64176", "eventdate" : "2024-02-20 11:11:00", "timeelapsed" : "0:00:26", "sessiontype" : "phone", "personcontacting" : "Joe Raymond", "eventcontent" : "Guidance to install new tools" } ] } , { "number" : "37", "pk_support" : "22556", "platform" : "BMW North America", "topic" : "Workshop Subnet reconfiguration", "brief_description" : "Lithia bought out store. Replacing switches and re-configuring the workshop subnet.", "priority" : "2", "status" : "active", "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" : "2024-02-25 13:11:38", "statusdate" : "2024-02-25 13:11:48", "statuscloseddate" : "0000-00-00 00:00:00", "updated" : "2024-02-25 13:11:48", "agent" : "Joe Raymond", "issue" : "", "resolution" : "", "sessions" : [ { "pk_session" : "t-73855", "eventdate" : "2024-02-25 09:31:38", "timeelapsed" : "210", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Started reconfig and lost connectivity. Switch went down and waited for reconnection to ISPA Hub. Got in and reconfigured the cockpit settings for the new shop subnet. Reset the NAS to reflect new address and rebooted hub & NAS. Ran Health Checks and everything BUT KAI runs fine. Tried multiple things to attempt to get it to run, but all failed. Finally submitted a trouble ticket for the error, waiting for response from AG" } , { "pk_session" : "c-64177", "eventdate" : "2024-02-25 13:12:28", "timeelapsed" : "0:00:38", "sessiontype" : "email", "personcontacting" : "Joe Raymond", "eventcontent" : "Workshop subnet getting reconfigured for the buy/sell" } ] } , { "number" : "38", "pk_support" : "22557", "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" : "2024-02-26 09:20:17", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Stan Pascua", "issue" : "ICOM Firmware", "resolution" : "ICOM Firmware updated", "sessions" : [ { "pk_session" : "t-73856", "eventdate" : "2024-02-26 09:20:17", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64178", "eventdate" : "2024-02-26 09:20:40", "timeelapsed" : "0:00:22", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Drew ICOM failed to connect" } , { "pk_session" : "c-64179", "eventdate" : "2024-02-26 09:21:14", "timeelapsed" : "0:00:56", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "ICOM required Firmware update. ICOM Firmware updated" } , { "pk_session" : "t-73857", "eventdate" : "2024-02-26 09:21:16", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot the issue" } ] } , { "number" : "39", "pk_support" : "22558", "platform" : "BMW Motorrad USA", "topic" : "ICOM Firmware", "brief_description" : "ICOM Firmware", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "John Newsome", "phone" : "", "email" : "john.s.newsome@gmail.com", "mobile" : "678-637-3474", "created" : "2024-02-27 08:53:52", "statusdate" : "", "statuscloseddate" : "", "updated" : "2024-02-27 08:55:26", "agent" : "Stan Pascua", "issue" : "ICOM Firmware", "resolution" : "ICOM Firmware updated", "sessions" : [ { "pk_session" : "t-73858", "eventdate" : "2024-02-27 08:53:52", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64180", "eventdate" : "2024-02-27 08:54:34", "timeelapsed" : "0:00:41", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "John called ICOM requires Firmware update after ISTA update" } , { "pk_session" : "c-64181", "eventdate" : "2024-02-27 08:55:08", "timeelapsed" : "0:01:15", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC ICOM Firmware updated" } , { "pk_session" : "t-73859", "eventdate" : "2024-02-27 08:55:10", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot the issue" } , { "pk_session" : "t-73860", "eventdate" : "2024-02-27 08:55:26", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "40", "pk_support" : "22559", "platform" : "BMW Motorrad USA", "topic" : "ICOM Firmware", "brief_description" : "ICOM Firmware required on 2 ICOMs", "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" : "2024-02-27 10:12:45", "statusdate" : "", "statuscloseddate" : "", "updated" : "2024-02-27 10:14:26", "agent" : "Stan Pascua", "issue" : "ICOM Firmware required on 2ICOMs", "resolution" : "ICOM firmware updated on both ICOMs.", "sessions" : [ { "pk_session" : "t-73861", "eventdate" : "2024-02-27 10:12:45", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64182", "eventdate" : "2024-02-27 10:13:19", "timeelapsed" : "0:00:33", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Andy called both ICOMs require Firmware update" } , { "pk_session" : "c-64183", "eventdate" : "2024-02-27 10:13:54", "timeelapsed" : "0:01:08", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC updated both ICOM Firmware" } , { "pk_session" : "t-73862", "eventdate" : "2024-02-27 10:13:56", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ICOM Firmware" } , { "pk_session" : "t-73863", "eventdate" : "2024-02-27 10:14:26", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "41", "pk_support" : "22560", "platform" : "BMW Motorrad USA", "topic" : "ICOM Firmware", "brief_description" : "ICOM Firmware required on 2 ICOMs", "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" : "2024-02-27 13:00:32", "statusdate" : "", "statuscloseddate" : "", "updated" : "2024-02-27 13:01:53", "agent" : "Stan Pascua", "issue" : "ICOM Firmware required on 2 ICOMs", "resolution" : "ICOM firmware done on 2 ICOMs", "sessions" : [ { "pk_session" : "t-73865", "eventdate" : "2024-02-27 13:00:32", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64184", "eventdate" : "2024-02-27 13:01:07", "timeelapsed" : "0:00:34", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Eric called ICOM requires Firmware update" } , { "pk_session" : "c-64185", "eventdate" : "2024-02-27 13:01:35", "timeelapsed" : "0:01:01", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC updated both ICOMs" } , { "pk_session" : "t-73866", "eventdate" : "2024-02-27 13:01:36", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ICOM Firmware" } , { "pk_session" : "t-73867", "eventdate" : "2024-02-27 13:01:53", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "42", "pk_support" : "22561", "platform" : "BMW Motorrad USA", "topic" : "ICOM Firmware", "brief_description" : "ICOM Firmware", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Justin Roberts", "phone" : "828-255-6600", "email" : "", "mobile" : "828-329-6882", "created" : "2024-02-28 08:39:04", "statusdate" : "", "statuscloseddate" : "", "updated" : "2024-02-28 08:40:34", "agent" : "Stan Pascua", "issue" : "ICOM Firmware", "resolution" : "ICOM Firmware updated", "sessions" : [ { "pk_session" : "t-73868", "eventdate" : "2024-02-28 08:39:04", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64186", "eventdate" : "2024-02-28 08:39:42", "timeelapsed" : "0:00:36", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Justin called ICOM Firmware require after ISTA update" } , { "pk_session" : "c-64187", "eventdate" : "2024-02-28 08:40:17", "timeelapsed" : "0:01:12", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC ICOM Firmware updated." } , { "pk_session" : "t-73869", "eventdate" : "2024-02-28 08:40:19", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ICOM Firmware" } , { "pk_session" : "t-73870", "eventdate" : "2024-02-28 08:40:34", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "43", "pk_support" : "22562", "platform" : "BMW Motorrad USA", "topic" : "ICOM Firmware", "brief_description" : "ICOM Firmware", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Stephen Kolicko", "phone" : "843-355-4600", "email" : "skolicko@gmail.com", "mobile" : "980-866-2926", "created" : "2024-03-01 08:39:37", "statusdate" : "", "statuscloseddate" : "", "updated" : "2024-03-01 08:40:59", "agent" : "Stan Pascua", "issue" : "ICOM Firmware", "resolution" : "ICOM Firmware updated", "sessions" : [ { "pk_session" : "t-73871", "eventdate" : "2024-03-01 08:39:37", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64188", "eventdate" : "2024-03-01 08:40:08", "timeelapsed" : "0:00:29", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a call ICOM Firmware required" } , { "pk_session" : "c-64189", "eventdate" : "2024-03-01 08:40:41", "timeelapsed" : "0:01:01", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC ICOM Firmware updated" } , { "pk_session" : "t-73872", "eventdate" : "2024-03-01 08:40:42", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ICOM Firmware" } , { "pk_session" : "t-73873", "eventdate" : "2024-03-01 08:40:59", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "44", "pk_support" : "22563", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support ISTA files not downloading", "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" : "2024-03-01 13:14:45", "statusdate" : "", "statuscloseddate" : "", "updated" : "2024-03-01 13:16:47", "agent" : "Stan Pascua", "issue" : "ISTA files not downloading", "resolution" : "SS not online. SS powered on and check for Downloads files are in the Download queue", "sessions" : [ { "pk_session" : "t-73874", "eventdate" : "2024-03-01 13:14:45", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64190", "eventdate" : "2024-03-01 13:15:19", "timeelapsed" : "0:00:33", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Herman called ISTA files not downloading" } , { "pk_session" : "c-64191", "eventdate" : "2024-03-01 13:16:31", "timeelapsed" : "0:01:44", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS device was offline. Once it got online check for Downloads. files are in the Download queue." } , { "pk_session" : "t-73875", "eventdate" : "2024-03-01 13:16:37", "timeelapsed" : "5", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot the issue" } , { "pk_session" : "t-73876", "eventdate" : "2024-03-01 13:16:47", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "45", "pk_support" : "22564", "platform" : "BMW Motorrad USA", "topic" : "ICOM Firmware", "brief_description" : "ICOM Firmware", "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" : "2024-03-01 14:12:09", "statusdate" : "", "statuscloseddate" : "", "updated" : "2024-03-01 14:17:22", "agent" : "Stan Pascua", "issue" : "ICOM Firmware", "resolution" : "ICOM Firmware updatd", "sessions" : [ { "pk_session" : "t-73877", "eventdate" : "2024-03-01 14:12:09", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64192", "eventdate" : "2024-03-01 14:16:30", "timeelapsed" : "0:04:20", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "William called having issues connecting to ICOM" } , { "pk_session" : "c-64193", "eventdate" : "2024-03-01 14:17:06", "timeelapsed" : "0:04:56", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to their laptop updated ICOM Firmware." } , { "pk_session" : "t-73878", "eventdate" : "2024-03-01 14:17:09", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ICOM Firmware" } , { "pk_session" : "t-73879", "eventdate" : "2024-03-01 14:17:22", "timeelapsed" : "5", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "46", "pk_support" : "22565", "platform" : "BMW North America", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support SS not accessible", "priority" : "2", "status" : "closed", "location" : "German Auto Center-Main Shop", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Dustie Michael", "phone" : "(760) 741-3905", "email" : "escondidogermanauto@gmail.com", "mobile" : "", "created" : "2024-03-04 11:14:36", "statusdate" : "", "statuscloseddate" : "", "updated" : "2024-03-04 11:16:23", "agent" : "Stan Pascua", "issue" : "SS not accessible", "resolution" : "Device registered ISTA Launcher updated and ISTA update initiated. Windows updates installed", "sessions" : [ { "pk_session" : "t-73880", "eventdate" : "2024-03-04 11:14:36", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64194", "eventdate" : "2024-03-04 11:15:05", "timeelapsed" : "0:00:27", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a call SS not accessible" } , { "pk_session" : "c-64195", "eventdate" : "2024-03-04 11:16:11", "timeelapsed" : "0:01:33", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Laptop device not registered. Registered device updated ISTA Launcher and initiated ISTA update. Windows updates installed" } , { "pk_session" : "t-73881", "eventdate" : "2024-03-04 11:16:12", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot the issue" } , { "pk_session" : "t-73882", "eventdate" : "2024-03-04 11:16:23", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "47", "pk_support" : "22566", "platform" : "BMW North America", "topic" : "ISPI/NEXT TOOLS INSTALLATION", "brief_description" : "Help installing new equipment", "priority" : "2", "status" : "active", "location" : "Rolls-Royce Motor Cars North Houston-Main Dealership", "ounum" : "", "agcode" : "", "nacode" : "44744", "canum" : "", "contact" : "Michael Machauer", "phone" : "", "email" : "mmachauer@rolls-roycemotorcarsnorthhouston.com ", "mobile" : "", "created" : "2024-03-05 11:15:03", "statusdate" : "", "statuscloseddate" : "0000-00-00 00:00:00", "updated" : "", "agent" : "Joe Raymond", "issue" : "", "resolution" : "", "sessions" : [ { "pk_session" : "t-73883", "eventdate" : "2024-03-05 09:01:03", "timeelapsed" : "45", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Copied server files to NAS, shut down server and powered up new hub. Registered system, copied IPS & KAI files over, re-IP'd server to .9 and passes all Health Checks. Waiting for downloads to finish before I go any further." } ] } , { "number" : "48", "pk_support" : "22567", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT support ISTA expired and IPS needs to be updated", "priority" : "2", "status" : "closed", "location" : "Headingley Sport Shop-Motorcycle Shop", "ounum" : "", "agcode" : "51334", "nacode" : "", "canum" : "", "contact" : "Mindy Cole", "phone" : "204-889-5377 Ext 210", "email" : "mindy@headingleysport.com", "mobile" : "", "created" : "2024-03-08 09:15:04", "statusdate" : "2024-03-12 10:49:30", "statuscloseddate" : "2024-03-12 10:49:30", "updated" : "2024-03-12 10:49:30", "agent" : "Stan Pascua", "issue" : "ISTA expired and IPS requires an update", "resolution" : "Initiated ISTA 4.46 update and will update IPS after hours.", "sessions" : [ { "pk_session" : "t-73884", "eventdate" : "2024-03-08 09:15:04", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64196", "eventdate" : "2024-03-08 09:15:39", "timeelapsed" : "0:00:34", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Mindy called ISTA issue fails to open" } , { "pk_session" : "c-64197", "eventdate" : "2024-03-08 09:16:40", "timeelapsed" : "0:01:35", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to G9 ISTA has expired. Initiated ISTA 4.446 update, SS requires IPS update will be done after hours." } , { "pk_session" : "t-73885", "eventdate" : "2024-03-08 09:16:43", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot the issue" } , { "pk_session" : "t-73886", "eventdate" : "2024-03-08 09:17:02", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64208", "eventdate" : "2024-03-12 10:49:15", "timeelapsed" : "0:00:52", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "ICOM Firmware updated" } , { "pk_session" : "t-73902", "eventdate" : "2024-03-12 10:49:17", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ICOM Firmware" } , { "pk_session" : "t-73903", "eventdate" : "2024-03-12 10:49:30", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "49", "pk_support" : "22568", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support SS not reachable .", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Matthew Bunchberger", "phone" : "", "email" : "mbunchberger#tytlerscycle.com", "mobile" : "920-850-8070", "created" : "2024-03-08 11:24:51", "statusdate" : "2024-03-11 07:29:30", "statuscloseddate" : "2024-03-11 07:29:30", "updated" : "2024-03-11 07:29:30", "agent" : "Stan Pascua", "issue" : "SS not reachable", "resolution" : "SS was offline. SS power on SS reachable. files are in the Download queue", "sessions" : [ { "pk_session" : "t-73887", "eventdate" : "2024-03-08 11:24:51", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64198", "eventdate" : "2024-03-08 11:25:31", "timeelapsed" : "0:00:38", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a text SS not reachable" } , { "pk_session" : "c-64199", "eventdate" : "2024-03-08 11:27:27", "timeelapsed" : "0:02:34", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to the premium tablet. SS not reachable. Checked shared storage device was offline. System powered on and checked for Downloads, files are in the Download queue. SS reachable on all devices" } , { "pk_session" : "t-73888", "eventdate" : "2024-03-08 11:27:29", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot the issue" } , { "pk_session" : "t-73889", "eventdate" : "2024-03-08 11:27:43", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "50", "pk_support" : "22569", "platform" : "BMW Motorrad USA", "topic" : "IMIB MA", "brief_description" : "IMIB MA software not installed", "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" : "2024-03-08 13:23:33", "statusdate" : "", "statuscloseddate" : "", "updated" : "2024-03-08 13:24:54", "agent" : "Stan Pascua", "issue" : "IMIB Software not installed", "resolution" : "IMIB MA software installed on G9.", "sessions" : [ { "pk_session" : "t-73890", "eventdate" : "2024-03-08 13:23:33", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64200", "eventdate" : "2024-03-08 13:24:08", "timeelapsed" : "0:00:33", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a call IMIB MA software needs to be installed" } , { "pk_session" : "c-64201", "eventdate" : "2024-03-08 13:24:41", "timeelapsed" : "0:01:06", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to G9 IMIB MA software installed" } , { "pk_session" : "t-73891", "eventdate" : "2024-03-08 13:24:44", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot the issue" } , { "pk_session" : "t-73892", "eventdate" : "2024-03-08 13:24:54", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "51", "pk_support" : "22570", "platform" : "BMW Motorrad USA", "topic" : "ICOM Firmware", "brief_description" : "ICOM Firmware required", "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" : "2024-03-08 16:51:30", "statusdate" : "", "statuscloseddate" : "", "updated" : "2024-03-08 16:53:04", "agent" : "Stan Pascua", "issue" : "ICOM firmware required", "resolution" : "ICOM Firmware updated", "sessions" : [ { "pk_session" : "t-73893", "eventdate" : "2024-03-08 16:51:30", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64202", "eventdate" : "2024-03-08 16:52:24", "timeelapsed" : "0:00:53", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "received a email from Tylor ICOM requires firmware update" } , { "pk_session" : "c-64203", "eventdate" : "2024-03-08 16:52:52", "timeelapsed" : "0:01:21", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to G9 ICOM firmware updated." } , { "pk_session" : "t-73894", "eventdate" : "2024-03-08 16:52:54", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot the issue" } , { "pk_session" : "t-73895", "eventdate" : "2024-03-08 16:53:04", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "52", "pk_support" : "22571", "platform" : "BMW Motorrad USA", "topic" : "ICOM Firmware", "brief_description" : "ICOM Firmware ICOM A2", "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" : "2024-03-12 10:09:28", "statusdate" : "", "statuscloseddate" : "", "updated" : "2024-03-12 10:10:58", "agent" : "Stan Pascua", "issue" : "ICOM A2 firmware", "resolution" : "ICOM Firmware updated", "sessions" : [ { "pk_session" : "t-73896", "eventdate" : "2024-03-12 10:09:28", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64204", "eventdate" : "2024-03-12 10:10:05", "timeelapsed" : "0:00:35", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "received a email from Peter ICOM requires Firmware update" } , { "pk_session" : "c-64205", "eventdate" : "2024-03-12 10:10:31", "timeelapsed" : "0:01:01", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "ICOM A2 Firmware updated" } , { "pk_session" : "t-73897", "eventdate" : "2024-03-12 10:10:34", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ICOM Firmware" } , { "pk_session" : "t-73898", "eventdate" : "2024-03-12 10:10:50", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "53", "pk_support" : "22572", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISTA update 4.46.x", "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" : "2024-03-12 10:45:44", "statusdate" : "2024-03-14 22:10:13", "statuscloseddate" : "2024-03-14 22:10:13", "updated" : "2024-03-14 22:10:13", "agent" : "Stan Pascua", "issue" : "ISTA update. IPS needs to be updated and Cannot access HUB or new G6 desktop", "resolution" : "ISTA update initiated. IPS updated", "sessions" : [ { "pk_session" : "t-73899", "eventdate" : "2024-03-12 10:45:44", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64206", "eventdate" : "2024-03-12 10:46:26", "timeelapsed" : "0:00:41", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "Receiveda email from Richard, ISTA needs to be updated on ISID1." } , { "pk_session" : "c-64207", "eventdate" : "2024-03-12 10:47:04", "timeelapsed" : "0:01:19", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISID1 initiated ISTA 4.46.2x update" } , { "pk_session" : "t-73900", "eventdate" : "2024-03-12 10:47:06", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot the issue" } , { "pk_session" : "t-73901", "eventdate" : "2024-03-12 10:48:12", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "54", "pk_support" : "22573", "platform" : "BMW North America", "topic" : "ICOM Firmware", "brief_description" : "ICOM Firmware on 1 ICOM A2 and 2 ICOMNEXT", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Michael Shattuck", "phone" : "843-385-4000", "email" : "", "mobile" : "", "created" : "2024-03-12 12:17:12", "statusdate" : "", "statuscloseddate" : "", "updated" : "2024-03-12 12:18:41", "agent" : "Stan Pascua", "issue" : "ICOM Firmware on ICOMs", "resolution" : "ICOM Firmware updated on 3 ICOMs", "sessions" : [ { "pk_session" : "t-73904", "eventdate" : "2024-03-12 12:17:12", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64209", "eventdate" : "2024-03-12 12:17:46", "timeelapsed" : "0:00:33", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call 3 ICOMs require Firmware update" } , { "pk_session" : "c-64210", "eventdate" : "2024-03-12 12:18:27", "timeelapsed" : "0:01:13", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Laptop updates Firmware on 1 ICOM A2 and 2 ICOMNEXT" } , { "pk_session" : "t-73905", "eventdate" : "2024-03-12 12:18:29", "timeelapsed" : "40", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ICOM Firmware" } , { "pk_session" : "t-73906", "eventdate" : "2024-03-12 12:18:41", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "55", "pk_support" : "22574", "platform" : "BMW Motorrad USA", "topic" : "RDC Tool", "brief_description" : "RDC Tool installation", "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" : "2024-03-12 15:53:15", "statusdate" : "", "statuscloseddate" : "", "updated" : "2024-03-12 15:54:47", "agent" : "Stan Pascua", "issue" : "RDC Tool installation", "resolution" : "Installed BMW USB tray Tool RDC Tool installed", "sessions" : [ { "pk_session" : "t-73907", "eventdate" : "2024-03-12 15:53:15", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64211", "eventdate" : "2024-03-12 15:53:44", "timeelapsed" : "0:00:27", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Mike called needs t activate RDC Tool" } , { "pk_session" : "c-64212", "eventdate" : "2024-03-12 15:54:31", "timeelapsed" : "0:01:14", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to G( updated BMW USB Tray Tool RDC Toll activated." } , { "pk_session" : "t-73908", "eventdate" : "2024-03-12 15:54:35", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot the issue" } , { "pk_session" : "t-73909", "eventdate" : "2024-03-12 15:54:47", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "56", "pk_support" : "22575", "platform" : "BMW North America", "topic" : "Key Reader", "brief_description" : "need help installing keyreader", "priority" : "2", "status" : "closed", "location" : "BMW of Bend (was Carrera Motors BMW)-Main Dealership", "ounum" : "", "agcode" : "40807", "nacode" : "40807", "canum" : "", "contact" : "Dan Horton", "phone" : "", "email" : "danh@carreramotors.com", "mobile" : "", "created" : "2024-03-12 15:56:18", "statusdate" : "", "statuscloseddate" : "", "updated" : "", "agent" : "Mark Watson", "issue" : "Uploader was not yet installed", "resolution" : "installed uploader, checked function, refreshed AWP. Keyreader working normally.", "sessions" : [ { "pk_session" : "t-73910", "eventdate" : "2024-03-12 15:56:18", "timeelapsed" : "17", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "57", "pk_support" : "22576", "platform" : "BMW North America", "topic" : "ISTA - Installation PC Client.", "brief_description" : "ISTA Launcher failed to install ISTA path not found", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Jordan Lombard", "phone" : "", "email" : "", "mobile" : "973-902-5518", "created" : "2024-03-12 16:00:42", "statusdate" : "", "statuscloseddate" : "", "updated" : "2024-03-12 16:02:44", "agent" : "Stan Pascua", "issue" : "ISTA Launcher failed to install ISTA Path not found", "resolution" : "Compass Solution 52198 resolved the issue", "sessions" : [ { "pk_session" : "t-73911", "eventdate" : "2024-03-12 16:00:42", "timeelapsed" : "3", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64213", "eventdate" : "2024-03-12 16:01:18", "timeelapsed" : "0:00:35", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Jordan called ISTA failed to install path not found" } , { "pk_session" : "c-64214", "eventdate" : "2024-03-12 16:02:28", "timeelapsed" : "0:01:45", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on t Shop PC Compass Solution 52198 resolved the issue." } , { "pk_session" : "t-73912", "eventdate" : "2024-03-12 16:02:31", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot the issue" } , { "pk_session" : "t-73913", "eventdate" : "2024-03-12 16:02:44", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "58", "pk_support" : "22577", "platform" : "BMW North America", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support files are not Downloading", "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" : "2024-03-12 16:31:48", "statusdate" : "", "statuscloseddate" : "", "updated" : "2024-03-12 16:33:57", "agent" : "Stan Pascua", "issue" : "ISPI Files are not Downloading", "resolution" : "Logged on to ISPAHUB checked ISPI Admin Client checked the Download Tab initiated the Download files are in the Download queue", "sessions" : [ { "pk_session" : "t-73914", "eventdate" : "2024-03-12 16:31:48", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64215", "eventdate" : "2024-03-12 16:32:18", "timeelapsed" : "0:00:28", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Nathan called ISPI files are not Downloading" } , { "pk_session" : "c-64216", "eventdate" : "2024-03-12 16:33:46", "timeelapsed" : "0:01:57", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to the ISPAHUB, checked the ISPI Admin client and shared storage for connectivity. Opened the Downloads tab and initiated the Download. ISPI Files are in the Download queue" } , { "pk_session" : "t-73915", "eventdate" : "2024-03-12 16:33:48", "timeelapsed" : "15", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot the issue" } , { "pk_session" : "t-73916", "eventdate" : "2024-03-12 16:33:57", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "59", "pk_support" : "22578", "platform" : "BMW Motorrad USA", "topic" : "IPS software", "brief_description" : "IPS 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" : "2024-03-13 10:30:45", "statusdate" : "", "statuscloseddate" : "", "updated" : "2024-03-13 10:33:05", "agent" : "Stan Pascua", "issue" : "IPS update", "resolution" : "IPS updated", "sessions" : [ { "pk_session" : "t-73917", "eventdate" : "2024-03-13 10:30:45", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64217", "eventdate" : "2024-03-13 10:31:45", "timeelapsed" : "0:00:59", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Brien called IPS needs to be uodted" } , { "pk_session" : "c-64218", "eventdate" : "2024-03-13 10:32:40", "timeelapsed" : "0:01:54", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to SS updated IPS" } , { "pk_session" : "t-73918", "eventdate" : "2024-03-13 10:32:43", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "IPS update" } , { "pk_session" : "t-73919", "eventdate" : "2024-03-13 10:33:05", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "60", "pk_support" : "22579", "platform" : "BMW Motorrad USA", "topic" : "ISPI NEXT Support", "brief_description" : "ISPINEXT Support add a PC to ISPI", "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" : "2024-03-14 13:58:57", "statusdate" : "", "statuscloseddate" : "", "updated" : "2024-03-14 14:00:57", "agent" : "Stan Pascua", "issue" : "Add new PC for ISPI use", "resolution" : "New PC SS drive mapped and device registered AIR and ETK Client installed", "sessions" : [ { "pk_session" : "t-73920", "eventdate" : "2024-03-14 13:58:57", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64219", "eventdate" : "2024-03-14 13:59:47", "timeelapsed" : "0:00:49", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "received a email from James, He wants to install AIR and ETK Client on his boss's PC" } , { "pk_session" : "c-64220", "eventdate" : "2024-03-14 14:00:43", "timeelapsed" : "0:01:45", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to his boss's PC mapped the drive. Installed ISPI Admin, AIR and ETK Client." } , { "pk_session" : "t-73921", "eventdate" : "2024-03-14 14:00:45", "timeelapsed" : "10", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot the issue" } , { "pk_session" : "t-73922", "eventdate" : "2024-03-14 14:00:57", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "61", "pk_support" : "22580", "platform" : "BMW Motorrad USA", "topic" : "ICOM Firmware", "brief_description" : "ICOM Firmware on ICOMA2 and ICOMNEXT", "priority" : "2", "status" : "closed", "location" : "", "ounum" : "", "agcode" : "", "nacode" : "", "canum" : "", "contact" : "Chris Hodge", "phone" : "", "email" : "hodge6479@gmail.com", "mobile" : "256-653-9493", "created" : "2024-03-15 08:50:39", "statusdate" : "", "statuscloseddate" : "", "updated" : "2024-03-15 08:52:18", "agent" : "Stan Pascua", "issue" : "ICOM Firmware on ICOMs", "resolution" : "ICOM Firmware updated on ICOM A2 and ICOMNEXT", "sessions" : [ { "pk_session" : "t-73923", "eventdate" : "2024-03-15 08:50:39", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64221", "eventdate" : "2024-03-15 08:51:15", "timeelapsed" : "0:00:34", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a call ICOM Firmware needs to be updated" } , { "pk_session" : "c-64222", "eventdate" : "2024-03-15 08:51:53", "timeelapsed" : "0:01:12", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC updated Firmware on ICOM A2 and ICOMNEXT" } , { "pk_session" : "t-73924", "eventdate" : "2024-03-15 08:51:59", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ICOM Firmware" } , { "pk_session" : "t-73925", "eventdate" : "2024-03-15 08:52:13", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "62", "pk_support" : "22581", "platform" : "BMW Motorrad USA", "topic" : "ICOM Firmware", "brief_description" : "ICOM Firmware on 4 ICOMNEXT", "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" : "2024-03-15 09:46:07", "statusdate" : "", "statuscloseddate" : "", "updated" : "2024-03-15 09:47:42", "agent" : "Stan Pascua", "issue" : "ICOM Firmware on 4 ICOMNEXT", "resolution" : "ICOM Firmware updated and configured on 4 ICOMNEXT", "sessions" : [ { "pk_session" : "t-73926", "eventdate" : "2024-03-15 09:46:07", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64223", "eventdate" : "2024-03-15 09:46:46", "timeelapsed" : "0:00:37", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "received a call ICOMNEXT requires Firmware update" } , { "pk_session" : "c-64224", "eventdate" : "2024-03-15 09:47:24", "timeelapsed" : "0:01:15", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to G9 updated and configured 4 ICOMEXT" } , { "pk_session" : "t-73927", "eventdate" : "2024-03-15 09:47:25", "timeelapsed" : "40", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ICOM Firmware" } , { "pk_session" : "t-73928", "eventdate" : "2024-03-15 09:47:42", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "63", "pk_support" : "22582", "platform" : "", "topic" : "ISTA", "brief_description" : "ISTA DELTA_SDP -4.46.20 file failed", "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" : "2024-03-15 10:59:07", "statusdate" : "2024-03-18 13:24:40", "statuscloseddate" : "2024-03-18 13:24:40", "updated" : "2024-03-18 13:24:40", "agent" : "Stan Pascua", "issue" : "SDP file failed", "resolution" : "Checksum ran file was not a match deleted and downloaded file again it's a 26 GB file. File downloaded and passes the Checksum", "sessions" : [ { "pk_session" : "t-73929", "eventdate" : "2024-03-15 10:59:07", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64225", "eventdate" : "2024-03-15 10:59:53", "timeelapsed" : "0:00:45", "sessiontype" : "email", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a email from John, ISTA failed again on SDP 4.46.20 file" } , { "pk_session" : "c-64226", "eventdate" : "2024-03-15 11:01:05", "timeelapsed" : "0:01:57", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to download device ran Checksum file failed deleted and started download of the file.It's a 26 GB file will run Checksum once the download is complete" } , { "pk_session" : "t-73930", "eventdate" : "2024-03-15 11:01:06", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot the issue" } , { "pk_session" : "t-73931", "eventdate" : "2024-03-15 11:01:18", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64227", "eventdate" : "2024-03-15 12:16:39", "timeelapsed" : "0:01:05", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "File downloaded and passes the checksum" } , { "pk_session" : "t-73932", "eventdate" : "2024-03-15 12:16:44", "timeelapsed" : "25", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot the issue" } , { "pk_session" : "t-73933", "eventdate" : "2024-03-15 12:16:56", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "64", "pk_support" : "22583", "platform" : "BMW Motorrad USA", "topic" : "ICOM Firmware", "brief_description" : "ICOM Firmware on 2 ICOMNEXT", "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" : "2024-03-16 08:33:52", "statusdate" : "", "statuscloseddate" : "", "updated" : "2024-03-16 08:35:39", "agent" : "Stan Pascua", "issue" : "ICOM Firmware", "resolution" : "ICOM Firmware updated on 2 ICOMNEXT", "sessions" : [ { "pk_session" : "t-73934", "eventdate" : "2024-03-16 08:33:52", "timeelapsed" : "1", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64228", "eventdate" : "2024-03-16 08:34:24", "timeelapsed" : "0:00:30", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "Received a call ICOM requires Firmware update" } , { "pk_session" : "c-64229", "eventdate" : "2024-03-16 08:35:25", "timeelapsed" : "0:01:32", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to Shop PC ICOM Firmware updated on both ICOMNEXT" } , { "pk_session" : "t-73935", "eventdate" : "2024-03-16 08:35:27", "timeelapsed" : "20", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "ICOM Firmware" } , { "pk_session" : "t-73936", "eventdate" : "2024-03-16 08:35:39", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } ] } , { "number" : "65", "pk_support" : "22584", "platform" : "BMW North America", "topic" : "ISTA", "brief_description" : "ISTA Programming DATA issue and ICOM failed to connect via wireless connection", "priority" : "2", "status" : "active", "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" : "2024-03-18 11:21:42", "statusdate" : "", "statuscloseddate" : "0000-00-00 00:00:00", "updated" : "2024-03-18 11:25:44", "agent" : "Stan Pascua", "issue" : "ISTA Programming DATA issue and ICOM will not communicate via wireless.", "resolution" : "Reinstalling Programming Software on ISID.", "sessions" : [ { "pk_session" : "t-73937", "eventdate" : "2024-03-18 11:21:42", "timeelapsed" : "2", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "c-64230", "eventdate" : "2024-03-18 11:22:12", "timeelapsed" : "0:00:30", "sessiontype" : "phone", "personcontacting" : "Stan Pascua", "eventcontent" : "ISTA Programing DATA issue" } , { "pk_session" : "c-64231", "eventdate" : "2024-03-18 11:24:53", "timeelapsed" : "0:03:11", "sessiontype" : "face to face", "personcontacting" : "Stan Pascua", "eventcontent" : "Logged on to ISID ISTA has a programming issue. Uninstalled Programming software and re-initiated ISTA Programming data installation. ICOM will not reset to factory default and will not connect via wireless." } , { "pk_session" : "t-73938", "eventdate" : "2024-03-18 11:25:28", "timeelapsed" : "4", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "" } , { "pk_session" : "t-73939", "eventdate" : "2024-03-18 11:25:30", "timeelapsed" : "40", "sessiontype" : "Offline Work", "personcontacting" : "", "eventcontent" : "Troubleshoot the issue" } ] } ]