TPM End-User Web Help
If this is the first time you've tried to login to solve your
problems, you can have the capabilities of one of the following types of users:
Note: Even if you have the capabilities of a new account, you can
always log on as an anonymous user.
- If you're already a registered user, simply enter your userid and
password in the appropriate fields. (If you've forgotten your password, click the "Forget
your User ID or Password?" hyperlink and it will be e-mailed to you.)
- If you want to login anonymously, click the Anonymous User
hyperlink.
To log out and end your session, simply choose Logout from the Menu
Options pane.
Entering information on this page will create a new account for you. This may allow you
to have more capabilities than an anonymous user, but depends on the administrator
maintaining this site. You don't have to provide information in all the fields, however
information for the following fields is required:
- User ID (For security, make sure this is varied with upper and lowercase letters.)
- Email Address
- Last Name
Note: You may want to include your phone number if you want to allow a
customer service representative contact you more quickly regarding an urgent problem.
After you've entered the information, choose Register. You should
receive a confirmation page and an e-mail with a password unique to your account.
Do the following if you've forgotten your password:
- Type your e-mail address in the Email Address box.
- Choose Submit Email Address.
Result: Your password will be sent to you by e-mail.
The home page is valuable mostly for registered users who have a current account. This
is because a history of your submitted problems and their current status is displayed
according to your userid and password. Since anonymous users do not have an established
account they do not have a password.
Note: Functionality may vary depending on the administrator of this
site.
Use one of the following procedures (depending on the type of user you are) to make use
of your home page.
After you've logged in, your home page will appear with the following information:
- All your submitted problems (if any) with their ID, Status, and Description. (If you
have more submitted problems than can be shown on the initial screen, click the View
Your Problems link. The most recently submitted problem is shown first with those
submitted earlier following.)
- Different tools and maintenance features in the Menu Options pane, such as the
following:
- Solve Problem - contains a diagnostic for you to find a solution to your problem.
- Submit Problem - allows you to categorize, describe, and forward your problem to be
resolved by a customer service representative.
- Search Problems - allows you to search already submitted problems for some possible
solutions to your own problem(s).
- View Your Problems - allows you to view a history of your submitted problems.
- User Configuration - allows you to update your user information, such as e-mail address,
phone number, and password.
- Help - allows you to read instructions on how to use this web application.
- Logout - ends your TPM End-User Web session.
After you've logged in, your home page will appear with the Menu Options pane where you
will have different tools and maintenance features, such as the following:
- Solve Problem - contains a diagnostic for you to find
a solution to your problem.
- Submit Problem - allows you to categorize, describe,
and forward your problem to be resolved by a customer service representative.
- Search Problems - allows you to search already submitted problems for some possible
solutions to your own problem(s).
- View Your Problems - allows you to view a history of your submitted problems.
- User Configuration - allows you to update your user information, such as e-mail address,
phone number, and password.
- Help - allows you to read instructions on how to use this web application.
- Logout - ends your TPM End-User Web session.
Do the following to submit a problem:
- Classify your problem in the System box.
- Describe your problem in the Type the Description text box.
- Choose Submit Problem.
Result: You should soon receive a confirmation of your request with an
associated identification number.
Note: If you are an anonymous user you can only submit a problem if
you enter your e-mail address. Your e-mail address is necessary to send you a confirmation
that your request has been received and to provide you with a reference number for your
request so you can check the status at a later time.
This page contains many diagnostics for you to gain more insight (or even a solution)
to your problem. Review the descriptions for each diagnostic and choose which one(s) would
be helpful for you.
Many problems have already been solved and are ready for you to view. Use the following
steps to view problems:
- If you already have a specific problem you're looking for (this would most likely be one
of your own that you've submitted), type the ID in the Unique Problem ID
box.
Note: You should leave this field blank if you want to find the most
amount of information regarding your problem.
- From the Additional Problem Information area, use the combo box to
categorize the System related to the problem.
- From the Additional Problem Information area, use the combo box to
search for a particular Status type related to your problem.
Note: To view already solved problems, you should select the
"Closed" status type.
- From the Problem Open Date Range area, use the combo boxes to select a Begin
Date and End Date to narrow the results of your search to a
specific period of time.
- Choose Search.
Result: The View Problem page appears
with the results of your search.
- From the Problem ID column, select any of the problem ID links to view
more detail about a specific problem found in your search.
You've reached this page so you can view more detail about a particular problem.
Information on this page includes the following:
- Problem ID - the unique code identifying the problem.
- Contact - the userid of the person who submitted the problem.
- Organization - a hierarchical view of groups in your company.
- Status - whether the problem is in a state of OPEN, CLOSED, or TRANSFERRED.
- System - the general category that your problem can be associated with. For example, a
problem with a modem would fall into the HARDWARE category. Default categories are
HARDWARE, MISC, PC APPLICATIONS, and WEBUnclassified.
- Submitted - this is the date this problem was submitted to the customer support center.
- Closed - the date this problem was closed, if applicable.
- Description - more detail about what the problem is or what caused the problem.
- Status/Result - what the customer support representative has done regarding the problem.
After viewing this information, you can select from the following options to change or
view more detail about the specific problem.
- Update Problem - allows you to add more information to your problem description. After
you've chosen this option, type more information in the Additional Problem
Description text box and choose Update Problem.
- View Problem History - allows you to view the date and time of events associated with
your problem request, such as when the problem was submitted, if it has been transferred
from one support representative to another, or whether or not the request has been closed.
- View Work History - allows you to view the specific attempts made to resolve your
problem request, such as research of a certain communication driver that your modem needs
to work correctly.
Note: If there is no Work History on your request, the View Problem page
will appear with the message "There is no Work History available for this
problem."
Use this page to update changes in your account information. Besides changing any of
the name information, you can also change the following:
- E-mail address
- Phone number
- Password
After changing the e-mail, name, or phone number information, choose Save
Changes.
After changing your password, choose Change Password.