User Manual for I-CAN Customer Support Center I-CAN - i
Contents
1. ADB Thank you adbglobal com blog adbglobal com adhnewS2. ADB Gonnected Thinking Customer Support Center Login e Browse to portal at https retail trc adbglobal com e Click on Login Language Se O li XZ m Welcome to the 4DB and i canma Customer Support Center ATE Atenei oyan Peet at i CAN is a brand of the ADB Group Please click Login button and log in to the system using your LivelD account ADB Service Portal get only an anonymous ID about your LivelD account Don t have a Microsoft LivelD account Sign up now ADB Entering Windows Live ID Gredentials e In case you already have a Windows Live ID enter such ID and its password and click on Sign In e In case you do not have a Windows Live ID yet please click on Sign up now ADE Windows Live ADB Retail Service Portal sign in Please Sign in to ADB Technical Response Center using your Windows Sign in to retail trc adbglobal com Live ID Microsoft account What s this A single Microsoft account gets you into Hotmail Xbox LIVE Windows Phone SkyDrive and other Microsoft services Keep me signed in Can t access your account Sign in with a single use code Don t have a Microsoft account Sign up now 2012 Microsoft Terms Privacy amp Cookies Help Center Feedback Windows Live ID Creation ADB Note You do not need to create a new email address You can use your existing one e Enter your email address and the required inform
3. e Once logged in with your Windows Live ID the portal main page will appear Language aa Ol m Walter Pellegrini My Profile Log Out 4 Retail Service Portal ri RE TE w ADB Service Po rtal lS au taastata Welcome to our self service portal My Products i Add a New Product i a A mia ARARA Ju nner WERE RA EAE TON Tati SH C le a Kiini Eii TE AT Easy password protected esata l service cases Customers can create their profiles view case service histones My Service Cases and check their status on a 24 7 basis Access to key customer support tools such as FAQs our Knowledge Base and Video Library Knowledge Base Search and View oe i Case service tracking through automatically generated e mails providing a receipt and case number Downloads FAQ FEENBAEK CORTACT ADB 11 Product registration Register your product by clicking on Add a New Product Clicking on My Products you get the list of registered products Home Customer Home Page Add a New Product Products My Products This form allows you to add product that you owns to the list of your products Please select its model provide a serial Add a New Product Number and give purchase information Ass You must provide a value for all required fields which are marked with an asterisk Product Overview N Create a New Case My Service Cases AA Product CAN Easy HD 2851T x Knowledge Base SerialNumber 12345678 Search and View
4. This will be the only time you will use the above links in this manner The next times please use the following link to access the ADB Technical Response Center Customer Portal and click on Log In or Service Home https retail trc adbalobal com Kind regards ADB Support Staff ADB Authentication First Login By clicking on Sign In please log in again into the portal using your Windows Live ID in order to finish the account verification procedure p Ba Language 5 DO it m Log In ADB J 4 Retail Service Portal Customer Log in 3 Customer Log In Sign In Please click sign in button and log in to the system using your LivelD account ADB Service Portal get only an anonymous ID about your LivelD account If you would like send request operator account please also log on using your LivelD ADB 9 Account Verification Completed First Login e he authentication procedure has ended and in few moments you will be redirectyed to the portal main page ADB Language Se O ff Log Out faa Retail Service Portal _ Account Verification You have successful completed the registration process i Within few moments you will be redirected to the Service Home page where you will be able to register your product create case to request support and use all the other options FAG FEEDBACK CONTACT w 4 24 ADB 10 Main Portal page after account creation and authentication
5. Date of f i 01 11 2012 Downloads Purchase mv Downloads Amazon Place of Purchase Purchase receipt The serialization label is placed on the product and its carton The serial number is the first one The example serialization label with marked S N is shown in the picture below i CAN Sse S N i BOWQ XXX YWW X PPPPPP X PPPPPP LAMAMA II 7 lt MAC ADDRESS XX XXXX XXXX YY Mi E CA SIN E AAA ADB 12 New Gase creation 1 2 e Create a support request by clicking on Create a New Case e The list of open and or solved cases can be seen by clicking on My cases Enter required data Grayed out fields will be automatically filled in by the system once the case is created ADB Language 5E 3 li Walter Peticorien My Profile Log Out A Retail Service Portal Home m riks ieee P i Create Case Products To ensure a better service please select the correct product My Products Add a New Product You must provide a value for all required fields which are marked with an asterisk Case Number Cases Create a New Case Created On My Service Cases JIRA Case p i lt Knowledge Base Number i f Search and View Titie No EPG Menu Downloads When was the i Downloads issue 01 11 2012 zM i discovered General Information Case i Ya B Mi Product i CAN Easy HD 2851T Case Type 420 My P
6. 5E O li Log Out ADB Retail Service Portal Customer Log In Customer Log In Your LivelD account is not recognized on ADB Service Portal i Customers Please click on the Customer Account Request link to request an account for you Customer Account Request Entering Personal Data First Login e Enter your personal data and click on Submit e Follow the instruction sent to your email address by the Portal ADB Advanced Digital Broadcast ADB GROUP MEMSER Language E O HO m First Name Walter Street 1 Abbey road 63 Last Name Pellegrini Street 2 i Email pellearini walter libero it Street 3 7 Confirm Email pellegrini walter libero it State Province Mobile Phone 0044142523452 City London Office Home Phone ZIP Postal Code NWS OAE Native Language English i Country United Kingdom Country of purchase United Kingdom EI gt 18 years old ves No Address used for both f billing and shipping iii www adbglobal com ADB Defining Digital a ADB Account Verification Mail Sent First Login ADB e The system sends an email to verify the account and after few moments logs the user out of the portal e Follow the instruction sent by the portal to the given email address oe Advanced Digital Broadcast ADB GROUP MEMBER Language HE O ti An email has been sent to the email address you provided us with Please follow the instruction of such em
7. ail to complete the registration process Thank you First Name Last Name Email Confirm Email Mobile Phone Office Home Phone Native Language Country of purchase gt 18 years old Address used for both billing and shipping www adbglobal com Street 1 Street 2 Street 3 State Province City ZIP Postal Code Country a areata ADB Defining Digital a ADB 7 Account Verification Mail First Login e Please click on the second link present in the received email and log in again into the portal using your Windows Live ID Subject Welcome to the ADB Service Portal CRM 0004558 Welcome to the ADB Technical Response Center Customer Portal The following links are provided to help you get setup and using Windows Live ID with the ADB Technical Response Center A If you do not already have a Windows Live ID please visit the below link to create one Once your Live ID is verified please return to this email and follow to point B below 95211 oun ape ee US amp Ic 10338511 B If you already have a verified Windows Live ID or are returning to the email to finish the registration process please click on the link below click the Sign In button enter your Windows Live ID credentials and the system will finish the registration process After few moments you will be automatically redirected to the Service Home page where you will be able to use the whole Technical Response Center functionality
8. ation e Follow the instruction sent to your email address to activate your Windows Live ID Windows Live ID Ret to a ines tive Do you have an e mail address website If you have an e mail address you can use it to sign in to Windows Live ID sites If you dont have an e mail address you can get a free MSN Hotmail e mail address No sign me up for a free MSN Hotmail e mail address m Windows Live ID Return to Windes Live ID Create credentials website Enter an e mail address and password to use for your Windows Live ID Choose a question and secret answer to help you reset your password if you forget it Create your email address and password Email address joe_black talktalk net The address can contain only letters numbers periods hyphens 1 or underscores _ Password se8 eee e008 008 Six character minimum with no spaces Learn how to create a strong memorable password Password strength M NN Stoney Retype password eeeeseesesees Create your password reset option If you forget your password you can provide the secret answer to reset it Learn more about resetting your password Question Mother s birthplace kd Secret answer London Five character minimum not case Sensitive Portal Main Page First Login e Once logged in entering your Windows Live ID credentials click on Customer Account Reguest and enter reguired personal data Language
9. roduct 1234567890 issue Specifics Issue Type m Antenna Type ADB 13 7 e Select the product for which you need support select General in case you do not have yet purchased the product e Fill in the filed with a detailed description of the problem you are experiencing and click on Save Type wuy Es Severity ewiretewe ES Product i CAN Easy HD 2851T Ka My Product 1234567890 issue Specifics Issue Type Using the decoder Antenna Type Terrestrial Channels All Affected KA TV Set 8 DVD Recorder TV Set Brand Sony Model Bravia Connected Via SCART Ly DVD Recorder Use of DVD No Lv Recorder Descriptions The EPG does not appear when press the EPG button on the RCU I can watch the TV channels and switch Description among them can not see any menu or channel banner as well Upload file Browse ADB 14 Adding new note to the case Case closure ADB A e Select the case clicking on My Service cases and then on the Update button To add a new note fill in the text in to the field and click on Create new note To close the case click on Case closure insert an eventual comment and click on the Submit button Description Notes amp attachments Upload Document s Notes Note What is the display resolution set Case closure Comment Satisfaction Very Satisfied FAQ FEEDBACK CONTACT
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