Radiant RMA User Manual download pdf

eSupport Quick Reference Guide for Retail

What is eSupport?

eSupport provides a quick and easy way to

log a hardware replacement case for any

Radiant hardware unit currently under

warranty or to initiate a Repair/Return case.

Access eSupport

1. Connect to the Radiant Retail Partner Portal

by entering this address in your web

browser:

http://retailchannel.radiantsystems.com

2. Enter your Radiant Retail Partner Username

and Password. Click Log In. *Note: Your

password is set by an administrator within

your company. Please contact your

Administrator for your Login and Password.

3. In the Menu on the top of the screen, click

Technical Services. Click Contact

Support. Scroll to Contact Hardware

Support.

4. Click Login to eSupport. Enter your

eSupport Member ID and Password*. Click

Continue. *Note: Your eSupport/eTrack

password is set by Radiant. Contact your Account

Manager for Login and Password information. If

you have forgotten your password, click Forgot

your ID or password? A link will be sent to the

email address registered to the account, allowing

the password to be reset.

5. A blank screen with the following message

will display “The webpage you are viewing

is trying to close the tab. Do you want to

close this tab?” Click Yes.

Troubleshoot ActiveX Controls

eSupport requires Active X Controls on your

computer to be enabled and pop-up blockers to

be disabled. If you experience problems

accessing eSupport, please walk through the

troubleshooting steps outlined below.

1. Close all Internet Explorer sessions.

2. Open a new Internet Explorer session.

3. From the toolbar, select Tools>Internet

Options.

4. On the Internet Options window, select

the Security tab.

5. Click the Trusted Sites content zone

and click the Sites… button.

6. In the Add this web site in the zone:

field, enter *.radiantsystems.com

7. Click the Add button. You may be

required to un-check the Require

server verification (https://) for all

sites in this zone check box.

8. Click the OK button.

9. On the Security tab, click the Custom

Level button.

10. In the Security Settings window, scroll

to the ActiveX Controls and Plug-ins

settings. Validate that you have the

following settings elected. (some

settings may not be available on your

computer.)

Automatic prompting for ActiveX

controls=Enable

Binary and script behaviors =

Enable

Download signed ActiveX

controls=Enable

Download unsigned ActiveX

controls=Prompt

Initialize and script ActiveX

controls not marked as safe =

Prompt

Run ActiveX controls and plug-ins

= Enable

Script ActiveX controls marked

safe for scripting = Enable

11. Click the OK button on the Security

Settings window.

12. Click the Apply button on the Internet

Options window.

13. Log into the Radiant Retail Partner

Portal and access eSupport again. If you

are still unable to open eSupport, please

document your error message and email

it to:

clientwebsupport@radiantsystems.com

Request Hardware Replacement

Prior to logging a hardware replacement case,

always check eTrack to confirm the unit‟s model

number, serial number, location, and effective

warranty date.

1. From the main eSupport menu, click the

Services & Support folder on the left

side.

2. Click the eSupport folder.

3. Click Request Hardware.

4. At Site Name type in the site or use the

(…) button to search by name. You can

also narrow your search using different

filters. Click View Results to view your

selection.

If you do not see a list of sites,

enter the percentage sign (%) in the

Site Name Contains field.

If your site does not appear in the

list, it may not have been created

by your team. In that case, you will

need to select the location the

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Summary of Contents

Page 1 - Access eSupport

eSupport Quick Reference Guide for Retail What is eSupport? eSupport provides a quick and easy way to log a hardware replacement case for any Radian

Page 2

eSupport Quick Reference Guide for Retail equipment was originally shipped, (most likely your corporate office) to log the replacement request. You

Page 3 - Repair and Return

eSupport Quick Reference Guide for Retail upgraded the warranty to next calendar day or same day warranty services. 21. Final Step - View your case

Page 4

eSupport Quick Reference Guide for Retail Frequently Asked Question Who should I contact for my eSupport login and password? Your eSupport pas

Page 5 - Warranties

eSupport Quick Reference Guide for Retail Log an eSupport case and type in the serial number. If the unit is out of warranty, a dialog box will as

Page 6

eSupport Quick Reference Guide for Retail Lightning struck my Radiant units which are under warranty; can I log a replacement case for these unit

Radiant RMA User Manual

Browse online or download User Manual for Water heaters & boilers Radiant RMA. eSupport Quick Reference Guide for Retail

Summary of Contents

More documents for Water heaters & boilers Radiant RMA

Comments to this Manuals

Radiant RMA User Manual

Browse online or download User Manual for Water heaters & boilers Radiant RMA. eSupport Quick Reference Guide for Retail

Summary of Contents

More documents for Water heaters & boilers Radiant RMA

Comments to this Manuals

Related products and manuals for Water heaters & boilers Radiant RMA