Click "No, I need help" and describe your problem to us.

Click "No, I need help" and describe your problem to us.

If you are already logged in and purchase a new product during an active session, your permissions may not be updated immediately within that session. As a result, a “401 Authorization Error” can occur when you try to access the newly purchased product.

➡️ Solution: Please log out and then log back in. After signing in again, your current permissions will be refreshed, and you should be able to access the newly purchased product.

Please raise a case via the XENTRY Diagnosis application after the issue is encountered by clicking on the “speech bubble” icon and following the ticket creation steps in XSS. Please select the correct service.

• Go to the “Support Tool” application of your system and raise a ticket via the ticket creation function.
  
  

• If the Support Tool application is not available on your system, please follow this link: XENTRY Support System - Search. In the search bar, enter the name of the affected product (example: “XENTRY PassThru EU”) by the issue and select the correct category.

• Please first check that you have the necessary right to open XENTRY Diagnosis: Standard Diagnosis Role. Please log on to the UMAS platform and select the Standard Diagnosis Role. If Standard Diagnosis Role is already listed in UMAS under “My Products”, this means your rights are in order.
  
  

• If your rights are in order and you still have the message, please follow this link: XENTRY Support System - Search. In the search bar, type and select “XENTRY Diagnosis / DAS / HHT” and then select the “blocked user” support request. Then provide all the requested data thoroughly to have a quick resolution.