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KB40047 - [Customer Support Tools] Cases and assets do not appear or missing in

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Last Modified Date9/17/2015 10:43 PM
When accessing, end users are not able to see all their assets in Licensing & Download Center and cases in Case Center.
Problem or Goal
End users may experiencing the following behavior:
  • Unable to view all of their assets in Licensing & Download Center
  • All open cases do not appear in Case Center
Each hardware and license asset will have a unique authorization code.  When a authorization code is entered at, this will associate your contact with the corresponding account.  Only one authorization code is needed for each account.  If you have multiple accounts, you will need one authorization code for each account.
To view all assets and cases for your account, please enter the corresponding auth code for your account.  

Where can I find my authorization code?

When a device or license is purchased from Pulse Secure (or previously from Juniper Networks), a Right to Use (RTU) certificate is sent with the corresponding authorization code.  Here is a copy of a RTU certificate from Pulse Secure:
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In this example, this would associate a contact to the Pulse Secure account.  If additional access is needed for another Pulse Secure account, another authorization code will be needed. If an authorization code was previously given by Pulse Secure support, you may use this authorization code multiple times for other contacts to provide the same access.  If you do not have a authorization code, please contact Pulse Secure support at 1-844-751-7629 and we will provide a authorization code for your account.

I have an authorization code or RMA Detail Number.  What do I do next?

  1. Login to
  2. From the home page, click Get Started
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  1. ​In the box provided, enter the authorization code or RMA Detail Number, then click Next.
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  1. From the legal terms window, this will prompt the corresponding company name associated with the auth code.  If this information is correct, click the checkbox, then click Next
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Related Links
Attachment 1 
Created ByK. Kitajima



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