I, and several of my peers, are having an issue with Microsoft’s Software Assurance Benefit called the Home Use Program (HUP). After a support call with Microsoft and several exchanges on Twitter with @Microsoft_VLSC, I was contacted directly and asked to supply as much info as possible. Below is the information I sent in hopes of finding a solution.
After signing in to https://eopen.microsoft.com and going to the Software Assurance tab, I’m clicking on Home Use Program. Under Home Use Program, I have two Licensing IDs, one of which was returned.
I click on my active license to access the Benefit Summary. Under Activated Benefits, I have “Home Use Program” and “E-Learning – Applications”. The HUP shows “On Hold” as its status, and the E-Learning shows “Active”.
The HUP keeps switching to On Hold by itself. I have repeatedly changed the Benefit Status from “Held Awaiting Reactivation” to “Active” and clicked Submit. I’m not sure of the timeframe, but days or weeks later it is “Held Awaiting Reactivation” again.
As of now I’m still waiting on a solution but will update the post if anything changes.
I have a customer having that exact same problem. Microsoft’s call center isn’t any help. They just kept sending the same – “register it this way”, over and over again. The fact that he and I both “registered it that way” 20 times and with in hours it is back to “hold” – All tech information said it is a Microsoft Hold on their back end.
I’ve got my teeth in it.. It must be fixed..
I have escalated this issue through the partner channels at Microsoft and I am mass searching Forums, Blogs & KB Articles.
~Brainstorm~
Reading through 2 hours of web sprawl – I came across an instruction that stated that after you activate your Home Use Right Benefit an e-mail will then be sent out the Software Assurance Manager assigned by the Admin that will have the codes, information for setting up users and template. What I am trying to find out is if this e-mail has a Software Assurance Manager Activation link to set up the users?
http://www.microsoft.com/licensing/software-assurance/faq.aspx#faq_3
“Once activated, your Software Assurance Manager will get a HUP program code that he or she can send to employees using the email templates, banner ads or other downloadable marketing resources from HUP.”
I ended up reaching out to MS Volume Licensing through Twitter (http://twitter.com/msft_vl). They escalated the issue to Tier 3 support and informed me that it is now resolved. They didn’t explain the issue, and I’m not sure if they just resolved the issue for me or for the whole system.
I can verify that after several months, it still appears resolved.
So I did another deep dive into my customer’s HUP issue. They apparently activated the HUP previously on an older Select Agreement. When they renewed to an Open Value agreement (also the change between e-open and VLSC took place too), they tried to re-activate it. The old subscription number didn’t port over to the Open Value agreement, however the license were already “previously activated” by another. So, this crashed the system.
This happens a lot when a renewal of SA switches Licensing Programs. We have this issue with MSDN all the time as well. I’m not sure if you had any of the same scenario, but I figured communication was key.
I can verify that after several months, it still appears resolved.