Work Instructions for KDI Distributors to Troubleshoot Most Common Issues with KONE Sales

Work Instructions for KDI Distributors to Troubleshoot Most Common Issues with KONE Sales Tools

CONTENTS

KONE Business Partner Channel https://ssl.kone.com 2

1. Credentials to KONE Business Partner Channel (BPC) 2

2. Invalid or forgotten password 2

3. Missing PIN code or error message “Invalid secondary password” 2

4. Not receiving Token Codes to email 3

5. Error message “Expired account” 3

PRM and KTOC www.kone.com/partners 4

1. User credentials 4

2. Invalid or forgotten password 4

3. KTOC issues 4

PDM (Vari Web Production) Access through the BPC secure sign in 6

1. User credentials 6

2. Invalid or forgotten password 6

QFB (SAP Z04) Access through the BPC secure sign in 7

1. User credentials 7

2. Invalid or forgotten password 7

3. Expired account 7

4. Tool malfunction 7

KDI TrainEngage – Online training environment https://kdi.trainengage.com/ 8

1. User credentials 8

2. Invalid or forgotten password 8

3. Access to training courses 8

KONE Business Partner Channel https://ssl.kone.com

1.  Credentials to KONE Business Partner Channel (BPC)

For existing users the credentials are in the format EXT_XXXX or CONXXX.

If you are a new user, please fill in the “Tool Request form” from here https://kdi.zendesk.com/hc/en-us/articles/207950549-Tool-request-form- and send it to

2.  Invalid or forgotten password

a.  Call KONE’s Global IT Service Desk (GSD) +358 800 41 970 or send an email to

b.  Provide the information which password would like to reset: Business Partner Channel = Windows password

c.  Provide your username to KONE Sales Tools (EXT_XXX or CONXXX), your name, e-mail address, and telephone number

d.  Provide PIN code=1234 (if asked).

3.  Missing PIN code or error message “Invalid secondary password”

a.  Call or email Global Service Desk and repeat steps 2 a – c

b.  Request for a new RSA code = PIN code to receive token codes to the Business Partner Channel

c.  First time you try to login with the new PIN code the system prompts you to change it. Please provide the old and the new password, save, and sign in to the system again.

4.  Not receiving Token Codes to email

For the secure log in to the BPC you need to insert a PIN code in order to receive the token code to your email. In case you do not receive the token, do the following:

a.  Check your junk mail, sometimes the message might get caught to your email filters

b.  Call or email Global Service Desk and Repeat steps 2 a – c

c.  Request the Global IT services to check that your email is correct in their systems

5.  Error message “Expired account”

a.  Call or email Global Service Desk and Repeat steps 2 a – c

b.  Request to revoke your account in “SAP IDM”

PRM and KTOC www.kone.com/partners

1.  User credentials

For existing PRM/KTOC users the username is your email and password defined by yourself in the system.

If you are a new user, please fill in the “Tool Request form” from here https://kdi.zendesk.com/hc/en-us/articles/207950549-Tool-request-form- and send it to

2.  Invalid or forgotten password

Click on the “Forgot your password” link in the sign in page and you will receive a new temporary password to you email.

3.  KTOC issues

a.  In case you are unable to see prices in KTOC, check that the MS5 and Tender price reference date are correct. None of the dates should be in the past

MS 5 = Requested EXW date

Tender price reference date

b.  When your tender is showing yellow triangles, check that the product specifications match with the corresponding DL document of that equipment (DLs are found in the PDM, check DL list from here https://kdi.zendesk.com/hc/en-us/sections/201910005-Products).

KTOC also indicates where the error is by giving you guidance in the matching yellow triangle.

c.  If you get an error message “Segmentations locked, therefore following group(s) have been locked” and are unable to modify your tender, you need to update your tender to the latest release. This can be done by closing the tender and opening it again by selecting the version and clicking on “Product release update” button instead of “Configurator”.

d.  In case you need Layout drawings with KONE Equipment (KEN) numbers or layout drawings for your escalator tenders, please contact

e.  If you suspect that there is a bug in KTOC, please contact and provide the opportunity and tender number as well as screen shot of the problem.

PDM (Vari Web Production) Access through the BPC secure sign in

1.  User credentials

You need to have an account to the Business Partner Channel (username EXT_XXX or CONXXX) as well as a PIN code to access PDM. The same credentials are used to access the PDM system.

2. Invalid or forgotten password

a. Call KONE’s Global IT Service Desk (GSD) +358 800 41 970 or send an email to

b. Provide the information which password would like to reset: Business Partner Channel = Windows password

c. Provide your username to KONE Sales Tools (EXT_XXX or CONXXX), your name, e-mail address, and telephone number

d. Provide PIN code=1234 (if asked).

QFB (SAP Z04) Access through the BPC secure sign in

1.  User credentials

You need to have an account to the Business Partner Channel (username EXT_XXX or CONXXX) as well as a PIN code to access the QFB tool. The username is the same as for the BPC, password is set by yourself and needs to be changed every two months.

2.  Invalid or forgotten password

If you enter your password incorrectly too many times, the tool will give you “User locked” error message. You can either contact the Global Service Desk by phone or email, or wait for 24 hours after which your account is automatically unlocked and you can try to sign in again. If you need to access the system immediately or need a new password, do as follows:

a.  Call KONE’s Global IT Service Desk (GSD) +358 800 41 970 or send an email to

b.  Provide the information which password would like to reset: SAP QFB tool to system Z04

c.  Provide your username to KONE Sales Tools (EXT_XXX or CONXXX), your name, e-mail address, and telephone number

d.  Provide PIN code=1234 (if asked).

In case the system requests for a new password, it means that you have entered the correct password, but need to choose a new password for yourself. The password needs to be changed every two months.

3.  Expired account

SAP accounts are always valid for one year. In case you get an error message that your account has expired, please contact the Global Service Desk:

a.  Call KONE’s Global IT Service Desk (GSD) +358 800 41 970 or send an email to

b.  Provide the information which account you would like to reavoke: SAP QFB tool to system Z04

c.  Provide your username to KONE Sales Tools (EXT_XXX or CONXXX), your name, e-mail address, and telephone number

d.  Provide PIN code=1234 (if asked).

4.  Tool malfunction

For tool malfunction kindly contact and indicate clearly what the problem is. Please also provide screenshots of the issue, this makes the troubleshooting easier for the team.

KDI TrainEngage – Online training environment https://kdi.trainengage.com/

1. User credentials

For existing trainees the username is your email and password defined by yourself in the system. You are only able to see contents of the training program where you are participating in.

New users can create the user credentials by themselves via this link:

https://kdi.trainengage.com/Account/Register

2. Invalid or forgotten password

New passwords can be requested via this link: https://kdi.trainengage.com/Account/ForgotPassword

3. Access to training courses

To see the list of available training courses and to request access for them, go to: https://kdi.trainengage.com/Home/Courses

Click “Register for Course” and you may stat the training immediately.

Work instructions for KDI Distributors to Troubleshoot KONE Sales Tools 2 (8)