NASTF Information Requests

Tracking: 164 Status: Closed
State: OH Name: Bill
Category of Request: Website Navigation/Administration Manufacturer: VOLVO

Have you checked the OEM website?
Description of Repair unable to perform
My passwords no longer work
Description of Information not available
Description of steps taken to obtain information (help/contact function on website, websites, etc.)
I have a 1 year VIDA subscription. Passwords have not worked since 12/24/2007 After days of e-mailing help requests to, I was issued new passwords- the new passwords don't work.My volvo help request thread is #14201
Other Comments or Concerns
Mary Hutchinson - 1/7/2008 12:49:20 PM
Dear Mr. Seiter, Thank you for following the proper process and allowing us to assist you by submitting a help request via Per our phone conversation, you no longer have any issues with your access and your issue was resolved via the help request process. I would like to take this opportunity to explain the Dealer Self Administration, DSA, process as I believe a lack of understanding is what caused the confusion. 1. Why was my user ID deleted? DSA conducts an annual audit on all companies and its users. The audit notification is sent out via email to the DSA administrator at each company. The administrator has been identified as the user who's name was used to establish the account, Bill Seiter in your case. The email is sent 30 days prior to the due date of the audit. The audit cannot be accessed until the due date of the audit. You have 30 days from the due date to complete the audit. If the audit is not complete within 30 days of the due date all users that are still pending will be deleted. Since your user ID was deleted we can not tell you exactly why you did not receive an email notification of the audit however it was either because your email address was missing in your DSA user profile or the email address in your profile was wrong or your user ID was not granted admin access. Whatever the reason was we can tell you that your new user ID does contain the email address that is the same as what is listed in Volvotechinfo and your new user ID does have admin access in DSA. 2. Why could I not access with my new user ID? When a new user is created in DSA a user ID and temporary password are issued. A temporary password is granted for security reasons and allows the user to reset the password so they are the only one who knows password. When you login using your new user ID and temporary password you will receive a message on the login screen that the password has expired. There is a "click here to change password" link on the page which will need to be clicked on to reset the password. If you did not see the "click here to change password" link you can key in the following URL to change your password, In your case we created the new user ID and temporary password for you however you did not reset your password so you were not granted access. When you replied to us telling us that you could still not access we reset your password for you to save you time because of the time lag with the holidays. With this new user ID and password you were able to access VIDA and DSA. I hope this explanation of the DSA process has cleared any confusion which might have been caused. Please keep in mind that passwords expire every 90 days. To avoid being locked out due to an expired password or becoming inactive please change your password prior to the 90 day expiration. A warning will be given when you login to VIDA Admin starting 12 days prior to your password expiring. Thank you for the opportunity to address your concerns. Sincerely, Service Operations Specialist Volvo Cars of North America, LLC