Applies to: HealthPro

Issue Summary

If life cycle and warranty information do not appear in HealthPro after entering a STEP Code, the issue is usually related to approval status, organization linking, device onboarding timing, or dashboard verification steps. This article explains the most common causes and how to resolve them.

IMPORTANT: HealthPro can display life cycle and warranty information only after the 
required STEP relationship is in place. Depending on your use case, this may be an 
approved STEP Customer Code for a special warranty program or a linked STEP Partner 
Organization for standard warranty visibility.

Resolution

To determine the issue cause and resolve, check each item in the following order.

1. Confirm that the STEP Code was entered correctly in the Customer Organization settings or confirm that the STEP Partner Organization was connected correctly in the Customer Organization Dashboard.
    

2. Verify that the request status is Approved, not Pending Approval.

   NOTE: If the STEP Customer Code request or the STEP Partner Organization 
   connection is still pending, you can continue using HealthPro monitoring and 
   device management features. Life cycle and warranty information linked to the 
   code is not applied until the request is approved.

    

3. Confirm that the devices are onboarded to HealthPro.
    
4. Confirm that you are viewing supported devices in the Life Cycle dashboard.
    
5. Verify that the devices were claimed after the STEP Customer Code approval was completed or after the STEP Partner Organization linking was completed.

Unknown Devices in the Life Cycle Dashboard

If some devices appear as Unknown Devices, they may have been onboarded before the STEP Customer Code was approved or the STEP Partner Organization was connected. To recalculate the life cycle and warranty information: 

1. Open HealthPro.
    
2. Navigate to the Organization Dashboard.
    
3. Open the Life Cycle Dashboard.
    
4. Click Reconfirm..

NOTE: Devices onboarded after approval are processed automatically and usually do 
not require Reconfirm.

Additional Checks

• If your organization uses standard warranty visibility, confirm that the correct STEP Partner Organization is linked to the Customer Organization.
   
• Confirm that you are checking life cycle and warranty information in the correct organization and dashboard context.
   
• Allow time for the approved relationship and device data to be reflected in HealthPro after changes are made in Cloud Portal.

Contacting Support

Contact your regional Hanwha Vision representative or support contact if:

• The request remains in Pending Approval status longer than expected.
   
• The STEP relationship is approved or linked but life cycle and warranty information is still unavailable.
   
• Reconfirm does not update affected devices.