Support Category: Service Key Inquiry


Specialist Notes:


Previously, and depending on when a user had completed a course and wished to generate a Service Key, they had to wait until Tuesday (if the training was completed before then) or the following Tuesday (if the training was completed after Tuesday)  in order to do so. Thankfully, with the latest sync update, Service Keys are now generated within 20–30 minutes or the same day after completion.

However, there are still issues that can arise and keep a user from being able to generate one, such as the user not having the latest, more up-to-date version of the curriculum. Support specialists can confirm this by comparing the version listed in the training details of the curricula assigned to the user to what is found within the Admin Catalog, as seen in the screenshot below.



Other issues that may arise are a user having multiple accounts, and they may have possibly completed the wrong version under the wrong account. Though this is rare, it is still very important that we confirm the user only has one active account.



There is also the chance that the user does have one account, but it was recently reactivated, but it hasn't been reactivated long enough. 


How to Direct Service Key Issues

When a user complains that service key is not working, follow the chart below to direct the ticket.


User Complaint
What To Do
How to Direct the Ticket


“I’ve completed all my training and cannot generate a service key.”

“I cannot generate a key.”


Check the Active transcript for the product. 


• If there is an active curriculum for the product, the user must complete all items before being able to generate a key. There is currently no grace period - (If the user finished the curriculum yesterday, and the curriculum was updated today, the user must complete the curriculum today to be able to generate a key.)

• If there is nothing in Active status, check Completed.

• If the curriculum is completed, check the date of completion.

• If the date of completion is that day, ask when the user completed the curriculum. TLL currently syncs with IT once a week, typically on Tuesday.

➤ If the user cannot generate a key, escalate the ticket to TLL Global.

➤ Ask the user to request an emergency key from HistoSupport.

➤ Request that the user wait until after the Tuesday sync to try again.


• If the user still cannot generate a key, escalate the ticket.



After you have confirmed the user has completed all assigned training, email histosupport@leicabiosystems.com, cc tll.global@leicabiosystems.com and explain the issue. Request a key for the user until the issue is resolved.


COPY the following addresses based on the product line:

*CoreHisto Service (LBS CHSE) (refer to list below) lbsnus.servicecalendar@leicabiosystems.com


PELORIS / HistoCore PELORIS – TLL Global Team
tll.global@leicabiosystems.com


All BOND products – TLL Global Team
tll.global@leicabiosystems.com 


*CoreHisto products that require service key are listed below. 



“I have completed training for (x product) but it’s not showing up in my service key list.”

Check the Active and Completed transcripts for the product.

• If the user has the product training, but the product is not showing on the service key dialog box, escalate the issue.


• If you are not able to find the training, check Archived and Removed status. If the curriculum was removed, the user will not be able to generate a key.


• If you cannot find the training at all such as:

-Training may be inactive / obsolete. 

-The user may have an inactive account with the records. 

➤Ask the user to contact their TLL Admin to look into the issue.

➤Alternatively, escalate the issue to TLL Global. 




Direct the ticket to tll.global@leicabiosystems.com.


*CoreHisto Products That Require Service Keys

• HistoCore CHROMAX ST 

• HistoCore CHROMAX CV 

• HISTOCORE SPIRIT ST 

• HISTOCORE SPRING ST 

• HistoCore LIGHTNING S 

• HISTOCORE PEARL 

• HISTOCORE PEGASUS 

• HistoCore PEGASUS PLUS 

• SPECTRA CV 

• SPECTRA ST 


Standard Response: