Re: "SystemId Entered does not match the SystemId on record for this Serial"
 

Sent you some info via support case last night. Please reply to that with your results, thanks!

Expansion Pack Problems
 

Hello,
New user here and already have problems :(. this is my first experience with Avid and I'm not impressed. The eleven rack is awesome...and on friday night I purchased the expansion pack. Downloaded. Got the serial number and SystemID. So far so good right? When I try to update, I get an error message that the SystemID I entered didn't match the System ID on record for the serial number. How can that be, I copied and pasted. I tried again. I tried taking out the hyphens in the S/N, but always the same message. So I submitted a support request and I was pissed because it's Friday night and I know it won't be resolved over the weekend. Late Friday I got an email with a case#, ASC, and phone number (I was wondering where they kept it). I got that same information again Saturday night, in a second email.
I called today and automated system cannot find my ASC. So I reply, to the case# email and ask for a valid ASC. No response yet, but later in the day my account was charged a 2nd time and refunded once (net = 1 charge).

So is someone at Avid hammer fisting a keyboard to generate these numbers and account transactions? From reading on forums, it sounds like the ID/SN mismatch is kind of common, so why doesn't Avid fix the problem?

Now I wait.

Re: Expansion Pack Problems
 

Sorry to hear of your problems. This issue has been raised several times, but still no action has been taken. If the problem is the numbers you have, then Avid needs to issue you new numbers.

There are also problems with Internet Explorer, but your issue does not sound related.

You didn't mention Mac or PC? If Mac, maybe this is the issue?
Eleven Rack Expansion Pack Firmware 2.01 Update fails on Mac OS X with error: License Activation failed. Please contact an Avid representative for further assistance.
http://avid.force.com/pkb/articles/e...=0&subfilters=

If that is not the issues, then you probably need new numbers. I'll kick it up the chain, and sorry for your problems :o

Re: Expansion Pack Problems
 

Thanks Benoni,
I just got an email from Jeffro with a new S/N to try. I replied to Jeffro, with the results. Basically, no error message, but also no firmware update.

I'm running Windows 10 (my PC upgraded this weekend). I ran the 11R updated in Windows 7 compatibility mode. After entering the numbers, the program disappears.

Re: Expansion Pack Problems
 

Re: Expansion Pack Problems
 

Thanks to Jeffro, my 11R is now updated. Basically had to get my systemID and S/N reset and run the updater on a Windows 7 machine with IE 8. It took a while to uninstall the IE updates, but after that, the updater worked like a charm.

Re: "SystemId Entered does not match the SystemId on record for this Serial"
 

The same problem. i ran the updater on macbook pro MACOS 10.8.5, the error message is 'License Activation failed.....' then, i saw the http://avid.force.com/pkb/articles/e...ssage/en422359

i did as the articles saying. the error message goes to 'The serial number... does not match the system ID...' Still not working.

I sent email to avid support, but no one reply. who did this updater successfully can help me how to update the eleven rack?

Re: "SystemId Entered does not match the SystemId on record for this Serial"
 

If you followed the directions in the article and it is still not working, you may need a new set of numbers. It can take Avid a bit to respond so hang tight.

Re: "SystemId Entered does not match the SystemId on record for this Serial"
 

Sorry that you are having trouble. I'll track down your info and reply via support case so please watch for an email (Inbox and Junk/Spam folders).

Re: "SystemId Entered does not match the SystemId on record for this Serial"
 

Hi.
I'm new on this forum. I have recently bought a used 11R, just like the thread starter. I experience the exact same problem with my purchased expansion pack(on Windows 7) and have been in contact with Avid's Tech support.

I was told to phone in and get help. The problem is that when I enter my SystemID (got get actual access to the tech support - possibly to talk to a human being) I'm simply told that my SystemID is not valid for support.

I'm entering the SystemID that I got when I purchased the expansion pack for the 11R.

I've tried un-installing internet explorer 11 and 9, but with no luck.
I've tried downloading the expansion pack software on Firefox and Chrome, but with no luck (not that I expected that to help).

Could someone guide me as what to do next (obviously I've replyed the tech support guy I've email'ed with that I could not use the phone number provided because my SystemID did not give me access - but haven't heard back from him).

/Lars