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  #1  
Old 06-10-2015, 04:23 AM
Biosphere Biosphere is offline
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Default "SystemId Entered does not match the SystemId on record for this Serial"

Hello,

I recently purchased a used Eleven Rack, and the expansion pack yesterday.

However, when trying to activate using the updater I get the error message listed in the title. This is a Windows 8.1 system (which comes with IE 10 by default).

I have entered every possible variation (checking for white spaces/changing charger etc) of serial and system is from the order confirmation e-mail I received after buying expansion, but no luck.

I have contacted support, but they're only sending me irrelevant KB articles.

I believe (and the error message pretty much states this) that the previous owner regged the unit, and that activation fails due to this.

FW version is 1.0.1.

Can anyone help?

http://protools.ideascale.com/a/dtd/178509-3779
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  #2  
Old 06-10-2015, 05:47 AM
winkelement winkelement is offline
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Default Re: "SystemId Entered does not match the SystemId on record for this Serial"

The seller and you should complete transfer of ownership i guess (costs 20 $).

http://avid.force.com/pkb/articles/faq/en363631
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  #3  
Old 06-10-2015, 11:27 AM
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Benoni Benoni is offline
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Default Re: "SystemId Entered does not match the SystemId on record for this Serial"

Doubt it's going to work on Windows 8, there is a problem with IE9,10, and 11 with the updater.

Do you have the Eleven Rack drivers installed?

Do you have access to a Windows 7 or Windows XP PC? It's pretty embarrassing that they haven't fixed this in over 3 years since I first brought it to their attention before the ERXP was even released.

More than likely you will need to get to a compatible PC and have them reset the Serial.

Question....

Did you buy the 11R and ERXP from the same person? Is this a business or individual?
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  #4  
Old 06-12-2015, 05:23 AM
Biosphere Biosphere is offline
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Default Re: "SystemId Entered does not match the SystemId on record for this Serial"

Initially there was a "mismatch" between serial and system id, according to support. Dunno if this was due to registration by previous owner or not.

Anyhoo, after that still no joy even with complete removal of all things IE from both Windows 8 and Windows 7 computer.

I finally had to dig out an old XP laptop from the attic. It sort of worked, apart from spending two hours figuring out that the Eleven had to be dis-/reconnected mid upgrade for the DFU driver to be installed (no mention of this anywhere).

Being a coder myself, I've seen my share of hilarious code, but this must be one of the crappiest pieces of software I've come across.
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  #5  
Old 06-12-2015, 07:58 AM
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Benoni Benoni is offline
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Default Re: "SystemId Entered does not match the SystemId on record for this Serial"

Quote:
Originally Posted by Biosphere View Post
Initially there was a "mismatch" between serial and system id, according to support. Dunno if this was due to registration by previous owner or not.

Anyhoo, after that still no joy even with complete removal of all things IE from both Windows 8 and Windows 7 computer.

I finally had to dig out an old XP laptop from the attic. It sort of worked, apart from spending two hours figuring out that the Eleven had to be dis-/reconnected mid upgrade for the DFU driver to be installed (no mention of this anywhere).

Being a coder myself, I've seen my share of hilarious code, but this must be one of the crappiest pieces of software I've come across.
It is. It's the WORST protection scheme I've ever seen. I've kindly suggested that they never, EVER, use it again.
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  #6  
Old 06-12-2015, 11:43 AM
Veiko Veiko is offline
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Default Re: "SystemId Entered does not match the SystemId on record for this Serial"

I think something might possibly be broken at Avid's end.
I had the same issue, and they had to give me 3 new serial keys before it would activate.
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  #7  
Old 08-17-2015, 03:37 PM
GOOLT2 GOOLT2 is offline
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Default 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.
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  #8  
Old 08-17-2015, 04:26 PM
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Benoni Benoni is offline
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Default 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
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  #9  
Old 08-17-2015, 05:11 PM
GOOLT2 GOOLT2 is offline
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Default 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.
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  #10  
Old 08-17-2015, 07:58 PM
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jeffro jeffro is offline
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Default Re: Expansion Pack Problems

Quote:
Originally Posted by GOOLT2 View Post
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.
Working to resolve this via support case...
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