What can we help you with?
In the event that an upgrade of the firmware or a connector box swap does not activate your system’s features, there are a few possible causes:
- Wrong activation key used. Your connector box’s serial number is tied to the activation key. Check the serial number displayed on the screen by navigating to Settings -> System Information. The serial number should match the activation code provided.
If the serial number displayed differs from what you have on file, contact us so that we can provide the correct activation code. When reporting the issue, please include the following information:
- Serial Number you see on the screen
- System license feature purchased (Basic/Advanced/Expert/Hybrid/Trial)
- Customer ID/Invoice ID/Name so we can verify your purchase record
2. Potential hardware issue. If the display panel shows S000000 or 0000000 instead of the numeric figure with some number, then the connector box, control unit, or connecting cable may be malfunctioning. For further assistance, please contact us.
Note: Basic license users do not need to activate their system with the activation key provided. All systems come with basic licenses by default.