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Official ASUS Thread - Serial Number Not Found

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Gary Key
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(Last edited by Gary Key; 6th March 2012 at 04:49 PM.) Reason: Update
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Default Official ASUS Thread - Serial Number Not Found

Good Day,

For those users who are suffering from the "Serial Number Not Found" problem we are currently trying to replicate the problem. In the meantime, there has been some success following these instructions.

Issue -
1. System will not auto or manual update to the latest firmware or image.
a. Go to Settings, Backup and Reset, start a Factory Data Reset. Please do this and after the reset let the unit remain active (settings, display, sleep, always on) for 15 minutes with a WiFi connection active so the system can sync with the ASUS servers. Hopefully the system will see the update, if not please go to settings, About Tablet, and then double tap on System Firmware Update please.

b. Alternative Version until the Service Side Fix is implemented.

There is an alternative way to get the updated firmware on your unit.

Ensure you have a micro-sd card available for this update, please download from a PC the US (WW/TW released also) firmware for the device. Please verify that your firmware is US (or WW/TW). In the SETTING and ABOUT TABLET it will tell you in the About section.

Example: You should be able to see the build number US_epad-9.X.X.X_2012xxxx where "US" means build type.

You can download the correct update file from the support site on the below link.

http://support.asus.com/Download.asp...teLauncher.zip

Extract the zip file to the root of your Micro-Sd. It should be the file US_epad-user-9.4.2.7.zip for the US version as an example.

Ensure the AC adapter is plugged in, all apps are closed and you are at the desktop screen, install the micro-SD card and you will get a notification on the bottom task bar to update the firmware. Please follow the instructions.

If that does not work, please PM the serial number of your unit.

1/16/12 Update - We have replicated this problem and hopefully we will have a solution shortly.

1/17/12 Update - Thank you to the users I reached out to for their contact information. You should hear from our engineering or technical support staff shortly to verify a few settings and to try another OTA update sequence. For those I did not contact yet, we might expand the group for additional testing. I have read all the messages so please do not be upset if we have not contacted you yet. We are very close to finalizing a fix for this problem but first we will have to confirm your unit setup.

1/18/12 Update - Technical Support and Engineering will contact another subset of users starting today. We are in the final process of testing two solutions to this problem.

1/19/12 Update - We are finalizing testing with the last subset of users and will post instructions on the fix in the near future. Just a reminder, for those I or engineering did not contact directly yet, it does not mean we are ignoring your problem. We have read all the messages so please do not be upset if we have not contacted you yet.

1/21/12 Update - I will have updates tomorrow and a new communication system with forum members headed up by a dedicated staff.

1/22/12 Update - I will provide an update tomorrow on our new Customer Service Support program for the Transformer Prime and additional forum support that will be coming in the very near future. In addition, I expect an update from engineering and service shortly for the resolution on this issue. We have completed replication testing.

1/23/12 Update -

For North American users with the Serial Number Not Found problem that we have not directly contacted during the replication testing cycle we ask that you please send the following information to tablet@asus.com :

Subject: <TF201 SN Not Found – Your Contact Name>

Body:
Name: Your Customer Name
Phone: A contact phone number
Email: Your Email address
SN#: Your TF201 Serial Number

A customer care representative or technician will take your information, confirm the status of the serial number on our server, ask you to walk through a short procedure to correct the problem. If this fix does not work they will walk you through the next series of steps to correct it.

1/25/12 Update -
One option to fix this problem is to complete a manual update process, set the unit power mode to balanced performance and screen brightness manually to 50%, and then manually update to the latest ICS build using these instructions - http://service.asus.com/TF201_fwupdate. You will need a fully charged battery and have the system plugged into AC power. After the update is completed, please ensure there is a WiFi connection available and let the system idle with an active WiFi connection (ensure the system does not go to sleep) for 15~20 minutes and then reboot. If the serial number is not available after this process, please follow these instructions:

For North American users with the Serial Number Not Found problem that we have not directly contacted during the replication testing cycle we ask that you please send the following information to tablet@asus.com :

Subject: <TF201 SN Not Found – Your Contact Name>

Body:
Name: Your Customer Name
Phone: A contact phone number
Email: Your Email address
SN#: Your TF201 Serial Number
Process Already Completed - Manual Firmware Update to latest ICS ROM Image

A customer care representative or technician will confirm the status of the serial number on our server, contact you and might ask you to walk through a short procedure to correct the problem. If the serial number is not located, the unit will need to be returned for a replacement procedure.

2/12/2012 Update -
If North American users are still experiencing the Serial Number Not Found Problem after completing a manual update to ICS, then please send your contact information and serial number to tablet@asus.com. If you do not hear back from Service within 48 hours, please PM me directly.

3/6/2012 Update:
I am back and will start answering messages.

Note - For those users who provided this information already based on direct contact from us, you will be notified shortly. For those users who provided their serial numbers but were not contacted by us for further testing you will need to either send the email above or call the hotline. We sincerely apologize about this inconvenience but your TF201 will be fixed shortly.
ASUS Technical Marketing Manager

Follow us at usa.asus.com and http://www.facebook.com/asus.n.america

- https://discussions.apple.com/thread...art=0&tstart=0

Please ensure a valid email address is included in your PM or it might not be answered.

For direct ASUS Service Support in North America please contact member - Asus_USA.
The Following 36 Users Say Thank You to Gary Key For This Useful Post: [ Click to Expand ]
 
clouds5
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wow, a company sends some nice guy to post on XDA for help and assistance. This is just amazing imho, never seen a company do that. A whole new lvl of customer support, thx asus&mr. Gary Key And i hope all the problems get sorted out.

+1

Waiting for my prime to arrive...
Phone: Samsung Galaxy S III | Stock rooted
Tablet: Galaxy Note 10.1 2014 Edition Wifi | Stock rooted
 
Mcoupe
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Quote:
Originally Posted by clouds5 View Post
wow, a company sends some nice guy to post on XDA for help and assistance. This is just amazing imho, never seen a company do that. A whole new lvl of customer support, thx asus&mr. Gary Key And i hope all the problems get sorted out.

+1

Waiting for my prime to arrive...
No doubt! This makes me feel so much better about my purchase. Gary we can't thank you enough for taking your personal time to help us out.

You are still traveling correct?


And a car buff to boot.....awesome!



THANKS GARY
 
sdelliott31
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On a Sunday no less....

I had said it takes guts for you to come on here with all the issues flying around and I stand by that. I don't have this issue but wanted to also add my thanks.
 
Munkee Boy
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Hi Gary, thanks for trying to get to the bottom of this issue. I received my Champagne prime on Dec 24. It originally had firmware v8.8.3.23. I noticed I wasn't getting updates about a day later and have been worried about this ever since. I called Asus support and they were no help. I have manually updated to 8.8.3.29. I tried the factory reset per your instructions several times tonight with no luck. Still no serial number or ICS update. I have PM'd you the serial number for my unit. Please let me know if you need anything else from me.
 
tomrobbo26
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Really appreciate your help with this one Gary. Hopefully you'll be able to sort a fix.

Have tried what you mentioned but still to no avail. I have PM'd you my serial number.

All the best.
 
undercover
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Gary, I know one thing for sure. Asus need to seriously look into QC. All the problems on forums and also my first transformer prime having 3 dents on the back makes me really worried what will i receive next time.

I know you are based in US, but out of interest, are EU batches any different from US, or are they from different production line?

Thanks a lot in advance.

Sent from my HTC Sensation Z710e using XDA App
I'm a noob, you are a noob and you are a noob. Let's group nOOb hug!
 
Rogue100
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Going to go ahead and give this a try. Tried a reset once to no avail, but didn't wait 15 minutes with system active, so conceivable that it could work as described this time.

Will update with results.
 
JmChile
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Is it possible to find the serial without the box the asus prime comes in?
 
goraps
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Quote:
Originally Posted by JmChile View Post
Is it possible to find the serial without the box the asus prime comes in?
There should be a sicker next to the charging port on the bottom.

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