Overview
The serial number of the device is the result of an algorithm that involves the MAC Address of the device directly. When the MAC Address changes, the logical serial also changes, causing mismatches between the serial printed on the label and the serial listed in the software. This article describes the steps required to get the device to display the correct serial number, which is the one printed in the label.
Serial Number in the Touch 2 Label:
Serial Number in the Touch 2 Settings:
Solution
We can find environments where the MAC address changed due to MAC address Spoofing. MAC Spoofing is a technique for changing a factory-assigned MAC address of a network interface on a networked device. To change this behavior, a Customer Support Rep. must connect via Teamviewer to your device and apply a fix.
Please, create a ticket if you have not done so, and add the following information to the ticket:
Company:
Phone No.:
Type of request:
Serial Number(s): (The one in the Label and the one in the System About tab)
TeamViewer's ID:
TeamViewer's Password:
If you already created a ticket with Support, just add the information in the grey box to the ticket.
Related Articles
- Contacting the Financial Team
- Updating Software to the Latest Version
- Configuring the Network Properties to Display the Correct Serial Number
Priyanka Bhotika
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