Related
Unfortunately I got one of those tabs that won't OTA or unlock. I've contacted asus and told them that I can't receive OTAs, and I got the canned "flash the updates manually".:silly: This is an unacceptable solution because for one it's a PITA to update it that way, and I still won't be able to unlock the bootloader.
I have avoided mentioning the un-unlockable boatloader problem to the asus rep because I'm not sure it is covered under warranty. But the has me thinking: Could I argue that the device is being sold as unlockable and my device does not meet that spec and is therefore defective? If not, could I argue the same for the fact that it won't receive OTAs?
I am also wondering if the reason it won't function properly is because I got it as an exchange from Best Buy instead of buying it fresh. Has anyone gotten it the same way and not had the same issue?
I'm still within my 30 days, but I'm afraid if I exchange it I'll get another un-unlockable tablet.
I'd advise you to:
1) not argue that unlockability is a device 'feature', since pretty much all Android devices are sold locked, and since you purchased it in that state -- not even knowing if the unlocker will become become available or not -- signifies your accepance of the device even in a locked state;
2) press the fact that you canot receive OTAs and that workability suffers as a result. At least under European consumer law, ASUS would be responsible for selling a finished and workable product. The state in which the TF700 has shipped so far is suboptimal to say the least, and the fixes since have brought tangible improvements. Saying "oh, flash the updates manually yourself" in my mind is the same as a automobile manufacturer opting to NOT do a calllback of sold vehicles due to some ailment (faulty brake discs, or safety belts or something) but instead shipping the parts to their customers and saying "well, you can handle a pair of scissors and a screwdriver, right? Do it yourself then." -- I say, screw them. If this argument fails as wel, you have a support rep with only a few glands where the brain should be located (probably only a visual cortex to be able to type on a keyboard and find it way to the toilet). If that is the case, first drop Gary Key a line, since he has offered to intervene on a customer's behalf before. That might be a second line of rescue.
3) If all else fails, exchange nonetheless, the risk of receiving another essentially-faulty unit notwithstanding. If OTAs and the bootloader issue are a sign of ASUS not having your serial number in their database, you might get into trouble if in need of warranty later on. I'd prefer a few returns to issues down the way (even though I know the feeling of having to wait yet again, and having to run the setup again and so on, and so on), but hey, that's just me.
Sent from my ASUS Transformer Pad TF700T
1. I guess I could say that because asus released the bootloader unlock, and it works on most of the tablets except for mine, that my tablet is not receiving the same services due to a technical glitch. Heck I could even say the same for the OTA updates.
Fear Not, I am avoiding this argument religiously. I don't even want to mention the "b word" to asus, it would complicate the issue more than it needs to be.
2. I am leaning hard on getting the OTA updater fixed. At the moment it's what I am most concerned about. ASUS telling me to flash the updates manually is less than acceptable. It's simply not convenient or practical for me to continue to flash them manually. The problem is that the problem is beyond the tech support people. Which is not surprising. The engineers are the only ones with the actual knowledge and they don't deal with customers. The tech support are merely handed a card with questions and responses. My only hope is to press the rep until they hand the matter off to someone more knowledgeable. The bootloader I guess is what is driving me to get the problem fixed.
My problem at the moment is trying to prove that the ota's are broken. The rep told me that the .26 update probably hasn't been released to my district yet and I should wait. I say BS, the .26 update has been out for long enough I should have gotten it. I even gave the bootloader unlocker a shot: network error. Yup, I would be gray long before the update to hit my device. Problem is I can't say that to the rep without mentioning the aforementioned "b word".
Fortunately, I read a thread here (I'm too lazy to look it up now) about a prime user who successfully RMAd for the same issue, and got it fixed.
rightonred said:
1. I guess I could say that because asus released the bootloader unlock, and it works on most of the tablets except for mine, that my tablet is not receiving the same services due to a technical glitch. Heck I could even say the same for the OTA updates.
Fear Not, I am avoiding this argument religiously. I don't even want to mention the "b word" to asus, it would complicate the issue more than it needs to be.
Click to expand...
Click to collapse
Sounds like a plan to me.
2. I am leaning hard on getting the OTA updater fixed. At the moment it's what I am most concerned about. ASUS telling me to flash the updates manually is less than acceptable. It's simply not convenient or practical for me to continue to flash them manually. The problem is that the problem is beyond the tech support people. Which is not surprising. The engineers are the only ones with the actual knowledge and they don't deal with customers. The tech support are merely handed a card with questions and responses. My only hope is to press the rep until they hand the matter off to someone more knowledgeable. The bootloader I guess is what is driving me to get the problem fixed.
Click to expand...
Click to collapse
Yup, you're caught in a protocol. Not bad in itself, but when you;re experiencing soething that isn't covered by the protocol, you're pretty much screwed unless you can get through to their second line of defense.
My problem at the moment is trying to prove that the ota's are broken. The rep told me that the .26 update probably hasn't been released to my district yet and I should wait. I say BS, the .26 update has been out for long enough I should have gotten it. I even gave the bootloader unlocker a shot: network error. Yup, I would be gray long before the update to hit my device. Problem is I can't say that to the rep without mentioning the aforementioned "b word".
Fortunately, I read a thread here (I'm too lazy to look it up now) about a prime user who successfully RMAd for the same issue, and got it fixed.
Click to expand...
Click to collapse
I think that you should have gotten the update by now as well. It seems to have been delivered worldwide, so there's no reason for you to be exempt from the bliss the rest of the owners are already experiencing. The bootloader not unlocking due to a network error is an argument believable for two or maybe three tries, but when it stubbornly keeps refusing to be unlocked, well, that is symptomatic of something else.
I did hear several reports of Prime users getting their units succesfully RMA'd, but also at least one user reporting that he received his unit in an locked state, from which he was no longer able to unlock. That might be a problem in your case...
Sent from my ASUS Transformer Pad TF700T
Its a shame though, the tablet works perfectly other wise. The wifi and gps reception is excellent. no dead pixels, hot pixels, dark or light spots, dust under display, scratches, etc. The screen is bonded frimly to the back and is not loose. In fact I think it's one of the nicer tabs out there. It's just that the thing won't update (or unlock).
rightonred said:
Unfortunately I got one of those tabs that won't OTA or unlock.
Click to expand...
Click to collapse
There must be a problem with some of these tablets and OTA updates. I received my Infinity a week ago with the. 21 firmware. No matter what I did it would not update OTA to 22. I did a manual update to. 22 which was very easy. A couple days later. 26 was available on their website. Again no OTA update and again I did it manually with no problem. My Infinity was neither rooted or unlocked at the time though I rooted after the. 26 update. I have read post on various forums with other owners with the same exact update issue while others did receive their updates OTA. I guess that shows that there are differences between this same model being it a software or hardware problem. Other than the OTA update issue my Infinity is working great. Much better than the 3 Primes that I owned.
Sent from my ASUS Transformer Pad TF700T using xda premium
Eddie Hicks said:
There must be a problem with some of these tablets and OTA updates. I received my Infinity a week ago with the. 21 firmware. No matter what I did it would not update OTA to 22. I did a manual update to. 22 which was very easy. A couple days later. 26 was available on their website. Again no OTA update and again I did it manually with no problem. My Infinity was neither rooted or unlocked at the time though I rooted after the. 26 update. I have read post on various forums with other owners with the same exact update issue while others did receive their updates OTA. I guess that shows that there are differences between this same model being it a software or hardware problem. Other than the OTA update issue my Infinity is working great. Much better than the 3 Primes that I owned.
Sent from my ASUS Transformer Pad TF700T using xda premium
Click to expand...
Click to collapse
We have a strong hunch that the issue is on ASUS' end, probably the serial numbers not being available in their database of shipped units, and therefore a) preventing OTA and b) preventing bootloader unlocking (since that's another instance of serial number checks against said database). Has any one of you run the unlock app already? I'd bet a beer on it it fails as well.
MartyHulskemper said:
We have a strong hunch that the issue is on ASUS' end, probably the serial numbers not being available in their database of shipped units, and therefore a) preventing OTA and b) preventing bootloader unlocking (since that's another instance of serial number checks against said database). Has any one of you run the unlock app already? I'd bet a beer on it it fails as well.
Click to expand...
Click to collapse
You didn't loose that beer.
The I-can't-unlock-or-update club is picking up quite a few members. I'll have to remember to bring donuts and coffee to the next meeting.
Anyway, I've given up on tech support. If it's affecting a significant number of people, asus will find out about it and fix it. At the moment it's a pain, but I'm not too worried.
I apologize, I do realize that several threads have been posted in regards to this matter; however, I have not seen any clear answers or solid consensus to what one should do with this issue. I bought my tablet at the beginning of January at Office Max ( live in USA) and almost immediately registered through Asus website. I have heard mixed reviews to whether or not registering has proved useful, but I can say that it has not for me. I have tried unlocking almost everyday since I bought the device. I have contacted Asus several times via telephone and email and have received a different response to the matter everytime. I would rather not RMA the device, as I use it for college; however, I will if I have to. I have also heard mixed reviews in regards to those who have RMA'd their devices and several have stated that they were still unable to unlock after receiving the device back... I am also unable to download OTA updates through the device which does lead me to believe that there is an issue with the MAC address, but I am not certain in that thinking. This issue has of course been frustrating, and honestly I am looking to others for answers, as I said I really only want to RMA the device if I truly have to..... Thanks for your time.
Hello Hammersuit,
I am experiencing the same troubles with a (german) TF300T, delivered with version WW V10.4.2.18.
I downloaded the ASUS "Unlock Device App" from the ASUS site. Any unlock procedure results in an "unknown network error. please try again later". So I registered my device and kept it online for some days (as sugested here). This did not work either, so I contacted the ASUS support asking to check the SN and Wifi mac.
The answer was, that they would not support the unlocker app. But the guy was kindly enough to check their database and said everything should work fine. Also I should use the latest Firmware.
The TF300T wouldn't auto-update the firmware, but I was able to manually update it to V10.4.2.20 (Downloaded from ASUS website, unziped once and put onto SD card. The update was immediately detected and it worked).
Status: I am running V10.4.2.20 now, but the unlock still does not work.
Edit: Just saw this thread here. I think I'll try asking ASUS to re-validate my mac as suggested.
meise said:
Hello Hammersuit,
I am experiencing the same troubles with a (german) TF300T, delivered with version WW V10.4.2.18.
I downloaded the ASUS "Unlock Device App" from the ASUS site. Any unlock procedure results in an "unknown network error. please try again later". So I registered my device and kept it online for some days (as sugested here). This did not work either, so I contacted the ASUS support asking to check the SN and Wifi mac.
The answer was, that they would not support the unlocker app. But the guy was kindly enough to check their database and said everything should work fine. Also I should use the latest Firmware.
The TF300T wouldn't auto-update the firmware, but I was able to manually update it to V10.4.2.20 (Downloaded from ASUS website, unziped once and put onto SD card. The update was immediately detected and it worked).
Status: I am running V10.4.2.20 now, but the unlock still does not work.
Edit: Just saw this thread here. I think I'll try asking ASUS to re-validate my mac as suggested.
Click to expand...
Click to collapse
Thanks for your reply, I'll try and do the same. It really depends on who you talk to when trying to communicate with Asus unfortunately.
Hammersuit said:
Thanks for your reply, I'll try and do the same. It really depends on who you talk to when trying to communicate with Asus unfortunately.
Click to expand...
Click to collapse
I'm have the exact same issues and also manually updated to the current software revision. Unfortunately for me, it looks like Australian support requests aren't going anywhere at the moment due to the 'spring festival'.
xitrapharlax said:
I'm have the exact same issues and also manually updated to the current software revision. Unfortunately for me, it looks like Australian support requests aren't going anywhere at the moment due to the 'spring festival'.
Click to expand...
Click to collapse
I was able to manually update as well. This leads me to believe that our issue does lie within a faulty MAC address or S/N. I have yet to test my patience by contacting Asus again, but if you can form your question around the basis of OTA updates as opposed to unlocking the bootloader they will at least attempt to help. I think that asking them what your MAC is and possibly correcting it will be the only way to resolve this issue...
Hammersuit said:
I apologize, I do realize that several threads have been posted in regards to this matter; however, I have not seen any clear answers or solid consensus to what one should do with this issue. I bought my tablet at the beginning of January at Office Max ( live in USA) and almost immediately registered through Asus website. I have heard mixed reviews to whether or not registering has proved useful, but I can say that it has not for me. I have tried unlocking almost everyday since I bought the device. I have contacted Asus several times via telephone and email and have received a different response to the matter everytime. I would rather not RMA the device, as I use it for college; however, I will if I have to. I have also heard mixed reviews in regards to those who have RMA'd their devices and several have stated that they were still unable to unlock after receiving the device back... I am also unable to download OTA updates through the device which does lead me to believe that there is an issue with the MAC address, but I am not certain in that thinking. This issue has of course been frustrating, and honestly I am looking to others for answers, as I said I really only want to RMA the device if I truly have to..... Thanks for your time.
Click to expand...
Click to collapse
I had the same issue so I returned the tablet three times to BestBuy until i got one that was allready at 4.1.1 ...
phil0sophic said:
I had the same issue so I returned the tablet three times to BestBuy until i got one that was allready at 4.1.1 ...
Click to expand...
Click to collapse
I have exchanged several emails with support now with the same support person, I managed to confirm I do have a MAC address issue but she was adamant the only fix is to send it in. If only Asus had an xda rep who knows the real fix for this issue and correct all of ours.
I have the same problem. I was the bootloader unlocked but i sent my tf300 to asus because i had a problem with the usb and sd card of the dock.And now the bootloader its locked. I thought that asus locked it. I have tried to open again but it said the same error. "Error network conection"..
xitrapharlax said:
I have exchanged several emails with support now with the same support person, I managed to confirm I do have a MAC address issue but she was adamant the only fix is to send it in. If only Asus had an xda rep who knows the real fix for this issue and correct all of ours.
Click to expand...
Click to collapse
Unfortunately a lot of users here on xda have reported their devices coming back from AST no different than the day they sent them in... As a college student I really don't have the time to waste on sending in my device and it being returned back saying all is dandy lol. I wish we could root JellyBean without unlocking... then I wouldn't be complaining so badly...
I finally got ASUS to help me unlock my Infinity They just don't know about it.
I have tried for months to unlock my tablet - everytime getting the famous "unknown error" error message.
At some point, I discovered that I could not egister my TF700 on ASUS device tracker web page. The error message I got was "invalid serial number"
That made me suspect that there might be a connection between the unlock problem and the device tracking problem.
I raised an issue through ASUS support pages, asking them to help me register my serial number at the device tracker system. Support could not find any problem with my serial number, so they raised the issue from support to ASUS R&D. This was about two weeks ago.
Today I received an email from support telling me that the issue was solved, and that I now should be able to register at Asus Device Tracker. Never mind that I ran the unlock tool and.... YES - It worked. I'm finally unlocked!!
Sent from my ASUS Transformer Pad TF700T using Tapatalk HD
Gefjon said:
I finally got ASUS to help me unlock my Infinity They just don't know about it.
I have tried for months to unlock my tablet - everytime getting the famous "unknown error" error message.
At some point, I discovered that I could not egister my TF700 on ASUS device tracker web page. The error message I got was "invalid serial number"
That made me suspect that there might be a connection between the unlock problem and the device tracking problem.
I raised an issue through ASUS support pages, asking them to help me register my serial number at the device tracker system. Support could not find any problem with my serial number, so they raised the issue from support to ASUS R&D. This was about two weeks ago.
Today I received an email from support telling me that the issue was solved, and that I now should be able to register at Asus Device Tracker. Never mind that I ran the unlock tool and.... YES - It worked. I'm finally unlocked!!
Sent from my ASUS Transformer Pad TF700T using Tapatalk HD
Click to expand...
Click to collapse
Congrats!
Enjoy a whole new tablet now, one that beats many, many others in many aspects
Gefjon said:
I finally got ASUS to help me unlock my Infinity They just don't know about it.
I have tried for months to unlock my tablet - everytime getting the famous "unknown error" error message.
At some point, I discovered that I could not egister my TF700 on ASUS device tracker web page. The error message I got was "invalid serial number"
That made me suspect that there might be a connection between the unlock problem and the device tracking problem.
I raised an issue through ASUS support pages, asking them to help me register my serial number at the device tracker system. Support could not find any problem with my serial number, so they raised the issue from support to ASUS R&D. This was about two weeks ago.
Today I received an email from support telling me that the issue was solved, and that I now should be able to register at Asus Device Tracker. Never mind that I ran the unlock tool and.... YES - It worked. I'm finally unlocked!!
Sent from my ASUS Transformer Pad TF700T using Tapatalk HD
Click to expand...
Click to collapse
Boy you must be very very...very happy guy! Congrats!
This is a very, VERY good find -- good train of thought, I like that. Props to you!
Enjoy your unlocked 700, and may other succesfully follow your path.
You know, I found this thread because the tool was asking for my google password.... and not accepting it.
I have enhanced security turned on. So folks, if you found this the same way I did, log in to your google account, go to settings > security > Connected Apps and Services, and generate a password for the unlocker app. Use that password.
Not sure how one directed me to the other... but there ya have it.
Well, Asus Support France isn't very supportive in my case: I got a response along the lines of "there's nothing special to do, you must have entered some info wrongly".
The symptoms are slightly different with me though:
I had registered my TF700 on the device tracker before the RMA and the service worked.
Now, after the RMA, the service just doesn't work, but only as if the tablet was shut down ("command failed").
I tried setting up a different profile to re-register, but it just fails ("command failed", again).
I'll try again with a different approach.
(or I'll give up, sell the TF700 and scrap tablets altogether)
quietseb said:
Well, Asus Support France isn't very supportive in my case: I got a response along the lines of "there's nothing special to do, you must have entered some info wrongly".
The symptoms are slightly different with me though:
I had registered my TF700 on the device tracker before the RMA and the service worked.
Now, after the RMA, the service just doesn't work, but only as if the tablet was shut down ("command failed").
I tried setting up a different profile to re-register, but it just fails ("command failed", again).
I'll try again with a different approach.
(or I'll give up, sell the TF700 and scrap tablets altogether)
Click to expand...
Click to collapse
I have a similar situation here in the US. I was trying to unlock but kept getting the standard network error. After multiple emails to Asus, they told me that the Wi-fi mac address that I registered the tablet with was different than the current one on the tablet (I had to send it in for a RMA shortly after purchase, and I think that they changed the motherboard.). They asked me to RMA again so that they can fix it. It's currently there now, so hopefully when I receive it back, I'll be able to unlock it.
UPDATE: RMA didn't help. I still have the network error. im'd support. They just told me that they don't support unlock; I'm on my own. Am rightly p'od about it. I may try actually calling Support, but that's after vacation (believe me, I now need it!).
Actually I was hoping I could avoid a third RMA using Gefjon's "workaround"... Plus some reports of tablets RMAed for that exact problem (tablet can't unlock due to serial number / Wifi mac address mismatch) show that the returned tablet often still can't unlock...
Hope it'll be okay with yours!
Sent from my Xperia Neo V using xda app-developers app
Is anyone who is getting the error when trying to unlock also able to get OTA updates? I explained about 5x now to support that my tablet does not find updates when it searches, does not register with the asus web tracker, and does not work with the unlock tool. One email support said the mac address was different on the server than the one shown to be associated with my tablet. I said I'd like the ticket sent on to Taiwan so the developers can look in to it fixing it. She said that was impossible to do and to contact local support (800 number here in the states). Yesterday I called support asking to have a ticket sen to Taiwan to check what the server has my tablet. This support staff said the mac address is the one associated with my serial number and would not listen to the rest of my explanation. I had apparently researched his allotted time per call.. It ended with the default send it in to RMA because if it's not getting OTA then something is wrong with the tablet and they will fix it. He claims there is no issue with the servers in Taiwan that they know of.
Now I'm trying to decide if I want to be without the tablet for 3 weeks or just cut the hopes of unlocking it for better performance and stick with what ever firmware they release. At least I can disable bloatware with root. I did have the person add that if the tablet is being shipped back for RMA then i want all of the screen bleed fixed and will not accept the tablet back if the product is damaged. First time I sent it in for unrelated issue I got it back with metal around the plug port and dock holes bent. I got the pictures to prove it.
There is no other way to install a rom with just root access? even if it uses stock kernal?
fsured said:
Is anyone who is getting the error when trying to unlock also able to get OTA updates? I explained about 5x now to support that my tablet does not find updates when it searches, does not register with the asus web tracker, and does not work with the unlock tool. One email support said the mac address was different on the server than the one shown to be associated with my tablet. I said I'd like the ticket sent on to Taiwan so the developers can look in to it fixing it. She said that was impossible to do and to contact local support (800 number here in the states). Yesterday I called support asking to have a ticket sen to Taiwan to check what the server has my tablet. This support staff said the mac address is the one associated with my serial number and would not listen to the rest of my explanation. I had apparently researched his allotted time per call.. It ended with the default send it in to RMA because if it's not getting OTA then something is wrong with the tablet and they will fix it. He claims there is no issue with the servers in Taiwan that they know of.
Now I'm trying to decide if I want to be without the tablet for 3 weeks or just cut the hopes of unlocking it for better performance and stick with what ever firmware they release. At least I can disable bloatware with root. I did have the person add that if the tablet is being shipped back for RMA then i want all of the screen bleed fixed and will not accept the tablet back if the product is damaged. First time I sent it in for unrelated issue I got it back with metal around the plug port and dock holes bent. I got the pictures to prove it.
There is no other way to install a rom with just root access? even if it uses stock kernal?
Click to expand...
Click to collapse
1) For unlocking issue - You should use the method "ASUS device tracker" registration with Asus tech support, don't tell them anything about unlocking, and once they fixed the ASUS device tracker which allow your device to register and very possible that unlocking would work too.
2) If you only rooted, you only can manually flash stock rom and stock kernel. That's it.
nah
buhohitr said:
1) For unlocking issue - You should use the method "ASUS device tracker" registration with Asus tech support, don't tell them anything about unlocking, and once they fixed the ASUS device tracker which allow your device to register and very possible that unlocking would work too.
2) If you only rooted, you only can manually flash stock rom and stock kernel. That's it.
Click to expand...
Click to collapse
I managed to register my TF700 on ASUS device tracker website. Could even block it remotely with a password.
Unfortunately this didnt solve my unlocking problem. Contacted ASUS support, they asked for DM Server, FW, Mac Address screenshots.
Waiting for an escalation...
kemtrails said:
I managed to register my TF700 on ASUS device tracker website. Could even block it remotely with a password.
Unfortunately this didnt solve my unlocking problem. Contacted ASUS support, they asked for DM Server, FW, Mac Address screenshots.
Waiting for an escalation...
Click to expand...
Click to collapse
One guy with Asus US is trying right now to get this fixed. Send him your info as this post says to and you might get fixed in the next batch:
http://forum.xda-developers.com/showpost.php?p=40408537&postcount=567
He has already successfully helped one Transformer user as a test.
I currently have my tablet at the Texas facility for RMA. I gave up trying to explain to the phone rep that the issue is not so much with the tablet but with how it is registering on the server. I said fine RMA it but i'm not for postage. He gave me a free comp on postage this time. In box i typed up a description of what it was doing and didn't mention unlocking the tablet. One member here advised not to mention it. I figured if i'm going to be unable to unlock then let them fix it so I can at least get OTA updates and use the Device Tracker. In theory with those working my chances of unlocking may be higher. I explicitly said test the OTA download service to make sure it work, and test the device tracker website. I included screen hot print outs of the error or tablet saying it is up to date.
Since they are going to have the tablet again I'm having them do what they can to fix light bleed. Also do some frame repair from the last RMA.
I also mentioned this is my second RMA to this facility. The first time it was returned damaged. I have pictures of before it was send, when it was returned with the damage, and pictures of the device right now. I mentioned if there is more damage on the device then I return to to the deilvery guy and check return to sender.
Gefjon said:
I finally got ASUS to help me unlock my Infinity They just don't know about it.
I have tried for months to unlock my tablet - everytime getting the famous "unknown error" error message.
At some point, I discovered that I could not egister my TF700 on ASUS device tracker web page. The error message I got was "invalid serial number"
That made me suspect that there might be a connection between the unlock problem and the device tracking problem.
I raised an issue through ASUS support pages, asking them to help me register my serial number at the device tracker system. Support could not find any problem with my serial number, so they raised the issue from support to ASUS R&D. This was about two weeks ago.
Today I received an email from support telling me that the issue was solved, and that I now should be able to register at Asus Device Tracker. Never mind that I ran the unlock tool and.... YES - It worked. I'm finally unlocked!!
Sent from my ASUS Transformer Pad TF700T using Tapatalk HD
Click to expand...
Click to collapse
Thank you so much for posting this. I am once again happy with my TF700. I just want to confirm that this worked for me as well. I just want to share a few other things so others might gain from it. BE PERSISTENT with ASUS!! I got excuses from them several times.
I kept getting the "Command Failed" error on Device Tracker when trying to register my device. ASUS tier 1 support attempted all their usual fixes with me but (surprise) it still didn't work. They eventually sent me to their VIP eservice site, where they said to enter another ticket and a supervisor would be able to help through this. (XDA won't allow me to paste the URL because I'm a noob). Just Google ASUS VIP eService and the first result should be the form.
The first response I got via email told me that they had a record that my device was unlocked and that device tracker doesn't work with unlocked devices. I told them that, Yes, I had unlocked my device before the RMA but they were supposed to have replace the main board and I got the device back 're-locked' so the device was not currently unlocked at this time. They then asked for my Wifi MAC Address and said they were sending this information off to the department who handles it (nothing more specific). I got another email about 24 hours later that device tracker should work now. Just like Gefjon, I immediately tried the unlock tool instead and BINGO it unlocked successfully on the first try.
Thank you again for posting your findings!
Just want to say that the exact same thing happened to me.
I was unable to register the device on the tracker website, error message was 'invalid serial'. I shot an email off to their support site. Bit back and forth with them trying the usual suspects first, like reset, reboot etc.
Then i got an email from one of the engineers, told him the same issue was present with quite a few devices. And also that a ASUS rep was looking into the problem on these boards.
12 hours later i got an email back, telling me to try again. And my tf700 unlocked happily
chzz said:
Just want to say that the exact same thing happened to me.
I was unable to register the device on the tracker website, error message was 'invalid serial'. I shot an email off to their support site. Bit back and forth with them trying the usual suspects first, like reset, reboot etc.
Then i got an email from one of the engineers, told him the same issue was present with quite a few devices. And also that a ASUS rep was looking into the problem on these boards.
12 hours later i got an email back, telling me to try again. And my tf700 unlocked happily
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Click to collapse
Lucky. I was successful in getting email support to send the request to whatever department checks the server information. They responded that my tablet information isn't even registered on the servers. That is why I can't do anything with it that involves communicating with Asus. I was given the option to RMA again so they can add my tablets information to the server. Haha. Not a simple, "oh there is a wrong number with the serial or mac address."
I sent it in about 4wks ago for this and all the tech did was manually install the latest firmware. All they saw was unable to receive OTA and figured flashing it there was what I sent it in for. Makes me wonder if they even read the "typed description" they ask to be sent with the tablet or the actual RMA ticket. I could flash Ice Cream Sandwich and it would not recognize the old firmware is out of date and proceed to update itself. Even sent a screen shot of the error when using device tracker to go with the typed description of the problem.
fsured said:
Lucky. I was successful in getting email support to send the request to whatever department checks the server information. They responded that my tablet information isn't even registered on the servers. That is why I can't do anything with it that involves communicating with Asus. I was given the option to RMA again so they can add my tablets information to the server. Haha. Not a simple, "oh there is a wrong number with the serial or mac address."
I sent it in about 4wks ago for this and all the tech did was manually install the latest firmware. All they saw was unable to receive OTA and figured flashing it there was what I sent it in for. Makes me wonder if they even read the "typed description" they ask to be sent with the tablet or the actual RMA ticket. I could flash Ice Cream Sandwich and it would not recognize the old firmware is out of date and proceed to update itself. Even sent a screen shot of the error when using device tracker to go with the typed description of the problem.
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Thats really unfortunate fsured. I do not know whey they are being so difficult with this. Its clearly a problem on their end with a simple fix, and all of us have paid to have a working product.
The hit and miss of the support is just damaging their reputation and will hurt their bottom line a lot more than being a bit forthcoming in the service requests. Especially as things are with the tf700 having bad IO issues and need a 3rd party ROM to work optimally. If things was working well without a custom ROM i could better understand their attitude.
Have you tried sending a PM to the ASUS rep on here?
After sending it in a second time to repair this issue I was displeased to discover that the service center replaced the MB of the tablet thinking that would fix it. Even after I highlighted in yellow the response from Asus email support that all they have to do is add my tablets information into the server database. That is just wasted money and shows the service center has some issues. It's essentially a new tablet. But this did not fix the issue on the server side.
Have you tried sending a PM to the ASUS rep on here?
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And here is the good news. On Tuesday I responded to the same email support member who originally informed me that the tablet information was not on the servers and explained what happened. I also emailed the Asus rep on here explaining things. ---Side note, He rocks. He has helped me with my Prime issues and now this one--- Not sure what he did or informed back in HQ but last night he responded that he was going to try something. I got another email about 40min ago asking to reboot the tablet and try to unlocked. It worked! I didn't go through the process yet. I want to read up and make sure I know what I'm doing. I'm pleased with the performance on stock but the temptation is there with all the praise the tablet receives on cromi.
After canceling out of the unlock I tried the update firmware since it was not receiving any previously. Sure enough it went to downloading the latest update. :victory:
I have now the same problem,
But then from Europe Belgium.
Last year my tablet was DEAD, it was unlocked and cromni was installed.
I send it to ASUS for a repair and they replaced the motherboard.
Now after 1 year working with stock ROM and a lot of reboots and SO SLOW I tried again to unlock and install a custom ROM.
But I have the same problem where I am unable to reboot with as comment a network error.
Reading here I tried to do the ASUS device tracker, and also there they say that my serial number is not recognized.
I then opened a ticket on the ASUS VIP Service, there when I enter my serial number it immediatly shows model and type, so it is in that database.
I just got a response from ASUS that also for them the information is incorrect (serial number and or MAC address) and they have forwared the message to TAIWAN.
TO BE CONTINUED...
Zuran said:
I have now the same problem,
But then from Europe Belgium.
Last year my tablet was DEAD, it was unlocked and cromni was installed.
I send it to ASUS for a repair and they replaced the motherboard.
Now after 1 year working with stock ROM and a lot of reboots and SO SLOW I tried again to unlock and install a custom ROM.
But I have the same problem where I am unable to reboot with as comment a network error.
Reading here I tried to do the ASUS device tracker, and also there they say that my serial number is not recognized.
I then opened a ticket on the ASUS VIP Service, there when I enter my serial number it immediatly shows model and type, so it is in that database.
I just got a response from ASUS that also for them the information is incorrect (serial number and or MAC address) and they have forwared the message to TAIWAN.
TO BE CONTINUED...
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Click to collapse
You are not the first one has this issue about the unlock after the RMA... You need patience and work with Taiwan to solve your problem.. Good luck..:fingers-crossed:
So I sent my tablet back to Asus a few weeks ago because it wouldn't turn on/charge. They replaced the main board and sent it back.
Everything was smooth sailing until I discovered that the tablet was running an old android version. I checked for updates in the "About Tablet" section of settings and received the message: "Internet connection error or the server is busy. Please wait a moment and try again" - I've waited three weeks.
My tablet previously had a US SKU, but now runs on WW with the new main board.
I decided that since I can't OTA, I may as well unlock my tablet and get rid of this piece of **** stock ROM. Alas, I'm also unable to unlock my device or connect to the device tracker. I suspect all these problems are related.
I know I can update manually, but I didn't pay good money for this tablet to use workarounds.
Has anyone experienced this problem before? If so, how did you go about fixing it?
Any help or advice would be appreciated! I would rather not send my tablet back to the service center again.
bamtori said:
So I sent my tablet back to Asus a few weeks ago because it wouldn't turn on/charge. They replaced the main board and sent it back.
Everything was smooth sailing until I discovered that the tablet was running an old android version. I checked for updates in the "About Tablet" section of settings and received the message: "Internet connection error or the server is busy. Please wait a moment and try again" - I've waited three weeks.
My tablet previously had a US SKU, but now runs on WW with the new main board.
I decided that since I can't OTA, I may as well unlock my tablet and get rid of this piece of **** stock ROM. Alas, I'm also unable to unlock my device or connect to the device tracker. I suspect all these problems are related.
I know I can update manually, but I didn't pay good money for this tablet to use workarounds.
Has anyone experienced this problem before? If so, how did you go about fixing it?
Any help or advice would be appreciated! I would rather not send my tablet back to the service center again.
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Click to collapse
I receive the same error when checking for a system update. My tablet is completely stock and was not send for rma and also is on the latest android version. The system update screen shows the last successful update check was on 15/9.
I'm experiencing this as I type this. I haven't RMAed my tablet or anything, bone stock. For some reason it gives me that error now. I have a feeling its a issue on Asus end.
Sent from my ASUS Transformer Pad TF700T using XDA Premium 4 mobile app
bamtori said:
So I sent my tablet back to Asus a few weeks ago because it wouldn't turn on/charge. They replaced the main board and sent it back.
Everything was smooth sailing until I discovered that the tablet was running an old android version. I checked for updates in the "About Tablet" section of settings and received the message: "Internet connection error or the server is busy. Please wait a moment and try again" - I've waited three weeks.
My tablet previously had a US SKU, but now runs on WW with the new main board.
I decided that since I can't OTA, I may as well unlock my tablet and get rid of this piece of **** stock ROM. Alas, I'm also unable to unlock my device or connect to the device tracker. I suspect all these problems are related.
I know I can update manually, but I didn't pay good money for this tablet to use workarounds.
Has anyone experienced this problem before? If so, how did you go about fixing it?
Any help or advice would be appreciated! I would rather not send my tablet back to the service center again.
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Click to collapse
Don't know where you are actually located and where the service center that handled your RMA is, but if you are in the US, they screwed up. If you are in the US and running a WW firmware, you won't get OTA updates.
If you are in a WW region, you can try to clear cache and data and then force close CMClient and DMClient under Apps > All, reboot and try the system update again.
Not being able to unlock after having the main board replaced is unfortunately a very common issue.
There may be some hope: http://forum.xda-developers.com/showthread.php?t=2339495
Sent from my ASUS Transformer Pad TF700T using Tapatalk 4
Another possible reason for not getting updates is the servers in Taiwan do not have the new MB information matching the serial number of the tablet. That will cause updates to not register. Try connecting to the Asus device tracker website but as you stated it does not work. If that does not work then that is pretty much your proof. Only way to fix this is to have someone at the HQ in Taiwan update the server there with the proper information. After that if the website works then you should get updates again and unlock the tablet. If you contact phone support you will be wasting your time since they can't fix the problem and will say send it back for rma.
Look up the thread on the device tracker not working. You will find answers there if the servers do not have the proper info.
Good luck.
fsured said:
Another possible reason for not getting updates is the servers in Taiwan do not have the new MB information matching the serial number of the tablet. That will cause updates to not register. Try connecting to the Asus device tracker website but as you stated it does not work. If that does not work then that is pretty much your proof. Only way to fix this is to have someone at the HQ in Taiwan update the server there with the proper information. After that if the website works then you should get updates again and unlock the tablet. If you contact phone support you will be wasting your time since they can't fix the problem and will say send it back for rma.
Look up the thread on the device tracker not working. You will find answers there if the servers do not have the proper info.
Good luck.
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I needed to RMA my tablet again for an unrelated screen problem anyway, so I figured I'd try and get them to fix the device tracker/unlock issue at the same time. I called the service center (Australia) and told them that they messed up on the last RMA and now I couldn't use the device tracker anymore.I physically attached a letter explaining the issue (to the screen of my tablet) and away to the service center it went.
15 days of RMA later, I was reunited with my tablet and now everything works: updates (for the time being), device tracker and the unlock tool.
The fact that they don't just update the server information when they replace the mother board is fairly stupid and inefficient on their part. Oh well, I'm just happy I can use my tablet to its potential now.
Thanks for the help and information everyone!
Thought I’d pass along my recent experience with unlocking the bootloader.
• I initially downloaded and installed the unlock tool. I tried dozens of times over the next few days, always running into failure. I tried resets and just about everything else, all to no avail.
• Wondering if my device wasn’t registered with Asus, I went to the Asus device tracker site and successfully registered it. However, the tracking map would never get beyond the “Loading” state, though no error was raised.
• I contacted Asus Support via email, noting the tracking problem.
• One day later, Asus replied back saying that it was because my device was unlocked. I verified by rebooting and looking for the device unlocked message that I was not unlocked – I passed that back to Asus.
• One day later, Asus replied back, asking for a screenshot showing my serial number and MAC address from the status window (even though I provided both in my first message and it still showed in the email trail). I got that to them. Asus Support said they would pass that on to another group.
• One day later, Asus replied back, providing a jpg of some log file saying that I had successfully unlocked a week earlier. Again, I verified by rebooting and looking for the device unlocked message that I was not unlocked – I again passed that back to Asus.
• At this point, I was about to give up but I decided to give it one more try – and voila! On that first try I successfully unlocked! I passed that back to Asus Support and their reply was “It seems that your tablet was unlocked successfully.”
Did Asus change something based on my emails (e.g., get the MAC address in their system – a known issue with them)? Was I finally just lucky? I don’t know. But all in all, it was an extremely frustrating experience and it took several days and literally dozens of attempts before unlocking worked for me.
After all of that, I loaded TWRP and CROMI-x ROM and my tablet runs much better – faster, more stable (no random reboots yet), and battery life is better. So in the end, I am really glad I persevered.
Dave
sparksd said:
Thought I’d pass along my recent experience with unlocking the bootloader.
• I initially downloaded and installed the unlock tool. I tried dozens of times over the next few days, always running into failure. I tried resets and just about everything else, all to no avail.
• Wondering if my device wasn’t registered with Asus, I went to the Asus device tracker site and successfully registered it. However, the tracking map would never get beyond the “Loading” state, though no error was raised.
• I contacted Asus Support via email, noting the tracking problem.
• One day later, Asus replied back saying that it was because my device was unlocked. I verified by rebooting and looking for the device unlocked message that I was not unlocked – I passed that back to Asus.
• One day later, Asus replied back, asking for a screenshot showing my serial number and MAC address from the status window (even though I provided both in my first message and it still showed in the email trail). I got that to them. Asus Support said they would pass that on to another group.
• One day later, Asus replied back, providing a jpg of some log file saying that I had successfully unlocked a week earlier. Again, I verified by rebooting and looking for the device unlocked message that I was not unlocked – I again passed that back to Asus.
• At this point, I was about to give up but I decided to give it one more try – and voila! On that first try I successfully unlocked! I passed that back to Asus Support and their reply was “It seems that your tablet was unlocked successfully.”
Did Asus change something based on my emails (e.g., get the MAC address in their system – a known issue with them)? Was I finally just lucky? I don’t know. But all in all, it was an extremely frustrating experience and it took several days and literally dozens of attempts before unlocking worked for me.
After all of that, I loaded TWRP and CROMI-x ROM and my tablet runs much better – faster, more stable (no random reboots yet), and battery life is better. So in the end, I am really glad I persevered.
Dave
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I just contacted ASUS about my device not being unlocked and they said their database shows that it is. They opened up an investigation / case. Hopefully they reset it so that I can try again. It thinks it is unlocked but it is not. So frustrating.
Any tips?
hyderabadi said:
I just contacted ASUS about my device not being unlocked and they said their database shows that it is. They opened up an investigation / case. Hopefully they reset it so that I can try again. It thinks it is unlocked but it is not. So frustrating.
Any tips?
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I wish I had some to give other than to persist with them. As my post says, I had a back and forth with them insisting that it was not unlocked. I don't know if they actually did anything or if I finally just got lucky with the tool. It's unbelievable that they make unlocking so difficult.
They won't even talk to me AT ALL about why mine wont successfully unlock. I was told the do not assist with unlocking the bootloader. Wish there was another way. I really did want to flash something better than their laggy trash.
flhthemi said:
They won't even talk to me AT ALL about why mine wont successfully unlock. I was told the do not assist with unlocking the bootloader. Wish there was another way. I really did want to flash something better than their laggy trash.
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To quote the title of a thread seen elsewhere, "Asus Support sucks". I may be happy with my flashed TF700T but I would strongly advise against buying Asus tablets because of this.