yashsingh1/xdaforums huggingface dataset:
[Asus  Eee Pad Transformer Prime] xRedLeadrx:
Factory reset and wait was not a solution, nor was trying to force the update after the wait. I have been able to manually update to 8.8.3.33 but there is currently no way for me to get ICS. Also a new member so unable to PM. Thanks for the open communication.
[Asus  Eee Pad Transformer Prime] Rogue100:
This may be the case for me as well. Sent a pm to Gary, but seeing zero messages in my sent messages list. Might just be that it doesnt show there until the recipient actually views it.

Anyways, Gary, if you didn't get pms from any of us who said we sent them, let us know.
[Asus  Eee Pad Transformer Prime] bubigrega:
You need 8 posts to be able to post links on forum. Maybe is the same for PM? But think positiv! :)

Good job Asus and Gary!
[Asus  Eee Pad Transformer Prime] KBanause:
do you have the latest HC update? it should be DE_8.8.3.33. My Prime came with DE_8.8.3.29 (or was it with 8.8.3.27?) and I had to update it manually to 8.8.3.33 (I never got an update notification even though the update was available on the ASUS website). But the update to ICS came automatically.
[Asus  Eee Pad Transformer Prime] SonicTab:
I've communicated with Gary via his Asus email address, he is quite real :)
[Asus  Eee Pad Transformer Prime] sontin:
Yap. But i never got the .29 or the .33 update. And don't let me start with ICS. :cool:
[Asus  Eee Pad Transformer Prime] tensCAmel?:
Dude, seriously? The official participation of ASUS on xda forums is all over the web. Don't you think ASUS would do something about it if Gary didn't work for ASUS?
[Asus  Eee Pad Transformer Prime] GernBlanston:
.

Dude, relax, it's just an observation...a novel way of looking at the information in the thread thus far...it's not a judgement.
[Asus  Eee Pad Transformer Prime] Gary Key:
The fix requires additional information on the unit that is then input into the server for proper system recognition. Believe me, if it were a fix that could be posted it would have been done by now.
[Asus  Eee Pad Transformer Prime] sontin:
Can you explain the reason of this problem to us? Sounds really interessting.
[Asus  Eee Pad Transformer Prime] GernBlanston:
I'd also be interested to know if the fix returns the Prime to a normal state with S/N available...I'm interested in one day rooting the tablet for CIFS support.
[Asus  Eee Pad Transformer Prime] cotten516:
So, has anyone found success with this process?
[Asus  Eee Pad Transformer Prime] 3rdamention:
Only problem is, until there is a fix (which has been promised in an update) you will not be able to root your tablet, and you will have to manually update every update (even little camera updates), until the Serial Number Unknown Problem is fixed.

Also, dont' try emailing Asus or filling out a Tech Inquiry on their website, I am still waiting for a response and it has been 2 weeks. Remember, all emails are escalated as "URGENT" after 48 hours. Shows you just how "URGENT" Asus is treating these inquiries.
[Asus  Eee Pad Transformer Prime] SonicTab:
Anyone call in today, did they get Gary's memo?
[Asus  Eee Pad Transformer Prime] NeoteriX:
Sounds obvious to me; the units were not flashed with serial numbers, so they're developing some process by which you enter in the serial number from the sticker/box of your Prime (and perhaps other unit info), the server must authenticate, and then out comes some flashable process that is able to flash your unit clean.

This is all speculation though, let's try to wait and see, eh?
[Asus  Eee Pad Transformer Prime] cotten516:
Gary, we need some clarification

OK, so I called in last night shortly after Gary released his 1/23 update. Not only did the service rep not know the fix for the unknown serial number issue, they weren't even aware that there was an issue. I shrugged it off and decided to just call again today when I had the chance. Well........ I just got off of the phone with them for the second time. Again, the service rep didn't know anything about the issue. He had to put me on hold, and when he returned, he suggested a factory data wipe. After I informed him that I had done that 5 times to no avail, he said my only other option was to send it back with RMA. Gary, there was absolutely no mention of an alternative fix that requires additional information on the unit that is then input into the server for proper system recognition. As you posted on page 19 of this thread. No mention whatsoever. 2 separate calls with 2 separate service reps at 2 separate times and neither of them have any clue that there is even a serial number issue, much less a fix or any knowledge of anything you have posted here. I declined the RMA until i could get on here and hopefully find out for sure if a RMA is needed. I fear that Asus is having people ship their primes back unnecessarily. So, Gary, should we ask for someone specicically? Reference something specifically? Or is there a disconnect between who has the info andwho needs the info? Any help would be appreciated.
[Asus  Eee Pad Transformer Prime] Gary Key:
I apologize about the dial in problems with the Service Group. If you called and had a problem with them not assisting you through either a system identification walk-through and software update or a RMA then please PM me with your email, name, and serial number and I will forward it directly to our Service Team. We will have a dedicated support staff on the forums in the near future to fast track service calls, in the meantime I am assisting service.
[Asus  Eee Pad Transformer Prime] Rogue100:
Anyone who has called in or been called had this resolved yet?

Gary, is there any estimation of how soon we will be contacted if we sent the email as per your instruction?
[Asus  Eee Pad Transformer Prime] cotten516:
We have basically been offered 3 possibilities for fixing our issue

1) factory data wipe

2) additional information on the unit given over the phone that is then input into the server for proper system recognition (a stated by Gary Key on page 19 of this thread)

3) RMA

I find a couple things to be very odd

a) this thread has 20 pages and now that the "fix" has been revealed, not a single solitary person has reported that their issue has been fixed

b) not a single service rep at asus is aware of solution 2 above. They are going straight from factory data wipe to RMA. I am not comfortable going straight to RMA when there is a possible fix the does not involve sending off my 2 week old tablet away for 2 more weeks. Even after searching for info, service reps find no info on solution 2. I called multiple times to verify that it wasnt just a fluke that the service trip I got was out of the loop. None of the reps I spoke to had any clue.

It just seems like there is either a huge gap between what we were told on this thread and what the frontline service reps have been told or solution 2 above is not a real solution but more of an appeasement, just do they can say they tried. Bottom line is, a "fix" was rolled out 24 hours ago and I have yet to find anyone who knows of its existence. Am I being overly analytical?
[Asus  Eee Pad Transformer Prime] paladin82:
If anyone has spoken to anyone at Asus that has told them how to fix this problem, and has successfully fixed their device please speak up and let us all know!
[Asus  Eee Pad Transformer Prime] Jeff1192:
So my father-in-laws Prime has no serial number and I`ve been trying to update his manual and it`s just not working. I extracted the 8.8.3.29 onto a micro SD card leaving me with a file named blob and a folder named META-INF. Is this what I should be seeing on the SD card? Nothing happens when I put the card in his Prime. I have also tried just doing one of the other updates as well (.33 and 9.4.2.7) and nothing happens with them either. I can`t for the life of me figure out why his Prime won`t see the files and update. I would love some help with this as it`s officially driving me nuts.

Thanks

Jeff
[Asus  Eee Pad Transformer Prime] Rogue100:
The update files are zipped twice. You should unzip the first level, and put the resulting zip file in the root. If you ended up with something other than a zip, you unzipped too far.

---------- Post added at 09:22 PM ---------- Previous post was at 08:43 PM ----------

Gary,

Called twice, once last night, and once more today. Neither time did the customer service representative have any clue about a fix other than the already tried factory data reset or an RMA. I've PM'd you the requested info from your last post. Please have someone contact me who is informed of the fix you described.
[Asus  Eee Pad Transformer Prime] Brewdogg18:
I am having the same issue and cannot PM Gary my serial number due being new here. I called ASUS support and they would only give me an RMA to send my less then 24 hour tablet in to them at my expense!
[Asus  Eee Pad Transformer Prime] GernBlanston:
You sure you downloaded the right one for your country? US version should start with US, there is another WW version that means "worldwide", I guess, and that one won't be seen by a US Prime, and vice versa. There are also other versions particular to other countries. And, the zip thing mentioned previously.

I think I'm a little confused as to what this "update" is supposed to entail. Reading Gary's post on page one, it seems that it is focused on getting whatever the latest firmware revision is onto a tablet that is unable to authenticate itself on Asus' servers...read the description of the "problem"...does it sound like the underlying problem (no SN available to a device), or a symptom (can't get the latest firmware OTA)? I hope Asus understands that the problem with having a Prime that doesn't know its own serial runs deeper than having to wait for or perform manual firmware updates...that, and the description of the solution: I've sent the email, am I supposed to be waiting, calling support, what? Is what Gary described a simple firmware update, is it a factory reset and wait, does it involve software unique to this problem, what was the "testing" about, and what were the results? I think, what, 2 people have actually been contacted so far during initial "testing"?
[Asus  Eee Pad Transformer Prime] xRedLeadrx:
Jeff...

What I've found to work is to place the original zip file on the secondary storage. Full path follows:

/Removable/MicroSD/ASUS/Update/*.zip

Hope that helps.
[Asus  Eee Pad Transformer Prime] Jeff1192:
Thanks for the assistance guys. The problem was that I was unzipping that second folder as well. All updated now and waiting for a fix from ASUS for the serial number problem.
[Asus  Eee Pad Transformer Prime] FocalFury:
E-Mailed my information per Gary's request.

I tried contacting the ASUS line again as he also suggested and no one has a clue, they just keep saying to RMA it and send it in.

I'll update what I hear back from ASUS as soon as I do so hopefully it can help people here.

D A N N Y
[Asus  Eee Pad Transformer Prime] cotten516:
please, just give us a direct answer to these questions, Gary

Are there 3 possible solitions to our issue:

1) data wipe

2) additional data that will be input into the server to help recognize the tablet

3) RMA

Or are there 2:

1) data wipe

2) RMA

You posted 3 possible solutions here. Asus is claiming there are 2. No one here has reported receiving any contact from Asus as a result of emailing them. None. No one wants to RMA their tablet if there is another fix that hasnt been tried. So, Gary, does this mythical 3rd solution exist or not. If so, how in the world do we get the service reps at Asus to know it exists? Your answer to these simple questions could help all of us a lot. And please do not recommendemailing Asus, as no one is getting responses to any emails that they have sent.
[Asus  Eee Pad Transformer Prime] markbraggs:
It's like I'm invisible. lol. :confused: ASUS has been consistently in touch with me via email, just be patient and I'm sure they'll get to you soon. And as far as I know from my conversation with a rep, RMA seems to be the only solution to this problem. My local distribution facility just received replacement tablets today. The guy at ASUS is going to open it up (I said that was ok), install ICS, check for stability, and make sure everything is in working order before sending me my new unit.

So no, they're likely not ignoring you. They're probably just overloaded right now and are helping people on a case-by-case basis. Maybe I came before many of you because I am only about 90 miles from their bay area distribution center? No idea. Just be patient (a lot to ask, I know...but I've been going through the same thing since December 23rd)
[Asus  Eee Pad Transformer Prime] GernBlanston:
I know about your experience, but this mirrors what customer service has been saying about any non-user-serviceable fault since before their rep started this thread. Some (not all) of what the Asus rep is saying seems to indicate that there is a solution involving something other than RMA. Else, why have all this emailing with serial numbers, suggestions to wait, hints at a procedure being developed, etc.? RMA has been an option to us from the start...if what you're saying is true, then why doesn't the first post in this thread say, "RMA your Prime, there's nothing we can do from a distance"?

In other words, if the solution is RMA, then we're wasting a lot of time in this thread.
[Asus  Eee Pad Transformer Prime] Rogue100:
I think he was referring to the fact that no one seems to have been been contacted by an Asus tech who is actually aware of the fix Gary claims exists. Unless Gary is lying to us, then there is in fact a fix that doesn't require an RMA, yet the Asus techs seem clueless about it.
[Asus  Eee Pad Transformer Prime] cotten516:
Some progress made.... just a little

Well. I just spoke to a supervisor at Asus tech support. I explained the entire situation to her. She even pulled up XDA while I was talking to her and I guided her through this entire thread. She still had no idea about what the mythical 3rd way to attempt to fix this issue was. But rest assured, she will be escalating this higher to attempt to find an answer. If if have to RMA I will, but I want an answer if its really necessary first. I was told I would get a call in 24-48 hours. I will keep you updated. On a side note, she was actually very helpful.
[Asus  Eee Pad Transformer Prime] benlc:
Asus just replied to the email Gary suggested to send !

Useless informations, as noting to do with serial number.....
[Asus  Eee Pad Transformer Prime] Munkee Boy:
I just received the same email. I replied back that manually updating did indeed work and i am on 9.4.2.11.1, but serial number is still unknown. We'll see if they reply back with something useful.
[Asus  Eee Pad Transformer Prime] cotten516:
Asus just finally replied to my email as well. Same email as above. LITERALLY, ALL THAT THEY DID WAS PROVIDE A LINK TO PERFORM A MANUAL UPDATE TO ICS. As if once I manually update to ICS, all of my problems are solved. I think they take us all for idiots. I am over my return period, so I guess I will just sell it on Ebay rather than RMA. This was my first Asus product, and my last. Most horrible electronics experience I have ever had. Also, not a peep from Gary Key since it was proven that what he had been telling us was all misinformation. Anything Gary? Anything to add at all ? Doubt it.
[Asus  Eee Pad Transformer Prime] Rogue100:
You're on 9.4.2.11.1? Most recent firmware I see on their support site is 9.4.2.7.
[Asus  Eee Pad Transformer Prime] HiddenSanctum:
I am pretty sure Gary Key will be able to fix the problem for us. There was a case where some of the Asus G73JH (including mine) had PSOD and freezing problems on another forum (notebook review) and Gary Key was able to provide us with a Vbios to flash which completely solved the problems for us. He did mention that there was two steps to this process. They would give us the first set of instructions and if that did not work, they would give us another set.
[Asus  Eee Pad Transformer Prime] cotten516:
If you have followed this thread from the beginning, you would see that it doesn't appear that he will be solving our problems any time soon. I hope I am wrong.
[Asus  Eee Pad Transformer Prime] GernBlanston:
I'm still hopeful that there's something coming from ASUS engineering, but a clarifying statement from Gary would go a long way right about now.
[Asus  Eee Pad Transformer Prime] HiddenSanctum:
Why do you say that? Where are you getting that from?
[Asus  Eee Pad Transformer Prime] Munkee Boy:
Yeah, someone posted it in the development forum.

http://xdaforums.com/showthread.php?t=1452933
[Asus  Eee Pad Transformer Prime] cotten516:
Ummmmm..... Maybe because on 1/23 he released the "fix" and 2 days later no one has been able to find a single Asus service rep who is aware of how to help us perform this fix. Heck, most service reps still don't even know that there is an issue. Also he instructed us to send an email to have our problem solved. And 3 days later when Asus responds, it isn't a fix. It is a link to preform a manual update.
[Asus  Eee Pad Transformer Prime] Hanshananigan:
Asus customer service never returned my e-mail but an e-mail from Gary was returned and another tech sent an e-mail w/ instructions. I need to get a microSD card to try it out. I would definitely like to hear a success story here before spending more time on this.
[Asus  Eee Pad Transformer Prime] cotten516:
Instructions to do what? Actually fix the issue or just instructions to manually update to ICS? 2 very different things
[Asus  Eee Pad Transformer Prime] Rogue100:
Thanks for that. On 9.4.2.11.1 now.
[Asus  Eee Pad Transformer Prime] Gary Key:
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.
[Asus  Eee Pad Transformer Prime] markbraggs:
Update

"Dear Mark,

Testing is complete on your unit. I found the best unit with minimal screen clouding on it. A note about the clouding is that it is LCD edge lit and there will be a slight occurrence for clouding on the panels. The Ipad 2 also does the same. But I have found the best out of my 3 new ones with very little minimal occurrence on this. There is a small slight patch to the upper right but I do not see it as protruding too much with using the tablet on a dark background. It was minor when I tested a dark background. This is the best new one that I have for you. All other tests has passed including ICS update and stability of the preloaded apps. Let me know to go ahead and expedite this for you as you noted this as one of your concerns and I have the best one out of the batch for you. Also note that I did not observe any bad cosmetic blemishes. I left you a voicemail earlier too."

I really love this guy ^ Best, easiest to communicate with customer service rep ever. :D
[Asus  Eee Pad Transformer Prime] cotten516:
Thank you for the response. This at least confirms the suspicion that there are other things that can be tried before RMA. I don't know what the process is to get this info to the front line reps , but they need it. They are needlessly having people RMA their primes before eliminating all other possible fixes. RMA should be a last resort. I will try ASAP.
[Asus  Eee Pad Transformer Prime] paladin82:
I got the same email, and did the updates successfully but still no serial number.

I guess ASUS is just BSing us, send this guy in here to try to quite everyone down, about the non-existant support. If they had a fix we would already have it. Not all the cat and mouse crap, to get a fix for a defect at the factory.

Anyone that sends there tablet in for the RMA needs to refuse to pay the shipping to cover their screw-up. ASUS you should be ashamed of yourselves the way you conduct business.
[Asus  Eee Pad Transformer Prime] benlc:
Seriously this is a joke.

I don't know why Asus is posting fake progress about resolving the issue and lying to its customers. The updates in the main thread said that they found out how to fix the problem. Almost a week after, the solution sent is to update manually to ICS, which people already did more than a week ago. You guys also say that you received rooted transformer primes with no serial number, which is just not possible at all (or at least for the time the bootloader is still locked) and you insist that it is true.

Now you're basically saying : hey, you can update to ICS, we'll contact you whenever we get a fix.

I don't mind that it's taking time, just don't say crap to people.....
[Asus  Eee Pad Transformer Prime] simard57:
I have casually searched - and have not found - is there a way to get the prime to display the serial number? I am on ICS so it upgraded - is that evidence there is no issue? should there be a setting that displays the SN on the prime?
[Asus  Eee Pad Transformer Prime] dgjl:
Even this is no way forward for non-US prime owners. We need something worldwide that at least gets us updates simultaneously.
[Asus  Eee Pad Transformer Prime] SonicTab:
simard57 - To check the serial its Settings / About Tablet / Status ...
[Asus  Eee Pad Transformer Prime] aselkapa:
ok, i am losing my patience now. last attempt. contacted asus as he mentioned, awaiting reply, if a f***** up reply comes, I am returning the device and the keyboard (which doesn't work)
[Asus  Eee Pad Transformer Prime] staciejo:
I got an email from Asus finally - they basically said to try to manually update to ICS myself and gave me a nice link with directions - but what I do not know, is if this resolves the unknown serial number, or if it just gives me ICS.

---------- Post added at 07:13 AM ---------- Previous post was at 07:09 AM ----------

I am going to try this... not sure if a serial number will magically appear after the update, or if I will just get ICS. I'll let you know

________________________

Dear Stacie,

Thank you. Can you let us know if a manual update resolves the issue? Instructions are below from the link.

http://service.asus.com/TF201_fwupdate

-Asus Tablet Team
[Asus  Eee Pad Transformer Prime] simard57:
SonicTab - thank you. It was there
[Asus  Eee Pad Transformer Prime] Jeff1192:
Manually updating to ICS does not fix the serial number issue. I was hoping that it would as my father-in-law's Prime has this problem. But I did it manually for him yesterday and his still shows unknown serial number.

Jeff
[Asus  Eee Pad Transformer Prime] aselkapa:
Ok, Lost my patience, just ordered return labels to send back my tablet and keyboard. So glad to get rid of it. Don't get me wrong, its a great tablet (if it works) and the funny thing is ipad2 is not quad core and is as responsive or better in response than this quad core. My 2 cents - wait for windows 8 tablet or buy an ipad3 coming out soon