[Transformer TF300T Q&A, Help & Troubleshooting] xitrapharlax:
Yeah you got it.

I decided to try live chat - I'm at a complete loss as to what to try any suggestions?

Peter W.	Sat, 2/16/2013 11:03:40 am

Hello James. How may I help you?

James	Sat, 2/16/2013 11:05:52 am

Hi, I am unable to update my tablet via OTA and online forums I've read suggest I ask here for you to check if my serial number [removed] matches my registered MAC address (the one on my tablet is [removed]) As I understand if these do not match you can update your database which will fix my issue?

Peter W.	Sat, 2/16/2013 11:06:31 am

I am so sorry that you are having this issue,and i will be more than happy to assist you with this.

Just to advise you the MAC Address has no affiliations with the serial number but can you tell me what version android is on the tablet

James	Sat, 2/16/2013 11:08:35 am

I have manually updated to the current version 4.2.2.0 I believe so it is okay for now

but I'd like to be sure it will work in future

Peter W.	Sat, 2/16/2013 11:09:50 am

Wonderful that is the current operating system for the tablet so once you have that version you shouldnt have any issue with the tablet

James	Sat, 2/16/2013 11:11:12 am

I would also like to be able to use the Asus unlock tool which isn't working either, I understand that generally support can not be given for this tool but many others suggest that neither OTA or the unlock tool will work if the device serial number does not match your MAC address

Peter W.	Sat, 2/16/2013 11:13:07 am

Your correct Mr. James we dont provide support in unlocking the tablet because if you do it will definitely void your warranty on the tablet and I'm glad that you contact us to get more information because like I stated earlier the MAC Address as no form of affiliations with the tablet serial number

To let me know how I am doing, please make sure to provide feedback by clicking the "thumbs up" or "thumbs down" at the top of this chat window. Your feedback is important.

James	Sat, 2/16/2013 11:16:50 am

I am surprised that you say there is no connection between a device serial number and MAC address. Here is an example from the xdaforums.com which claims to be quoting Asus support

"The mac address is not correct so you cannot unlock the tablet. That may be the reason you cannot update the firmware."

so there is definitely no connection between a registered device and MAC1 / MAC2 address to allow OTA and unlock tool

here is another example of someone who had their issue fixed: " tell them to check the mac1 and mac2 address they have on file and compare it to yours. It should be different. And tell them because of that you can't receive OTA updates."

Peter W.	Sat, 2/16/2013 11:21:45 am

I'm not sure why this website is advising end user of this information because it is inaccurate once you have a Asus Tablet with the android operating system on it and you have your google address synchronizing with the tablet you will have no problem in updating the firmware sometimes if you try to update OTA and you have issues there is an issue with the Google android database and you just have to try it at a later date but otherwise the serial number has no connection with the mac address the serial number is just a unique number that is giving to all the Asus tablet manufactured

James	Sat, 2/16/2013 11:24:02 am

I believe you might be mistaken on this I don't understand why so many different people would claim to contact support and that a mac address and serial number could be checked

here is another example from the 14th of this month: Well since I dont like to give up I followed tjy8tim's advice and decided to do a live chat this time. Off the bat I asked what MAC they had for me and sure as **** it wasnt mine. I gave them the right one and they said to check back in a few days to try to get OTA updates(in my case to unlock) Maybe that will be what I need I hope at this point.

Peter W.	Sat, 2/16/2013 11:29:28 am

Mr. James I do understand where your getting at regarding the serial number and the MAC address but remember that forums is a community where anyone can display or show any information regarding a product and they could be incorrect that is why it was wise for you to contact Asus right now where we can advise you on the correct information regarding the tablet and what I'm saying is Mr. James the serial number has no connection whatsoever with the MAC address thos two numbers doesnt relate to each other whether in a tablet,notebook or desktop despite the manufacturer

Duration: 00:32:49