NI-FBUS Configurator supplied with a broken serial number-- $4K+ for a dead product.

[tgb-beck]

Hello, we received our Fieldbus Host Starter Kit today (12/6/06).  The order was placed on 8/8/06 under order #1642893.

We are trying to install NI-FBUS configurator/communications manager on a Windows XP laptop.  After going through the installation process, I entered the

serial number that is on our certificate of ownership for the "NI-FBUS CONFIGURATOR FOR WINDOWS WITH HSE/HI LINKING DEVICE, HSE SUPPORT."

That number starts with X103...  The program then gave the screen with the computer ID, the 15 digit "numeric serial number," the 10 digit

"numeric product code" and a 25 digit "numeric computer ID."

I phoned these numbers into 800-207-4012, and the "numeric product code" was rejected.  I tried 4 times.

After speaking with NI tech support, they said that the format for the serial number on my certificate of ownership was for hardware-- not software.

They also said that there is no tech support for the NI-FBUS product line, and that after spending $4000+ on this system, we have to beg for help

on the discussion forum if we want assistance.  For now, our $4K+ bought a system that is dead on arrival.

[fieldbus]

Hello,

We are really very sorry for this problem!

Please contact our local CSR (Customer Service Representative). They could help you activate your software but they will require the Serial Number as well. Please tell them that this is a very special case and ask them whether they could bypass the serial number. If they cannot do so, please ask them whether they could help you activate the "Configurator with HSE support" license with other tools.

Please be aware that the FF support team is China now. If you have any question regarding the NI-FBUS products, please mail to fieldbus.support@ni.com, we will be glad to help you.

Thanks a lot for helping us find this problem. Anyway, we're really very sorry for this inconvenience!

Hope it helps and please feel free to let me know if I could do more help for you!

--------------------------------
Josiane Zhou
National Instruments China
NI-FBUS Product Support Engineer

[tgb-beck]

Well, I was able to get the program installed on a different desktop thanks to the efforts of

our local NI Rep Bob Edwards, who worked very hard straightening out the serial number issues.