How Can We Help?
If you failed to activate your system features after the firmware upgrade, or after you swap a connector box, there are few possible issues:
- Wrong activation key used. The activation key is tied to the serial number of your connector box. Go to Settings –> System Information and check the serial number displayed on the screen. Check this serial number against the activation code provided.
If your serial number displayed is different from what you have on record, go to https://imrsasia.com/pkey – and key in the serial number see on screen to retrieve your activation key. If you can’t find the record from the app, contact us at cs@imrsasia.com for the correct activation code. Please include the following information when you report the issue:
- Serial Number you see on the screen
- System license feature purchased (Basic/Advanced/Expert/Hybrid/Trial)
- Customer ID/Invoice ID/Name so we can verify your purchase record
3. Potential hardware issue. If the system information screen shows S000000 or 0000000 instead of the numeric figure with some number, then your connector box or display panel may be having an issue. Contact us at cs@imrsasia.com for further assistant.
Note: for users with a Basic license, you don’t have to activate your system with the activation key provided. All systems come with a Basic license feature.