Resolution

Check that the serial number displayed on the Device Information Report or the device webpage matches what is displayed on the physical serial number plate For more information see Find the Serial Number If the device is showing a six digit serial number on the display, device webpage, or on the Device Information Report, contact Support for additional assistance.  If the physical serial number plate matches the device display, device webpage, or the Device Information Report, please see Remote Services (Device Direct) is Not Connected or Communicating .