hello, I have the same problem with the service tag keep on being different from the real device even after following all the above steps. Any other idea please? Thanks in advance
... I have the same problem with the service tag keep on being different from the real device even after following all the above steps ...
Hi Lydiamonfort3:
What is your Dell computer model, Windows OS [if Win 10 or Win 11 include the edition (Home or Pro), version and build number shown at Settings | System | About | Windows Specifications] and current SupportAssist version? It would also be helpful to know your current BIOS version - open a Run dialog box (Windows+R keys), enter msinfo32 to open your System Information panel, and look for the “BIOS Version/Date” field]
Did you ever send your computer back to Dell for a service repair to have your motherboard replaced?
The unique Dell service tag shown on the sticker on the outside of your computer case should match your PC's serial number that was entered in your BIOS. Open a command prompt and enter wmic bios get serialnumber to find your PC's serial number as instructed in the How-To Geek article How to Find Your Windows PC’s Serial Number. From my Inspiron 5584:
I lost my service tag, the sticker that contains it got lost, supportassist app is not detecting it, my bios does not have it, CMD is also not detecting it.. any help please... i want to update my firmware and i need the service tag to update the service tag
I lost my service tag, the sticker that contains it got lost, supportassist app is not detecting it, my bios does not have it, CMD is also not detecting it....
Please provide all the information requested in my 07-Sep-2022 post <above>, including your Dell computer model, Windows OS [if Win 10 or Win 11 include the edition (Home or Pro), version and OS build number shown at Settings | System | About | Windows Specifications], current SupportAssist version listed at Control Panel | Programs | Programs and Features, and current BIOS version [open a Run dialog box (Windows+R keys), enter msinfo32 to open your System Information panel, and look for the “BIOS Version/Date” field].
When did you purchase this computer and has it recently had a major service repair (e.g., was the motherboard or some other hardware recently replaced) or Windows OS upgrade?
Your comments suggest that SupportAssist was able to correctly detect your Service Tag and install available Dell software and hardware driver updates for your system until recently, and that when you say that "my bios does not have it" that you followed the instructions in the section titled "Method 3: Using the BIOS interface" in the Dell support article Find the Service Tag of Your Dell Laptop (or Find the Service Tag of Your Dell Desktop or All-in-One) and that your BIOS serial number is blank in the System Information and/or Overview sections of your BIOS settings. Is that correct? _________________________________
ASIDE:
Just note that the latest SupportAssist v4.0.x (rel. 01-Feb-2024) is very buggy and it appears that Dell has temporarily pulled the v4.0 installer from their download servers - see the 24-Feb-2024 Dell support article Wrong Version of SupportAssist for Home PCs is Installed. Users who recently tried a clean reinstall of SupportAssist v4.0 have reported that the SupportAssistInstaller.exe installer is currently downloading and installing the previous SupportAssist v3.14.2 - see jsvuman's 21-Mar-2024 post in ThomasAAT's Buggy Support Assist, New Version 4.0 for one example. ------------ Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.4170 * Firefox v124.0.1 * Microsoft Defender v4.18.24020.7-1.1.24020.9 * Malwarebytes Premium v4.6.11.320-1.0.2302 * Macrium Reflect Free v8.0.7783 * Dell Inspiron 5583/5584 BIOS v1.22.1 * Dell Update for Windows Universal v5.2.0 * My Dell v2.2.6.0
Sorry I didn't reply sooner. I've had issues signing in to the Dell forum this past week with my Firefox browser but I finally managed to sign in today. See the suggestion I posted today in your 21-Jun-2024 topic Support Assist keeps getting my service tag wrong.
Based on the information you provided in your own topic it doesn't sound like a faulty SupportAssist installation is the reason why SupportAssist is detecting the incorrect Service Tag for your Alienware m15 Ryzen Edition R5. However, you still might want to read Dell employee DELL-Chris M's 10-Jun-2024 SupportAssist, "Hardware scan fails", "We ran into a problem" about some of the known bugs in the current SupportAssist v4.0.3. Just FYI, I uninstalled SupportAssist from my Inspiron 5584 (it was too buggy and used too many system resources) and I now use Dell Update for Windows Universal v5.x to check for available Dell software and driver updates for my system.
----------- Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.4529 * Firefox v127.0.1 * Microsoft Defender v4.18.24050.7-1.1.24050.5 * Malwarebytes Premium v5.1.5.116-1.0.1252 * Macrium Reflect Free v8.0.7783 * Dell Update for Windows Universal v5.3.0 * My Dell v2.2.6.0
Issue with Windows Activation and Service Tag Discrepancy
Hello Community,
I'm seeking assistance with resolving two issues with my Dell Latitude E6420: I've already reached out to Dell and Microsoft Support, but unfortunately, their responses didn't provide a solution to these issues. I'm hoping someone in the community can offer a fresh perspective or guidance on how to resolve these problems.
Issue 1: Windows Activation
My Windows 10 was previously activated, but after a period of non-use, I'm now getting a prompt saying it's not activated. I have all the product keys and documentation, but Dell's support responses keep mentioning that my warranty has expired.
Issue 2: Service Tag Discrepancy
The Dell SupportAssist tool detects my Service Tag as , but the physical sticker on my system shows <Private data removed from public view. DELL-Admin>.
Conversations with Microsoft and Dell
Microsoft Support advised me to contact Dell for technical support to resolve the activation issue. However, Dell's responses have been unhelpful, citing warranty expiration and providing irrelevant links.
Request for Assistance
Can anyone provide guidance on resolving these issues? Specifically:
1. How can I reactivate my Windows 10 without incurring additional costs?
2. How can I resolve the Service Tag discrepancy?
Thank you for any helpful responses or guidance. Gracias y Shalom 🤍💡
How long have you owned your Latitude E6420? Did you purchase it second-hand, and if not have you had it serviced to replace a hardware component like your motherboard, etc. since it originally shipped from the factory? Have you made any major changes to your Win 10 OS lately (e.g., like an upgrade to Win 10 v22H2)?
Has your Dell service warranty expired? Dell customer service will not provide any assistance once your Dell service warranty as expired unless you pay for an extended warranty or out-of-warranty repair.
What is the edition (Home or Pro), version number and OS build number of your Win 10 OS [open a Run dialog box (Windows+R keys) and enter winver] and your current BIOS version? To find your BIOS version open a Run dialog box, enter msinfo32 to open your System Information panel, and look for the “BIOS Version/Date” field.
What is the exact wording of your Windows activation status shown at Settings | Update & Security | Activation?. If it says "Windows is not activated" see the troubleshooting suggestions in the MS support article Activate Windows. From my Win 10 v22H2 machine:
What version of Dell SupportAssist is listed at Control Panel | Programs | Programs and Features (the current version v4.6.3 was released 24-Dec-2024)? If the My Dell v2.x app is installed (it should be listed at Setting | Apps | Apps and Features) does My Dell display the Service Tag listed on the label on your computer case?
Your unique Service Tag is also your computer's serial number and should match the Service Tag on the label on your computer case unless the motherboard has been replaced or the wrong Service Tag is entered in your BIOS. Open a command prompt and enter wmic bios get serialnumber to find your computer's serial number as instructed in Method 4 of the Dell support article Find the Service Tag of Your Dell Laptop and let us know if it matches the Service Tag on your computer case. From my Inspiron 5584:
----------- Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.5247 * Firefox v133.0.3 * Microsoft Defender v4.18.24090.11-1.1.24090.11 * Malwarebytes Premium v5.2.4.157-1.0.5116 * Macrium Reflect Free v8.0.7783 * Dell Update for Windows Universal v5.4.0 * My Dell v2.2.6.0 * Fusion Service 2.2.14.0
Thank you for your detailed response and for helping me troubleshoot the issue. To answer your questions:
- I've owned the Latitude E6420 for 2 years and 6 months, and purchased it on 22/6/24 from a third-party broker. <Shipped from Dell on October 12, 2012. Warranty expired on October 12, 2015. Sshipped with Windows 7. Windows 10 is not supported. DELL-Admin>
- I haven't had any hardware components replaced.
- I haven't made any recent changes to the Windows 10 OS, except for downloading resources provided on the page after learning that my warranty had expired.
- My Dell service warranty has expired.
Regarding the Windows activation issue, I've received a response from Microsoft, and they've asked some additional questions to gather more information. Here are the details:
1. Changes made to the device: I made some software changes when trying to activate Windows, as I'm not familiar with the process.
2. Exact error code: 0x803fa067, with the message "We can't activate Windows... lack of digital product key."
3. License acquisition: The Windows license was pre-installed on the device.
4. Source of product key: The product key is from the Microsoft store, as displayed on the OCA sticker.
5. Windows version and OS build: Here are the system details:
- Product ID: 00331-10000-00001-AA568
- Model Number: Latitude E6520
- Operating System: Windows 10 (Version 22H2, OS Build 19045.5131)
- Graphics Card: Intel(R) HD Graphics 3000
I'm frustrated with the lack of progress in resolving this issue, particularly with Dell's support. My interactions with them have felt automated, like I'm communicating with a bot. Despite my eagerness to clear up the issue and resolve the activation problem, I've received only repetitive links and no meaningful assistance. I'll do well to implement the trouble shooting suggestions and and explore the articles provided with a revert outcome.
Thank you again for your assistance. I look forward to your further guidance on resolving the Windows activation issue and the Service Tag discrepancy. Gracias y Shalom 🤍💡
- I've owned the Latitude E6420 for 2 years and 6 months, and purchased it on 22/6/24 from a third-party broker. <Shipped from Dell on October 12, 2012. Warranty expired on October 12, 2015. Sshipped with Windows 7. Windows 10 is not supported. DELL-Admin> ...
..
Regarding the Windows activation issue, I've received a response from Microsoft, and they've asked some additional questions to gather more information. Here are the details:
Hi oba_lurky:
Thanks for that additional information. Please note that the Latitude E6420 support page at https://www.dell.com/support/home/en-us/product-support/product/latitude-e6420/drivers states that "Dell does not support Windows 10 or above on your device" and does not provide Win 10-compatible Dell software or drivers for the original hardware components that shipped from the factory with your computer model.
If you purchased a 10-year-old refurbished Latitude E6420 in 2022 that originally shipped with Windows 7 then chances are the third-party reseller you purchased it from also made some upgrades to your motherboard and/or other hardware that you aren't even aware of to make your system compatible with Win 10. As I previously stated, Dell will not provide customer support if your service warranty has expired (nor would they provide support for a Latitude E6420 that was upgraded to Win 10), so I wouldn't be surprised to learn your replies are coming from Dell Virtual Assistant, their AI chat bot.
If you require further assistance please go back and answer ALL the questions I asked, including your BIOS version, SupportAssist version, Service Tag displayed by the My Dell v2.x app (if installed), the Service tag detected when you enter the command wmic bios get serialnumber in a command prompt, etc. NOTE: Don't post your unique Service Tag in this public forum - just let us know if it matches the Service Tag on the sticker on your computer case.
Could you also let us know when you discovered that SupportAssist was not displaying your correct Service tag? If this is a recent problem [i.e., if SupportAssist has displayed the "correct" (same) Service Tag shown on the label of your computer case for the past two years] then this might simply be a glitch with the SupportAssist version you are using. I'm not sure what use SupportAssist would even be on your system if Dell does not provide Win 10-compatible hardware drivers for the Latitude E6420.
Microsoft is providing assistance with your Windows activation so I don't want to interfere, but see the MiniTools support article Top 3 Ways to Fix Windows 10 Activation Error 0x803fa067 for some background information. Are you certain the product key on the COA sticker on your computer case isn't the product key for the Windows 7 OS that originally shipped with your computer? The free Belarc Advisor tool is one of my "must have" utilities and displays a summary of my system components, my Win 10 Windows product key stored in my Windows registry [NOTE: I have an OEM (original equipment manufacturer) edition of Windows 10 that was installed at the factory by Dell that cannot be transferred to another machine], and my Dell Service Tag. The TechRepublic article How to Find Windows 10 Product Key in 3 Ways has some other suggestions to find your Windows product key but also warns that:
"The success of any of these methods largely depends on how your PC was activated. If you activated Windows 10 by upgrading from a valid Windows 7 or 8 installation or with the computer’s recent purchase, you will likely find the product key with most of these methods. However, if your PC was activated as part of an organization’s licensing agreement, finding a product key may be more problematic."
----------- Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.5247 * Firefox v133.0.3 * Microsoft Defender v4.18.24090.11-1.1.24090.11 * Malwarebytes Premium v5.2.4.157-1.0.5116 * Macrium Reflect Free v8.0.7783 * Dell Update for Windows Universal v5.4.0 * My Dell v2.2.6.0 * Fusion Service 2.2.14.0
Thank you for your detailed response and guidance. I apologize for the delayed response. To answer your follow-up questions:
System Information
1. BIOS Version: A02
2. BIOS Date: 4/13/2011
3. Manufacturer: Dell Inc.
4. SupportAssist Version: 4.6.3.23467
5. My Dell App Version: 2.2.14.0
Service Tag Discrepancy
The My Dell app displays the Service Tag as <Private data removed from public view. DELL-Admin>, which matches the sticker on my computer case. The SupportAssist tool also verifies the sticker tag and express code. However, running the command `wmic bios get serialnumber` returns F5595Q1, which differs from the sticker.
Clarification
To clarify, the sticker tag, express code, and SupportAssist verification all confirm BR47LV1 as the correct Service Tag. The discrepancy lies in the serial number obtained from the BIOS and system commands, which returns ‘F5595Q1’.
Windows Activation Issue
I've been experiencing issues with activating Windows 10. The error message states "Can't connect to organization's activation server" with error code 0x80070078.
Additionally, I previously reached out to Dell Support regarding the activation issue, providing the correct product key. However, the issue persists with the bots interactions.
Also, regarding the product key, I'm not sure how to verify it as I purchased the system from a third-party broker. The product key is displayed on the OCA sticker at the back of the PC, along with the Service Tag and Express Code.
The product key is in this format: (xxxx-xxxxx-xxxxx-xxxxx-xxxxx-xxx-xxxxx) which is more than the usual 25 characters known to me.
I've replaced the actual characters with asterisks (***) as instructed to be cautious on public space with confidential details. Your guidance will be invaluable on how to proceed with verifying the product key either it's Windows 7 or Windows 10 as instructed.
Furthermore, regarding the hardware upgrades, I'm not aware of any modifications made to the system. However, I did purchase the Latitude E6420 from a third-party broker, and they assisted with the Windows activation. I recall them inserting a disk into the system drive, but I'm unsure of the specifics as I was a newbie to these processes at that time.
Thank you for your patience and assistance. I look forward to your further guidance on resolving the Windows activation issue and the Service Tag discrepancy. Gracias y Shalom 🤍💡
Regarding your Windows product key, my post <above> mentions a few ways that you might find your Win 10 product key. Try the Belarc Advisor utility I mentioned and see if the section of the report titled "Software Licenses" lists a product key for your Win 10 OS (and if it matches the product key on your COA sticker). Just FYI, the product key for my own Win 10 OS is a 25-character code with the format xxxxx-xxxxx-xxxxx-xxxxx-xxxxx). NOTE: I have an OEM (original equipment manufacturer) edition of Windows 10 that was installed at the factory by Dell.
Since you mentioned that "The product key is from the Microsoft store", also see the section titled Microsoft Store App in the MS support article Find your Windows product key about the digital license that is sent in the confirmation email. For now I'm assuming your Windows 10 OS was installed by the reseller in 2022 when you originally purchased your Latitude E6420 (i.e., you did not upgrade the OS from Win 7 SP1 or Win 8.1 to Win 10 with a license you purchased yourself at a later date). Let me know if that's wrong.
Regarding your current Dell BIOS version A02 (rel. 13-Apr-2011), the good news is that it indicates you have a Dell motherboard in your computer, although that doesn't prove it's the original motherboard that was inside your computer when it shipped from the Dell factory. The bad news is that your Latitude E6420 support page at https://www.dell.com/support/home/en-us/product-support/product/latitude-e6420/drivers currently lists Dell Latitude E6420 System BIOS version A25 (rel. 27-Mar-2018), which suggests that the reseller who sold you your "refurbished" Latitude E6420 in 2022 didn't bother to install 10 years of pending firmware and/or hardware driver updates before it left their shop.
.
NOTE: Do NOT attempt to update your BIOS to vA25, at least for now. This BIOS may not be compatible with your Win 10 OS, and there is also a warning in the "Important Information" of the version A25 release notes <here> that you must update to BIOS version A08 first before installing version A25. I would also strongly advise that you never allow a Dell utility like SupportAssist v4.x or Dell Update v5.x to install a BIOS update (see the footnote below ***).
Regarding your Service Tag, is there a specific reason why you still need to know your "correct" Service Tag? Your Dell warranty expired in 2015 so you can't open a free support ticket with Dell Customer Support, and Dell does not provide Win 10-compatible drivers for the Latitude E6420 so I don't think SupportAssist v4.6.3 would be able to detect available updates that match your system. Simply upgrading to Win 10 would have voided your service warranty even if it hadn't already expired, so your Service Tag is essentially useless at this point. If Dell's chat bot asks for your Service Tag and it confirms your warranty has expired it will refuse to connect you with a live Customer Support agent and will likely just give you a link were you can start an out-of-warranty service call that you will have to pay for.
I have no idea why the command wmic bios get serialnumber displays a different Service Tag than SupportAssist, My Dell and the sticker on your computer case, but if you want to pursue this just let me know and I'll provide information on a few other locations where you might find that "odd" Service Tag that starts with F5xxxxx [e.g., in your BIOS settings, in the OEM (original equipment manufacturer) information stored in the text file at C:\Windows\System32\oem\QFEs.txt, etc.]. I entered that "odd" Service Tag that starts with F5xxxxx at https://www.dell.com/support/home/en-us/products and it doesn't find a match for any computer sold by Dell; however, entering the Service Tag from your COA sticker that starts with BRxxxxx at that same URL re-directs me to the newly designed support page for your Latitude E6420 (even if it doesn't offer Win 10-compatible drivers).
--------------------------------------
Keep in mind that the hardware in your Latitude E6420 is now 12 years old, even if you've only owned it for 2 years, and probably doesn't meet the minimum system requirements for Win 11 (you can check with the WhyNotWin11 utility). Your Win 10 OS is also reaching end of support on 14-Oct-2025 and won't receive security updates via Windows Update after that date. Microsoft will be offering a one-year extended support license you might be able to purchase to extend your Windows 10 updates into 2026 (see the 01-Nov-2024 ghacks.net article Windows 10: Microsoft reveals ESU price tag for home users and a big catch) but given the struggles you're having now just activating your current Win 10 installation perhaps this is a good time to start shopping for a new Win 11 computer.
--------------------------------------
*** WARNING: I would also advise that you do NOT allow a Dell utility like SupportAssist v4.x or Dell Update for Windows Universal v5.x to update your BIOS, since any glitch during the update process could leave your system unbootable. Since SupportAssist v4.6.3 is currently installed on your system I would advise that you disable ALL automatic background scans as instructed <here> in the SupportAssist v4.0 User Guide - running update checks manually from the Home tab of SupportAssist will allow you decline any offered BIOS update before it starts to download.
When Dell releases a critical update for my Inspiron 5584 BIOS I normally save the .exe installer recommended on the Drivers & Downloads tab of my Inspiron 5584 support page to my desktop, close all my open programs, and then right-click the .exe file and choose "Run as Administrator". However, the safer method is to flash your BIOS from a removable USB stick. ----------- Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.5247 * Firefox v133.0.3 * Microsoft Defender v4.18.24090.11-1.1.24090.11 * Malwarebytes Premium v5.2.4.157-1.0.5116 * Macrium Reflect Free v8.0.7783 * Dell Update for Windows Universal v5.4.0 * My Dell v2.2.6.0 * Fusion Service 2.2.14.0
Sudarsanan Kesavan
1 Rookie
•
28 Posts
1
August 18th, 2020 05:00
Hi @PeterMartinez,
Uninstall existing SupportAssist via the Control Panel
Then delete these following directories if they exist.
C:\ProgramData\PCDr
C:\ProgramData\SupportAssist
C:\Program Files\Dell\DellDataVault (if unable to delete, reboot and try)
C:\Program Files\Dell\SupportAssistAgent (if unable to delete, reboot and try)
Post this, reboot the PC and try reinstalling SupportAssist.
PeterMartinez
1 Rookie
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23 Posts
1
August 18th, 2020 06:00
Sudarsanan:
Thanks for your answer. If I uninstall SupportAssist, how do I re-install it again? Can I download it from the Dell website? Where do I find it?
Thanks
Peter M
Sudarsanan Kesavan
1 Rookie
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28 Posts
0
August 24th, 2020 03:00
You can download and install SupportAssist from here. https://downloads.dell.com/serviceability/catalog/SupportAssistInstaller.exe
Lydiamonfort3
1 Message
0
September 7th, 2022 01:00
hello,
I have the same problem with the service tag keep on being different from the real device even after following all the above steps. Any other idea please?
Thanks in advance
lmacri
3 Apprentice
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1.8K Posts
0
September 7th, 2022 05:00
Hi Lydiamonfort3:
What is your Dell computer model, Windows OS [if Win 10 or Win 11 include the edition (Home or Pro), version and build number shown at Settings | System | About | Windows Specifications] and current SupportAssist version? It would also be helpful to know your current BIOS version - open a Run dialog box (Windows+R keys), enter msinfo32 to open your System Information panel, and look for the “BIOS Version/Date” field]
Did you ever send your computer back to Dell for a service repair to have your motherboard replaced?
The unique Dell service tag shown on the sticker on the outside of your computer case should match your PC's serial number that was entered in your BIOS. Open a command prompt and enter wmic bios get serialnumber to find your PC's serial number as instructed in the How-To Geek article How to Find Your Windows PC’s Serial Number. From my Inspiron 5584:
--------------
64-bit Win 10 Pro v21H2 build 19044.1889 * Firefox v104.0.2 * Microsoft Defender v4.18.2207.7-1.1.19500.2 * Malwarebytes Premium v4.5.14.210-1.0.1751 * Macrium Reflect Free v8.0.6867 * Dell SupportAssist v3.11.4.29 * Dell Update Windows Universal v4.6.0 * Inspiron 5583/5584 BIOS v1.20.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620
sceva28
1 Message
0
March 26th, 2024 23:21
I lost my service tag, the sticker that contains it got lost, supportassist app is not detecting it, my bios does not have it, CMD is also not detecting it.. any help please... i want to update my firmware and i need the service tag to update the service tag
lmacri
3 Apprentice
•
1.8K Posts
0
March 27th, 2024 11:54
Hi@sceva28 :
Please provide all the information requested in my 07-Sep-2022 post <above>, including your Dell computer model, Windows OS [if Win 10 or Win 11 include the edition (Home or Pro), version and OS build number shown at Settings | System | About | Windows Specifications], current SupportAssist version listed at Control Panel | Programs | Programs and Features, and current BIOS version [open a Run dialog box (Windows+R keys), enter msinfo32 to open your System Information panel, and look for the “BIOS Version/Date” field].
When did you purchase this computer and has it recently had a major service repair (e.g., was the motherboard or some other hardware recently replaced) or Windows OS upgrade?
Your comments suggest that SupportAssist was able to correctly detect your Service Tag and install available Dell software and hardware driver updates for your system until recently, and that when you say that "my bios does not have it" that you followed the instructions in the section titled "Method 3: Using the BIOS interface" in the Dell support article Find the Service Tag of Your Dell Laptop (or Find the Service Tag of Your Dell Desktop or All-in-One) and that your BIOS serial number is blank in the System Information and/or Overview sections of your BIOS settings. Is that correct?
_________________________________
ASIDE:
Just note that the latest SupportAssist v4.0.x (rel. 01-Feb-2024) is very buggy and it appears that Dell has temporarily pulled the v4.0 installer from their download servers - see the 24-Feb-2024 Dell support article Wrong Version of SupportAssist for Home PCs is Installed. Users who recently tried a clean reinstall of SupportAssist v4.0 have reported that the SupportAssistInstaller.exe installer is currently downloading and installing the previous SupportAssist v3.14.2 - see jsvuman's 21-Mar-2024 post in ThomasAAT's Buggy Support Assist, New Version 4.0 for one example.
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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.4170 * Firefox v124.0.1 * Microsoft Defender v4.18.24020.7-1.1.24020.9 * Malwarebytes Premium v4.6.11.320-1.0.2302 * Macrium Reflect Free v8.0.7783 * Dell Inspiron 5583/5584 BIOS v1.22.1 * Dell Update for Windows Universal v5.2.0 * My Dell v2.2.6.0
Traumatiziran
1 Rookie
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10 Posts
0
June 21st, 2024 09:18
@lmacri Hi I unfortunately have the same issue posted here: Support Assist keeps getting my service tag wrong, as seen here. | DELL Technologies tried the solutions but it did not work, any information on this?
lmacri
3 Apprentice
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1.8K Posts
0
June 25th, 2024 00:57
Hi Traumatiziran:
Sorry I didn't reply sooner. I've had issues signing in to the Dell forum this past week with my Firefox browser but I finally managed to sign in today. See the suggestion I posted today in your 21-Jun-2024 topic Support Assist keeps getting my service tag wrong.
Based on the information you provided in your own topic it doesn't sound like a faulty SupportAssist installation is the reason why SupportAssist is detecting the incorrect Service Tag for your Alienware m15 Ryzen Edition R5. However, you still might want to read Dell employee DELL-Chris M's 10-Jun-2024 SupportAssist, "Hardware scan fails", "We ran into a problem" about some of the known bugs in the current SupportAssist v4.0.3. Just FYI, I uninstalled SupportAssist from my Inspiron 5584 (it was too buggy and used too many system resources) and I now use Dell Update for Windows Universal v5.x to check for available Dell software and driver updates for my system.
-----------
Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.4529 * Firefox v127.0.1 * Microsoft Defender v4.18.24050.7-1.1.24050.5 * Malwarebytes Premium v5.1.5.116-1.0.1252 * Macrium Reflect Free v8.0.7783 * Dell Update for Windows Universal v5.3.0 * My Dell v2.2.6.0
(edited)
oba_lurky
1 Rookie
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4 Posts
0
December 28th, 2024 08:27
Issue with Windows Activation and Service Tag Discrepancy
Hello Community,
I'm seeking assistance with resolving two issues with my Dell Latitude E6420: I've already reached out to Dell and Microsoft Support, but unfortunately, their responses didn't provide a solution to these issues. I'm hoping someone in the community can offer a fresh perspective or guidance on how to resolve these problems.
Issue 1: Windows Activation
My Windows 10 was previously activated, but after a period of non-use, I'm now getting a prompt saying it's not activated. I have all the product keys and documentation, but Dell's support responses keep mentioning that my warranty has expired.
Issue 2: Service Tag Discrepancy
The Dell SupportAssist tool detects my Service Tag as , but the physical sticker on my system shows <Private data removed from public view. DELL-Admin>.
Conversations with Microsoft and Dell
Microsoft Support advised me to contact Dell for technical support to resolve the activation issue. However, Dell's responses have been unhelpful, citing warranty expiration and providing irrelevant links.
Request for Assistance
Can anyone provide guidance on resolving these issues? Specifically:
1. How can I reactivate my Windows 10 without incurring additional costs?
2. How can I resolve the Service Tag discrepancy?
Thank you for any helpful responses or guidance. Gracias y Shalom 🤍💡
Regards.
(edited)
lmacri
3 Apprentice
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1.8K Posts
0
December 28th, 2024 18:39
Hi oba_lurky:
How long have you owned your Latitude E6420? Did you purchase it second-hand, and if not have you had it serviced to replace a hardware component like your motherboard, etc. since it originally shipped from the factory? Have you made any major changes to your Win 10 OS lately (e.g., like an upgrade to Win 10 v22H2)?
Has your Dell service warranty expired? Dell customer service will not provide any assistance once your Dell service warranty as expired unless you pay for an extended warranty or out-of-warranty repair.
What is the edition (Home or Pro), version number and OS build number of your Win 10 OS [open a Run dialog box (Windows+R keys) and enter winver] and your current BIOS version? To find your BIOS version open a Run dialog box, enter msinfo32 to open your System Information panel, and look for the “BIOS Version/Date” field.
What is the exact wording of your Windows activation status shown at Settings | Update & Security | Activation?. If it says "Windows is not activated" see the troubleshooting suggestions in the MS support article Activate Windows. From my Win 10 v22H2 machine:
What version of Dell SupportAssist is listed at Control Panel | Programs | Programs and Features (the current version v4.6.3 was released 24-Dec-2024)? If the My Dell v2.x app is installed (it should be listed at Setting | Apps | Apps and Features) does My Dell display the Service Tag listed on the label on your computer case?
Your unique Service Tag is also your computer's serial number and should match the Service Tag on the label on your computer case unless the motherboard has been replaced or the wrong Service Tag is entered in your BIOS. Open a command prompt and enter wmic bios get serialnumber to find your computer's serial number as instructed in Method 4 of the Dell support article Find the Service Tag of Your Dell Laptop and let us know if it matches the Service Tag on your computer case. From my Inspiron 5584:
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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.5247 * Firefox v133.0.3 * Microsoft Defender v4.18.24090.11-1.1.24090.11 * Malwarebytes Premium v5.2.4.157-1.0.5116 * Macrium Reflect Free v8.0.7783 * Dell Update for Windows Universal v5.4.0 * My Dell v2.2.6.0 * Fusion Service 2.2.14.0
oba_lurky
1 Rookie
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4 Posts
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December 28th, 2024 20:11
Thank you for your detailed response and for helping me troubleshoot the issue. To answer your questions:
- I've owned the Latitude E6420 for 2 years and 6 months, and purchased it on 22/6/24 from a third-party broker.
<Shipped from Dell on October 12, 2012. Warranty expired on October 12, 2015. Sshipped with Windows 7. Windows 10 is not supported. DELL-Admin>
- I haven't had any hardware components replaced.
- I haven't made any recent changes to the Windows 10 OS, except for downloading resources provided on the page after learning that my warranty had expired.
- My Dell service warranty has expired.
Regarding the Windows activation issue, I've received a response from Microsoft, and they've asked some additional questions to gather more information. Here are the details:
1. Changes made to the device: I made some software changes when trying to activate Windows, as I'm not familiar with the process.
2. Exact error code: 0x803fa067, with the message "We can't activate Windows... lack of digital product key."
3. License acquisition: The Windows license was pre-installed on the device.
4. Source of product key: The product key is from the Microsoft store, as displayed on the OCA sticker.
5. Windows version and OS build: Here are the system details:
- Product ID: 00331-10000-00001-AA568
- Model Number: Latitude E6520
- Operating System: Windows 10 (Version 22H2, OS Build 19045.5131)
- Graphics Card: Intel(R) HD Graphics 3000
I'm frustrated with the lack of progress in resolving this issue, particularly with Dell's support. My interactions with them have felt automated, like I'm communicating with a bot. Despite my eagerness to clear up the issue and resolve the activation problem, I've received only repetitive links and no meaningful assistance. I'll do well to implement the trouble shooting suggestions and and explore the articles provided with a revert outcome.
Thank you again for your assistance. I look forward to your further guidance on resolving the Windows activation issue and the Service Tag discrepancy. Gracias y Shalom 🤍💡
(edited)
lmacri
3 Apprentice
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1.8K Posts
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December 29th, 2024 00:11
Hi oba_lurky:
Thanks for that additional information. Please note that the Latitude E6420 support page at https://www.dell.com/support/home/en-us/product-support/product/latitude-e6420/drivers states that "Dell does not support Windows 10 or above on your device" and does not provide Win 10-compatible Dell software or drivers for the original hardware components that shipped from the factory with your computer model.
If you purchased a 10-year-old refurbished Latitude E6420 in 2022 that originally shipped with Windows 7 then chances are the third-party reseller you purchased it from also made some upgrades to your motherboard and/or other hardware that you aren't even aware of to make your system compatible with Win 10. As I previously stated, Dell will not provide customer support if your service warranty has expired (nor would they provide support for a Latitude E6420 that was upgraded to Win 10), so I wouldn't be surprised to learn your replies are coming from Dell Virtual Assistant, their AI chat bot.
If you require further assistance please go back and answer ALL the questions I asked, including your BIOS version, SupportAssist version, Service Tag displayed by the My Dell v2.x app (if installed), the Service tag detected when you enter the command wmic bios get serialnumber in a command prompt, etc. NOTE: Don't post your unique Service Tag in this public forum - just let us know if it matches the Service Tag on the sticker on your computer case.
Could you also let us know when you discovered that SupportAssist was not displaying your correct Service tag? If this is a recent problem [i.e., if SupportAssist has displayed the "correct" (same) Service Tag shown on the label of your computer case for the past two years] then this might simply be a glitch with the SupportAssist version you are using. I'm not sure what use SupportAssist would even be on your system if Dell does not provide Win 10-compatible hardware drivers for the Latitude E6420.
Microsoft is providing assistance with your Windows activation so I don't want to interfere, but see the MiniTools support article Top 3 Ways to Fix Windows 10 Activation Error 0x803fa067 for some background information. Are you certain the product key on the COA sticker on your computer case isn't the product key for the Windows 7 OS that originally shipped with your computer? The free Belarc Advisor tool is one of my "must have" utilities and displays a summary of my system components, my Win 10 Windows product key stored in my Windows registry [NOTE: I have an OEM (original equipment manufacturer) edition of Windows 10 that was installed at the factory by Dell that cannot be transferred to another machine], and my Dell Service Tag. The TechRepublic article How to Find Windows 10 Product Key in 3 Ways has some other suggestions to find your Windows product key but also warns that:
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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.5247 * Firefox v133.0.3 * Microsoft Defender v4.18.24090.11-1.1.24090.11 * Malwarebytes Premium v5.2.4.157-1.0.5116 * Macrium Reflect Free v8.0.7783 * Dell Update for Windows Universal v5.4.0 * My Dell v2.2.6.0 * Fusion Service 2.2.14.0
oba_lurky
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December 29th, 2024 13:32
@lmacri Hello Sire lmacri,
Thank you for your detailed response and guidance. I apologize for the delayed response. To answer your follow-up questions:
System Information
1. BIOS Version: A02
2. BIOS Date: 4/13/2011
3. Manufacturer: Dell Inc.
4. SupportAssist Version: 4.6.3.23467
5. My Dell App Version: 2.2.14.0
Service Tag Discrepancy
The My Dell app displays the Service Tag as <Private data removed from public view. DELL-Admin>, which matches the sticker on my computer case. The SupportAssist tool also verifies the sticker tag and express code. However, running the command `wmic bios get serialnumber` returns F5595Q1, which differs from the sticker.
Clarification
To clarify, the sticker tag, express code, and SupportAssist verification all confirm BR47LV1 as the correct Service Tag. The discrepancy lies in the serial number obtained from the BIOS and system commands, which returns ‘F5595Q1’.
Windows Activation Issue
I've been experiencing issues with activating Windows 10. The error message states "Can't connect to organization's activation server" with error code 0x80070078.
Additionally, I previously reached out to Dell Support regarding the activation issue, providing the correct product key. However, the issue persists with the bots interactions.
Also, regarding the product key, I'm not sure how to verify it as I purchased the system from a third-party broker. The product key is displayed on the OCA sticker at the back of the PC, along with the Service Tag and Express Code.
The product key is in this format: (xxxx-xxxxx-xxxxx-xxxxx-xxxxx-xxx-xxxxx) which is more than the usual 25 characters known to me.
I've replaced the actual characters with asterisks (***) as instructed to be cautious on public space with confidential details. Your guidance will be invaluable on how to proceed with verifying the product key either it's Windows 7 or Windows 10 as instructed.
Furthermore, regarding the hardware upgrades, I'm not aware of any modifications made to the system. However, I did purchase the Latitude E6420 from a third-party broker, and they assisted with the Windows activation. I recall them inserting a disk into the system drive, but I'm unsure of the specifics as I was a newbie to these processes at that time.
Thank you for your patience and assistance. I look forward to your further guidance on resolving the Windows activation issue and the Service Tag discrepancy. Gracias y Shalom 🤍💡
Regards.
(edited)
lmacri
3 Apprentice
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1.8K Posts
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December 30th, 2024 01:39
Hi oba_lurky:
Regarding your Windows product key, my post <above> mentions a few ways that you might find your Win 10 product key. Try the Belarc Advisor utility I mentioned and see if the section of the report titled "Software Licenses" lists a product key for your Win 10 OS (and if it matches the product key on your COA sticker). Just FYI, the product key for my own Win 10 OS is a 25-character code with the format xxxxx-xxxxx-xxxxx-xxxxx-xxxxx). NOTE: I have an OEM (original equipment manufacturer) edition of Windows 10 that was installed at the factory by Dell.
Since you mentioned that "The product key is from the Microsoft store", also see the section titled Microsoft Store App in the MS support article Find your Windows product key about the digital license that is sent in the confirmation email. For now I'm assuming your Windows 10 OS was installed by the reseller in 2022 when you originally purchased your Latitude E6420 (i.e., you did not upgrade the OS from Win 7 SP1 or Win 8.1 to Win 10 with a license you purchased yourself at a later date). Let me know if that's wrong.
Regarding your current Dell BIOS version A02 (rel. 13-Apr-2011), the good news is that it indicates you have a Dell motherboard in your computer, although that doesn't prove it's the original motherboard that was inside your computer when it shipped from the Dell factory. The bad news is that your Latitude E6420 support page at https://www.dell.com/support/home/en-us/product-support/product/latitude-e6420/drivers currently lists Dell Latitude E6420 System BIOS version A25 (rel. 27-Mar-2018), which suggests that the reseller who sold you your "refurbished" Latitude E6420 in 2022 didn't bother to install 10 years of pending firmware and/or hardware driver updates before it left their shop.
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NOTE: Do NOT attempt to update your BIOS to vA25, at least for now. This BIOS may not be compatible with your Win 10 OS, and there is also a warning in the "Important Information" of the version A25 release notes <here> that you must update to BIOS version A08 first before installing version A25. I would also strongly advise that you never allow a Dell utility like SupportAssist v4.x or Dell Update v5.x to install a BIOS update (see the footnote below ***).
Regarding your Service Tag, is there a specific reason why you still need to know your "correct" Service Tag? Your Dell warranty expired in 2015 so you can't open a free support ticket with Dell Customer Support, and Dell does not provide Win 10-compatible drivers for the Latitude E6420 so I don't think SupportAssist v4.6.3 would be able to detect available updates that match your system. Simply upgrading to Win 10 would have voided your service warranty even if it hadn't already expired, so your Service Tag is essentially useless at this point. If Dell's chat bot asks for your Service Tag and it confirms your warranty has expired it will refuse to connect you with a live Customer Support agent and will likely just give you a link were you can start an out-of-warranty service call that you will have to pay for.
I have no idea why the command wmic bios get serialnumber displays a different Service Tag than SupportAssist, My Dell and the sticker on your computer case, but if you want to pursue this just let me know and I'll provide information on a few other locations where you might find that "odd" Service Tag that starts with F5xxxxx [e.g., in your BIOS settings, in the OEM (original equipment manufacturer) information stored in the text file at C:\Windows\System32\oem\QFEs.txt, etc.]. I entered that "odd" Service Tag that starts with F5xxxxx at https://www.dell.com/support/home/en-us/products and it doesn't find a match for any computer sold by Dell; however, entering the Service Tag from your COA sticker that starts with BRxxxxx at that same URL re-directs me to the newly designed support page for your Latitude E6420 (even if it doesn't offer Win 10-compatible drivers).
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Keep in mind that the hardware in your Latitude E6420 is now 12 years old, even if you've only owned it for 2 years, and probably doesn't meet the minimum system requirements for Win 11 (you can check with the WhyNotWin11 utility). Your Win 10 OS is also reaching end of support on 14-Oct-2025 and won't receive security updates via Windows Update after that date. Microsoft will be offering a one-year extended support license you might be able to purchase to extend your Windows 10 updates into 2026 (see the 01-Nov-2024 ghacks.net article Windows 10: Microsoft reveals ESU price tag for home users and a big catch) but given the struggles you're having now just activating your current Win 10 installation perhaps this is a good time to start shopping for a new Win 11 computer.
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*** WARNING: I would also advise that you do NOT allow a Dell utility like SupportAssist v4.x or Dell Update for Windows Universal v5.x to update your BIOS, since any glitch during the update process could leave your system unbootable. Since SupportAssist v4.6.3 is currently installed on your system I would advise that you disable ALL automatic background scans as instructed <here> in the SupportAssist v4.0 User Guide - running update checks manually from the Home tab of SupportAssist will allow you decline any offered BIOS update before it starts to download.
When Dell releases a critical update for my Inspiron 5584 BIOS I normally save the .exe installer recommended on the Drivers & Downloads tab of my Inspiron 5584 support page to my desktop, close all my open programs, and then right-click the .exe file and choose "Run as Administrator". However, the safer method is to flash your BIOS from a removable USB stick.
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Dell Inspiron 15 5584 * 64-bit Win 10 Pro v22H2 build 19045.5247 * Firefox v133.0.3 * Microsoft Defender v4.18.24090.11-1.1.24090.11 * Malwarebytes Premium v5.2.4.157-1.0.5116 * Macrium Reflect Free v8.0.7783 * Dell Update for Windows Universal v5.4.0 * My Dell v2.2.6.0 * Fusion Service 2.2.14.0