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Dell lost my Windows COA
I wonder if somebody can help me. My Inspiron 17-3721 laptop with Windows 7 Professional was sent to the Dell Repair Depot because its touchpad broke. The repair went fine, but my laptop was returned to me without the labels which were on the top and reverse sides of the palm rest (i.e. in the battery compartment). The Windows Certificate of Authenticity, "Windows 7" sticker, Intel sticker, etc., are all missing. My best guess is that they were thrown out at the Depot along with the palm rest which they were attached to.
I have now spent over two months in discussions with Dell Technical Support, trying to get at least my Windows Certificate of Authenticity back - or have it replaced with a new one. I believe it is important to have this certificate, for many reasons. Dell insists that I can get the COA numbers through a program like NirSoft ProduKey. I don't believe that to be true, since my operating system was installed by Dell. The key finder software would only detect the generic Dell product key, wouldn't it? Dell is offering to send me a blank "replacement COA" with the key found by the software written on it. Am I correct in thinking that this would be the wrong product key? Their only other option, they say, is to replace my laptop, but, according to Dell, the replacement Windows 7 system would probably have no COA on it. Replacing a laptop without a COA with another Windows 7 laptop without a COA sounds silly to me. Then there is the matter of having to do an awful lot of work transferring all my stuff to a different computer, possibly losing the warranty which I have paid for, and potentially getting a second-hand laptop. I simply have no idea what kind of computer I would be sent. They can't tell me what model it would be, for example. Under those circumstances, I can't agree to return my current laptop to Dell. I haven't been able to convince Dell that the key finder software is coming up with the wrong key, despite sending them links to articles, examples, and so on. I have sent Technical Support links to Microsoft's OEM Partner Center, where there is advice on replacing COA's. Still, Technical Support tells me that there is nothing more they can do.
This is an open case, so I have been hesitant to involve others, until now. I felt that the Dell technical support team deserved the chance to do their very best. Now it seems we have reached the end of the road. Am I understanding the issue correctly? What can I advise Dell's Technical Support to do if they want to replace my COA with a new one? Perhaps they would do it if they knew exactly what steps to take. Your ideas and advice are much appreciated.
Philip_Yip
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August 16th, 2015 08:00
Yet no computers sold with Windows 8 or Windows 8.1 or Windows 8.1 Pro with downgrade rights to Windows 7 Professional have a COA.
computerheart
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October 21st, 2015 12:00
Whew! I'm still having some trouble using this site. Yes, that's true, Philip, and it's because Windows 8 Professional includes downgrade rights to Windows 7 Pro. You only need one license, and the unique Windows 8 product key takes the place of what used to be the COA. My computer, however, is not a downgrade from Windows 8. I only have a Windows 7 license, with a generic Dell product key, and therefore a COA is needed. I recognize, by now, that Dell will not/cannot replace my COA label. Yet they say they are going to continue throwing them out.
I'm trying to think of a way to work around this. I had a look at this article from the Dell Knowledge Base
www.dell.com/.../EN . Although I may be misunderstanding, in the section on the Windows 7 Professional Downgrade, it seems to say that on "certified" Dell computers, there is a unique Windows 7 Product Key (BIOS microcode) that works the same way as a Windows 8 Product key. If I understand it correctly, "certified" Dell computers are the new ones currently being sold which have had Windows 7 installed on them by Dell at the factory. They come with a Windows 8.1 license. The article seems to imply that the Windows 7 product key works in a different way on "certified" computers than if you or I took our Windows 8 computers and installed Windows 7 on them.
So, I'm wondering:
1. Is the Windows 7 microcode product key on "certified" Dell computers really a unique one (not just the generic Dell Windows 7 product key)?
2. Might it work to switch my motherboard for one which has an individual Windows 7 product key already in the BIOS? Or might it be possible to add that type of key to my current motherboard? That would mean I'd have a unique Windows 8-type product key on my computer and I'd be fulfilling Microsoft's licensing requirements. I wouldn't have to start all over again with a new computer.
It's quite possible that I've misunderstood the Dell article. I'm interested in hearing what you think.
computerheart
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October 21st, 2015 12:00
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Philip_Yip
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October 21st, 2015 13:00
1. Systems shipped with Windows 7 will have a COA with a unique product key which is mainly unused with Dell OEM media but can be used to clean install Windows 10 TH2. Dell Windows 7 OEM installs from factory all use generic OEM SLP keys.
2. Systems shipped with downgrade rights have a unique Windows 8.x UEFI BIOS key and a Windows 8 Pro sticker. This will be found with RWEverything. Dell Windows 7 OEM (downgrade rights) installs from factory all use generic OEM SLP keys.
computerheart
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October 21st, 2015 13:00
Interesting! Thank you for the reply.
computerheart
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October 22nd, 2015 07:00
Would my computer (Inspiron 3721) work with a Windows 8 motherboard that has a UEFI BIOS key?
computerheart
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October 22nd, 2015 09:00
My computer is under warranty and Dell is still trying to find a way to solve the problem, so I don't need to worry about the cost (if Dell agrees to do it, that is). They haven't been able to tell me, so far, whether it would work from a technical standpoint. Would my computer even turn on? Could there be driver problems?
Philip_Yip
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October 22nd, 2015 09:00
Changing your motherboard isn't really cost effective. As mentioned I would take the 10130 route to make your system a Windows 10 Pro device. If you are concerned you can buy a Windows 10 retail license for cheaper than a replacement board (saves the labour also).
http://www.amazon.com/Microsoft-Windows-Home-Flash-Drive/dp/B01019T6O0/ref=sr_1_1?ie=UTF8&qid=1443356110&sr=8-1&keywords=windows+10
Philip_Yip
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October 22nd, 2015 09:00
If its under warranty get Dell to replace the motherboard... then test it out using RWEverything again.
computerheart
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October 22nd, 2015 10:00
That would make sense. Just try it! :) Dell is losing patience, however. If they do anything, it's likely to be the last thing they do about this matter. Whatever Dell does, I'm going to be left to deal with the consequences. I would only try replacing the motherboard if I were fairly sure there would be no bad effect on the functioning of my computer. I'm going to ask the Dell Resolution Expert today if she knows what would happen if the motherboard were changed.
At least my computer works, right now. That's something to be thankful for, isn't it? I'm very grateful for your advice, Philip.
computerheart
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October 22nd, 2015 20:00
Philip_Yip
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October 23rd, 2015 06:00
If you get a Windows 8 Pro UEFI BIOS SLP key (and Windows 8.1 Pro sticker) you have downgrade rights to Windows 7 Professional:
http://www.microsoft.com/oem/en/licensing/sblicensing/pages/downgrade_rights.aspx#fbid=X2XTPWD1LRA
Home Editions do not have downgrade rights. However it also depends on how long you are planning to use Windows 7 for.... If you take the Windows 10 Upgrade for instance it won't make a blind bit of difference.
computerheart
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October 23rd, 2015 10:00
Hmmm. Dell isn't likely to give me a sticker. It seems as if they only delight in taking them off! I've been begging to have my Windows 7 sticker replaced. It was also thrown out during the repair.
Still, you're giving me some hope, Philip. Maybe my idea isn't such a bad one.
I'm not quite sure, now, what OS license I have. This model of computer allowed the purchaser to choose between having Windows 7 Professional and Windows 8 installed. I still have the saved web pages from the Dell site, and, as far as I can see, they don't mention a license for Windows 7 or 8 being included. The site says that my option (Windows 7 Professional installed) has Windows 8 software included. When I called Dell to ask about the Windows 8 software, they weren't sure what that meant, so they sent me the Windows 8 DVD.
Since my Windows 7 has been reinstalled from DVD, when I look in Windows - System32, the "Licenses" folder says Windows 7 Professional. If I were to install the OS using the Windows 8 DVD, the Licenses folder would probably say Windows 8! Is the only license we have the one for the OS that was installed on the computer when we received it? If yes, that would be Windows 7 Professional. This is a little confusing. I should probably make sure I have a Windows 8 license before pretending to have downgraded to what I have now (Windows 7). I'll see what Dell says about this. They'll probably just groan in frustration.
Philip_Yip
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October 23rd, 2015 14:00
Given the age of the model it sounds like the system came with Windows 8.1 Pro with downgrade rights to Windows 7 Professional. i.e. it wouldn't of had a Windows 7 Professional key in the first place.
The replacement motherboard doesn't have a Windows 8.1 Pro UEFI BIOS SLP key however and Dell should replace the motherboard with one that's licensed to run Windows 8.1 Pro.
computerheart
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October 24th, 2015 11:00
Philip, you say here http://dellwindowsreinstallationguide.com/ensure-you-have-the-correct-sata-configuration-in-the-bios-setup-for-your-configuration/uefisecure-boot-disable/ that my system (which I think came out in early 2013) has a UEFI BIOS. Is it possible that I have a product key which RWEverything is not detecting because I have SecureBoot disabled? Or would RWEverything find the key regardless (if there is a key)? I don't know for a fact that I have SecureBoot disabled, but I think it has to be, in Windows 7.