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Acer monitors - Having issues pulling entire serial number from Acer monitors

Posted: Saturday, December 19, 2015 2:18:05 AM(UTC)
mitchelll

mitchelll

Member Original PosterPosts: 2
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Hello, we noticed that there were a couple of fixes for Acer monitor serial numbers in the last couple updates. However, our Acer monitors are still not pulling the entire serial number. Lansweeper does not pick up the first two characters, then it picks up the next eight characters, misses the next eight characters, then picks up the final four. I've attached a photo that shows what Lansweeper pulls highlighted in yellow at the top. The serial number has been edited to contain the entire serial number. The important part that's missing is the part that's highlighted in blue.
mitchelll attached the following image(s):
Acer monitor issue.png
Susan.A
#1Susan.A Member Administration Posts: 1,535  
posted: 12/24/2015 2:39:43 AM(UTC)
This problem is caused by Acer, not Lansweeper, though we can hard code a fix for it. Monitor serials are stored in the client machine's registry. There are two registry values for this, a "serial" and a "numeric serial". Most manufacturers store the full serial in the "serial" field, but for some Acer models the full serial is a combination of the "serial" and "numeric serial" values. If an affected monitor model is reported to us, we can hard code a fix so that Lansweeper uses a combination of the "serial" and "numeric serial" for that specific model. As we cannot test all monitors and therefore cannot confirm which models are affected, we have to rely on customers reporting the models to us.

We did hard code fixes for a few models in recent releases. If updating to the latest Lansweeper release by following these instructions does not resolve the issue, could you contact support@lansweeper.com and provide the following so we can hard code another fix:
  • Short description of the problem.
  • Program Files (x86)\Lansweeper\Service\Errorlog.txt, as present on your Lansweeper server.
  • Output of this tool for 1 problem computer. Run the tool on the computer itself.
  • The real serials of the computer's monitors.
crashff
#2crashff Member Posts: 68  
posted: 12/28/2015 9:47:13 PM(UTC)
I found this information on Acer's website: http://acersupport.com/a...60/AspireE360faq29.shtml

Lansweeper may want to hardcode the Serial+SNID combination for Acer monitors, if not all Acer hardware in general, since this appears to be their standard identification pattern, and their online system requires the full 22 digit serial number.
mitchelll
#3mitchelll Member Original PosterPosts: 2  
posted: 1/5/2016 8:30:37 PM(UTC)
Emailed them with all the requested info on 12/28/15 regarding the following Acer monitor models. Just for reference to anyone that may have our same problem.

S240HL
G195W
V206HQL
V195WL
V173
G245HQL
Susan.A
#4Susan.A Member Administration Posts: 1,535  
posted: 1/11/2016 10:12:28 PM(UTC)
Fixes for the Acer models reported by mitchelll were included in Lansweeper 5.3.0.25, which we released a few days ago. You can update your installation by following these instructions.
Evgeny
#5Evgeny Member Posts: 2  
posted: 8/5/2019 3:59:33 AM(UTC)
Hello!
We have the same issue with Acer G227HQL, B246HYL.
LS Support replied that issue couldn't decided.
I got EDID info from regedit with the Nirsoft utility and seen serial shorter, than real.

Quote:
There are two registry values for this, a "serial" and a "numeric serial". Most manufacturers store the full serial in the "serial" field, but for some Acer models the full serial is a combination of the "serial" and "numeric serial" values. If an affected monitor model is reported to us, we can hard code a fix so that Lansweeper uses a combination of the "serial" and "numeric serial" for that specific model. As we cannot test all monitors and therefore cannot confirm which models are affected, we have to rely on customers reporting the models to us.

However, there is fields "serial" and "numeric serial" in my Acer monitors. Why we can't take combination of this numbers, as you before?
I thought this issue could be fixed too, couldn't it?
My monitor B246HYL, for example
serial on the sticker: MMLZ8EE0106387A1414202
serial in EDID: LZ8EE0104202
numeric serial in EDID: 1669833025 (0x6387A141)
we want to see in LS serial = first 8symbols from EDIDserial + 8symbols from EDIDnumeric + 4 last symbols from EDIDserial
Evgeny
#6Evgeny Member Posts: 2  
posted: 8/7/2019 9:01:16 AM(UTC)
no answer? Think
Esben.D
#7Esben.D Member Administration Posts: 1,822  
posted: 8/8/2019 1:46:04 PM(UTC)
It's best you contact support for these issues. Community members won't really be able to help you in this case.
TOMS
#8TOMS Member Posts: 1  
posted: 9/12/2019 8:54:18 PM(UTC)
Have similar issue with acer serial numbers. Seeing duplicate serial number in Lansweeper. Opened case with Lansweeper March 3 2019 - Issue ID: LAN-2538. The last response for LAN-2538 on Sept 12 2019 is listed below along with other message i got from them on the issue. I am posting this so maybe Lansweeper support will move this up in the queue. We have a lot of Acer Monitor and from a inventory standpoint it is a mess. Dont count on a fix right away.


===============Sept 12 2019
Hi Tom,

Thank you for getting back to us.

We don't have an estimated release date for this fix, unfortunately. It is not in active development yet at this time we don't know in which Lansweeper release this fix will be included. We apologize for any inconvenience this may cause.


=============================================
Hi Thomas,

Thank you for getting back to us with the requested information.

Based on this information we were able to determine how the full serials should be composed for the Acer models T230H, V196WL, and V183HV. We will forward this information to our development team so they can implement a fix in a future version of Lansweeper. As stated earlier, we're not able to provide an estimated release date for this fix.


=============================================
From: Lansweeper <support@lansweeper.com>
Date: Mon, 04 Mar 2019 13:25:09 (UTC +01:00)
Hi Thomas,

Thank you for contacting Lansweeper support.

Going over all of the provided information, we noticed that the output of the 3rd party MonitorInfoView tool contains both a serial and a numeric serial. As most monitor vendors store their serials in the regular serial field, the numeric serial is not usually scanned by Lansweeper. Your Acer monitors' real serials are a combination of the regular serial field and the numeric serial field though, as shown below. If you could send us photos of the complete serial numbers on the back of the concerning monitors just to confirm the provided serials in one of the attachments.

Room 10:

Serial: LHS0B0047520
Numeric serial: 51381107 (0x03100373)
Full, real serial: ETLHS0B004031003737520

Room 11:

Serial: LHS0B0047520
Numeric serial: 51381568 (0x03100540)
Full, real serial: ETLHS0B004031005407520

Once the serials have been confirmed, we will provide this information to our developers which would allow them to implement a fix into a future Lansweeper release so that, for your particular Acer T230H model, a combination of serial and numeric serial is scanned to form the full, real serial. Unfortunately, we will not be able to provide an estimated release date for this fix. We recommend checking our changelog when a new version is released to see if this fix is included. You can find our changelog here: https://www.lansweeper.com/changelog.aspx

Would it also be possible to provide the same information for the Acer V196WL model, as well as for any other models with incorrect serials (if any), so that we can also fix those in a future version:
• Output of the MonitorInfoView tool for two Acer V196WL monitors.
• Photos of the complete serial numbers on the back of the concerning monitors.
• If not included in your report output, screenshots of the Config\Display\Monitor page from the Windows machine they are connected to

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