this issue has plagued us for quite some time, but luckily it had settled down for long enough that we were able to get most of the jobs done that we needed to. In the meantime we are developing our own program to communicate with the PM6000 via serial port but it's not finished yet... anyway...
Every so often, our VPAS software prompts us that we are unregistered, for no apparent reason. Support has said in the past that this could be to do with hardware changes on the PC, but the PC is not really used for anything else, and we certainly don't intentionally modify the hardware. Support recommended that we set up another dedicated PC for use exclusively with the PM6000 but this isn't practical at the moment.
Because it seemed to unregister randomly, it was hard to troubleshoot. Generally it would just unregister, we'd request a new keycode, and everything would be okay. But not this time. I will list exactly what I did, and what occured, please see if you can replicate the issue.
1. Yesterday (14/7) I started up VPAS 6, and it was unregistered, as it had been for the last couple of months since the last time we used it. At that point, when I clicked "Generate Customer ID", the customer ID was 1403201412555314, the same as it was when I left it a couple of months ago.
2. To avoid any possible "hardware changes" caused by changing IP addresses etc, I closed VPAS6, set the PM6000 to DHCP mode, and the PC to DHCP mode (they had previously both been set to fixed, but not on the same subnet, so it wouldn't've connected).
3. They both obtained IP addresses. I opened VPAS6 again. I checked the customer ID, and it was the same: 1403201412555314.
4. I entered the new IP address of the PM6000 in settings, and it connected. I closed and re-opened VPAS6, and it automatically reconnected correctly. I checked the customer ID and it was still the same: 1403201412555314.
5. I sent the customer ID to support and received a new key code this morning.
6. I booted up the PC and switched on the PM6000. The PC had automatically obtained an IP from DHCP, (the same IP as it obtained the other day, 192.168.1.73). I booted up the PM6000 and checked it's IP address, which had changed. So I selected 'Fix IP Address' from the menu, so that I wouldn't have to change it in VPAS6 every time it got a new one.
7. I opened up VPAS6, it failed to automatically connect to the PM6000. I entered the new IP address (now fixed to 192.168.1.78) of the PM6000 in settings, and clicked connect. It connected fine.
8. I closed and re-opened VPAS6, and it automatically reconnected correctly.
9. With that all working, and the PM6000's IP set to fixed (so I should never have to change any network settings again), I went to register product, clicked "Generate Customer ID", and the customer ID had changed to 1607201492621160.
10. Of course the key that support had provided me now didn't work as it was for the old customer ID.
I was going to just request a new key based on the new customer ID, but I thought I would post here to see if you could replicate the issue and come up with a solution. It seems to have something to do with changing IP addresses from fixed to DHCP on the PC or the PM6000, but it seems like you can change them on the day and still have the same customer ID, but if you mess around with them on a Monday with the product unregistered, and then try to input the new key on a Wednesday, the customer ID will change at that point.
I could kind of tell it was going to change - I fiddled with IP settings on Monday, and every time I clicked 'Generate Customer ID', it came up instantly. This morning when I clicked 'Generate Customer ID' it took a minute to think about it, so I was pretty sure it was generating a new one lol.
Any assistance appreciated.