Downloadable TechTool Deluxe CD for AppleCare customers (#3): More on SN rejection; Replacement of certain parts causes problems

More on serial number rejection Users continue to report problems with the serial validation scheme Apple is using for the downloadable disc. For many users, serial numbers for valid, AppleCare-covered systems are rejected by the disc download Web page.

One MacFixIt reader writes:

'I have a valid AppleCare program. The Apple database acknowledges the existence of AppleCare for my computer's serial number. Yet trying to download the TechTool CD after entering the required information yields the remark

"No AppleCare Protection Plan is associated with this serial number: XB33............ Click here to register."

"After attempting to register, the database reveals that my Mac and AppleCare policy are already registered."

Another reader adds:

"I also bought a Power Mac G5 with a year of AppleCare, in Dec 05. I tried to download the TechTool Deluxe image file from Apple, entered my serial number from System Profiler and also got an error message."

Meanwhile, MacFixIt reader Rick reports that clearing his browser's cache eliminated an issue where entry of a proper serial number resulted in reversion to the original serial number entry page.

Rick writes:

"I had major problems last week when this was first announced. I kept getting bounced back to 'Enter your Macintosh Serial Number.' Amazingly the problem went away when I used OnyX to clear Internet and System caches. When I rebooted after completing those tasks, I was able to download the image."

Replacement of certain parts will cause serial number issues It appears that if certain system components were replaced under warranty, different serial numbers from those associated with the original system will cause rejection from the TechTool Pro disc download page.

MacFixIt reader Steve Kolb writes:

"I've had the logic boards replaced under AppleCare in both my PB Ti-800 and my G5/DP/2GHz. Trouble is, when Apple replaces the logic board under warranty, the Mac's serial number goes away and is no longer available. While I have AppleCare for both computers, neither displays a valid serial number in 'About this Mac.'

"And the software doesn't care about the serial number on the case, only the one imbedded in the logic board."

The solution is generally to call AppleCare customer service (800-275-2273) and report the serial number change, though updates to the customer database may take several days to be enacted.

Feedback? Late-breakers@macfixit.com.

Previous coverage:

• Downloadable TechTool Deluxe CD for AppleCare customers (#2): Can be burned as DVD; problems with serial numbers
• Apple offers downloadable, bootable TechTool Deluxe CD for AppleCare customers

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