atcomsystems.ca/forum Forums TDM Business Telephone Systems Nortel Telephones & Systems PRI Keycode Retrieval

Your post was unclear.

"I've actually talked to a person" implies you called someone other than your dealer. You seemed to object to this person charging for his time.

Are you just trying to get the keycode for your system for your records or are you trying to recover the auth code to move the PRI to another system?

The former is free for a Nortel partner and your orginal supplier should not charge you. But if I were just some guy you found in the phone book, I would be charging for my time.

If you are trying to retrieve the auth code to move it to another system, that is another story altogether. Unless you are replacing a system in warranty you will have to buy a new auth code.

Telemarv, is it possible to recover the keycode prior to defaulting the system, replacing the memory caps, or some other proven legitimate reason? What about if you were going to upgrade from a 5 to a 6 on a mics system? I ask because when our guy did the upgrade, the system went DUMB. I don't know what he did, or if he did it wrong and there is a right way. He swears he did not do a ------p. Obviously, not our installation, customer got tired of lousy, HIGH$ service. We charge serious $$, but we do it right, NORMALLY! And no, we are not N/T certified. We had to buy a new PRI code and eat the $. We get our parts, advice, and keycodes from those who shall remain nameless, like a lot of other outfits. I have never posed this question to them, never really thought about it B4. John C.

A Nortel Reseller or Partner can contact ITAS to regenerate the keycode. That is if it was bought in the first place from Nortel, not gret market. All you need is the SY ID and Nortel's database keeps track of all keycodes generated under that ID.

Key codes can be retrieved as Nickels says.

The problem occurs when you want to recoop the auth code because of system problem. This can be done if the system is still under warranty from Nortel.

Often when upgrades fail the sys id changes, which makes the original key code useless. As I said above the auth code can be recovered and reused to generate a new keycode IF there is a service issue.

MArv is right. If the Sys ID changes, the keycode is lost. That should only happen under extreme circumstances. I did it throught experimental s/w swap-outs on a tester KSU here in house. I had to go through my Nortel - certified tech support to get a new one.

Under normal circumstances, the first thing I do is copy the auth form with the keycode filled in and keep it in the customer's file, as well as give them a copy and say something like,"You don't need to be concerned about this stuff but it is important info that needs to be archived properly for future reference."

I have just attended a customer who had hospitality on his system when he purchased the Motel he bought some 9 years ago. Last time on site I took a copy of the Sys ID , lucky I guess as the system was destroyed by lightning a couple of days ago.On contacting the Australian distributor (who originally sold the system to the original owner) they demanded TWO THOUSAND DOLLARS U.S to supply replacement codes for a replacement system he had purchased 2nd hand . Supplier agreed that the original codes were purchased from them but would not comply to our request. Poor response times drove the customer away from the distributor ,and I think this is the reason they are playing hardball.Answer me this -If I register as paid member of a web site ,and lose my password ,I am not charged for password retrieval - what is the difference here???? Nortel or NO TELL?

This part of your post seems to blame Nortel, when in fact the 1st part of your post refers to a dealer, installer, gray-market salesperson.

Don't blame Nortel for trying to protect their "Non-Gray-Market" systems out there, especially if it wan't Nortel in the 1st place that sold you a USED syetm.

If the system was purchased through legitimate channels AND is still under Nortel warranty, there should be no issue in retreiving the auth code.

Lightning IS NOT a warranty claim. New system... new keycodes. I don't see this as "hardball". Customer wants to make a claim... have them contact their insurance. Maybe they cover lightning damage.

Understand the reason here.

If I purchase an auth code, generate a keycode and install it in a system.

Then for aurguments sake, I am able to go to Nortel and retrieve the auth code without a warranty claim, I can now generate a new keycode for a 2nd, 3rd system etc. One auth code many keycodes. Retrieving the auth code does not stop the 1st or 2nd or 100th keycode from working. Does that make good business sense for a manufacturer?

One auth code, one keycode, one system, period unless there is a warranty claim at Nortel.

On a side note I will again reiterate. If you call me in as a 3rd party tech (not my system, not my warranty) I will charge for my time. Nortel (any manufacturer for that matter) only warrants the equipment, not the installer's labour.

We had a similar situation Wednesday night; we just couldn't restart the 7.0 software (upgraded from 1.1 XC to 7.0 XC) but we forgot to check the NAM version. Wanted to downgrade back to 1.1 XC but, couldn't get the sys ID (F**88SYSID does NOT work), and when we wanted to leave it at least to 7.0 so they would have their phones working if not NAM, the 7.0 never booted. We left it at 6.1XC, called ITAS for keycode retrieval even though had no idea if it existed. We stated business critical and got an email withing 30 minutes with code for 6.1 and did a restore.

If you are not certified, this is the kind of stuff that gives you cold sweat.

I still think that keycode system from nortel is full of it, especially if you had to change BCM 50s.