XMatrix asks you to register: gather the information, then complete activation
The registration prompt confirms the current state of the software, the device, and the project. It can appear on first use, when the device or the PC changes, or when an authorization expires. Record the prompt and the device information, then contact us for the matching next step.
- Record the promptKeep the screenshot; do not close the window
- Check the deviceModel and serial number
- Confirm the versionSoftware and firmware
- Contact us to activateHandled per project
Why the registration prompt appears
Usual causes are a first install, a software or firmware version change, a PC or device replacement, and an existing activation that has expired. The prompt is not a device fault. Do not keep uninstalling the software or changing the system clock. Keep the information from the site so the next step can be activation, or a version correction.
How to finish activation
- Leave the registration window open and capture the whole prompt. Do not copy only the last line.
- Record the MSP model, the device serial number, the XMatrix software version, and the firmware version.
- State whether you use XMatrix Online, Offline, the Command Interface, DMX512, or the API-SDK, and how many devices there are.
- Use Contact to submit the information, finish activation from the reply, and connect the device again to confirm.
Send all of this in one message
- A full screenshot of the registration prompt.
- MSP model, serial number, and device count.
- XMatrix software version, firmware version, and the PC operating-system version.
- Whether this is the first activation of a new project, or the same device on a new PC, a replacement device, an upgrade, or an expiry.
Common questions
| Case | What to do first |
|---|---|
| The PC was replaced | Keep the original device. Send the old and new PC situation, the device serial number, and a screenshot of the prompt on the new PC. |
| The MSP device was replaced | Check the new device against its new serial number. Do not write the old device’s activation onto the new device. |
| The prompt says it has expired | Send the project name, the device serial number, and the current prompt, and state which software mode must keep running. |
| The authorization code will not write | Check the serial number, the device number, the software version, and what was entered. If it still fails, attach a full screenshot of the error after the write. |
| The site has no network | The registration information can be sent from another device that can communicate. The target PC does not have to join a public network for this step. |
How a batch delivery is handled
If a project needs many devices activated in sequence, you can ask about WeChat self-service code issuing. Whether it applies, what it can do, and how activation works are confirmed per project, so each device is not submitted again by hand.