bthames21 Posted October 10, 2017 Share Posted October 10, 2017 So, I am trying to register my board on the Line 6 website so I can add new tones to it and use the tone editing software, but I cannot register the serial number because it says there is an error. I tried connecting it to Line 6 Monkey and it says "The POD HD500X you are connecting to is not a valid Line 6 hardware. Please inform Line 6 Customer Support about this message to receive further instructions." I have called Line 6 support and they tried to register my HD500X on their end, but they could not do it either. The representative told me the ESN (serial number) cannot be recognized and I would have to send it in for troubleshooting or take it to a local service shop. I got the info for a local repair shop and gave them a call. I told them the scoop and they said they cannot do anything because they can only repair and fix broken components, not sync a serial number with a unit. The manager at the shop was almost irritated that Line 6 told me to call them and take care of this issue and he was like "call the company you bought it from and ask for a replacement, we only repair or replace broken components, we can't sync serial numbers to units." So I contacted where I bought it from (Zzounds.com) to see what they can do. I have had this board since June 4th, 2017 and have used and created tones solely on the board. I am now wanting to download new tones and take advantage of the tone editing software. Since this problem has occurred I am left in a bind. I contacted Zzounds and let them know the situation and asked if they can send me a replacement and I'll send back this problematic unit back to them. I am still waiting to hear back. I use this board every weekend and cannot afford to be without it for up to 4 weeks, which is how long Line 6 support told me it would take to get it fixed. I have tried everything. I reinstalled drivers and all of the Line 6 apps and restarted my computer multiple times. I even used different USB cables and USB ports to make sure it wasn't a connection issue. I have checked the serial number probably about 20 different times and tried different combinations, I assure you I am not entering it in wrong. Anyone have any ideas? Screenshots of errors are attached. Quote Link to comment Share on other sites More sharing options...
Line6Tony Posted October 11, 2017 Share Posted October 11, 2017 We're sorry to see this happen. This looks like a hardware issue (hunting down and replacing a part) that a tech can address. We'll deal with this through your ticket. Quote Link to comment Share on other sites More sharing options...
emmmrodriguez Posted February 3, 2018 Share Posted February 3, 2018 Hi, maybe late but I had the same problem. Fixed it putting 21 instead (21), it worked for me. Good luck! Quote Link to comment Share on other sites More sharing options...
tonydhobby Posted August 24, 2018 Share Posted August 24, 2018 Same thing.....put 21 not (21) Quote Link to comment Share on other sites More sharing options...
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