The back end database is not recognising your serial number.
If you are sure you are entering it correctly, you can contact customer service ( not technical support ) and they may be able to recify the issue depending on the age of the unit.
Out of interest what are the last 6 digits of the serial number ?
From that I tell theage of the unit.
Thanks for the quick reply.
The last 6 digits of the s/n are 400550
This shows it was manufactured in the 40th week of 2005
As such our database does not go back that far as it would no be covered under a support contract.
Have you purchased the unit within the last 12 months ?
Yes, the unit was purchased last December.
Someone somewhere has some old stock.
Was the SG310 an option to purchase from your supplier, as it is the replacement for the 300 ?