Password loss PM710

[SESA_B]

Hi team,

My customer lost password of PM710 (OS 3.150). Pls help me recover password my customer. (Customer agreed)

Attached information Power Meter. Thanks very much.

[mostafa · Accepted solution]

Hi Nghi,

For PM700 meters with OS version 3.040 or higher like yours, there is a tool that Technical support has access to.

You need to contact them for the recovery password.

Bests,

Mostafa

[SESA_B]

Hi @mostafa ,

Follow your answer: "there is a tool that Technical support has access to. You need to contact them for the recovery password"

=> Pls give for me contact Technical support or give for me this Tool recovery password.

Thanks very much.

[Charles_Murison]

Hello @SESA_B 

you can go to se.com -> support -> contact support.  If your country is selected you can see options to contact technical support.

Regards,

Charles

[SESA_B]

Hi @Charles_Murison ,

I asked Technical support my country and receive answer below:

"Dear Nghi

Pls noted that. The latest version firmware  PM710 is 3.150 > 3.040 as mentioned below
"Backdoor password will work on PM700 meter only if the firmware/OS version is 3.040 or above."

The following link is to the latest firmware for a PM710 Series meter:
PM710 firmware (V3.150)

 
Pls follow up guideline FAQ and do reload firmware 3.150"

=> I don't know what do they say. During my OS PM710 is 3.150 but they recommend for me upgrade? I don't any tool for recover password.

[Charles_Murison]

Hello @SESA_B,

I would push back against Tech support and if needed ask them to escalate to the next level. The firmware version of the meter is indeed above minimum required.

Regards,

Charles

[SESA_B]

Hi @Charles_Murison ,

Yes. Pls help me push Technical support and give for me this tool backdoor because they don't send for me any tool.

[Yarom]

HI There Lt. Commander Bui,

The proper procedure for any password resettable power meters is to escalate through bFO to Level 2 advanced technical support.  There is either someone there that has the tool, and authorized to use it or they themselves escalate to their support.

If you are still having trouble, you can send me the serial number and model of the power meter (image of the label would be good as well) and I can get our L2 support to obtain the master password.

I would need the contact information (yours or client account) so that I can set up a case in bFO to escalate.

Best regards,

Yarom

[Charles_Murison · Accepted solution]

Hello @SESA_B ,

Tech Support cannot give you the tool. They can however use the tool and give you the password. I have sent a note to the person who has bfo case #89442579.

Regards,

Charles

[SESA_B]

Hi @Charles_Murison ,

Thanks very much. I'm clearly

[SESA_B]

HI @Yarom ,

Thanks very much