Request for Support on Driver Certification Issue (

Question

We attempted to submit the package as an Initial Submission, but an error occurs as shown in the screenshot below.

Could you please check whether this issue might be caused by the driver already being registered under the previous Suprema account?

For your reference and further investigation, I am sharing the Initial Submission package that I uploaded.

Windows 7 : https://xperixoffice-my.sharepoint.com/:u:/g/personal/jejo_xperix_com/IQAupE9x3-ENTa6IaMFsgETlAej5FvnZW7ymPiYqOBOzhfc?e=gB24ul

Windows 11 : https://xperixoffice-my.sharepoint.com/:u:/g/personal/jejo_xperix_com/IQDMSJl3-B8cQ5ST5Lq0GV9SARvDBGkLjwxuY7Mh76rMUaE?e=NPd0H5

Thank you in advance for your assistance.

Answer 1

We have carefully reviewed all of the guidance provided in the automated response.

However, this issue involves hardware ID ownership and account transition between organizations, and it cannot be resolved solely through the general instructions provided.

Therefore, we kindly request to be connected with a human technical support representative who can directly review our case and assist us further.

Given the extended delay and the critical impact on our schedule, we would greatly appreciate your prompt support.

Answer 2

When submitting a driver package, if you encounter an error that suggests the driver might already be registered under a previous account, it is important to verify the ownership of the hardware IDs associated with the submission. If the hardware IDs listed in your submission do not match those owned by your current organization, this could lead to submission issues.

To resolve this, you can check the following:

1. Ensure that the hardware IDs in your submission are owned by your current account. If they are not, you may need to contact support for assistance.
2. If the driver was previously submitted under a different account, you might need to work with the previous account holder to transfer ownership or rectify the submission issue.
3. Review the error messages you received during the submission process for any specific guidance on how to correct the issue.

For further assistance, consider reaching out to the Microsoft Partner Center support team for detailed help regarding your submission and account status.