problem downloading realsense software on a brand new unit

[mtsch1]

i just purchased a new lenovo aio 700. it cam with a leaflet inside for intel real sense and password. no when I follow instruction I get this message "master key reset in progress". it has been like that since yesterday!

[EstebanA_C_Intel · Accepted solution]

Hello, erg56:

Thank you for contacting the Intel® Communities.

I would like to know, where are you getting this error?

While accessing windows? While downloading software from an specific webiste? What is the website you are trying to download that from?

I look forward to your reply on this.

Regards,

Esteban C

[mtsch1]

Hi Esteban

The site I visit is "softwareoffer.intel.com/realsense". Then I enter the masterkey "34wurmzdaywb"my windows hello is setup correctly.so I don't understand why this is not working

[EstebanA_C_Intel]

Hello, erg56:

In this case, I would like to recommend you to visit https://softwareoffer.intel.com/intel-software-starter-pack/realsense/faq Intel® Software Application Pack - Need Help?

There look for FAQ "My Master Key is not working." and follow the steps there.

Also there is the option to send an email to their support so please do let them know if those steps don't fix your issue.

Any additonal quesitons or inquiries? Feel free to contact us back.

Regards,

Esteban C

[mtsch1]

Dear Esteban

I have already exhausted all you have recommended. is there anyway that intel can provide me with a different master key that works for this software bundle? I really hope so!

[mtsch1]

PS

I hope this doesn't take another two or three days to get a response back. and more hopefully I get what was promised to me.

[Jorge_I_Intel]

Have you tried requesting a new password from the FAQ link?

[mtsch1]

I did what you asked me to. but how I got to this site was from the site you just asked me to go back to!

[Jorge_I_Intel]

Hi erg56,

Someone will contact you via eMail to the address on this ID (erg56), to help you out with your issue.

Jorge.