Yesterday setting up a replacement HR21-700 (probably applies to many other models), one of the early setup screens requested an "order number", and I tried an "ORD" from the inbound shipping label, and the card number that did not work! A call to tech support revealed that this was part of a new system that was not implemented yet, and should leave the entry BLANK. The agent stayed on the phone, since the next step was to activate that needed the agent. Things went smoothly after that, except all remotes needed programming. we have (2) HR21's, and 3 remotes.