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ExtremeCloud IQ FAQs

  • 24 November 2020
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Q: Why am I getting the error “A stake record of the device was found in the redirector” and how do I fix it?

A: Device serial numbers can only be added to one device inventory at a time. This error indicates that you are trying to add a serial number that is already registered to a different inventory. To resolve this you can: 

  • Contact the previous owner and ask them to remove the device serial number from their inventory
  • Contact the community team for assistance at community@extremenetworks.com
  • Open a support case to request help with transferring the device to your ownership

Q: What do I do about the error “Device Update Failed”?

A: First, confirm the device is using a firmware version equal to or higher than 6.5r3. If the device is using a firmware version lower than 6.5r3, we need to update the firmware to at least 6.5r3 before we can manage the device in ExtremeCloud IQ (XIQ).  

If you are unable to find firmware files to update your device, email community@extremenetworks.com for assistance. 

If the firmware is updated, try the steps in this guide: https://extremeportal.force.com/ExtrArticleDetail?an=000069778

 

Q: Why am I stuck on the Device> Manage page? 

A: If you’re unable to go to another page, you likely need to add a license to your ExtremeCloud IQ instance. You should see a message at the top of the page indicating how many devices are in use currently, how many are licensed, and a link to add a new license to clear things up. You can contact your Sales Engineer to purchase a new license. If you’re unsure who to contact for your Sales Engineer, please email community@extremenetworks.com and we will email that contact information over to you. 

 

Q: Where are the release notes for the firmware versions (HiveIQ)?

A: You can find all release notes here: https://docs.aerohive.com/330000/docs/help/english/ng/Content/learning-whats-new.htm

This page is updated when we release new versions. 


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