Solved

The device appears to be in use by another VIQ


Hi,

My client have bought a lot of used AP230 on internet and trying to connect to Extreme IQ Connect software.

During onboarding received the note: “The device appears to be in use by another VIQ”.

S/N :
02301601112977
02301601113045
02301510221012
02301601112994
02301601113062
02301601113250
02301601113042
02301601113223
02301601113279
02301601112888
02301601113256
02301601113050
02301601112916
02301601113251
02301601113294
02301601113079
02301601113058
02301601112915
02301601113043
02301601113170
02301601113204
02301601112964
02301510220618
02301601113025
02301601113217
02301510221021
02301510220629
02301601112929
02301601113244
02301510220631
02301510220648
02301601113053
02301601112913
02301601113214
02301510220623
02301601113206
02301510220620
02301510220675
02301510220637
02301510220626
02301601112939
02301601112944
02301510221437
02301510221794
02301601113038
02301601113052
02301601112948
02301601113063
02301510220630
02301601113273
02301601113033
02301601113168
02301510221015
02301601112938

Can anyone help me to solve this problem, please?

Thanks.

icon

Best answer by Doug 23 July 2021, 18:27

Hello, 

We are not able to process this, we will need to send this over to our Sales Team for review since we are unable to track the location of this new order. 

Regards, 

Doug Hyde

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11 replies

Userlevel 7

Thank you for reaching out and for providing those serial numbers. Unfortunately, we see these devices registered to a different user in our system right now and we will need to get permission from the original owner to move the devices out of their inventory. I have emailed them requesting their permission, if you are still in contact with the original owner and can encourage them to respond to my email that may help move things along. Please let me know if you have any questions in the mean time.

Any answers? What if they don't respond?
 

 

 

Userlevel 7

We have to try them a few times to make sure, if they don’t answer we will get them removed for you. 

I hope that helps. 

Regards, 

Doug Hyde

Hello.

 

Any luck?

We need to use the equipment
 

Userlevel 7

Hello, 

We are not able to process this, we will need to send this over to our Sales Team for review since we are unable to track the location of this new order. 

Regards, 

Doug Hyde

Hello.

 

Any update about this? Still not able to use the devices?

Userlevel 7

Hi @ViniciusDM, have you been able to contact your sales team? If you’re unsure who to contact, please let me know generally where you are located and I will find a local contact for you to speak with. 

 

I am trying to help my client as he purchased this equipment from a third party. Who can I contact for help?

 

Thanks

Userlevel 7

We need to get you in contact with a sales team. If you can let me know generally where your client is located, I can find a local sales team for them to speak with to get the transfer of ownership started. 

They are in Brazil, São Paulo.

Userlevel 7

Thank you for letting me know, I’ve just sent the contact information for your local SE to you in a direct message. Please let me know if I can help with anything else!

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