The device appears to be in use by another VIQ

  • 3 August 2021
  • 4 replies


Im trying to onboard in ExtremeCloud IQ the Aerohive AP121 sn12113070301207 but “The device appears to be in use by another VIQ” 

How can we solve?

4 replies

Userlevel 7

Hi, thanks for reaching out. I see that device is still registered to the original owner and I’ve reached out to them to get permission to move the device out of their inventory. As soon as I hear back from them I should be able to free that device up for you. If you’re still in contact with the original owner and can encourage them to reply to my email, that may speed things up a bit. Please let me know if I can help with anything else in the mean time. 

Userlevel 7

Thank you for your patience here, I was able to remove the old records for 12113070301207, so you should be able to add this device to your inventory now. Please let me know if you have any further issues onboarding this AP.

Hi, thanks for your assistance with device onboarding, its online now but attempts to update the 6.1r1 release build1247 to the latest version (6.5r14) via EXIQ Connect brings the error “unable to save the image to flash memory”, please advise


Userlevel 7

Thank you for letting me know and for that screenshot. With devices on 6.1r6 or older, we need to go from 6.1r6 to 6.2r1, after that we can update to any later version directly. We’ll also need to get the device up to at least 6.5r3 before it can work with XIQ. 


This guide reviews how to update the AP firmware via it’s Web UI rather than the XIQ GUI. I will email you directly in just a minute with instructions on how to find the firmware files to use when updating via the Web UI.