topic Re: Error 9 on AP230/AP330 in Aerohive Migrated Content

Error 9 on AP230/AP330

rmfalco89 — Thu, 11 Nov 2021 09:53:04 GMT

I bought 2 AP230 + 1 AP330 on eBay, I created an account on ExtremeCloud IQ, and when I start the configuration by entering the devices SN I get the same error for the 3 of them:

"Error 9: The device appears to be in use by another VIQ."

Here are the serial numbers:

AP230:

02301404111247

02301511040017

AP330:

33012032301910

Can you please help me getting them unlocked?

A big hug in advance

Re: Error 9 on AP230/AP330

SamPirok — Thu, 11 Nov 2021 19:17:35 GMT

Hello, thanks for providing those serial numbers. I did find previous records for both the AP 230's, I'll need to reach out to the original owners to get permission to remove the old records for those devices. Once we have that permission, I should be able to free these devices up for you to add to your own inventory. I'll let you know as soon as I hear back from the original owners.

For the AP 330, I am not finding any old records for that device. Are you getting the same error when you try to add that device now?

Re: Error 9 on AP230/AP330

rmfalco89 — Thu, 11 Nov 2021 21:51:03 GMT

Thank you Sam,
I’ll try again with the 330 once I come back at home.

About the 230s, thank you!
can the eBay order help by any chance?

Re: Error 9 on AP230/AP330

rmfalco89 — Fri, 12 Nov 2021 07:09:05 GMT

@Sam Pirok I checked again with more calm, and I think I pasted here the wrong message before.

You are right: I was able to deploy the AP330 without any issue.

About the AP230s, I get this:

- 02301511040017 : A stake record of the device was found in the redirector.

- 02301404111247 : The device appears to be in use by another VIQ.

Please let me know if there's anything I can do to expedite the release of these 2 devices.

Thank you very much for your kind help!

- Riccardo

Re: Error 9 on AP230/AP330

SamPirok — Fri, 12 Nov 2021 17:26:07 GMT

Thanks for double checking that AP330 for me, glad you were able to add that one without issue. Unfortunately we need to hear from the original owner or their old account team before I can move the other two device out of their current listing. I will let you know as soon as I hear more.

In case we don't get to talk again today, I hope you have a great weekend!

Re: Error 9 on AP230/AP330

rmfalco89 — Tue, 16 Nov 2021 22:07:18 GMT

Hi @Sam Pirok,
just so I know, how long do you give the previous owner to answer your questions?

In general, I think that in the moment a device like an AeroHive AP is for sale online it means that the original owner no longer needs it.
People don't put much effort in things they no longer need, so I'm curious if you'll *ever* get an answer.

A friend of mine recommended me AeroHive and he told me he didn't have to wait at all to have his devices freed up for use.

Now, I understand you want to protect the original owners as well, and I can only assume this is to ensure the devices are not stolen. Is my assumption correct?
But the point is, chances are that the original owners got rid of their devices, that's why these devices ended up on eBay and I was able to buy them.
As an end-user I want to make sure I can use the AP230s, and you know I am in their possess.
If the original owner comes back with whatever problem, then who's gonna have the real problem is the eBay seller, but in the meantime you have my data to contact me - i.e. you know that the devices are with me.

I would greatly appreciate if you could please unlock them, while still waiting for an answer from the original owner.

Most likely I am missing something however, and I would appreciate an explanation to make me look at this correctly.

Finally, I am completely fine with waiting a few days, but I'd like to have an ETA for when I can expect the devices to be cleared up if the original owner doesn't get back to you.

Thank you for your understanding and for providing me with more info so I can get this correctly!

Have a blessed day.

Re: Error 9 on AP230/AP330

SamPirok — Wed, 17 Nov 2021 23:47:12 GMT

Hi @rmfalco89, sure thing, the process for this situation is: I email the original owner three times, giving them a day in between emails to answer. After the third email, I reach out to the account team that used to work with the original owner to see if they can approve the transfer of ownership for us instead. If they can't help us, we'll find your local sales engineer and get you touch with them to start an official request to transfer ownership of the device without approval from the original owner, which is something only they can help you with.

Unfortunately I am not able to release any device without approval from either the original owner or the old account team. I did just send out the third email to the original owner for your devices this morning, so if I haven't heard back from them by EOD tomorrow, I will move on to the old account team. Worst case ETA for when we need to move to your local sales team would be this Friday, 11/19/21.

Just in case we do need to go to your local sales team, could you let me know generally where you are located so I can find a local engineer to connect with you? If you'd rather share that with me directly, please feel free to email me any time at community@extremenetworks.com.

Is that what you were looking for? Please let me know if I can clarify anything.

Re: Error 9 on AP230/AP330

rmfalco89 — Thu, 18 Nov 2021 02:48:47 GMT

Thank you @Sam Pirok
that makes a lot of sense! Thank you for taking the time to explain the process in detail.

I don’t mind at all sharing that I am in San Jose California.

Thanks!

Re: Error 9 on AP230/AP330

rmfalco89 — Mon, 29 Nov 2021 07:49:52 GMT

Hi @Sam Pirok
Have you heard back from the previous owners of the AP230s?

if not, can you please help unblocking them?

thank you!

Re: Error 9 on AP230/AP330

SamPirok — Mon, 29 Nov 2021 17:30:30 GMT

Thanks for following up here, I've emailed you the contact information for your local sales engineer, they should be able to help you with a formal transfer of ownership request without contacting the original owner. Please let me know if I can help with anything else!