topic Device already onboarded - AP330 in ExtremeWireless (IQE)

Device already onboarded - AP330

JoeS1 — Tue, 07 Dec 2021 21:10:19 GMT

A Question we have all seen 100 times now!

I have added an AeroHive AP330 to my systems, now adding it to cloud ExtremeIQ i am getting "Device is already onboarded"
Can i get some assistance removing the device from the old tenant, thank you !
S/N: 33014031405889
Model: AP330

Re: Device already onboarded - AP330

SamPirok — Wed, 08 Dec 2021 17:45:11 GMT

Hi Joe, thanks for providing that serial number. I've found the old records for this device, but since it's registered to a different owner I'll need to get permission from the original owner to remove it from their inventory. I've emailed them just now, I'll let you know as soon as I hear back. Please feel free to check in with me here any time for an update.

Re: Device already onboarded - AP330

JoeS1 — Wed, 08 Dec 2021 18:19:25 GMT

Thanks for this, i have also contacted the company i purchased from - so let's see what comes back!

Re: Device already onboarded - AP330

JoeS1 — Thu, 09 Dec 2021 12:47:56 GMT

Can i ask what is the process if the previous owner does not respond? i.e. the business has closed or the contact no longer exists... Is there a facility to override ownership in that scenario? I assume you can see how long since the device was last connected to the previous owners Cloud and if they are still active as a client.

I can of course provide proof of purchase my end and that the purchase was completed through a legitimate source.

I must say that the AP330 is a nice looking model too!

Please let me know 🙂

Many Thanks

Re: Device already onboarded - AP330

SamPirok — Thu, 09 Dec 2021 17:26:57 GMT

Hi Joe, of course, happy to explain. The process is to reach out to the original owner three times, with a day in between contact attempts. If I don't get a response from the original owner, I reach out to their old account team to see if they can provide approval for the transfer of ownership (for example, if they know the company went out of business, etc). If the account team can't help us, we'd need to reach out to your local sales engineer so they can help you with the transfer of ownership without approval from the previous owner. If we get to the last step, I'd need to know generally where you're located so I can find a local sales engineer to speak with you. I appreciate the proof of purchase you attached, unfortunately the only thing I can move forward with is written permission from the previous owner. Gotta love the red tape, but I'll do my best to get this resolved for you quickly!

Re: Device already onboarded - AP330

JoeS1 — Fri, 10 Dec 2021 11:39:17 GMT

Well I am thrilled to say the final AP has arrived this morning and guess what.... same error....

12115080700916

Can you please contact these too. I have a feeling I will be returning all of these next week. Such a shame to be let down when the product is great.

Re: Device already onboarded - AP330

SamPirok — Mon, 13 Dec 2021 18:39:50 GMT

Hi Joe, thanks for sending that last serial number over, I started the process to see if we can get that AP released as well. Thank you for your patience here.

Re: Device already onboarded - AP330

JoeS1 — Mon, 20 Dec 2021 21:19:42 GMT

Any news on this?

Re: Device already onboarded - AP330

JoeS1 — Thu, 23 Dec 2021 01:50:17 GMT

I have been told that one of these devices was owned by Arcadia group - they went into administration a while back, perhaps totally dissolved now - So that would mean we won't get a reply from them!

Any news on your front for either?

Thanks

Re: Device already onboarded - AP330

JoeS1 — Fri, 31 Dec 2021 20:15:51 GMT

@Sam Pirok - I hope you have had a great Holiday season!

Have you received anything back from the Account Team or Sales Engineer's on either of the two devices yet?

As I noted, certainly one of the two devices belonged to Arcadia, which was a holding company in the UK for several retail stores that went into administration some time ago and believe has now completely folded...

Eager to get these last two onboarded so I can close off the project!

Re: Device already onboarded - AP330

SamPirok — Mon, 03 Jan 2022 16:42:43 GMT

Hi Joe, thank you for your patience, sorry for the slow response here, I was out for a couple weeks for the holidays. Both of your devices should be free to add to your inventory at this time, please let me know if they give you any further issues or if I can help with anything else.

Re: Device already onboarded - AP330

JoeS1 — Tue, 04 Jan 2022 04:40:32 GMT

Thank you Sam - I have just begun onboarding them.....

I'm sure you will be delighted to hear that i have another 7 on the way for another site 😄 fingers crossed!

Cheers

Joe