ExtremeCloud IQ - Onboarding Stale Record Error

[ESA]

We are having troubles onboarding some devices.
When trying to onboard an error message appears:
“A stale record of the device was found in the redirector.”

How do we fix this?

[ESA]

We were able to resolve this issue via another employee. We still don't quite understand how this occurred. Why was a stale record found in the redirector in the first place? We hadn't even unpacked most of the devices.
It would be great if you could elaborate a bit on that.

[Christoph_S]

You can open a case to request the release of the serial numbers from Redirector. 

Of course we'll need the serial numbers of the APs in question and we may request further proof of ownership. 

I hope this helps,

BR,