Need help removing Stale Record from Redirector (Second Hand AP305C)

[Ilyan]

Hello,

I recently purchased a second-hand AP305C. The previous owner confirmed that they have already removed the device from their ExtremeCloud IQ account, but I am still unable to onboard it.

When trying to add the device, I get the specific error: 'A stale record of the device was found in the redirector'.

I have physical possession of the device and I can provide the Serial Number and a photo of the sticker as proof of ownership.

For security reasons, I do not want to post the Serial Number publicly. Could a moderator please send me a Private Message so I can send the details to clear the redirector?

Thank you.

[kiwi268dew · Accepted solution]

Hello, @Ilyan 

The "A stale record of the device was found in the redirector " error on your second-hand AP305C is a known issue that cannot be fixed with a factory reset or any self-service tool, as the issue resides on Extreme Networks' global redirector server, not the AP itself. To resolve this, you must immediately open a support case with Extreme Networks' Global Technical Assistance Center (GTAC) through the Extreme Portal or by phone. In your case, you will need to clearly state the error, provide the Serial Number of the device privately within the case, and be ready to supply the photo of the sticker or other proof of ownership to authorize GTAC staff to manually clear the stale record and release the device for use on your IQ account.