Onboarding Device "...in use by another VIQ"

[AndyD]

Hi,

Attempted to onboard a (second hand) AP230 and received the following:

"The following devices failed:"

"02301407220747   The device appears to be in use by another VIQ"

Presumably, the previous owner has neglected to remove from their network. Is there a way to resolve this issue?

Many thanks, Andy

[Brent_Addis]

Hey Andy,

Exactly there, if there happens to be an Extreme Employee reading this thread they might be able to look at it for you, but based on the fact nothings happened, probably not.

Next port of call would be TAC (Technical Assistance Centre) who you can access by logging via the support portal - https://extremeportal.force.com/ExtrSupportHome?

If you don't have an account there should be a link to create one there too.

[Brent_Addis]

Alternatively, email Sam who has in the past been able to help if you can provide serial numbers.

community@extremenetworks.com

[Brent_Addis · Accepted solution]

Unless there happens to be an employee reading, you will likely need to log this with TAC, I am assuming you have XiQ licenses and Support so you might (And I use might lightly) be able to get them to remove it from the previous owners XiQ as long as you can prove you hold the device.

[AndyD]

Hi Brent,

Thanks for your quick reply, much appreciated. I've emailed Sam, no response yet..., in the meantime, what does "employee reading" mean and who is TAC? Yes, we have XiQ licences.

Thanks, Andy