Hi there
Not sure if I am missing something but there doesn’t seem to be a way to remove or unadopt a device from the cloud controller. Need to remove the route 10 from my site so we can move it to another test site. I don’t see a delete, remove, or reset in the webUI and not sure if pressing the reset button and holding it down will remove it from the site.
Thanks!
I am in the same boat. purchased it used from Micro center and I cannot register it.
This device is currently assigned to another user’s account.
This can happen if a previous owner of this device has not deleted the device from their account.
Do you want to request permission to use this device? I sent the email three times and yet no response. Do we need to wit until Monday to solve this?
Should be a delete button alllllll the way over on the right:
Although if you’re just moving it to another Alta site then you should have the option to move it to the new site in the router settings
Not showing up on my side unless I am looking at the wrong panel in Network —> Right corner. Ignore the disconnected part for now waiting on a replacement power strip in the office.
Try another browser.
No, that’s seems correct to me.
I will say that if you’re on laptop and depending on size of the screen, I’ve sometimes had to swip left on my touchpad to in order to scroll further and see the icons. Swiping left on a network device in the iOS mobile app also presents the Locate and Delete options, and I assume the Android app is similar (just to give some more options to try!).
If you haven’t yet, trying another browser like @Beaker suggested is also a good quick test to do!
Interesting so @Beaker’s suggestion of trying a different browser worked actually. Unsure if it’s due to my browser being set to japanese as primary and English as secondary. Was using chrome on MacOS and swapped to brave on MacOS and it works. Mobile app for Android also works fine to swipe and delete it from the site.
Scaling wise I did try setting it to 80% but it didn’t show up on chrome it did show up on brave at most scaling sizes below 90%. It seems like the scaling of the webUI is based on a desktop sized monitor since typically I configure alta gear using a laptop since we use the mobile app for on site deployments
Interesting! I also use Chrome when on my MacBook, so perhaps it is something to do with the language settings you mentioned. For the sake of science, it could be interesting to see if the problem also occurs in a Chrome Incognito window. That should remove the possibility of it being some kind of weird caching issue, for example.
Also check if there is a scrollbar at the bottom of the table; you may need to scroll it over to the right to see every column.
This is not related to support. The email gets delivered straight to the previously registered owner on the site it was installed on before. Unfortunately, many people just ignore those or their client sends it to spam/trash through automatic filters.
If you send a picture of the unit’s label with the serial number in clear view, our team can help release it for you. Email support@alta.inc to confirm ownership.
@Alta-Josh, I’m a bit confused here…
The issue of not being able move it all the way to the right to reach the Delete button was already resolved by changing to another browser:
Then, wouldn’t it be exactly an issue to turn to the support for, when the device is locked up, as @jmszuch suggest and you first say is not related to support and then is related to support:
I separated it into 3 messages to draw clear lines between each comment or issue.
Switching to another browser helped, sure, but in the future also check if there is a scrollbar in any browser. It may resolve the issue without switching browsers. It is also possible to use the mobile app and swipe the device to delete it.
The email that is delivered when you are trying to activate a pre-owned device is delivered to the address of the site owner from where the device was last assigned. It does not go to support, and is therefore not related to support and our business hours.
However, if you have tried multiple times and the previous owner has failed to release the device from their account, support@alta.inc can use proof of ownership to release it manually on behalf of the new user.
