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?

Access Points
1

I have had to create new sites due to getting 2 new AP and them not connecting to my network.

Now on one of my AP (one outside which is a pain to sort) when I have done a reset I now get this error when trying to connect 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?"

When requesting permission I get nothing? I have already deleted the old sites. Is this now a dud? Do I need to return?

2

No need to return them. If you DM me the MAC addresses, we can free them up.

But to be clear. you had:

  1. Both of them managed under a site
  2. Factory defaulted them
  3. Deleted the sites they belonged to
  4. Went to set them up again but got the “these are managed under another site warning”
  5. When requesting permission to take them over, you never got an email or anything like that, correct?
3

Yeah that’s correct.

Not sure if this is the issue, but I renamed the new site the same as old one I deleted?

4

Thanks for confirming. I’m not sure if that name change would play a role, but I suspect it wouldn’t as each site will have a common name which is the way you reference it in the UI, but it will also have an ID which the backend will reference.

If anything (a hunch), my guess is when the site is deleted, it’s…deleted :laughing: So when you make that request to free it up, there’s no one to request it from.

At any rate, I’ll let the devs know about it and we’ll get it sorted out.
Go ahead and DM me the MAC addresses so we can free those up and get you going.

5

thanks,

Message sent

6

Hey Matt,

I have the same problem with an AP. Can you help?

I want to migrate to a new account and i can’t get linked because of this message, and i don’t have access to the previous email address.

I would be great if you guys could implement an automatic realease of mac address / SN , associated with an cloud account, when the AP is factory reset, so it can be linked to another account without any hassle.

With Ubiquity it’s lot easier, you just factory reset the AP and you can adopt to a new controller.

Thank you,

7

Sure thing, shoot me a DM with the MAC address and a picture of the label on the back of the AP and we’ll get it released.

So the idea behind this was to allow for a certain level of self-service in being able to automate the release of the AP. As you point out, the only requirement is access to the Site owner’s email account in order to release it.

In cases such as these where you don’t have access to the email address, we want to put human eyes on the situation (hence the requirement for a picture of the label) for security reasons. As with other vendors, if someone were to steal your AP, they just need to factory default it then it’s fully usable. With us, we at least have the ability to have a human review the situation.

Keep in mind that if you delete the AP from the previous site while the AP is communitcating with the cloud, you won’t have this message. If the AP is in a disconnected state, however, the message to “delete” from the cloud obviously can’t get through to the AP. So the best practice is to delete the AP from the original site, then it will automatically appear to be Set Up on any site you own (and the AP is checking in from the same public IP that you’re logged in with).

8

In the meantime I managed to solve it :grinning:. It’s working. Thanks for the quick answer and support.

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