Can't claim MX device

[Flamby]

Hello everyone,

I try to claim an MX device and receive the error: Device "xxxx-xxxx-xxxx" not found.

I did few researches and found this could be due to the device being already claimed by another organization. We know the owner (a local distributor) but they have no clue who already claimed the device since they're dealing with multiple cisco partners.

Is it possible for Meraki support to help us out ? we can contact the distributor and ask for his approval to remove the actual organization.

Has anyone been in the same situation ?

[Shubh3738]

Can you share the snap of the error, you are getting?

[Flamby]

Below a screenshot, thanks

[alemabrahao]

Are you sure the serial number is correct?

[Flamby]

Yes I am, as suggested by ww (comment below mine) switching to the old version of the dashboard shows a different error: The following devices are already in use xxxx-xxxx-xxxx, so I assume the SN is correct

[ww]

Does the old gui give the same error?

[Flamby]

This is actually interesting, unfortunately didn't solve the problem.

It says indeed that the device is already claimed. "The following devices are already in use" 

[ww]

 then they propably gave the correct serial.  Sound like its the local distributors problem to solve 

[alemabrahao]

Usually you get a message that the device is already added to another organization, which doesn't seem to be the case for you.

But if that's the case, there's nothing Meraki support can do.

Did you buy it second-hand? If so, you need to contact the person who sold it to you to remove it from your current organization.

[Flamby]

Hi,

The appliance belongs to a local distributor in the country, we've got it for a POC purpose only and give it back after the trial period.

The problem is that the distributor has no idea who claimed the appliance before. 

[alemabrahao]

What Meraki can do in this case is to inform you which organization the device is added to.

Your distributor will have to open a support case with them.

But Meraki cannot remove the device for them, the most they will do is inform the organization.

[GreenMan]

Support won't tell you where a serial number is deployed;   only that it is deployed  (if that's the case).

In this instance I'm not sure they have the serial number right, given the error they are seeing.

[Flamby]

This is actually what I see when I try to add the device to our organization.

So I understand there is no solution to this, unless the device is removed from the old organization.

I'll check with the distributor to check of the SN is wrong.

[PhilipDAth]

The distirbutor needs to build a list of the companies they have already lent out the kit to, and then ask each of them to unclaim it from their Merai Dashboard.