Replace a device

Replace a device

In some cases, devices can be replaced without losing the device’s history and data in the cloud. The replacement flow happens when a broken device is replaced by another device of the exact same model or when an existing device is factory reset and loses all its settings.

Replace a device with a different one

You can replace a device with another one of the same model. On the device’s details screen, click the ellipsis and select Replace Device. You’ll need to provide either the serial number or the cloud ID of the new device — pick whichever identifier you have using the selector in the dialog. For device models that authenticate by cloud ID (for example, devices registered through a cloud agent), use the cloud ID.

Once the new device connects to the internet (Registered but not claimed) and contacts the central server, it will replace the old device in the portal, preserving all the data and history associated with the previous device. After the replacement, the old device will no longer be able to contact the cloud.

To verify that the replacement was successful, please check whether the serial number (or cloud ID) has been updated.

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The identifier must match exactly

The serial number / cloud ID you enter is matched against the value the replacement device reports when it registers. Surrounding whitespace is ignored, but the match is case-sensitive — enter the identifier exactly as printed on the device or shown by its agent.

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Replacing with a device that is already registered

The replacement completes when the new device registers with the cloud. If the replacement device has already been registered in the system (it appears in the portal or in the partner's device list), the pending replacement will not trigger. To replace with an already-registered device: set the replacement serial number / cloud ID to the new device's identifier as usual, then delete the new device from the system. The next time it connects it will re-register and the regular replacement flow will complete.

Replace a device that has undergone a factory reset

If a device has undergone a factory reset and lost its credentials to the Customer Portal, the following message will be displayed in the device’s details screen:

Click the Replace Device button to confirm the replacement of the device. The device should now be able to re-authenticate with the platform, preserving all historical data.