Troubleshoot
| Scenario or error | Likely meaning | Recommended next steps |
|---|---|---|
| A device shows as already claimed | The device is already claimed by a different organization. | Contact the device manufacturer’s support team to confirm who claimed the device and how it can be released. Ask your tenant admin to check their inbox and spam or junk folder for any claim-status email sent by the manufacturer. |
| Move a child device to a different parent device | Moving a device to another space changes its location, not its parent device. | Delete the device, then register and claim it again with a different parent_id.If you are a Partner user (OEM), use the Update Device API to update the parent_id. |
| How to use Replace device | Use Replace device to swap the old device with a newly registered device. | Open the device overview. Click the ellipsis menu. Select Replace device. Enter the new device serial number. Register the new device based on your manufacturer’s instructions. See Replace device. |
| A deleted device cannot be claimed again | Deleting the device in Xyte Cloud also unregisters it. | Register the device again before trying to claim it. |
| Device status is 'Ready to be claimed' but claim returns 'Device Not Found' | The device may not be registered or its record may need verification. | Check whether the device is registered. Collect the MAC address, serial number, or CloudID. Share those details with support so they can verify the record in the database. |
| A Dynamic screen action stays on hold and never completes | The issue may affect one device or multiple devices of the same model. | Check whether other devices of the same model have the same issue. If the issue affects multiple devices of the same model, contact the OEM support team. If the issue affects only one device, contact Xyte Support. |
Updated about 3 hours ago