device allready registered

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Dpj
Dpj Posts: 215
Zyxel Certified Network Administrator - Nebula Zyxel Certified Network Administrator - Security First Comment Friend Collector
image  Master Member
in Nebula

Strange, at the moment i'm at a customer site to install 6 AP's. 1 one them, tells me Allready Registered. It's new out of the box. 1 thing i notice, it's an complete different mac address. An other range. When i search under "My devices" and Services, i cannot find it. So it must be registered under an other account. But it is new out of the box.

How to handle this?

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  • Zyxel_Melen
    Zyxel_Melen Posts: 5,169
    Zyxel Certified Network Engineer Level 1 - Switch Zyxel Certified Network Administrator - Switch Zyxel Certified Network Administrator - Nebula Zyxel Certified Sales Associate
    image  Zyxel Employee
    edited July 2025
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    Hi @Dpj

    Let me send you a private message for the device's information sticker.

    Or, please try use the Nebula mobile APP to register this device via scanning it QR code.

    Zyxel Melen


  • Dpj
    Dpj Posts: 215
    Zyxel Certified Network Administrator - Nebula Zyxel Certified Network Administrator - Security First Comment Friend Collector
    image  Master Member
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    mobile app also tells me, already registered. but i have send you the information

  • GiuseppeR
    GiuseppeR Posts: 781
    Zyxel Certified Network Engineer Level 1 - Switch Zyxel Certified Network Engineer Level 1 - Nebula 500 Comments 5 Answers
    image  Guru Member
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    Are you adding that device via QR code?

  • Dpj
    Dpj Posts: 215
    Zyxel Certified Network Administrator - Nebula Zyxel Certified Network Administrator - Security First Comment Friend Collector
    image  Master Member
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    @GiuseppeR both ways the same, first i did qr, message allready registered, then manually, same message

    under My devices And services, it cannot find the device.

  • GiuseppeR
    GiuseppeR Posts: 781
    Zyxel Certified Network Engineer Level 1 - Switch Zyxel Certified Network Engineer Level 1 - Nebula 500 Comments 5 Answers
    image  Guru Member
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    @Dpj if you attach that AP to a network and you scan for MAC addresses, does the AP's MAC confirm the value that is written on the label?

  • Zyxel_Melen
    Zyxel_Melen Posts: 5,169
    Zyxel Certified Network Engineer Level 1 - Switch Zyxel Certified Network Administrator - Switch Zyxel Certified Network Administrator - Nebula Zyxel Certified Sales Associate
    image  Zyxel Employee
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    Update:

    The "Already registered" device is registered in another organization with the same owner. And was found in the "my device" list at last.

    Additionally, I have created an idea post that could enhance the user's experience. If you're interested, please leave a comment and give it a vote!

    Zyxel Melen


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