Unable to add serial number

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  • Question
  • Updated 5 years ago
  • Answered
I'm trying to add a br100 to my hivemanager online trial account and it says.

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Number of devices failed to add: 1

Unable to add serial number "1111111111111111": Serial number(s) can not be created in database.

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Robert

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Posted 5 years ago

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Gary Smith, Official Rep

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Hi Robert,

That serial number is not valid so would not be able to be added. Can you check the serial number of the BR on the label? Also, you can see the serial number on the command line "show hw-info".

Kind Regards,
Gary Smith
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Robert

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Well that's not my actual serial number. It didn't seem safe to post it online. Any other ideas?
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Robert

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The unit was purchased used if that makes any difference. Plus I have a trial hivemanager online account. I should be able to add it, correct?
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Gary Smith, Official Rep

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Hi Robert,

If the unit was used previously and has not been removed from the former HiveManager instance, you will see problems. If you open a support ticket, you can have the BR100 removed from the old association and then you will be able to add it.

Kind Regards,
Gary Smith
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Robert

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I requested a support account but haven't received anything yet. What can I do?
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Robert

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Still waiting for my support account to become active. I haven't received any email from Aerohive. I was testing out this unit in hopes of order more for our branch offices. It's not going well so far.
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Robert

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I called Aerohive and they were able to get the device on my account. It seems they won't approve my support account because I'm a trial user and don't have an actual account.