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Forum Discussion
WAX610 cannot be added to Insight - ownership release required
Hello,
I have a NETGEAR WAX610 that I cannot add to Insight.
Error message:
"This device was previously added to a different account."
I have already factory reset the device multiple times.
Serial number:
6KE10C280023E
I understand this device was previously used at another location and I do not have access to the original account.
Could you please assist with ownership release so I can use the device with Insight?
Thank you.
8 Replies
Please send an email to Netgear Customer Service at mailto:customer.service@netgear.com with the subject line "Request to remove device". Provide your name, email address and device serial number to have the product's registration removed from the account.
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Alternate approach (probably more troublesome than helpful - no idea what Netger IT does ...) is going to
https://my.netgear.com/support/contact.aspx -> Open a support case -> Tick (x) I have a subscription service -> select [Insight] ... [Chat with us] or [Call support]
You have to describe the issue (as you have done here) in a text from to open a support ticket.
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In my recent testing, this process seems to be broken somehow.
Thank you for your prompt reply.
I've sent an email to Netgear support.
Thank you so much!
The ideal way to solve this is to have the AP connected to the internet, then hold reset down for atleast 30 seconds - then when it connects back to the internet it will unlink from its old Insight account. Give that a go and let us know.
...hold reset down for at least 30 seconds - then when it connects back to the internet it will unlink from its old Insight account.
Nope, sorry.
This process does not unbind the AP serial number / MAC address in the Insight database. Thus, it can't be re-added to a different NTGR Insight without either unbinding (removing) it from the device itself - doing so requires access to the device resp. the Insight account where is linked to.
The only user-accessible way is [NTGR KB 36677] How-do-I-remove-a-device-from-my-Insight-account - as it says it will only permit using the device in standalone management mode in the device's local browser interface only. This standalone management capability does not include the ability to re-add to a different Insight account.
Second hand devices previously used with Insight, even devices from the same organisation registered on another Insight account (e.g. an personal or private email account outside of the organisation, or an account specific to a different location as in the case of kuri2com ) can't be re-added to Insight without the assistance of Netgear customer support organisation.
This is an integral part of the NTGR Insight design.
And no, this does not bring the non-transferable formal ownership (product registration, warranty, ....) of the device. But again, if the owner can provide proof of ownership related to the same organisation, Netgear customer support can change this part, too.
So once more, Netgear some free advice and text for enhancing the KB BrettD.
Reagrds,
-Kurt
Thank you for your valuable advice.
I have already sent a direct message to Netgear support, so I will wait for their response.
I appreciate everyone who replied. Arigato!!
I sent an email to Netgear support on April 22 regarding an ownership release request, but I have not received a response yet.
Could you please advise if I should continue waiting, or if there are any other steps I can take?
Thank you for your help.
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