Activate Insight Premium Subscription

[dgmw]

I have an active Insight Premium subscription, however Device Credits is still 0 and device is shown as unmanaged in the Insight Portal. Can someone help how to correct this? Have been not able to use the Insight Premium subscription for two months now.

[schumaku · Accepted solution]

Probably the "Unmanaged" status is caused by the lack of device credit associated or activated on your account. Usually I would expect "Connected" (or for the sake the "Not accessible" for non-Insight manageable devices.

To contact Netgear Support, head to https://my.netgear.com/support/contact.aspx 

Describe the issue as good as possible, that your Insight License (acquired online?) was not properly added to your account.

 

[schumaku]

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@dgmw wrote:

I have an active Insight Premium subscription, however Device Credits is still 0 ...

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Head to https://insight.netgear.com/#/accountManagement/subScriptions to see the various device subscriptions and the related status.

@dgmw wrote:

... and device is shown as unmanaged in the Insight Portal.

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Does it show with "Limited Support" or "Limited Support Insight Capable"?

Some device status listed as "Accessible" or as "Not Accessible" probably?

You are not using by accident Insight Pro where you have to assign credits to a customer account location?

Honestly, I have never seen "Unmanaged" in the context of the Insight Portal (both Web or App). Of course, some switch models are carrying this designation, it's however extremely difficult to add these in any from to the Insight Management. Unmanaged Netgear Switches or Netgear (Essential) Wireless Access Points are never Insight manageable. 

[dgmw]

Thanks for the response:

I have an  Insight Insight Premium Subscription however through https://insight.netgear.com/#/accountManagement/subScriptions it show 0 credit devices.

Does it show with "Limited Support" or "Limited Support Insight Capable"? Answer: no

Some device status listed as "Accessible" or as "Not Accessible" probably? Answer: no

You are not using by accident Insight Pro where you have to assign credits to a customer account location? Answer: no

The device has the status of unmanaged on this page: https://insight.netgear.com/#/devices/dash

There is a toggle in the list to set the device to manage, with nothing happens.

Is there an email or phone for support regarding this?

Cheers,

Dennis Wever

[schumaku · Accepted solution]

Probably the "Unmanaged" status is caused by the lack of device credit associated or activated on your account. Usually I would expect "Connected" (or for the sake the "Not accessible" for non-Insight manageable devices.

To contact Netgear Support, head to https://my.netgear.com/support/contact.aspx 

Describe the issue as good as possible, that your Insight License (acquired online?) was not properly added to your account.

 

[schumaku]

@dgmw please create a post with one or some screenshots showing 0 credits and unmanaged devices. We can push this to the Netgear Insight cloud engineering then.

. 

[awaghe]

Hi Dennis,

Thank you for reporting an issue.

The reported issue :

Are you talking about the device “Status” equal to “Unmanaged” issue? If yes, then more details are as below:

When will devices be moved to an “unmanaged” state?

Your managed device will be moved to an “unmanaged” state because of insufficient device credits in the account.

How do I turn on the Insight management for devices in the “unmanaged” state?

The Insight account should have sufficient device credits, then you can turn on the “Managed” option (shown in the below screen capture), and the device will be again managed by Insight, and it will consume a device credit.

Your device will be moved from the “Unmanaged” state to Insight Manage automatically if you have sufficient device credits in your account. Please make sure you have sufficient device credits in your account.

We have a known issue for Premium accounts where the user is unable to turn on or off the “Managed” option from the device list page. And we have fixed this issue for our next upcoming release, which is planned for June 15, 2024 IST.

It looks like you do not have sufficient device credits in your account. Just to double check, can you please share your Insight account ID?

Please enable the technical support mode for your Insight account so that we can review the account settings. We will have read-only access permission to your account when technical support mode is enabled.

You can turn on the technical support mode for your Insight account from account management; the sample screen capture option is as below.

Thanks,

Abhijit W.

[BrianL]

Hi @dgmw,

I hope you can also share with us how many active device credits we should be seeing in your account.

Kind regards,

BrianL

[dgmw]

Thanks for the replies. In the meanwhile I'm in contact with support regarding this case.

[BrianL]

Hi @dgmw,

Thanks for the update. You can share and post here the solution from support.

Kind regards,

BrianL