This occurs when a device (device PIN) has already been activated on the Swift MEAP Server with the same email address. The solution is to find and remove the user that previously activated from the users view in the Admin console. The Admin may search by PIN to locate all records of that device's activation. The user may also activate the device with a different email address. login details that your user is trying to activate with. There is a restriction in that a device can only activate with one set of credentials, so the old user should be removed before reactivating.
To resolve:
- Firstly, you will need the client logs to find out which PIN the user is trying to activate with, so ask the user to Enabling client logs and capture during the activation process
- Search the client logs for <Pin>. Copy the id enclosed in the <Pin> </Pin> tags
- Log into the Swift MEAP™ Admin Console application
- Navigte to the 'Users' page by selecting Users in the left menu
- Use the search facility to search for the device PIN identified above
- This should provide a list of all previous activations from that device. Review previously activated details to identify any unused / out of date users.
- Select the user you wish to remove and select Users->Remove
- When the old account has been removed, ask the user to reactivate
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If there is no record of another user in the console, please send the logs with a full description of the issue / investigation steps performed to support |