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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

We recently took over a few hundred poly devices on a new customer. I cannot add them to PDMS-SP because i get this error:

 

"Failed to claim device(MAC). Device is associated with another profile assignment on the Poly ZTP server. Please go to the ZTP console to remove the old profile association. "

 

How do I free up these MAC/SN from whatever account theyre on so I can add them to mine? 

4 REPLIES 4
HP Recommended

Hello @crushton ,

 

Welcome to the Poly Community.

 

We would need you to provide proof of purchase or somehow proof to Poly support that you now own these MAC addresses/customer wants you to administrate these as we cannot verify this.

 

Please work with Poly support directly as we are unable to deal with this via the medium of a community.

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

 

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Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

Hey @SteffenBaierUK, I've tried emailing support and called 3 times. I cannot ever get to the right team or person to help me with this. Can you provide me the right email or phone number to reach someone about this? 

HP Recommended

Hello @crushton 

 

Poly has a week of rest at present so it can be harder to get hold of our support team

 

Please phone or open a case here

 

Please provide the proof as requested.

 

Best regards

 

Steffen Baier 

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

I've already tried that. Thanks anyway Steffen.

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