Issue when adding a new Cosy+
When adding a new second Cosy to existing account somehow I ended up replacing the original and got this message...."The device serial number was already defined in Talk2M. Previous instance was disabled. Your ewon has successfully registered to xxxx on account xxxx. It replaces Ewon xxxx-xxxx-xx." ...So now the 1st Ewon is wiped out by the new one.
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You will need to re-run the Talk2m wizard on the original Cosy+ using either the activation key for its entry in Ecatcher (which is now connected to the new Cosy+), or using the activation key from the second entry in Ecatcher (which is still not connected to any device). Unfortunately it's not possible to access the first Cosy+ remotely anymore as it's no longer connected to your account, so you'll need to do this locally.
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I had this occurred two times from when the Cosy+ model was released... how is it possible?
Every device should not have a unique serial number?
And how can we identify the Ewon that was disconnected?
I mean is not so easy to find out, and also a big problem to update it on site, because often these device are not in easy place to reach (reason why we buy them)
Thx
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Every device does have a unique serial number. An entry in Ecatcher is linked to one specific serial number, however reusing the activation key from that entry on another device will replace the Ewon that was previously connected to the entry in Ecatcher.
When configuring a new Ewon it's important to be careful what activation key you use. If you use a USB configuration file, that file should not be reused as it contains the activation key for the entry in Ecatcher that generated it.
In Ecatcher if you look at a device entry, there will be a serial number listed if that entry is associated with a device. A brand new entry won't have a serial number, so you can safely take the activation key from the new entry and use it to configure a new Ewon. For example, look at the below screenshot. Entry "Flexy" is in use, so reusing its activation key will overwrite it. But entry "CosyPlus" was just added and doesn't have any attached device yet, so its activation key is safe to use.
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Dear Hugh,
I use the EWON name every time I set up a new Ewon, and the name is always different.
If I check my list, all serial numbers for the ewon are different... so I really dont understand why this is happening...
Also it would be nice that before doing such a critical change it would show a message asking if I really want to substitute an existing configured ewon with the new one.
I have 3 Ewon that now are not connected anymore, but I have no idea why, because it is also not stated which Ewon has been disconnected to the network and our customer ewon are powered on at request.
This is a serious issue for us, again it started to happen from when the new model was released, so i dont know if this is related...
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Hi Daniele,
How are you configuring new Ewons? Are you using an activation key from Ecatcher and running the setup wizards on the Ewon itself, or are you using a configuration file applied via USB/SD card? Or instead of using the setup wizards, are you applying a backup from a previously configured Ewon?
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Hi Hugh,
we always configured the ewon with the "Ewon name" from when we started to use them.
So we proceed like this:
- Open our ecatcher account and create a new Ewon entry, with a unique Ewon Name.
- Open ebuddy to configure the ewon via browser with ethernet connection
- Start the Wizard procedure
- When asked if to use the "activation key" or the "ewon name" we choose the ewon name
- Complete the wizard
Regards
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Hi Daniele,
I am having trouble replicating this behavior. When I use the Ewon name registration, I've seen three outcomes based on the scenario:
- There's a new Ewon entry in Ecatcher with no associated Ewon. Using that name registers the Ewon to that entry.
- I use a name that doesn't exist in Ecatcher. Using that name creates a new entry with that name to register the Ewon.
- I use a name that's already associated with an Ewon in Ecatcher. Using that name shows an error message and no changes are made.
Have you been able to identify a pattern for when this issue with overwritten Ewon entries occurs?
It may be best to open a ticket in our support portal so someone in your region can work with you to troubleshoot this. Since this is a public forum we can't get into account-specific details, but we can in a support ticket. You can open a ticket here: https://support.hms-networks.com/
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Dear Hugh,
I recovered a screenshot I made of the error and noticed it actually say the serial number of the Ewon replaced.
What is strange is that checking again my list it's like he is saying it is replacing itself...?
It does not make sense, but it looks like this is what is happening, so it's not actually disconnecting a previous device... I copy here the message i found (i covered possible sensible informations)
From one side if it is like this, this is good because we lost no connection to previous devices, on the other side this could be a bug/misundertanding of the procedures?
(I just want to add this is not something that happen every time, but i always follow the same passages)
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