What should I do if I see the error “Unable to submit…The device already exists” during onboarding?

This error usually means the device’s serial number is already registered in the system, which can happen if you re-use a device without first removing it from the platform.

Recommended solution:

• Before installing, always check if the device’s serial number is already in use.
• If you see this error but the LED is solid white, the device is likely connected to the internet — however, the cloud metadata is incorrect and needs to be updated.
• It’s best to fix this straight away, but it can wait if the device is online and functioning.

How to fix it:

• Delete the device from the system — see the “Delete a device” guide for steps.
• Once deleted, you can on-board the device again with the correct information.
• If you don’t see the checkboxes or action menu to delete the device, you may not have the right permissions — please contact the tech team to enable this for your account.