Case 197

[James]

Question:
A device is added to a cloud account. The details to the cloud account are no longer known. As of such it is not possible to delete the device to add it to another system.

Possible Root Cause:

1. Customer has forgot the cloud login details.

Solution:

1. Push on the device button for 8s. With RMS-CONFIG change the host to a new IP address. Normally the device can then be added to a new system. However, if this is on the cloud, then this manipulation is not possible.
2. The device needs to be deleted directly from the SQL database. This solution is not possible on the Cloud as Rotronic do not access the RMS Cloud database.
3. The devices can no longer be used and new devices need to be purchased.