Summary: Use this guide to troubleshoot when your Factbird DUO cannot be found in the Devices list or when claiming the device returns a “Device already claimed” error. This applies to users attempting to search for or claim a DUO using a Device ID.
Symptom
You may be experiencing this issue if:
Searching for the DUO in the Devices list returns no results / The Device ID cannot be found in the system
Claiming the device shows “Device already claimed”
The Device ID is rejected during claiming
You cannot locate the device under Administration → Devices
Prerequisites
Before you begin, please confirm:
You have the Device ID available
You have permission to claim and view devices in your organization
You are logged into the correct organization
Diagnostic Steps
Follow these steps in order.
Verify the Device ID format
Confirm the Device ID is entered exactly as shown on the device label.
Confirm the ID contains exactly 7 characters.
If the ID is not exactly 7 characters or appears incorrect, correct it and retry. If correct, go to Step 2.
Re-enter the Device ID carefully
Manually retype the Device ID (do not copy/paste).
Confirm there are no extra spaces before or after the ID.
If the device still cannot be found or claimed, go to Step 3.
Check if the device is already claimed
Navigate to Administration → Devices.
Search for the Device ID in the Devices list.
If the device appears, it is already claimed in your organization. No further claiming is required.
If you receive a “Device already claimed” error but cannot see it in the Devices list, verify filters and user permissions. If still unresolved, proceed to IF THE ISSUE PERSISTS.
Common Root Causes
- Cause 1: Device ID misspelled
Explanation: One or more characters were entered incorrectly or extra spaces were included.
Resolution: Re-enter the exact 7-character Device ID as printed on the device.
Cause 2: Device already claimed in the organization
Explanation: The device has already been successfully claimed and does not need to be claimed again.
Resolution: Locate it under Administration → Devices and verify visibility settings.
Cause 3: Insufficient permissions
Explanation: The user does not have permission to view claimed devices.
Resolution: Request device administration access from an organization admin.
Resolution
Once resolved:
The DUO appears in Administration → Devices
The device can be accessed or managed
No further “Device already claimed” errors occur
If The Issue Persists
Contact Support and include:
The full 7-character Device ID
Screenshot of the error message
Screenshot of Administration → Devices search results
Confirmation of the organization name you are logged into