Forum > Value Added Services > DStv Now > "Device Registered to Another User" Error: What are the solutions?
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Old 2015-06-26 , 10:52
Geoff D Geoff D is offline
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Default "Device Registered to Another User" Error: What are the solutions?

Hi MC Nic,

In the sticky you kindly posted, you list 3 possibilities of why this occurs, but not all have solutions.
"Device Registered to Another User" Error
Hi all,

There are a few reasons for this error:

- Device was indeed registered to someone else previously. To resolve this, please log in with the previous user's credentials, remove your device from their profile and then log out again.

If this is occurring on a NEW device (i.e. never been used before) there are two possibilities related to the DRM provider that we use for DStv Now:

- Device is recognised as "grey" (We have reason to believe that some grey importers and manufacturers of "cheap" Android devices don't assign unique handset IDs to the devices they sell, which triggers the error message. We've also seen incidents where refurbished devices have actually been sold as "new" which would also trigger this error.)

- Device is not supported (There are a handful of devices currently not supported by our DRM provider). We're working with our DRM provider to expand the device compatibility.

In the last scenario above, the error message is a bit misleading and we're working on a fix for that.

Cheers

MC Nic.

Device Registered to Another User:

It may not be possible for the "new" owner to trace the previous owner and hence can't sort the problem out. But MC "knows" who that owner was -- Could MC help in sorting out the issues, maybe disabling the previous linkages ?

Device is recognised as "grey"

The "grey" one is very difficult to fix, but the refurbished unit is easier. Again, MC should know who the previous owner was and could assist?


Best

Geoff D
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Last edited by Geoff D; 2015-06-26 at 11:38. .
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Old 2015-06-26 , 11:45
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MC Nic MC Nic is offline
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Quote:
Originally Posted by Geoff D View Post

[/INDENT]Device Registered to Another User:

It may not be possible for the "new" owner to trace the previous owner and hence can't sort the problem out. But MC "knows" who that owner was -- Could MC help in sorting out the issues, maybe disabling the the previous linkages ?

Device is recognised as "grey"

The "grey" one is very difficult to fix, but the refurbished unit is easier. Again, MC should know who the previous owner was and could assist?


Best

Geoff D
Hi Geoff,

Fair points. Some further explanation from our development team:

1 - We are able to put in a request to manually re-assign the device however it is a bit of a hack on our side and not an "officially sanctioned" way of doing things. This is why we encourage people to try and follow the official de-link, re-link procedure first.

2 - Grey devices and refurbished devices - the reason this error occurs in this situation is because in many cases, grey and refurbished devices are not assigned unique serial numbers/identifiers, which means that there could be multiple devices out in the market with the same identifiers, and we cannot discern one from another. <-- this ironically also applies to brand new low-cost Android devices like the cheap Chinese imports and such.

Cheers

MC Nic.
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Old 2015-06-26 , 13:36
Geoff D Geoff D is offline
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Quote:
Originally Posted by MC Nic View Post
Hi Geoff,

Fair points. Some further explanation from our development team:

1 - We are able to put in a request to manually re-assign the device however it is a bit of a hack on our side and not an "officially sanctioned" way of doing things. This is why we encourage people to try and follow the official de-link, re-link procedure first.

2 - Grey devices and refurbished devices - the reason this error occurs in this situation is because in many cases, grey and refurbished devices are not assigned unique serial numbers/identifiers, which means that there could be multiple devices out in the market with the same identifiers, and we cannot discern one from another. <-- this ironically also applies to brand new low-cost Android devices like the cheap Chinese imports and such.

Cheers

MC Nic.
Thank MC Nic, fully understand. Nice to know that MC can help in extreme conditions, when appropriate.

Fully understand on the other point.
__________________
Easyview, UEC 4T HD PVR, SD PVR, XV
Spare decoders: SD PVR(2), PACE HD PVR 4T, DSD 660, 1110, 1131, Explora 1
2 unmentionable FTA decoders
Win 10 Pro (64-bit) version 1703, build 15063.138
1.2m antenna, 8-way universal LNB, 2x6 MS, FSM permanently connected.
MS Edge 40 with MSEdge HTML 15
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Old 2015-06-26 , 15:01
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MC Nic MC Nic is offline
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Originally Posted by Geoff D View Post
Thank MC Nic, fully understand. Nice to know that MC can help in extreme conditions, when appropriate.

Fully understand on the other point.
Sure thing
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