Hello,
I’m trying to register a RV50 that has never been monitored in AirVantage. Does it take some time for the device to become active?
Thanks,
Jon
Hi @itservices,
Welcome to our community!
Could you please take a look at the below questions and share your answers:
- What are the serial number and IMEI of your RV50?
- Please share the URL link to the device’s system on AirVantage with me to check it.
Thanks,
Hi,
Here is the info:
Serial Number: LT71220230021028
IMEI: 359225057509804
URL: Sierra Wireless
Hi @itservices,
After checking, it appears that your AirLink Complete has expired. Please contact Sales Account Manager to request an extension.
Thanks,
Hi @jerdung , could you please check my device? It is brand new but upon registering it just shows that AirLink Complete not active. I have registered quite a few but this is the first one I am having issues with.
IMEI/ESN
354724090308641
Serial Number
2T1504007802B120
Thank you in advance.
Welcome to our community!
After checking, I found that your device is still within the AirLink Complete subscription period. If possible, could you please share the URL link to the device’s system on AirVantage with me to check it?
Thanks,
HI @jerdun, any luck with my router? The AirLink Complete is still showing as inactive on it and I need to send it to the customer ASAP. I cannot do it until the AirLink subscription is fixed and I can manage it remotely.
After checking, I found that your device is still showing “AirLink Complete not active”, please follow the instructions in the warning message to receive more appropriate support.
Thanks,
Hi @jerdung ,
None of the options work. I tired the Customer Support Portal, but it gives me a blank page.
I also tried the ALTO chat bot, and it gave me the same two options as the “i” icon next to the subscription.
Lastly, I tried the phone number, but when I select the correct IVR options 2, 1 and 2, and I got the automated message saying: “This mailbox is full and cannot accept any more messages”. It has been like this for a week at least, so I doubt it’ll work.
Where do I go next?
Thanks
You may need to register first to get a username and password to log in to the Customer Support Portal. I checked the Customer Support Portal and it looks normal as shown below.
Could you let me know which browser you are using? Also, could you please try using a different browser?
Thanks,
Hi @jerdung ,
Yes, I am registered with the same details I am writing these posts.
The log in page is correct, and when I enter my details, I get the home page
I am unsure how to log a support case from here.
If I click the “Customer Support Portal” from the below while I am already logged in, I am getting the blank login page from my previous post.
Tested with Google Chrome155.0.8059.80 and MS Edge 155.0.4283.60, doesn’t make any difference. The below screenshot was captured in Edge
And this one in Google Chrome
Any other tips?
Hi @jerdung ,
Any updates here? I can’t believe that submitting a support request is that difficult. Can you send me a direct link to the support request form?
Thank you in advance.
Maybe I can help before @jerdung gets into the office today.
How about this link, can you get this, I put a space into the link so that you can see it
https://
I suspect you have to register and then get approved by Sierra Wireless
When I try and register, I get this page,
adding another update to my post,
I tried again and ran into some issues getting back to the Support page. Odd. I had to logout of everything related to Sierra Wireless. Close my browser. Then open my browser again and go to the Support page and then register. That worked to allow me to register.
first go here, Support - Semtech (formerly Sierra Wireless)
then request support option or button,
then register
In current stage, I think you should contact your distributor and ask them to help activate AirLink Complete for you.
Thanks,