Purpose
If a machine is added in Smartlink with more than two devices, it will appear in the Duplicate SN tab within the tools. It is essential for CCs to minimize the number of duplicate SN machines in production. Duplicate SNs adversely affect the SAP,DLP & Service Connect linkage with the machines, resulting in unassigned licenses, absence of service timelines, and failures in auto commissioning. Unless appropriate actions are taken to remove the duplicates, the original machine's data may not be visible to the customer.
Pre-requisites
The user should have CC Admin role.
Step-by-Step Instructions
Step 1: To locate duplicate serial numbers (SN) in the system, navigate to the second tab under Tools and select Duplicate Serial Number. The CC Admin role has the authority to review and take action on these duplicates. To do this, first search for the machine using the search bar, then click on Action and select Review.
Step 2: Upon clicking Review, you will see the tab below. This tab displays multiple machines with same Serial Number, along with other relevant details.
After verifying the details, you’ll know which machine is correct. You should click on the option Keep this of the identified correct machine. This will allow you to keep the selected machine visible under the same scope.
Step 3: After selecting the Keep this option, two choices will appear:
Change S/N: By choosing this option, the machine will remain visible within the same scope, but the serial number will be changed, and a prefix ‘D_’ will be added. This is a temporary fix that allows you time to resolve the issue and should not be considered a permanent solution. This is not the desired option. Only select this when both machines are considered critical. If you really wish to change the serial number, this needs to be done locally in the controller.
Note: The S/N is managed by the controllers, this means even if you change this temporally with this option, it will always be overridden by a new commissioning message sent by the upload device. This message is sent:
For Smartbox: on Reboot
For ES/Optimizer: After uploading a new Wiziar file
To fix the issue, you need to fix the issue in the controller
Remove: Selecting this option will keep the machine visible under the same scope while removing the remaining duplicate machines from Smartlink.
After confirming your choice, the duplicate will either be removed or renamed according to your selection. The machine will no longer appear under the Duplicate S/N tab. There is also an option to cancel your action.
The system will attempt to recommission the selected machine, for instance, to retrieve the linked license and register it based on SAP data. You can monitor the status of this process by accessing the Commissioning Flow Status Overview found in the Tools menu and searching for the relevant serial number.
Tips & Best Practices
Regular Audits: Conduct periodic checks to identify duplicate SNs.
Avoid Manual Data Entry: Ensure accurate SN input in the controller by technicians to avoid accidental duplication during onboarding.
FAQs
Q: We have encountered duplicate serial numbers in the system due to the installation of SMARTBOX PRO. However, the option to remove the (OLD) box from the system is currently unavailable. How can we resolve the issue of duplication?
A: This situation has occurred due to the machine being replaced. Initially, you should manually review and rectify the replacement process. Once the replacement is complete, the machine will no longer show up in the Duplicate SN tab. The preferred option is to trigger and complete the automatic replacement of the machine, in order to merge the data history of the devices. You can follow up the status in Smartbox Replacement Tab.
Support
In case you still need help with the Duplicate SN, please raise a ticket in MyQuest.
Select technical Support for CT -> Connectivity -> SMARTLINK-ICONS -> Request Support.