RMAed Max BR1 Mini

Product Discussion Pepwave MAX
1

My router failed and had to be RMAed. Just received the replacement unit and I’m trying to configure it but it appears the activation key that I purchased for failover and WAN connections is tied to the previous unit serial #.

How do I deactivate for the old unit and transfer the activation so it can be used on my replacement?

2

I would handle this issue via a ticket. Furnish both serial numbers with your request.

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3

Thanks, ticket was submitted yesterday just waiting on a response.

5

Finally some activity on my ticket. I’ll say that I’m pretty disappointed in Peplink support as I have tried to get this resolved for over a week now.

For potential customers looking to purchase additional features I was told that the license is not transferrable if the router was purchased from a 3rd party and now Pepwave (license was purchased from Pepwave online).

Pretty disappointed that I paid for a license and can’t use it since the unit that was provided failed due to no fault of my own.

6

Hmmm. Interesting. I’m surprised by that response.

7

That’s crazy talk. @Travis is there anything you can make happen to fix this issue for Timothy?

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8

@MartinLangmaid , As always , Thank You for your help to raise this up when you smell something that is not correct ^^.

@Timothy_Buckingham Very sorry for the inconvenienced caused.

Please allow me to explain the RMA license transfer policy:

  • The licenses purchased for the old faulty device, will be entitle to transfer to the new replacement device upon RMA approved and new device is issued.
  • In normal conditions, when you received the new replacement device, as long as the device having Internet connection, the license will be received by the device (automatically)

The reason that cause the issue:

  • We suspect that local partner is updating the wrong “Serial Number (faulty device)” for the RMA request and this cause the license is not transferred (For this, we will handle with our local partner)

We have transferred the license for the replacement device and you can check on the license ^^ .

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9

Thanks for the explanation and I was contacted by support who informed me that license was transferred to the new unit.

I added the license to the new unit this morning and I’m back in business with WAN and hot failover.

Regards,
Tim

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10

Bravo! Glad we were able to make that come right.

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