My unit is registered to someone else

My unit is registered to someone else

Scope

It is a rare occurrence, but sometimes a customer may purchase a unit from a marketplace online and when the unit is deployed, an error is shown upon registration informing that a unit is already registered another owner.

NComputing has no control over the secondhand market. Purchasing NComputing products from the secondhand market may seem economically enticing but you should be aware of certain downsides.
For context, Warranty and Support are locked to the original owner of the device, and are is not transferable. Therefore, the unit is registered to someone else, services are applicable to the reported first user of the registered the unit.
This will be one of the downsides of purchasing a second hand unit from a marketplace, while promising price accessibility, the unit is not truly brand new from factory. Even if it may look like sealed in-the-box. If this warning is seen, the device has already pre-registered or pre-configured by someone else. 

Another critical aspect of this is that the services attached to the unit do not transfer with it to you, but stay with the original owner.
Check these examples:
1. If you acquired a secondhand vSpace-native device like an L300 or RX300, AMP for vSpace licensing (which allows connection to vSpace Pro Enerprise) does not transfer to you. AMP for vSpace licenses stay in the account of the original owner of the units and do not transfer to any other account. In this case you must purchase the required AMP for vSpace licensing for your account.
If you acquired an L300 device that was manufactured prior to 2015, in order to use it, your NComputing Management Portal account needs to be fully invested with AMP for vSpace.  Otherwise, the unit will not work. 
2. If you acquired a secondhand device from the (RDP) series [RX-RDP, RX-RDP+, RX-420(RDP), or RX440(RDP)], or EX Series, with LEAFOS the unit may have partial or fully expired complementary AMP for Device (a brand new unit, has a 1 year period of AMP for Device subscription that allows you to be able to download new firmware and access the PMC Management console). 

 
In any case, on a secondhand device, you never get warranty. 1 year full warranty is only applicable to the first owner, and when the unit is sold to someone else, it may be partial or fully expired.

What happens if I choose not to register device under my name?

There are several disadvantages of using a second hand device without proper registration under your account. Your newly acquired second hand device is registered to another account and licensing, warranty and other services will not be available. 
Here are some examples: 
Your device will not be listed on your Management Portal > My Device menu. Therefore, it cannot be managed.
If it is L/MX/RX300/RX300+ model, you may still use them with vSpace Server as long as your account is compliant.
If it is RX-RDP/RDP+/420(RDP)/440(RDP)/EX/LeafOS model, PMC will not detect them, and not able to assign any license key such as NC-AMP-RXRDP for extending firmware service.
Consider carefully that there are some serious consequences of not registering the device under your name.
Depending on the situation, sometimes the lack of registration may affect the ability for the device to receive a session, as licensing will only work when the device is registered.
The original owner may still have the ability to mark the device as lost in the Management Portal and block your device remotely, as this is a feature that is offered to registered users. 

What to Do? 

About correcting ownership. 

Your first option would be to contact original owner, who has the power to “deregister” the device. This will allow you to register it to your account, making you the new owner of the unit.
Your alternative option would be to submit a ticket with Technical Support to reset the unit. Be advised that NComputing may launch an investigation of ownership and require verification of purchase. If it is verified that you are the true new possessor of a preowned unit, you may be charged a one time reset assistance fee (per incident).

About restoring AMP for Device subscription

For the (RDP) series [RX-RDP, RX-RDP+, RX-420(RDP), or RX440(RDP)], or EX Series, with LEAFOS, Regardless of the time that is left on the unit from the complementary 1 year period of AMP for Device, it is essential to maintain the subscription of the device, so you can receive firmware, when you need it, without interruptions. 
Make sure that the ownership of the unit is fully transferred to you first. Then, you can purchase. AMP for Device and allocate it to your device to secure access to firmware and PMC: 

If you have any questions, please contact Support.