Overview
For security reasons, the first handshake between a device and the server will generate a unique authentication token. This token is stored on the server and the device. But there can be situations where the authentication token is missing, lost, or invalid. When a device loses the authentication token, it will fail to register with the server.
You will have to reset the authentication token, to re-register the remote device in the Radix Device Management Platform. We will examine how this can be performed.
Identifying a Missing or Lost Authentication Token
On occasion, you will see that a device in the Devices Table has a warning icon next to its Device ID.
Warning icon next to device in Devices Table
This indicates that the device has lost its authentication token and cannot register with the server. It could be due to the device being uninstalled and reinstalled, a factory reset, or data being wiped from the device.
If you click on the warning icon, a window opens with a brief explanation and a button to reset the device’s authentication token.
Instructions to re-enroll a device
Clicking on Reset Auth Token should resolve the problem. You will get a pop-up notification that the reset was successful:
Resetting the Authentication Token from the Device Dashboard
Alternatively, the administrator can reset the authentication token from the Radix Device Management Platform.
To reset the authentication token from the Device Dashboard:
1. Go to the specific device’s dashboard, on the domain where the device was originally enrolled. In the menu on the right-hand side, click on the Manage tab.
2. From the dropdown menu, select Reset Auth Token.
3. In the dialog box that opens, click on Reset Auth Token.
4. When done, retry completing the enrollment process on the remote device. You should now be able to succeed in enrolling the device.
Please note: In the event that you are not able to reset the authentication token, please contact support@radix-int.com and provide your case-sensitive Device ID. This will assist us in resetting the authentication token for you.