B5SOM in Product, events not hitting integrations

Cloud
1

Hi @Support ,

I have a B5SOM, which seemed to disappear from my console. It was previously in a product, I think I then removed it from a product, but it was not then in my sandbox.

Anyway, I recently readded it to a product, but now the events, which I can see are coming to the cloud in the device console tab, are not hitting my integrations. Can someone please DM me, so I can get this resolved. This is a customer device and so it's important I get this resolved as soon as possible.

Thanks,

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@Colleen can you please assist.

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If you removed the device and it did not appear in the sandbox, the device was not probably claimed to your account. This is the normal behavior for unclaimed devices.

Is your integration in your sandbox or in your product? Sandbox integrations will never be trigged from unclaimed product device. Product integrations will be triggered, and we recommend using product (or organization) integration.

Adding a device to a product does not affect device claiming.

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Hi @rickkas7,

The device was in the product and the integrations were setup, for some reason the events just were not hitting the integrations. The device was listed in the product devices and the events were the exact same as the other devices.

I have just removed the device from the product and re-added to the product. I am just checking now to see if the events are correctly hitting the integrations.

What is the recommended procedure for claiming devices for commercial use? It seems like perhaps we are not claiming devices, but are simply adding them to products. Is there an issue with doing it this way?

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Using unclaimed product devices is the recommended method.

Be sure you use a product or organization integration, not a sandbox integration.

In this scenario, if you remove the device from the product it will essentially disappear, not move to your sandbox, but this is probably the desired behavior, otherwise you'd be limited to 100 removed devices (the sandbox limit)

1 Like
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Hi @rickkas7,

Thanks for the info. There must have been a bug or something. After removing from product and re-adding to product. The integrations are now being hit by the events. I did not change anything on the integrations side.

I will keep an eye out for this again, and see if I can reproduce.
Thanks for your advice.

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