Envisalink 4 Already Enrolled Message

[Fimnick]

G'day Guys,

I'm trying to Add A New Device to a customers account but constantly get the message 'Device Already Enrolled'.

I've lost count of how many times I've reset the device but it doesn't make a scrap of difference.

What am I doing wrong? Any ideas?

It's an Envisalink 4 for a DSC PC1864.

Cheers,

Fimnick.

[Jeff H]

An idea

If the gateway or router in use at the customer's premise shows the MAC address of the connected devices, (my Xfinity gateway does), read electronically from the EVL-4, check to see if it matches the MAC address printed on the sticker?

[GrandWizard]

This customer bought a used module and the previous owner didn't delete the module from their account. All is fixed now.