I am trying to update the monitor registration information. As soon as I put in my MAC address and my email, it says:
Looking good: Device-Id and Associated Email are related…
I fill in all of the other required fields (even the ones I do not want to change) and I click “register”, and after a while it says:
Unknown device! Please check the “Device-Id (MAC)” and try again. NOTE: If you previously registered this sensor, you will need to use the same “Owner’s Email” as the first registration…
Why is it an “unknown device” when it was already “looking good”?
This kind of error usually happens when the backend “validation” passes first (your MAC + email look consistent), but then the actual lookup against the database fails at the next step.
A few common causes I’ve run into with similar systems:
Email mismatch (even slight differences): The “Owner’s Email” has to match exactly what was used during the first registration (case, dots, aliases, etc. can matter).
MAC format differences: Some systems want AA:BB:CC:DD:EE:FF while others store it as AABBCCDDEEFF. If it’s normalized differently, it can show “looking good” but fail later.
Stale/partial registration record: It sometimes validates the format first, then rejects because the device entry isn’t fully present in the registry anymore (or got overwritten).
Copy/paste whitespace issues: Extra spaces before/after the MAC or email can pass the first check but fail the final lookup.
If you’re sure it’s the same device, I’d try re-entering both fields carefully (no spaces) and double-checking the original registration email used.
Also, if you’re stuck trying to troubleshoot identifiers like this, I’ve found tools like the name generator useful when you’re testing or simulating device labels/user data formats consistently.
If none of that works, it’s likely something only the system admin can fix on their side (corrupted device record or mismatched owner binding).