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Link-Live: Trouble Claiming Your Device?

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To claim a device, the Link-Live Cloud Service listens for an Internet request from the device with the same MAC address entered in the claim dialog box on the Link-Live website. Therefore, you must make sure you have clicked "Listen" in the Link-Live claiming dialog window before your device sends the claim request to Link-Live.
 
COMMON ISSUES BY UNIT
1. LinkSprinter

  • ​Link-Live must be "listening" for your device when the device sends the claim request. If your LinkSprinter has already reached the cloud icon when you press "Listen" on the Link-Live portal then that time for "listening" has passed. 
  • Please power off your LinkSprinter and try the claim process again. This time when the LinkSprinter gets to DHCP, press "Listen" on the Link-Live portal. 
2. LinkRunner AT 
    • Must be on version 2.4.3 or later to use Cloud Services. 
3. OneTouch AT G2/10G
    • Must be on version 5.0 or later to use Cloud Services.
4. AirCheck G2
    • The AirCheck G2 must be plugged in, via an Ethernet cable to an active network port such as a switch, wall port, or modem
5. Etherscope nXG
    • The Etherscope nXG can be claimed via either a hardwired jack (Ethernet) or via a wireless internet connection
6. LinkRunner 10G
    • Unless an external wireless card is being used on the LinkRunner 10G, the unit must be plugged into an active network port. If a wireless card is being used, the LinkRunner 10G should be able to be claimed with a wireless connection.
7. LinkRunner G2
    • Unless an external wireless card is being used on the LinkRunner G2, the unit must be plugged into an active network port. If a wireless card is being used, the LinkRunner G2 should be able to be claimed with a wireless connection. 
8. AirCheck G3
    • You must have an active Wi-Fi connection on either Management or Test port in order to claim your AirCheck G3.
 
GENERAL COMMON ISSUES
1.  Incorrectly Entered MAC
    • Double-check the MAC address you entered in the Unit number field (shown below), and ensure that you have correctly entered the last 6 characters.

2. No Internet Connectivity
    • Check for good internet connectivity. Your device must be connected to a functioning Ethernet port, not your laptop Ethernet port.
       
    • Ensure that a corporate firewall, proxy, or captive portal is not blocking the device from reaching Link-Live using your network. You may need to add proxy settings or white-list the URLs, review Web Proxy & White-Listing.
3. Other Environmental Issues
    • Try to claim the device by connecting to a network port from another location (i.e home), to rule out any environment issues.