Troubleshooting Claiming problems

Troubleshooting Claiming problems

Claiming your endpoint after installation should be a straight forward process, after the installer is done a popup window with the claim code should automatically appear. However, we do see that sometimes endpoints do not give our clients this claim code after installation.


There are a couple of reasons this could happen:


  1. The endpoint cannot reach our service (app.birddog.cloud) due to:    
  1. It cannot resolve the url due to missing dns
  2. Something is blocking the traffic
  3. The endpoint is using proxy (contact us for proxy support)
  4. The endpoint simply does not have internet connection
  1. This endpoint has been used on a previous version of Cloud (V2) and a new Daemon has been installed.
  2. The endpoint is already claimed by another Company account.


Problem 1 has to be looked into by your network/it department or person as this is simply not something we can control. We do not in any way block request from the endpoint by ip addresses so the problem is most likely a network issue. Please refer to our networking document.


Problem 2 can be solved by first making sure you have uninstalled any old daemon version (7.7 from V2) and installed the newest one found under the Download section of our service (https://app.birddog.cloud/downloads). Should this not produce a new claim code, please try to:


  1. Stop the endpoint daemon by exiting on the daemon meny in the sys tray.
  2. Delete the settings.json file found under %AppData%\Roaming\birddog_cloud\ for example (C:\Users\#username#\AppData\Roaming\birddog_cloud).
  3. Start the daemon.


This will force the daemon to try to register and if the endpoint has not been registered already you will get a new claim code.


Problem 3. We see that sometimes clients register the same company multiple times with the same company name. We do not recommend this, but simply add more users to the one company should there be a need for multiple users to have access. If there are multiple companies with the same name, the endpoint could be claimed to "the wrong one" and it is not available to the "correct" one. There is nothing else that will work for re-claiming than to log in to the company that has claimed the endpoint and delete it under Company --> Endpoints. Then you can re-claim the endpoint into the desired company account.


If you still are not getting a claim code or face any other problem with the claiming process, please contact us at help@birddog.tv 



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