Clevertouch | MDM | "Reset Authentication Token" issue - Unknown DeviceID/12345678

With new installations of the Clevertouch, we have been finding the "Unknown DeviceID" (sometimes "12345678") issue appear a lot when setting the MDM up. This will usually present itself at the end of setup, where it cannot find the authentication token, and below this it will mentioned the DeviceID is Unknown.

This usually occurs as the wireless USB is not connected to the screen, in which the wireless MAC address is created and then it can generate a DeviceID from that. It will not generate a DeviceID from the ethernet Mac Address, unless the option for this is turned on. Instructions for this can be found on this link.

So, to resolve this, you will need to either complete an OTA update with the wireless USB connected, which the instructions for can be shown below.

1. Go to the "Settings" app
2. Find the "System" tab
3. Then press the "Check Updates" button.

If this does not work, you can then clear the app data from the device after connecting your wireless USB using the following instructions:

1. Go to the Setting app
2. Then press "Apps"
3. Now scroll until you see the MDM Application and press this
4. Select storage and then press clear data.

The reason this occurs is that the wireless unit is used for the MDM to generate a DeviceID from the Wireless MAC address. If the Wireless unit is not installed before booting the screen for the first time, the MDM loads without a DeviceID generated. Following the instructions above allows for the MDM to clear it's previous data, to then re-initialise with the wireless USB installed for a DeviceID to be generated.

We do recommend that you install the wireless units of the screens before initial boot of the Clevertouch screen, in order for the MAC address to generate, to then give the MDM a DeviceID.