Support by service : Frequently Asked Questions about Workspace MDM

Service menu support information

Service menu support information

Questions

Multiple devices are registered as an identical device.

Answer

The Management site identifies registered devices via MAC address.
However, when the devices are sharing the same USB LAN adapters or a virtual network adapter is being employed by virtualization software, an identical MAC address will be assigned to multiple devices. The Management site identifies these devices as identical and overwrites previous device information assigned with the shared MAC address.

Make sure that no identical MAC address and virtual network adapters exist within the network. Then deactivate the agent (via the agent's "Deactivation" menu). Activate devices again and the target device will be registered as separate devices.