How to fix the “Gateway IDs must be unique” error in Crunchtime Temp Monitoring

When you add a gateway in the Ops Execution app, you might see the error "Gateway IDs must be unique". This error means the gateway is already added to a location in Ops Execution. This article explains the two causes of the error and how to fix each one.

If you're setting up a gateway for the first time, start with How to set up Crunchtime Temp Monitoring gateways and sensors for Ops Execution.

Why do I see the "Gateway IDs must be unique" error?

Every gateway and sensor has a unique ID called a device extended unique identifier (DevEUI). Ops Execution allows each DevEUI on only one location at a time. Crunchtime adds and tests every device before it ships, and some companies move equipment between stores. Either way, a device can already be assigned to a location when you try to add it.

The error has two causes. In the first, the gateway is already added to your location, but your user account isn't on the hierarchy team that can see it. In the second, the gateway is still assigned to another location, usually after it moved from another store.

Does this error also happen with sensors?

Sensors work the same way. If a sensor is already assigned to a location, you see "Sensor IDs must be unique" when you try to add it. The causes and fixes in this article apply to sensors too.

How do I fix the error when the gateway is already at my location?

A gateway can be added and online for your location while you still can't see it in the Ops Execution app. This happens when your user account isn't on the team that contains your location in the company hierarchy. Because the gateway doesn't appear, it seems missing, and adding it again triggers the error.

Note: An admin needs to edit hierarchy teams. If you aren't an admin, share these steps with an admin on your account.

To fix this, an admin adds your user account to the correct team from the Ops Execution dashboard.

1. Click Hierarchy from the Dashboard
2. Click the three dots next to the name of the team you want to edit
3. Add the user account to the team under Users. 
4. Click Save

Once your user account is on the team, you can see the gateway in the Ops Execution app. To learn more about teams, see Basics: Hierarchy and Teams Overview.

How do I fix the error when the gateway is assigned to another location?

If your company moved a gateway or sensor from one store to another, the device stays assigned to its previous location. Crunchtime Support needs to remove the device from the previous location before you can add it to the new one.

To move a device to a new location, follow these steps.

1. Find the DevEUI of the gateway or sensor, usually on a sticker at the back of the device
2. Contact Crunchtime Support with the DevEUI and the name of the new location
3. Wait for Crunchtime Support to confirm the device is removed from the previous location
4. Add the device to the new location in the Sensors tab in the Ops Execution app

Note: After Crunchtime Support removes the device, it no longer appears on the previous location's account.

For the full setup steps, see How to set up Crunchtime Temp Monitoring gateways and sensors for Ops Execution.

What if I still see the error?

If you followed the fix for your situation and the error doesn't go away, contact Crunchtime Support. Include the DevEUI of the device, your location name, and a screenshot of the error.