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Admin Console Support for End-of-Life Devices

Updated: 04/17/2024

Objective

Due to either end of manufacturer support or for security reasons, some previously-supported phone devices may reach End of Life phase and can no longer be supported by 8x8.
Once this occurs, these unsupported devices can only either be removed from Admin Console user profiles, or can be replaced with supported models.
The brief steps below will guide you through removing the retired device from a user’s Admin Console profile, and obtaining the MAC address and Admin password stored on that device.
Important: Making and committing changes to a user profile which has an unsupported device configured will result in the permanent loss of configuration for that device, and it cannot be re-added.
Also note: To use an unsupported 3rd party SIP device on 8x8’s network, you must contact your 8x8 Customer Support Manager (CSM) or account owner to reach out to our Professional Services team. Note that there is a cost associated with completion of this work, to be determined by Professional Services.

Applies To

  • 8x8 Admin Console
  • Device End-of-Life
  • Local Device Access Credentials

Procedure

To remove an unsupported device from a user profile and obtain its MAC address and Admin password:
  1. Log into 8x8 Admin Console.
  2. Navigate to Home > Users and search for the specific user who has the retired device configured in their profile.
  3. Click the pencil icon or click Edit to open their profile.
At the top of the user’s profile information, you’ll see a warning message regarding loss of service for the retired device if changes are made to the profile and then saved.
 
 
  1. Scroll down to or click on Voice basic settings. You should see the user’s phone number, extension number, and device-related info.
  2. Click on Remove device to begin removing or changing the unsupported phone.
  1. In the popup window, copy and save the displayed Mac address and Admin password for later use. This information will be required if for any reason you’ll need to access the device’s local interface or web GUI.
  1. Click the acknowledgement checkbox to confirm removal of the device from the user’s profile.
  2. Click Continue to immediately and automatically apply the change. Clicking Save is not required.
Once the change has been applied, the Voice basic settings section will no longer display the removed phone’s information, but all other information should remain displayed.
If needed, you can now add a new device to the user’s profile. Note that this and any other changes to the profile from this point will require that you click Save at the bottom of the page to apply those changes.