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What caused the error message " This device is not in the inventory". And how to fix it?

nancy002
nancy002 Posts: 23 Participant
in Community Support

What caused the error message " This device is not in the inventory". And how to fix it?

I was at the local spectrum store and trying to add a new equipment. But the staff constantly saw this error message "This device is not in the inventory". And even though the cable box was in their inventory and they had changed to the 3rd one. But it was still showing the same error message?

Comments

  • Mo_S
    Mo_S Posts: 437 ✅ Verified Employee Moderator

    Were you able to get a new receiver at the store location? Are you having an issue with it?

  • nancy002
    nancy002 Posts: 23 Participant
    edited March 10

    I was able to take the new equipment home because the store staff said just call spectrum customer service to activate it. But both the Spectrum technician as well as its customer service via phone couldn't activate it : (

  • Mo_S
    Mo_S Posts: 437 ✅ Verified Employee Moderator

    There are 2 receivers showing assigned to the account, and both show active. Are you currently having an issue with one of them?

  • nancy002
    nancy002 Posts: 23 Participant

    No. Those two are working just fine. I was about to add the 3rd cable box but was unable to activate it due to the error "This device is not in the inventory", albeit the efforts from the Spectrum local store, Spectrum technician and the Spectrum customer service line : (

  • James_M
    James_M Posts: 5,459 ✅ Verified Employee Moderator
    edited March 11

    Were you a local store? From what I was able to gather, you wanted a specific box that was not available. Did the store offer you a different box? What exactly is the issue that needs to be addressed?

    Please be aware that if there was an error message at a local store, we may not be able to provide an explanation.

  • nancy002
    nancy002 Posts: 23 Participant

    @James_M The local spectrum store has the cable box I needed and when they were trying to check it out for me, the error message showed up on their end" This device is not in the inventory". Do you know how to fix this please? Thanks.

  • James_M
    James_M Posts: 5,459 ✅ Verified Employee Moderator

    Did the store offer you a different box? Since we do not add equipment on this platform, we would not be able to fix the issue.

    What do you need the third box for? If you have a Spectrum TV app compatible device or TV, you may be able to use the app instead of a third box, which would not incur any additional monthly cost.

  • nancy002
    nancy002 Posts: 23 Participant

    Yes, the spectrum store offered 3 different cable boxes. And all 3 showed the same error message. Therefore they asked me to activate the cable box with Spectrum customer service. I was just asking if anyone knows what caused this error message and how to fix it. I did not asking you to activate it for me.

  • James_M
    James_M Posts: 5,459 ✅ Verified Employee Moderator

    Sorry for any confusion. We would not be able to explain the cause of, or advise how to fix this error message.

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