{"xsrfToken":"57b324697b698c2446dfd7fbb11ebaf400ed1850_lout","branding":{"id":"10","key":"hs","name":"Hardware","portalBaseUrl":"/servicedesk/customer/portal/10"},"helpCenterBranding":{"logoUrl":"https://api.media.atlassian.com/file/382d6373-3568-4a89-9745-54878d170028/image?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI1Nzg1ODVkMi0zYWU2LTRjZjMtODA1My02Zjc0NzY0YTgzOTQiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjM4MmQ2MzczLTM1NjgtNGE4OS05NzQ1LTU0ODc4ZDE3MDAyOCI6WyJyZWFkIl19LCJleHAiOjE3NjMwNjgwNjgsIm5iZiI6MTc2MzA2NzQ2OH0.sLCv2LEgbICxouIpLlVwfy3BlMZMEmV8yYCw7VGXHps&client=578585d2-3ae6-4cf3-8053-6f74764a8394&mode=fit","logoId":"382d6373-3568-4a89-9745-54878d170028","isLogoAvailable":true,"helpCenterTitle":"How can we help?","sharedPortalName":"myDevices Knowledge Base","userInitialAnnouncementHeader":"","userInitialAnnouncementMessageWiki":"","translations":{"en-US":{"helpCenterTitle":"How can we help?","sharedPortalName":"myDevices Knowledge Base","localeDisplayName":"English (United States)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"en-US","userLanguageTag":"en-US","portalThemeColor":"#0370b5","helpCenterTitleColor":"#ffffff","bannerMediaApiUrl":"https://api.media.atlassian.com/file/98b7623a-0f3f-4077-82a6-7280fe5e38e6/image?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI1Nzg1ODVkMi0zYWU2LTRjZjMtODA1My02Zjc0NzY0YTgzOTQiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjk4Yjc2MjNhLTBmM2YtNDA3Ny04MmE2LTcyODBmZTVlMzhlNiI6WyJyZWFkIl19LCJleHAiOjE3NjMwNjgwNjgsIm5iZiI6MTc2MzA2NzQ2OH0.uKeY3obQn_tKBTsBt0KrR42qDUw8KwHR7I77NSPhM5A&client=578585d2-3ae6-4cf3-8053-6f74764a8394&height=300&mode=fit","bannerMediaApiFileId":"98b7623a-0f3f-4077-82a6-7280fe5e38e6","useDefaultBanner":false,"isBannerAvailable":true,"hasTopBarBeenSplit":false},"portal":{"id":"10","key":"hs","projectId":10831,"serviceDeskId":10,"name":"Hardware","description":"<p>Get help selecting, activating, and troubleshooting devices and gateways</p>","portalBaseUrl":"/servicedesk/customer/portal/10","reqTypes":[{"id":"143","name":"Activating Hardware","descriptionHtml":"<p>Suggested Articles: <br class=\"atl-forced-newline\"> <br class=\"atl-forced-newline\"> <a href=\"https://iot-help.scrollhelp.site/iotkb/Sensors.2495479820.html\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Device Activation</a> <br class=\"atl-forced-newline\"> <a href=\"https://iot-help.scrollhelp.site/iotkb/Gateways.2496036865.html\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Gateway Setup</a> <br class=\"atl-forced-newline\"> <a href=\"https://iot-help.scrollhelp.site/iotkb/My-device-shows-as-Offline,-what-do-I-do%3F.2511044621.html\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">My device shows as Offline, what do I do?</a> <br class=\"atl-forced-newline\"> <br class=\"atl-forced-newline\"> <b>Still need help? Submit a ticket below.</b></p>","callToAction":"Activating Hardware","introHtml":"","icon":10647,"iconUrl":"https://mydevices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10647","groups":[20],"key":""},{"id":"146","name":"Device Offline ","descriptionHtml":"<p>Suggested Articles: <br class=\"atl-forced-newline\"> <br class=\"atl-forced-newline\"> <a href=\"https://iot-help.scrollhelp.site/iotkb/My-device-shows-as-Offline,-what-do-I-do%3F.2511044621.html\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">My device shows as Offline, what do I do?</a> <br class=\"atl-forced-newline\"> <a href=\"https://iot-help.scrollhelp.site/iotkb/Missing-readings-%E2%80%93-What-is-good-Signal-Strength-for-devices%3F.2509177022.html\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Missing readings – What is good Signal Strength for devices?</a> <br class=\"atl-forced-newline\"> <a href=\"https://iot-help.scrollhelp.site/iotkb/My-Gateway-shows-as-Offline,-what-do-I-do%3F.2510913544.html\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">My Gateway shows as Offline, what do I do?</a> <br class=\"atl-forced-newline\"> <br class=\"atl-forced-newline\"> <b>Still need help? Submit a ticket below.</b></p>","callToAction":"Device Offline ","introHtml":"","icon":10646,"iconUrl":"https://mydevices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10646","groups":[20],"key":""},{"id":"207","name":"Device Templates","descriptionHtml":"<p>Suggested Articles: <br class=\"atl-forced-newline\"> <br class=\"atl-forced-newline\"> <a href=\"https://iot-help.scrollhelp.site/partners/Submitting-New-Hardware.2514813065.html\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">How to submit new hardware for integration</a> <br class=\"atl-forced-newline\"> <br class=\"atl-forced-newline\"> <b>Still need help? Submit a ticket below.</b></p>","callToAction":"Device Templates","introHtml":"<p>Use this option if you need assistance/changes related to an existing Device Template</p>","icon":10650,"iconUrl":"https://mydevices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10650","groups":[20],"key":""},{"id":"145","name":"Gateway Offline","descriptionHtml":"<p>Suggested Articles: <br class=\"atl-forced-newline\"> <br class=\"atl-forced-newline\"> <a href=\"https://iot-help.scrollhelp.site/iotkb/My-Gateway-is-Offline.2612887584.html\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">My Gateway shows as Offline, what do I do?</a> <br class=\"atl-forced-newline\"> <a href=\"https://iot-help.scrollhelp.site/iotkb/My-facility-has-a-secure-firewall,-will-this-work%3F.2509209665.html\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">My facility has a secure firewall, will this work?</a> <br class=\"atl-forced-newline\"> <a href=\"https://iot-help.scrollhelp.site/iotkb/Connect-Gemtek-Gateway-via-Wi-Fi.2514845721.html\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Connect Gemtek Gateway via Wi-Fi</a> <br class=\"atl-forced-newline\"> <br class=\"atl-forced-newline\"> <b>Still need help? Submit a ticket below.</b></p>","callToAction":"Gateway Offline","introHtml":"","icon":10582,"iconUrl":"https://mydevices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10582","groups":[20],"key":""},{"id":"152","name":"Help Selecting Hardware","descriptionHtml":"<p><a href=\"https://store.mydevices.com/\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">myDevices Store</a> <br class=\"atl-forced-newline\"> <br class=\"atl-forced-newline\"> <b>Still need help? Submit a ticket below.</b></p>","callToAction":"Help Selecting Hardware","introHtml":"","icon":10666,"iconUrl":"https://mydevices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10666","groups":[20],"key":""},{"id":"147","name":"Installing Hardware","descriptionHtml":"<p>Suggested Articles: <br class=\"atl-forced-newline\"> <br class=\"atl-forced-newline\"> <a href=\"https://iot-help.scrollhelp.site/iotkb/Gateways.2496036865.html\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Gateway Installation</a> <br class=\"atl-forced-newline\"> <a href=\"https://iot-help.scrollhelp.site/iotkb/Sensors.2495479820.html\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Sensor Installation</a> <br class=\"atl-forced-newline\"> <a href=\"https://iot-help.scrollhelp.site/iotkb/Missing-readings-%E2%80%93-What-is-good-Signal-Strength-for-devices%3F.2509177022.html\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Missing readings – What is good Signal Strength for devices?</a> <br class=\"atl-forced-newline\"> <br class=\"atl-forced-newline\"> <b>Still need help? Submit a ticket below.</b></p>","callToAction":"Installing Hardware","introHtml":"","icon":10546,"iconUrl":"https://mydevices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10546","groups":[20],"key":""},{"id":"267","name":"New Hardware Integration Request","descriptionHtml":"<p>Suggested Articles: <br class=\"atl-forced-newline\"> <br class=\"atl-forced-newline\"> <a href=\"https://iot-help.scrollhelp.site/partners/Submitting-New-Hardware.2514813065.html\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">How to submit new hardware for integration</a> <br class=\"atl-forced-newline\"> <br class=\"atl-forced-newline\"> For example data capabilities, see <a href=\"https://docs.google.com/document/d/1JHF24oDLBHd0EjdH7Q9FQkQ_mAOZoiWAnPkcZqbnYM4/edit?usp=sharing\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">this document</a> <br class=\"atl-forced-newline\"> <br class=\"atl-forced-newline\"> If you aren't sure about a field, fill out this form as best as possible and ask questions in the Description field below</p>","callToAction":"New Hardware Integration Request","introHtml":"<p>Use this option to begin the process of integrating new hardware with myDevices</p>","icon":10675,"iconUrl":"https://mydevices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10675","groups":[20],"key":""},{"id":"144","name":"Registering Hardware","descriptionHtml":"<p><b>Please include the DevEUI, AppEUI, AppKey and Manufacturer/Model for all devices you'd like to add to the system in the Description field, or attach a .CSV file</b></p>","callToAction":"Registering Hardware","introHtml":"","icon":10578,"iconUrl":"https://mydevices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10578","groups":[20],"key":""},{"id":"237","name":"RMA Request","descriptionHtml":"<p>Suggested Articles: <a href=\"https://iot-help.scrollhelp.site/partners/Order-or-return-hardware.2535882753.html\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">What to Include in an RMA request</a></p>","callToAction":"RMA Request","introHtml":"<p>Use this option to request return or exchange of hardware purchased from myDevices</p>","icon":10657,"iconUrl":"https://mydevices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10657","groups":[20],"key":""},{"id":"148","name":"Sending Downlinks","descriptionHtml":"<p><b>For any devices where you need a downlink command sent from our end, please include the 16-digit Device ID (DevEUI) and a brief description of the setting you're looking to change in the form below.</b></p>","callToAction":"Sending Downlinks","introHtml":"","icon":10542,"iconUrl":"https://mydevices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10542","groups":[20],"key":""},{"id":"202","name":"API","descriptionHtml":"<p>Suggested Articles: <br class=\"atl-forced-newline\"> <br class=\"atl-forced-newline\"> <a href=\"https://docs.mydevices.com/docs/adminapi/admin-api-intro\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Admin API Documentation</a> <br class=\"atl-forced-newline\"> <a href=\"https://docs.mydevices.com/docs/cloud/introduction\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Cloud API Documentation</a> <br class=\"atl-forced-newline\"> <a href=\"https://docs.mydevices.com/docs/device/http\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">HTTP Device API Documentation</a> <br class=\"atl-forced-newline\"> <a href=\"https://docs.mydevices.com/docs/device/mqtt\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">MQTT Device API Documentation </a></p>","callToAction":"API","introHtml":"","icon":10543,"iconUrl":"https://mydevices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10543","groups":[],"key":""},{"id":"87","name":"Business","descriptionHtml":"","callToAction":"Business","introHtml":"<p>Choose this option for assistance with building a solution for your use case, or for purchasing/shipment questions.</p>","icon":10641,"iconUrl":"https://mydevices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10641","groups":[],"key":""},{"id":"95","name":"Emailed request","descriptionHtml":"","callToAction":"Emailed request","introHtml":"<p>Request received from your email support channel.</p>","icon":10652,"iconUrl":"https://mydevices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10652","groups":[],"key":""},{"id":"89","name":"Hardware","descriptionHtml":"","callToAction":"Hardware","introHtml":"<p>Choose this for help with activating hardware, troubleshooting gateways & sensors, or registering new hardware to the platform</p>","icon":10546,"iconUrl":"https://mydevices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10546","groups":[],"key":""},{"id":"88","name":"Software","descriptionHtml":"","callToAction":"Software","introHtml":"<p>Choose this if you need assistance with the IoT in a Box or IoT Console software</p>","icon":10637,"iconUrl":"https://mydevices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10637","groups":[],"key":""}],"reqGroups":[{"id":20,"name":"myDevices Support"}],"orderMapping":{"20":[146,145,147,143,144,148,152,207,237,267]},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"290c04fa-0af2-30e8-9633-f89ae1c3e5fe","appLinkName":"System Confluence","appLinkUrl":"https://mydevices.atlassian.net/wiki","spaceKey":"IOTKB","spaceName":"Customer 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class=\"atl-forced-newline\" /> <br class=\"atl-forced-newline\" /> <a href=\"https://iot-help.scrollhelp.site/iotkb/Sensors.2495479820.html\" class=\"external-link\" rel=\"nofollow noreferrer\">Device Activation</a> <br class=\"atl-forced-newline\" /> <a href=\"https://iot-help.scrollhelp.site/iotkb/Gateways.2496036865.html\" class=\"external-link\" rel=\"nofollow noreferrer\">Gateway Setup</a> <br class=\"atl-forced-newline\" /> <a href=\"https://iot-help.scrollhelp.site/iotkb/My-device-shows-as-Offline,-what-do-I-do%3F.2511044621.html\" class=\"external-link\" rel=\"nofollow noreferrer\">My device shows as Offline, what do I do?</a> <br class=\"atl-forced-newline\" /> <br class=\"atl-forced-newline\" /> <b>Still need help? Submit a ticket below.</b></p>","callToAction":"Activating Hardware","intro":"","instructions":"<p>Suggested Articles: <br class=\"atl-forced-newline\" /> <br class=\"atl-forced-newline\" /> <a href=\"https://iot-help.scrollhelp.site/iotkb/Sensors.2495479820.html\" class=\"external-link\" rel=\"nofollow noreferrer\">Device Activation</a> <br class=\"atl-forced-newline\" /> <a href=\"https://iot-help.scrollhelp.site/iotkb/Gateways.2496036865.html\" class=\"external-link\" rel=\"nofollow noreferrer\">Gateway Setup</a> <br class=\"atl-forced-newline\" /> <a href=\"https://iot-help.scrollhelp.site/iotkb/My-device-shows-as-Offline,-what-do-I-do%3F.2511044621.html\" class=\"external-link\" rel=\"nofollow noreferrer\">My device shows as Offline, what do I do?</a> <br class=\"atl-forced-newline\" /> <br class=\"atl-forced-newline\" /> <b>Still need help? Submit a ticket below.</b></p>","icon":10647,"iconUrl":"https://mydevices.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10647","key":""},"fields":[{"fieldType":"text","fieldId":"email","fieldConfigId":"","label":"Email confirmation to","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"summary","fieldId":"summary","fieldConfigId":"","label":"Summary","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"textarea","jiraFieldType":"description","fieldId":"description","fieldConfigId":"","label":"Description","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[],"rendererType":"atlassian-wiki-renderer"},{"fieldType":"textarea","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:textarea","fieldId":"customfield_11189","fieldConfigId":"11615","label":"Hardware ID(s)","description":"Please enter the Hardware ID(s) for the devices or gateways you are submitting this ticket about. 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