February 1, 2024 – Changes to claiming the OvrC Pro Hub

As we work to make your customer homes more secure and make efficient use of your time, we have made an improvement based on feedback from our Partners.

OVRC PRO HUBS WILL NOW NEED TO BE MANUALLY CLAIMED

The release of the OvrC Pro app version 7.4.0 brought the elimination of the local UI on the OvrC Pro Agents (Araknis/Pakedge routers, Control4 controllers, and OvrC Pro Hubs). As a result, we have heard feedback through our support channel that this is making system takeovers more difficult as the OvrC Pro Hub, including legacy Pakedge NK-1 and supported Ihiji devices, is automatically claimed by a scan before the technician can claim the device to their account.

To resolve this issue, the OvrC Pro Hub device will no longer be claimed when found in a network scan, and instead will have to be manually claimed to the location. This change does not impact any Araknis/Pakedge router or Control4 controllers. Those will continue to be claimed through a network scan or manually without any change.

Learn how to move a customer’s existing OvrC devices to your OvrC account in this post in the Tech Community. 

RECOMMENDED BEST PRACTICES

In situations where a Partner is taking over an OvrC location from a different Partner, Snap One recommends the following as best practices:

• Before going on-site, create the customer account in OvrC and claim the OvrC Pro agent to that site (Devices > Add Device).
• Though any OvrC Pro enabled device can be used for a system take over, using an unclaimed Araknis/Pakedge router or a Control4 controller will run the risk of that device being claimed through an automated network scan; therefore, we recommend using an OvrC Pro Hub for a system take over.
• Keep an OVRC-300-PRO as a tool to use specifically for the purpose of taking over systems where the devices are claimed to a different OvrC account, rather than continuously using a new device. Once the takeover is complete, the system’s previous OvrC Pro agent device can be re-selected in the Site Settings to preform all tasks.
  • NOTE: Prior to deleting and removing the OvrC Pro Hub from the customer’s new Site in OvrC, make sure that a network scan has been completed by the OvrC Pro agent that will remain locally on the customer’s network. This ensures that all discovered device information is transferred.
• If the location has a Luma NVR with cameras connected directly to the ports on the NVR, it is best to disconnect them from the NVR and temporarily plug them into a PoE network switch before performing the system take over. The NVR creates a subnet for the physically-connected IP cameras that cannot be scanned by the OvrC Pro agent, preventing those devices from being identified and their information transferred to the new OvrC account.

As always, we continue to evolve our product based on your feedback. Please continue to provide your thoughts and ideas to [email protected] or through the user feedback section of the web and mobile applications. Thanks!