CX Base Unit not retrieving token; device token stuck in Retrieving state

Issue

When you are in the process of commissioning a CX Base Unit you may encounter this, apparently the CX is stuck in Retrieving (eventually it will clear and go into local mode) - however, it does not retrieve a token.

The issue is that the token is generated in the Azure cloud XMS servers. These servers cannot be reached, resulting in the above screen. 

Resolution

Solution 1 (Recommended)

To ensure optimal performance and access to cloud-enabled features, we recommend registering your ClickShare CX Base Unit using one of the following methods:

1. QR code scanning: how-to, see KB15557
2. Clicking Registration link in ClickShare Configurator: how-to, see KB10810

Note: Before proceeding with either method, ensure your ClickShare Base Unit is updated to the latest firmware version (how-to, see KB5923).

Solution 2 (Alternative)

To resolve the issue,

1. Ensure the Base Unit is connected to the internet.
2. Reboot the Base Unit to restart the token retrieval process.
3. If the issue persists, please contact your IT department to ensure that all required URLs and ports for CX and C-series devices are allowed through the firewall as outbound connections. For information on necessary URLs and ports requirements, see KB3220.

Related Articles

• What happened to the device token ID required for my ClickShare Base Unit registration?
• Tips to troubleshoot "Unable to register ClickShare device, please retry.." error when using a device token
• How to Register ClickShare Devices (C/CB/CX) in XMS Cloud?
• Registering ClickShare (C/CX/CB Series) devices to XMS Cloud via QR code scan
• How to Register a ClickShare Device (C/CB/CX) in XMS Cloud Using the Registration Link on the Configuration Wizard?
• Which ports does the ClickShare devices use?