Neatpad controller pairing issue. "Wrong account type"

[DonnyGarnett]

Had a weird thing happen today. Did a codec swap from a mac to a pc and when reconfigured everything works with exception of one Neatpad that when I try various activations methods the Neatpad will sign in for a second then prompt a wrong account type error and sign out. It will pair to other rooms just not the one that I swapped the codec. There is an ipad that will pair as a controller though. Any thoughts?

Windows 11 , 64bit
6.2.7 (5001) , 64bit

[bstrelko]

Have you tried a factory reset of the NeatPad? How about removing it manually from Zoom via the admin portal and then attempting to pair? We have seen Zoom/ZDM get wonky with NeatPads from time to time and a clean slate is often helpful.

[DonnyGarnett]

Update. So I was able to resolve the issue somewhat. The zr will not allow the iPad and neatpad to both be controllers simultaneously. I ended up pairing the neat pad as a controll and using the iPad as a scheduler. I am however able to pair additional neat pads as controllers. 

[bstrelko]

Interesting. I have not tried this exact combo and will look to replicate just for the data-point. Sounds like a bug, albeit one that Zoom will have no interest in fast-tracking.

We have used both iPads and NeatPads very agnostically throughout hundreds of Zoom rooms with a mixed assortment of computes/codecs/appliances, but have not tried using both as ZRCs in the same room. 

[DonnyGarnett]

As did we. We had a mix of ipad/android instances but we were also running all said rooms on Mac Mini pre intell. The issue only occurred when moving to windows 11 machines. We usually would not care using all dedicated devices for ZRs but some of our clients need wireless solutions with a wired back up. Currently DTen is the only option for wireless zrc (kind of). We will try other variations in our labs and update when we have more conclusive findings. 

[bstrelko]

Oh, yikes - discourage those users from wireless anything - this is a conference room, not a Fisher-Price toy. We install wired things that are stable!

The idea that DTEN Mate is wireless irks me to no end. No way to ensure a user ever puts that back on a charging dock and then you've lost any semblance of remote management capability.