# Re-pair, reset, remove, or report a device as lost

The **Lifecycle** tab of a device holds four actions that take the device out of your organization. Choose by what should happen next: pair it again, move it to another place, give it back, or block it after a theft.

> **Type:** device
> **For:** anyone who hands over, moves, or loses a device
> **Prerequisite:** the Owner role
> **Where in the portal:** **Devices** › device › **Lifecycle**

> **Caution:** Each action affects the whole device and removes every display on it. To remove only one display, use **Remove display** on that display, see [Remove a display](/displays/remove-display).

## Which action to choose

| Action | Use it when | Afterwards, the device shows | Someone needs to be on site |
|---|---|---|---|
| **Re-pair** | You want to pair it again right away, in your organization or another one. | a pairing code | no |
| **Restore factory state** | The device moves to a place with a different Wi-Fi, or goes in for repair. | the setup card | yes |
| **Remove from the organization** | You return, sell, or dispose of the device. | a pairing code | no |
| **Report as lost** | The device was lost or stolen. | that it is blocked | no |

All four remove the device's displays and free their seats. The actions can only be started in the portal, never on the device, so nobody can take a device out of your organization at the shop window. For a web display, only **Re-pair** and **Remove from the organization** are available.

## Steps

1. Open **Devices**, choose the device, and switch to the **Lifecycle** tab.
2. Click the button of the action: **Re-pair …**, **Factory state …**, **Remove …**, or **Report lost …**.
3. The dialog lists the displays that go along. For **Restore factory state** and **Report as lost**, type the name of the device to confirm.
4. Confirm with the button that names the action.

![The “Lifecycle” card of the device record with four rows, each with its consequence in one sentence and a button of its own: Re-pair (1), Factory state (2), Remove (3), and Report lost (4)](/devices/bilder/a6e1e602-lifecycle-card.png)

![The dialog for reporting a lost device with the list of displays that go along (1), the field for the typed device name (2), and the Report as lost button (3)](/devices/bilder/6475391a-report-lost-dialog.png)

## Check the result

The device picks up the action the next time it reports, or when it next starts. It then erases its content and shows a pairing code, or the setup card after a factory reset. Its name goes back to the factory name, such as Player 7AA9. The change log records **Device released**.

## If a device reports in with a new identity

A device that was reset or reinstalled on site reports in with a new identity. This doesn't give it access to your content. Until you decide, the display shows **Wartet auf Bestätigung im Portal** (waiting for confirmation in the portal), and the Owners of your organization receive a notification. At the top of the device page, choose one of these:

- **Accept, keep displays**: the device continues with its displays, content, and name.
- **Accept and re-pair**: the device is released and shows a pairing code.
- **Block**: the device is removed and blocked, as with **Report as lost**.

> **Caution:** If you didn't reset the device yourself, choose **Block**. Someone who only knows the serial number can trigger this notice, but gets no access.

## After a theft

A device reported as lost is blocked everywhere and can't sign in with any organization. If it reports in, it erases its content and shows that it is blocked. Only we can lift the block. If the device turns up again, contact [support](/help/support).

## If something goes wrong

| Symptom | Cause | Solution |
|---|---|---|
| The display keeps showing content | The device hasn't picked up the action yet. | Wait. The action arrives with the next report, at the latest when the device starts again. |
| After **Restore factory state**, the device can't be reached | That's expected: Wi-Fi and remote access are erased. | Set it up again on site with the setup card, see [Connect to the network](/devices/connect-network). |
| **This device has already been paired.** when pairing | The device still belongs to an organization. | Start **Re-pair …** there first, then pair it again. |
| The buttons on the **Lifecycle** tab are grayed out | Your role doesn't allow these actions. | Ask someone with the Owner role. |
| After **Accept, keep displays**, the notice comes back | Devices with an older system report a new identity at every start. | Choose **Accept and re-pair** and pair the device again. |

## Related

- [Remove a display](/displays/remove-display): remove a single display and keep the device.
- [The pairing screen and other messages on the display](/devices/pairing-screen): what the device shows afterwards.
- [Support: where to turn and what to send](/help/support): replacement devices, returns, and lifting a block.