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Why am I getting an SoMove error that states "You are currently trying to connect to (drive model). This device is not supported by this software version. Please update your software"?

Published date: 28 June 2019

Issue:
SoMove does not recognize the device.

Product Line:
Altivar 61, 71

Environment:
This issue does not occur with every product or all products in a given date code.
We are estimating this issue is appearing on less than 5% of the ATV61 or ATV71 products manufactured since the beginning of 2014.

Cause:
The root cause of the issue is extra spaces in the product's internal identifier field, that SoMove is not able to recognize.

Resolution:
Please see the attached files and read the FPU pdf document for instructions on clearing this fault.


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