Hi @TDCanada 

Thanks for posting in our business forum.

TDCanada wrote

  @Clive_A 

Thanks for your response.   Maybe I'm misunderstanding what your staying. 

Do no reset the controller, as that will nuke everything. 

Reset the Router - that's ok, it will get the config from the Controller.

How do we get control over the controller then?

I'd really rather not have to set everything up again from scatch and have to learn the whole system to do that.  

Surley, TP-Link has a way to ensure that installers don't hold equipment owners hostage?


If we do reset everything, will that dis-associate all the Omada gear form the controller, allowing us to add it to the "new" system?  Controller, Router, Switch, AP's etc?

Just FYI. If the controller stays, it always holds the config. When you adopt it at any time, the config will sync to the devices. That's how Omada Controller works.

Reset the controller, that'll remove everything and you start from scratch. Nuke everything is inevitable.

The way is to nuke everything which is the way to get rid of your installer roughly. Then start to rebuild everything.

Yes. That'll be a new system. You adopt them to the new controller, then it'll reset them anyway. The adoption equals a reset. That's the first thing it does. That'll start over. Since you don't know the password to adopt the devices, you need to physically reset them first.

Hi @TDCanada 

Thanks for posting in our business forum.

TDCanada wrote

So we ended up having to reset things.  Resetting the controller DID NOT reset the router or AP's.  Each had to be accessed and manually reset and re-added to the system.   

Not too impressed by the hassle or the software of the system.

It's normal because you have to clear up everything. You have to clear everything up because you don't have access to the controller.

If you can regain access to the controller, you don't have to reconfigure as the settings are stored on the controller and you can have access to it.

The config on the system should be assigned by the controller. If you don't even gain the controller access, there is no way that you can keep the old settings on the devices. Think of this, when you manage them from a new controller(or a reset controller), what should the controller do to the devices that have a stored config? It is the controller managing the devices instead of the devices sending the config to the controller. That's against the whole concept of the controller thing.

Hi @TDCanada 

Thanks for posting in our business forum.

TDCanada wrote

  @Clive_A 

Probably the biggest thing was that we were told by TP-Link support that a reset of the controller would reset and release the router and all AP's.  That's not what happened, we had to access and manually reset each device.  So the time scale grew.   

If you experience incorrect guidance over the product, you can file a complaint to the agent with his/her name. Proper training should be implemented.

About the "installer", we actually do NOT have any partnered installer. All of our partnerships are mainly about retail. Only retailers: https://www.tp-link.com/ca/where-to-buy/

We basically have no partnership with the installer. If they purchase and have a pile of our products in their stock, that could be a partner. But our retail sources do not offer technical support. All the technical support is supposed to come from our technical support team.

The so-called installers are all solution companies buying various products from different vendors. Just a bunch of people who know about the products and pick up the product for their customers. They profit from the knowledge and the price difference.

If there are any civil issues between you and the installers, we cannot really step in and control them as they don't belong to us. If they hold you hostage in the situation, that's a big failure in their reputation as a solution company.

And we cannot view the customers' info or look it up due to privacy and data protection. There is no way we can access it and we have to get granted before we access anyone's system/controller. The email and the password should be provided by the customers, too.