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Remedying TCL Serial Number Discrepancy

  • Updated

Occasionally, some TCL devices will display the chip set during provisioning as opposed to the serial number printed on the physical device. If the device is using the chip set, it will display a string beginning with "t" in the 'Nearby devices' list, e.g., t98290d9a27405511225. You must apply a fix for this discrepancy to obtain the best device management experience. 

This article provides guidance on remedying the discrepancy. 

Before You Begin

Make sure to complete the following steps before applying the remedy:

  1. Provision your TCL device using the steps outlined in Provisioning A Videri Embedded TCL Device.
  2. Confirm that the TCL device has finished updating it's iCanvas APK to version iCanvas 6.1.46 or higher. To confirm:
    1. Log in to Portal3 and access the device drawer from the Devices page.
    2. Navigate to the Details tab of the device drawer and scroll down to the "Core Services" section.

    3. Locate the 'iCanvas' field and confirm that it is display iCanvas 6.1.46 or a later version.

      If the device is displaying an earlier version than 6.1.46 and is not showing pending downloads in the status bar, you can manually trigger the update. To manually trigger the update:

      1. Click the "Advanced Settings" button in the top right corner of the drawer.
      2. Click the "Firmware & APKs" tab.
      3. Click the "Update services now" button.
    4. After confirming that the device is up-to-date, proceed with applying the fix.

 

Applying The Fix

WARNING: To fully apply the fix, you will be required to reprovision the device. Ensure that you are in physical proximity to the device before proceeding. 

To remedy the serial number discrepancy:

  1. Log in to Portal3 on a laptop or desktop.
  2. Open the device drawer of the target device from the Devices page. 
  3. Click the    button in the top right of the drawer to launch the command terminal. 

  4. Type in "reset' and hit Enter (Windows) or Return (Mac) to send the command. 

    WARNING: Ensure that the device has been reset before proceeding. The device has been reset when the TCL start screen is displayed.
  5. Click the "Advanced Settings" button in the top right corner of the drawer.
  6. Scroll down to the bottom of the page and click "Delete device profile". 

  7. Click "Delete device profile" to confirm.

    WARNING: You must delete the device profile before proceeding. Failing to do will create a duplicate profile.

  8. After deleting the device profile, reprovision the TCL device following the steps outlined in Provisioning A Videri Embedded TCL Device.

    NOTE: If you receive an error in the mobile app during device scanning, you may need to wait a few minutes for the device cache to clear. 

    We are actively working on a fix for this behavior as of March 2026. 

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