Lost or Stolen Device Handling

A lost or stolen device is a rare and unexpected scenario. Such incidents cannot always be predicted or prevented in advance. However, Ray can assist the customer in making the lost or stolen device unusable for unauthorized persons.

In line with common industry practices followed by major network security vendors, the recommended action is to block, deauthorize, or decommission the device from the central management system so that it cannot be reused or reconnected without authorization.

If a Ray device is reported as lost or stolen, Ray Support can assist with the following actions:

• Block the device from connecting to the Ray management platform.
• Disable or revoke the device’s existing certificate or authorization identity.
• Prevent the device from being reused by an unauthorized person.
• Assist with re-provisioning or replacing the device, if required.
• Guide the customer on the next steps based on the device status and deployment type.

To process the request, the customer should share the following details with Ray Support:

• Device serial number
• Device MAC address, if available
• Site or location name
• Customer or organization name
• Approximate date and time when the device was lost or stolen
• Any supporting incident details, if available

To block or deauthorize a lost or stolen device, please raise a support request with Ray Support at:

support@ray.life

Once the request is received, Ray Support will validate the device details and assist in blocking the device from further authorized usage.

Blocking or deauthorizing the device does not physically recover the device. The purpose of this action is to reduce misuse risk by preventing the device from reconnecting to the Ray platform or being used by unauthorized persons.

The customer should also follow their internal security and asset-loss reporting process, including filing an incident report if required.