"Error issuing certificate! - Policy cannot be created - name already exists" message in PitneyShip or PitneyShip Pro

Issue

The message "Error issuing certificate! - Policy cannot be created - the name already exists" appears.

Cause

DeviceHub is out of date and unable to update.

Resolution

• Solution 1: Turn off ZScaler and retry onboarding
• Solution 2: Restart DeviceHub
• Solution 3: Reinstall DeviceHub
• Solution 4: Check virus protection or firewall settings and reinstall DeviceHub

Solution 1: Turn off ZScaler and retry onboarding

If using ZScaler, turn ZScaler off and retry onboarding

Solution 2: Restart DeviceHub

1. For Windows, select the system tray (small icons near the clock) and right-click the DeviceHub icon. For MacOS, select the DeviceHub icon from the menu bar.
2. Select Exit.
3. Delete certificates in this path - (C:\ProgramData\PB\devicehub\DeviceHub_v1\certifi).
4. Change the “is generated” value to “false” in the folder (dhaMQTConfig.json) located in this path - (C:\ProgramData\PB\devicehub\DeviceHub_v1\devicehubagent\config).
5. Restart DeviceHub.

Solution 3: Reinstall DeviceHub

Reinstall Devicehub. See Installing DeviceHub for PitneyShip, PitneyShip Pro, or PitneyShip Cube.

Solution 4: Check virus protection or firewall settings and reinstall DeviceHub

Check your virus protection or firewall settings, and then reinstall DeviceHub.