An end user of SpiderOak Groups or Enterprise might report that he or she set up a first device, but attempting to set up a second device fails with "setup of first device is not complete". This error indicates that indeed the first device was not fully and properly set up. That puts the user account in an unrecoverable state, and the solution is to delete it and create a new one. Since no user data will have been uploaded, deleting the account does not put data at risk.
How this is done depends on whether it is an LDAP, Active Directory, or local user account. LDAP and Active Directory integration are only available for SpiderOak Enterprise, so if you use SpiderOak Groups then you would follow the local account instructions.
What to do
Step 1: Delete and recreate the user account
If an LDAP or Active Directory account
In LDAP or Active Directory, disable the user.
In the SpiderOak Enterprise Management Console, delete the user account. To do that, open the Users tab, place a check in the "Delete?" checkbox for the user in question, and press Save Changes.
Back in LDAP or Active Directory, re-enable the user.
In the Management Console, rebuild the database. To do that, open the Manage tab, press Edit Account, and scroll to the bottom of the page. Press the Rebuild DB button. The rebuild can be expected to take a while depending on the size of your LDAP or Active Directory.
At this point SpiderOak will notice the re-enabled LDAP or Active Directory user and will automatically create a new SpiderOak user account for him or her.
If a local account
In the SpiderOak Groups or Enterprise Management Console, delete the user account. To do that, open the Users tab of the Management Console, place a check in the "Delete?" checkbox for the user in question, and press Save Changes.
Then add the local user again as you normally would.
Step 2: Delete application data and install new devices
On one of the user's computers, delete SpiderOak Groups' application data folder. Confirm the computer has good connectivity, then launch the application and enter the new account's credentials. Allow it to fully set up the account's first device and confirm that it is able to upload data.
On the other computer, delete the application data, launch the application, enter the account's credentials, and choose to set up a new device.
This problem most often occurs when a transient network problem interfered with the first device's setup. Assuming your user usually has good connectivity, it is often enough to simply replace the account. If the problem recurs, that indicates a more persistent connectivity problem between the end user and the servers. Network diagnosis on the user's end will be needed.