Snowcone can't finish unlock process - device shows shipping label instead (CLI/OpsHub)

Question

I've been working with Snowcone device for few weeks now - everything worked fine, but suddenly the unlock process started failing.

I try to unlock my snowcone device via **cli command** and **ops hub** (it already worked on the same device before) - device displays a message **"Please wait..."** and then just displays the shipping label, and never unlocks - tried multiple times.

Note: 
```
snowballEdge describe-device
```
 cli command works before trying to unlock it, but after the unlock-device command it goes offline, displaying the shipping label.

What is also strange, rebooting the device from CLI also doesn't work and displays the error message "AWSSnowballDeviceException - null (Service: AWSSnowballDevice; Status Code: 500; Error Code: InternalFailure; Request ID: <...>; Proxy: null)"

Is there any way to reset the device to factory settings? Did anyone experience similar issues with the device?
I really doubt that this is network-related issue since it worked fine for first few weeks, and describe-device command works, meaning I can access the device via static IP

Answer

a. Are you saying you are able to do `describe-device` on the SNC however other commands like unlocking starts showing return label?
b. Are you able to reach the device on it's assigned IP? 
here is the command `ping SBE-IP`
c. Did you try including all the options within unlock-device command, to rule out the SBE Client configurations? 
`snowballEdge unlock-device --endpoint https://10.3.xx.xx --manifest-file Path/to/manifest/file --unlock-code 29characterUnlockCode`

At last:
d. I would recommend you to perform an extended reboot sequence, often referred to as a 30/30/30 reboot: 
1) To perform an extended reboot of the device, please power the device down for 30 seconds. 
2) After the device has been fully powered down, unplug all cables attached to the device and wait an additional 10 minutes. 
3) Once the time has elapsed (10 minutes), reconnect the cables and let an additional 30 seconds pass before powering the device back on. 
4) Please leave the device plugged in to power for 10+ minutes then try to power on again. While it seems as though this is a simple power cycle, the time between each step allows the device to clear the system and start fresh upon the next boot cycle.

Snowcone can't finish unlock process - device shows shipping label instead (CLI/OpsHub)

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