If you have an issue on the customer's system where SNOM is being constantly blacklisted on the Touchless Provisioning page in the PBXware GUI, you may see the following status:
'Blacklisted Temporary' with the message: 'sql: no rows in result set'.
Opening configuration and clicking on Save button removes the blacklisting temporarily, but it returns shortly afterward.
In rps.log you would see something like this:
[2026-05-12 23:23:52] WARN Failed to fetch UAD name. Query error. error=sql: no rows in result set
[2026-05-12 23:23:52] ERROR sql: no rows in result set Mac=000413e31bfd Provider=snom Server=63
[2026-05-12 23:23:52] INFO (QUEUES): Flagging Server as down. Provider=snom Reason=sql: no rows in result set ServerId=41
```
We should first check what is shown for this MAC address in the `rps_devices` table:
select * from admin_site.pbxware_rps_devices where mac='000413e20a70';
We will see there that the MAC address exists in this table.
The next step would be to check whether the MAC address exists in the `pbxware_users_autoprov` table:
select * from admin_site.pbxware_users_autoprov where mac='000413e31bfd';
If we get no results, that probably means this is a leftover entry from some extension that was used earlier but was not properly deregistered.
The first thing that should be checked with the customer is whether the MAC address has already been removed from SRAPS. If so, we can try removing the MAC address from pbxware_rps_devices.
However, in some cases this will not be sufficient, and once you delete the MAC address, you will see the same issue again in rps.log and the MAC address will be added again to the pbxware_rps_devices table.
In this case, in order to resolve the issue, we need to add the MAC address to some random extension, then navigate to:
Touchless Provisioning -> Devices
Find that MAC address and send a Register action. Once it is registered on SRAPS, send a Deregister action, and this should resolve the issue with the SNOM provider being blacklisted.
After this, we can remove the MAC from the extension and confirm in rps.log whether the issue is resolved.