Question

RMS seems to be down since last night? (attached screenshot says 'you are offline' - but I am not!)

Are there any 'critical status' updates published by Teltonika?

I can't access RMS, neither via a browser nor via the app.

Comments

We need it to work early and the failure also affected us

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Got the same problem here in France. RMS is inaccesible both from my land line and mobile connexion

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Seeing the same thing

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Same thing in Brazil

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Amateur Hour - certificate expired for more than 24 hours.  Seriously considering another platform because the support is non-existent.

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Same in Australia.

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I'm based in Australia and facing the same issue. Any time estimate when the problem is going to be fixed?

I have a customer that I need to on-board remotely through the platform.

Answer 1

Also receiving this issue as well however getting the error message through multiple browsers via multiple different ISPs both Cellular and Fiber/Cable.

Browsers are unable to create secure connection to the site.

NET::ERR_CERT_DATE_INVALID

Comments

From firefox, you accept the connection but it appears "OOPS! SOMETHING WENT WRONG..., ERROR 401: UNAUTHORIZED"

Answer 2

It is not possible that your people monitoring platform does not pay attention to these details :(, please at least one credit as a refund, I have 10 accounts and I do not have access to anything

Comments

I agree it's a pretty bad miss, for a monitoring platform.

There are services that will monitor this stuff for FREE even.

• https://www.statuscake.com/features/ssl/
• https://alerts.httpscop.com/
• https://monitorcertificates.com/
• https://letsmonitor.org/
• many others!

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Really! Very basic

Answer 3

Hello,

The RMS website was inaccessible to due an expired certificate, we are sorry for the inconvenience that was cause because of this issue. It has been resolved

Comments

I'm sorry, but this has severely shaken my confidence is Teltonika as a infrastructure service provider. 

There are so many questions that need answering to regain my confidence: 

•  Why did it take Teltonika 24 hours to get a new certificate? 
• Why was there absolutely no communication from Teltonika in this timeframe?
• What have Teltonika done to prevent this from happening in the future? 

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@PauliusRug
Thanks for the fix.
But that was definitly an avoidable rookie mistake! Also it´s a shame that no one at Teltonika monitors a plattform that we customers have to pay for.

It was offline over 24 hours... I had an scheduled meeting with an customer to test things, but we were unable due to the offline RMS.

I have the same questions as wizprod!

So I would accept 1-2 credits as an refund from your side for every RMS customer.

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Thank you but very late, like the others we are very annoyed at such childish responses, since being a monitoring tool and you do not value it, monitoring must be in both directions.

2nd was not only the certificate and they do not put that, I just hope that our personal data has not been stolen and in the same way I hope they can repay it with credits.

I attach the evidence that after passing the certificate problem, the following screen after logging in was:

"OPPS! SOMETHING

WENT WRONG

ERROR 401: UNAUTHORIZED"

The image does not allow me to include

And this is not just the problem of the certificate.

Answer 4

Hello all,

Thank you for your patience with this situation.

Now that we have a full picture of what occurred and why, here is a summary for RMS HTTPS and RMS API outage during 2022-08-06 and 2022-08-07 weekend.

The issue:

The RMS web interface was inaccessible, RMS API calls could not be used.

The root cause of the issue:

Failure to update HTTPS certificate, which resulted in inaccessible RMS UI and unusable API, since API calls use the same URL and certificate as HTTPS connections.

There were, however, several approximate causes, leading to fail-safes not being triggered, which then resulted in delayed response in bringing the services back and communication with our customers.

Current status:

RMS services have been restored at ~07:40 UTC+3 on Monday, 8^th of august.

No user data has been lost or compromised; RMS alerts, generated remote access links, reports, data collection from routers continued working throughout the weekend, as these services were not affected by the HTTPS certificate expiration.

Even after the underlying issue was rectified, some users have still had trouble logging in to the platform, receiving an “Error 401: UNAUTHORIZED” message once logged in. This is part of the same issue - leading to sessions becoming invalid or expired. This issue can be resolved by clearing your browser data up to around the point in time when the issue began (August 6th). 

What actions shall we take:

Since early Monday we are conducting a thorough audit of all procedures and redundancies that control and support RMS uptime and its monitoring. Once this audit is finished, we shall take all necessary preventative actions to ensure that similar outages do not repeat in the future.

Once again, thank you for your patience and continued trust throughout this episode.