Question

My RUTX12 was previously connecting fine with RMS but at some point stopped. It now just says connecting in the GUI screen. I have 9 credits showing. I have tried removing and adding it again within RMS and it now says it hasn’t been activated. I can remote in to the RUT through VPN or access it locally no problem.

Answer 1

Hello,

I would like you to attach a troubleshoot file to your question. Please, replicate the issue, then access router's WebUI, go to System -> Administration -> Troubleshoot section and download troubleshoot file from there. The logs in the file might provide more insight into the issue.

Best regards,

Comments

I have attached the troubleshooting file as requested.

Thanks

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Hello,

From RMS side, things are correct, you have device monitoring enabled, available credits, correct device data. 

Could you provide more details if there were any changes in your network before RMS stopped working? Maybe you are trying to make a connection through a different mobile service provider, or maybe you are in some private network? 

Could you SSH into your RUTX12, execute the commands below and share the output?

• telnet 18.196.62.30 15009
• telnet 18.196.62.30 15010

Best regards,

---

Hi,

There were no changes made to the system. I am not sure exactly when the RMS connection stopped but the logs showed the last update to be 23-12-22.

I have attached the screenshot of the telnet connections as requested.

thanks

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Based on the screenshots, the device is able to reach RMS.

In the troubleshoot file I have noticed that, for some reason, RMS service is not running within the device:

"rms_mqtt": {
      "running": false  

And an option, enabling device removal from RMS, is set in its configuration:

• option remove_from_system '1'

One thing to try is to login to the device via SSH and execute the following command:

• /etc/init.d/rms_mqtt restart

You could also try rebooting the device or generating a backup (System -> Backup) and resetting the router to factory default settings to try to establish RMS connectivity.

Best regards,