Question

Hi,

Since your last RMS update (I think) one or the other of our routers
gets offline in RMS but the webcam behind the affected router
continues to upload pictures. Rebooting via SMS command brings
the router back into RMS.

Currently our router with s/n 1121015864 is offline since the 17th of
April at 21:11 but the cam uploaded the last picture just two minutes
ago.

I'm NOT going to reboot the router now as I don't need access to it
right now but of course I can't send you a troubleshoot file. Maybe
you can have a look.

Thank you very much and with best regards,

Reinhard

Answer 1

Hello,

  

We have checked, and the device successfully established a connection with RMS on the 6th of April, however, no activity is seen afterward, thus the issue seems to be on the device side.

I would recommend updating the device to the latest firmware version WITHOUT keeping the settings, and checking if the issue reoccurs, as there have been so improvements regarding RMS in the latest updates.

  

Best regards,
DaumantasG

Comments

Hi!

I've just rebooted the router mentioned above and also another one
via SMS command and now they are green in RMS again. It seems
that all of our affected devices are on the latest firmware revision
(which is RUT2_R_00.07.04.1).

Actually I don't like the idea of factory defaulting all of our RUT240s
(43 at the moment). Also the "Data Usage" tab in the device details
is not working with 07.04.1 - I'd rather stay on 07.03.4.

Regards,

Reinhard

---

Hello,

Glad to hear that the devices are connected!

They might have been in "Standby" on RMS. This mode is designed for users, who do not use RMS, to save on data, and the router automatically transitions into this mode after some period (I believe 14 days). When the device is rebooted, it will try to connect to RMS, and if unsuccessful, it will try again in 6 hours.

If you experience this behavior again, please contact me via private message with the serial numbers of the affected devices.

Best regards,
DaumantasG