All RUT950 and RUT951 on different upstream networks becomes unavailable

NETWORKING SOLUTIONS
1

Hi,

We have a large number of RUT950 and RUT951-units (about 50).

The last three weeks we have started to see them loose connection to RMS and also become unavailable through the OpenVPN we have to each unit. They all fail within minutes of each other. Initially we suspected the cell network but we also have one unit that has a hardwired internet connection from a completely different service provider - and it still fails together with the others.

We have updated about 6 of the units to the latest available version to see if it might be a bug in older firmware but to no success. The updated units still fails.

Some of the units somehow retains the ability to send data out to our data collection service but remains unavailable to “incoming” traffic.

Some of the units still responds to sms (of the cell network connected) but some don’t.

Some of the units recovers automatically (some within minutes but some can stay offline for hours while some never recovers without a physical restart onsite).

Please also note that no configuration changes or firmware updates (a side from the experiment of upgrading a few of them to see if a potential bug was fixed).

The units have no knowledge of each other except in the RMS-plattform and we have no live VPN-connections (only ad-hoc) at the time of failure.

This morning we had 25 of our 45 units fail again causing massive amounts of work to restore service remotely and also by dispatching people to sites spread across long distances.

We need assistance to troubleshoot this.

3

Hello,

We apologize for any inconvenience this issue may have caused.

To investigate further, we will need some sensitive information from you, which is not safe to share publicly. For this reason, I have sent a form to the email address associated with your community forum account. Once you complete the form, I will contact you privately regarding this issue.
When filling out the form, please use “15218” as the ticket ID.

Best regards,

4

Hi, When can I expect this case to move forward? We are continuing to experience issues.

//G

5

Hello,

Could you please confirm if you have received our email?

Best regards,

6

I have received your email and responded and provided the information requested on the 26th of August but I have not yet heard anything back. Would appreciate an update!

//Gustav