Cannot connect to RMS RUT950

[IvanSerdiukov]

I have an RUT950 that had no credits for RMS. I bought and activated a credit for the device but it is still not online with message “Device could not connect to the system - device did not have an active credit.”

[Marija]

Hello,

Could you please confirm if the service is enabled by navigating to Management → Devices → Select Device → Press on “Device” → Select Manage Services?

Best regards,

[IvanSerdiukov]

Hello,

yes, it is selected and cannot be unselected.

[IvanSerdiukov]

The Management service is also active an highlighted with green color.

[Marija]

Could you please provide a screenshot of the Manage Services window?

Thank you.

Best regards,

[IvanSerdiukov]

Of course

[Marija]

Could you please enable Auto Extend and check if the device still shows as offline?

Best regards,

[IvanSerdiukov]

Still offline.

[Marija]

Thank you for trying. Could you please navigate to Administration → Companies → View Company Details → Resource History, and take a screenshot of that page?

Best regards,

[IvanSerdiukov]

Sure!

[Marija]

Thank you.

The “0/1” indicates that the credit has been used. There is a possibility that credit was accidentally assigned to a different device. To confirm everything is correct, please click Download Pool PDF under actions, and in the downloaded file, check under Usage for Devices to verify if the credit was assigned to your preferred RUT950 (make sure the MAC address and serial number match your device).

Best regards,

[IvanSerdiukov]

I checked the pdf and yes, it was assigned to the exact device that I need. MAC and serial number are equal.

[Marija]

Thank you.

Could you please check if your RUT950 has an active internet connection?

Also, please let me know what is displayed next to “Connection State” in Services → Cloud Solutions → RMS in the WebUI.

Lastly, is the device status in RMS shown as offline or something different?

Best regards,

[IvanSerdiukov]

Device is online because the devices in the network of the router are online. Web GUI is not accessible for me because device is remote so that is the reason why I need a working RMS.

Status in RMS is offline.

[IvanSerdiukov]

Well, now it’s online. I’ve seen that the status was updating every 6 hours. After another 6 hours passed, the device was able to activate itself and establish the connection.

[Marija]

Good to hear that the issue is resolved!

Please don’t hesitate to reach out on the forum if you have any more issues or concerns.

Best regards,