Cannot register device to RMS

Even though I have credits, i cannot add a device to the RMS. I would like an official support email to send the device id and information.

Hi Harry,
whats the error message?

Regards,
Timelapse Admin

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Hello,

Please do not share sensitive information such as device serial numbers or MAC addresses on public forums, as it can be unsafe.

Regarding your issue, could you please specify the name of the device you are trying to register to RMS and its firmware version?

Best Regards,

What do you mean by name ? I set the device name to whatever I choose, no?

I cannot say the firmware version as I had to leave the device on-site. It was connecting to the internet but not to the RMS platform. I could not leave the site without an internet connection. But I can say that it was not the latest, new UI look.

I also want to say that I was also subject to an attempted phishing attempt that used a copy of your website while searching for a solution to my issue in the forums.

It’s honestly quite infuriating and rather unsafe that a legitimate email for support is not readily available at the bottom of the community forums page.

Thanks in advance for your support

Sorry for any inconvenience. Could you please specify the model of the device (e.g., RUTX11, TRB140, RUT956, etc.)?

Regarding the firmware version, please attempt to upgrade your device to the latest firmware version. New firmware updates often fix issues and include improvements that could potentially resolve your problem.

Thank you!

Best Regards,

It was a RUT950. I currently have over 30 same routers at more or less the same firmware version and this is the only time this has happened. In order to update the firmware i would have to go on site which is ~500km away. Is there no other way to resolve this ?

Just to clarify, you are not able to access the device WebUI and SSH remotely, correct? If that’s the case, I will send you a form so I can contact you privately.

Also, I would like to know if you are sure entering the correct serial number and LAN MAC address? I recommend double-checking this information, as it could also be the cause of the issue.

Best Regards,

That is correct. Please send me the form.

I am sure i am entering the correct details as I took a photo of the device outputs in the RMS configuration screen. I can share that with you in our private correspondence.

Hello,

I have sent you a form to fill out. Once completed, we will contact you privately. For the ticket ID, please use “6731”.

Best Regards,