Hello,
I have a situation where I didn’t connect to the hub for more than 180 days. When I tried to reconnect, I had to redownload the configuration file to the hub. After doing this, the route disappeared, so I had to add it again. Now, the hub is connected to the internet and shows as active in the RMS VPN, but in the RMS system’s device list, it appears offline. I’m new to using Teltonika devices, so I’m not sure how to access the device now.
Thank you.
Hi, Klaudijus,
I presume your device is offline, and not your VPN Hub or whatever you had in mind. Devices need resources, such as credits or packs to be able to connect to the system, so ensure you have those first. This particular screen will show you how many resources you have, and what resources are assigned to your devices (Refer to points No.2, No.3, and No. 7 in the middle)
If you have resources, try re-registering the device (Management > Devices > Check the device > Actions > Devices > Unregister device), then just register it back.
Oh, and if you’re using a SIM card with your RUT, and it supports SMS messages and you don’t have direct access, you can send an sms such as device_password rms_connect which would force a connection to the system, presuming it has internet. The device_password being the WebUI login password.
Hello,Thanks for the answer. I have data in company which device is so it shouldn’t be a problem. I tried unregister it and register back, but now it is in state not activated. So somehow it has no internet connection or something is blocking it. Because it is connected to the network.
Hi there,
Data is used for RMS Connect / RMS VPN Hubs, Credits are used for managing your devices, they will not go online if you don’t have credits or management packs assigned to them.
This could be it as well, if it has a SIM card as mentioned earlier that supports SMS messages, please try sending <device_password> status and check the Data connection state, should say Connected.
Greetings, @Klaudijus,
Thank you for your message.
Did any of the solutions provided by @minecraft_creeperis resolve the issue, or do you require further assistance?
Warm regards,
V.
Hello, unfortunately not. Now hub is still in state “Not activated” after I tried re-register it back. There is no sim card but I asked engineer on site connect pc to RUT300 lan. I checked via remote is it working and all seems good as far as know. In factory network they see the hub. Maybe it’s something with the security of their network?
Greetings, @Klaudijus,
Thank you for the additional details.
Could you please confirm whether the RUT300 currently has an active internet connection, or if you are only able to reach it from the local network? You can verify this by logging into the WebUI and navigating to System → Maintenance → Troubleshoot. Under the Diagnostics tab, try pinging 8.8.8.8.
Regarding the Hub, you can also try re-pushing the certificates to the device (step 1) and downloading a fresh configuration file for your client (step 2), as shown in the screenshot below.
Additionally, check if the routes are set correctly and enable masquerading setting in Network → Firewall → Zones
Please let me know what results you get, and I’ll be happy to assist further.
Warm regards,
V.
I only can reach it locally. You mean connect to WebUI using remote computer yes? Because in rms i can’t do it. About re-pushing certificates to the device I also can’t do it because at first when I wanted connect to the device there was notification that i didn’t used it longer that 180 days so i need to re-download the configuration file. I downloaded it and after that route disappeared and device. I added route again but I wasn’t able to add device because it was offline(i guess). About zones i can’t confirm if everything is set up like in the picture, I need to log in and check. When I spoke to the customer, they said that they performed network updates a month ago. Of course, I don’t know what they changed, but this router was definitely working and was used in the past.
Hello,
For troubleshooting purposes, we will require more sensitive information from your end, such as the troubleshoot file, which may contain passwords, public IP addresses, serial numbers, and such. To avoid leaking this information, we have sent you a form to fill out, which you will receive in your e-mail inbox that you have registered your account with in the forums. In the Ticket ID field of the form, please enter the ID of this thread, which is 16811.
Thank you,
V.
Greetings,
Here is a short summary of the remote session,
During the remote session, initial issue was that the device was not able to connect to the RMS. Status: Down (failed to resolve hostname). After deleting the device from the RMS and adding it again and changing DNS settings to cloudflare DNS we managed to add the device to RMS and set it online. Initially, device that was offline in RMS was getting DNS settings from the wired wan internet source (different router). For now, issue seems to be resolved.
Kind regards,
V.
Hello,
Yes now it works fine. I’m very grateful for a help, because It helped to people who works in the factory make life much more easily. It always inheriting DNS address from wan, never had a problem, but like I said before I’m new at this.
Kind regards.
Klaudijus
Greetings, @Klaudijus ,
I hope this message finds you well,
I am glad that I could help. In case you need any additional assistance, don’t hesitate to let me know.
For now I consider this issue resolved.
Best regards.
V.
