We run out of credits for one of our RUTX50. During that time a factory reset was done and the password to log into the router was changed. Now we got new credits but the device cannot connect to the RMS (warning “The platform cannot validate this device’s authenticity”). I assume this is because of the changed password. How can we change it in the RMS so that the device can reconnect?
Hello,
The error you provided sometimes occurs after performing a factory reset on the device. To resolve this, please try unregistering the device from RMS and then registering it again.
Once the device is online in RMS, you will be able to change the password. For detailed instructions, please refer to our wiki: How to change password(s) for device(s) in RMS?
Best regards,
Do we loose the activated credit when unregistering and adding the device again?
Hello,
You will not lose any credit.
Best regards,
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Hello Marija,
We unregistered our device and registered it again with the new password. It is still not connecting with RMS. I checked the settings over again (serial, LAN MAC, login credentials, IP, connection type enabled). When login into the router (via cable) the device says: “Server refused connection. The device may be blocked or unidentified.” Could you please help us?
Best, Verena
Hello @LAFO,
I just wanted to follow up on this and ask whether the initial issue with RMS device validation after factory reset was resolved. Also, to clarify, when the device is registered to RMS and a factory reset is performed, all the settings (including the changed default password) made along with the RMS connection certificates are removed. Therefore, in such cases, the device has to be re-registered to RMS.
If you would want to have access to the device through RMS after the reset, then a system default reset should be performed, where in this scenario all the settings except RMS data (including necessary certificates), logs, and SIM pin will be deleted; however, device re-registering won’t be required, and you will have access to change the password immediately after it is reconnected to RMS.
System default reset setting:
Let me know if the issue was resolved or further assistance is needed.
Best regards,
Hello Martynas,
Thanks for your reply. We did a factory reset in April and the router was running again but did not connect to RMS. This weekend the router stopped working. After entering the SIM pins it started working again and also finally connected to RMS. We’re still investigating what happened on the weekend (there was a power issue and it looks like a system reset but nobody was on the field where the router is installed) but luckily now everything works well.
Many thanks for the support.
Verena
Hello @LAFO,
Glad to hear the issue has been resolved!
Please don’t hesitate to reach out if the issue reoccurs or if you need help with anything else.
Best regards,
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