Critical Issue - Remote Access to RUTM50 and RUT901 Routers (Firmware v7.12 & v7.13)

[eliran_e]

Dear Teltonika Support Team,

Over the past several weeks, we’ve encountered severe issues affecting our business operations involving Teltonika routers, specifically models RUTM50 and RUT901.

We have multiple remote sites utilizing these routers, and recently we upgraded their firmware versions to 7.12 and 7.13. After upgrading, we’ve consistently experienced significant difficulties accessing the routers remotely via their external IP addresses.

When physically connected within the internal network, accessing the management interface is functioning normally. However, the remote management interface has become extremely slow and, in most cases, fails to load entirely.

Due to the critical impact on our operational capabilities, we kindly request your immediate assistance in addressing and resolving this issue urgently.

Please advise on further troubleshooting steps or provide guidance to resolve this as soon as possible.

Thank you very much for your prompt support.

Best regards,

[Martynas]

Greetings,

Thank you for reaching out.

The first step I’d recommend is updating the devices’ firmware to the latest 7.13.2 version (if feasible, without selecting the Keep settings option), as version 7.13 had a major bug affecting the ping reboot service.

Please note that updating without the Keep settings option will reset all configurations, so ensure to enable remote HTTP/HTTPS access after the update.

Additionally, could you check if your devices’ public IPs can be pinged from remote sites? For testing purposes, you can also perform a traceroute to the router’s external IP address from your remote location. On Windows OS, the command would be:

tracert <public IP>

This can help identify possible network connectivity issues or latency problems.

Best regards,