Device showing offline in RMS

[peterinoz]

We have a couple of units showing offline in RMS even though we know they work as we can reach the devices that are connect to them.

We did run out of credits but have since purchased more and some units were offline came online but some are still showing as offline.

All options under managed services are enabled.

Unfortunately these modems are in remote areas so are not easy to get to.

Any ideas why this would be happening?

[Marija]

Hello,

Could you please try unregistering and then re-registering one of these devices to RMS and let me know if that helps? Thank you.

Best regards,

[peterinoz]

Hi Marija,

Thanks for the reply, I what you suggested and unregistered a device from the RMS and added it back in again and now it’s showing as not activated.

My issue as I have no way of physically getting to this modem as it’s over 1000 km’s away in a remote location

What can do now?

[Marija]

If the device has an active internet connection and the RMS service is enabled, it should connect automatically, though it may take several minutes. If the device is still not connecting, I recommend checking for any errors in the WebUI by navigating to Services → Cloud Solutions → RMS, if you have remote access.

If you’re unable to access the WebUI, please let me know. I can then send you a form to contact you privately regarding some sensitive information about your devices so we can proceed further.

Best regards,

[peterinoz]

@Marija

If the device has an active internet connection and the RMS service is enabled, it should connect automatically, though it may take several minutes. If the device is still not connecting, I recommend checking for any errors in the WebUI by navigating to Services → Cloud Solutions → RMS, if you have remote access.

If you’re unable to access the WebUI, please let me know. I can then send you a form to contact you privately regarding some sensitive information about your devices so we can proceed further.

Hi Marija,

Unfortunately I do not have remote access at all to the unit let me know what options I have.

[Marija]

Hello,

@peterinoz

we know they work as we can reach the devices that are connect to them.

Could you please clarify how you are reaching the devices connected to the Teltonika devices?

Additionally, I have sent you a form to fill out. Once completed, I will contact you privately. Please use “7857” as the ticket ID.

Best regards,

[Lucki]

Hello, i have the same problem. After expire and activating new credits the modem TRB143 remains offline. But the connected devices are reachable. The WebUI button is not activ (grey). The Firmware version is “TRB1_R_00.07.09”
kind regards, Ludwig

After 3-4 hours now the device is online .

[Marija]

Hello @Lucki ,

Could you please confirm if you are still experiencing the same issue with the devices, or if all of them are now online and the issue has been resolved?

Best regards,

[peterinoz]

Hi Marija

Yes still experience the same problem\

[Marija]

Hello,

You should receive an email regarding this issue shortly.

Best regards,

[Lucki]

Hello, yes, the modem is online again. But it took about 3-4 hours until the modem was online again. Is that normal?

[Marija]

@Lucki could you please confirm if you have pressed the “Connect” button in the WebUI under Services → Cloud Solutions → RMS?

[Lucki]

Hello, it was as follows:
Modem was initially switched off - subscription has since expired - modem switched on - new activation code entered - modem initially offline (no access to web UI possible, red dot next to model name) - only after 4 hours without any further action did the modem go back online. Now everything is working normally again.
Kind regards, Ludwig

[Marija]

Hello @Lucki,

Unfortunately, it is difficult to determine why it took 4 hours for the device to connect to RMS without a troubleshoot file. If you experience this issue again, please let us know on the forum so we can review the logs.

Thank you for your understanding.

Best regards,