Devices are marked offline in RMS

[simoon]

Hi,
i have 2 devices in RMS (RUT 360 and RUT 140) connected to RMS by 4G). The devices are doing a connection to the internet and every device conected to the local networt is working as expeced. But i cat access any device including the RUTs by RMS, they are marked as offline.
Is there a way to fix this remotly? or do i need to restart them on site?
Thanks for your helping.
Best regards
Alex

[Mattk]

Are or has these units always been on line with auto credit renewal set? Or have you recently activated new credits after the units have been offline before, during or after the recent RMS system upgrade?

[simoon]

The units were online in the 14 or 30 trial, than credids were added wich will expire at the 04.01.25. It was reachable for month without any problems until now.

[simoon]

And there is this…

[Mattk]

Had a similar issue but unsure if an identical to yours. See the following post that fixed mine

RUT241 not connecting through RMS

A RUT241 that has connected to RMS now no longer connects to RMS. What might cause this to occur? RMS connects to other devices ok (including other RUT241’s), RUT241 credit is ok, Service is On, Monitoring is ON, service is within expiry period, status remains RED? RUT241 is obviously powered and active as is continually updating cloud servers with data Any ideas on how to convince this (remote) unit the status to be GREEN?

Also with 2 devices and only one(1) credit left then without adding more credit resources only 1 device will remain connected through RMS. Your remaining credit (if auto credit is enabled) will be used on 4/1/2025 by at least 1 device

[jorgenb]

Sounds similar to my problem as well. I bought a 5 yr management pack but still offline on RMS and the device is 1500km away

RUT956 Remote WiFi accessable, but not RMS

I have a RUT956 set up to create a remote WiFi to which I have two Tapo cameras connected. I can access the cameras, so the mobile connection is OK, but when I try to access the device using RMS to modify some configuration, the RMS interface says the device is offline. It worked when I initially set the device up av few months ago and had credits. After futile attempts to buy some more credits from Shop - InstantBuyRMS without a VAT-number (that is stated as “optional”), I gave up and bought …

[simoon]

@Mattk thanks, i bought some new credits and so its 37 left, but the both routers are still offline. is there anything else i can do? or do the devices need a restart? which it is not nice because they are a 2 hour drive away

A bit strange is that the service switch is grey and i can not switch it.

[Martynas]

Hello @simoon,

Could you try sending the following SMS commands to the router:

1. <admin password> rms_off (to disable RMS)
2. <admin password> rms_on (to enable RMS)
3. <admin password> rms_connect (to reconnect to RMS)

Additionally, if needed, you can reboot the router with <admin password> reboot command.

I hope this helps to restore the connection.

[simoon]

Thanks, i tryed but it does not work, must something special be enabled on the router or does this normal work out of the box?

[Martynas]

Given that the previous suggestion didn’t help, you can attempt re-registering the devices to RMS. During the final “connection awaiting” stage of registration, send the following <admin password> rms_connect SMS command to the routers.

If the problem persists, feel free to reach out for further assistance.

Kind regards,