I have a Rutm54 and a RutC54 and on both devices I recently lost all my eSim profiles. Device have latest stable firmware (as of 9. Sept 26) installed.
Any ideas, how this can happen? And how to avoid it?
Thanks for help.
Update with technical details, since this keeps happening:
Setup:
- RUTM54, firmware RUTM_R_00.07.24.3 (issue also occurred on the previous 00.07.23.8) – all eSIM profiles disappeared without any action on my side.
- RUTC54, firmware RUTC_R_00.07.24.5 – downloaded a new eSIM profile (Digital Republic), UI showed “eSIM added successfully”, but the profile never appeared afterwards.
Since this happened on two different devices, I don’t think it’s a hardware defect on a single unit. To rule out a UI display bug, I checked directly via SSH/ubus on the RUTC54:
ubus call esim.modem0 status '{}'
Result:
"active_sim": 3,
"pending_jobs": [],
"profiles": [],
"notifications": [],
"errors": []
So the profile list is genuinely empty on the eUICC chip itself – not just missing from the WebUI. No errors or notifications were logged either, even though the download was reported as successful.
I then forced a refresh:
ubus call esim.modem0 refresh '{"async":false}'
→ "status": 0 (success), but profiles stayed [] afterwards.
Also worth noting: active_sim is still reported as 3, even though there is no profile in that slot – so the device thinks a slot is active while it’s actually empty.
Has anyone else seen profiles vanish from the eUICC itself (confirmed via ubus/lpac), not just from the WebUI list? And is there a way to query the eUICC’s SM-DP+ notification history to see whether a delete notification was ever sent that I wasn’t aware of?
Happy to provide full logs if a Teltonika engineer wants to look into this.
Greetings,
Thank you for reaching out.
Regarding the RUTM54, could you please confirm whether any changes were made before the profiles disappeared, such as a firmware update, backup restoration, factory reset, or configuration change?
For the RUTC54, please confirm whether an alternative internet connection, such as wired WAN or Wi-Fi, was available during the eSIM download. During this process, the router switches from the physical SIM to the eSIM, so an additional internet connection is required to complete the download.
Does the issue persist when an alternative internet connection is available? If so, please connect to the router via SSH and run the following command before retrying the profile installation:
logread -f
Please leave this command running throughout the installation and capture the output, including any messages displayed after the WebUI reports “eSIM added successfully.” These logs will help us investigate whether the installation encounters an error that is not displayed in the WebUI.
Before sharing the logs, please remove any activation codes, credentials, or other sensitive information.
Kind regards,
T.
Thanks for the support. Here my findings:
RUTM54: The router had to be restarted due to a modem crash. The router showed: Modem not reachable and no connection was available. After switching power off/on, all eSim were deleted.
RUTC54: The eSim were deleted after inserting a phyiscal Sim card into slot 1. I tried to install another newly generated eSim and this time it fails with the error message: Profile installation failed due to authentication error. The eSim however is registered as installed. During installation the router was connected to my home network via WLan. Below you will find the log:
1828 Mon Sep 21 17:47:47 2026 daemon.info procd: Service event: type=instance.stop, service=rms_mqtt, instance=rms_mqtt
1829 Mon Sep 21 17:47:47 2026 daemon.info procd: Service event: type=service.stop, service=rms_mqtt, instance=-
1830 Mon Sep 21 17:47:47 2026 daemon.info procd: Service event: type=instance.start, service=rms_mqtt, instance=rms_mqtt
1831 Mon Sep 21 17:47:47 2026 daemon.info procd: Service event: type=service.start, service=rms_mqtt, instance=-
1832 Mon Sep 21 17:47:47 2026 daemon.info procd: Service event: type=instance.start, service=mobifd, instance=instance1
1833 Mon Sep 21 17:47:48 2026 daemon.info mobifd: [gsm.modem0] Starting modem settings init
1834 Mon Sep 21 17:47:50 2026 daemon.info procd: Service event: type=instance.stop, service=mobifd, instance=instance1
1835 Mon Sep 21 17:47:50 2026 daemon.info procd: Service event: type=instance.respawn, service=mobifd, instance=instance1
1836 Mon Sep 21 17:48:00 2026 daemon.info procd: Service event: type=instance.start, service=mobifd, instance=instance1
1837 Mon Sep 21 17:48:00 2026 daemon.info mobifd: [gsm.modem0] Starting modem settings init
1838 Mon Sep 21 17:48:02 2026 daemon.info procd: Service event: type=instance.stop, service=mobifd, instance=instance1
1839 Mon Sep 21 17:48:02 2026 daemon.info procd: Service event: type=instance.respawn, service=mobifd, instance=instance1
1840 Mon Sep 21 17:48:12 2026 daemon.info procd: Service event: type=instance.start, service=mobifd, instance=instance1
1841 Mon Sep 21 17:48:12 2026 daemon.info mobifd: [gsm.modem0] Starting modem settings init
1842 Mon Sep 21 17:48:14 2026 daemon.info procd: Service event: type=instance.stop, service=mobifd, instance=instance1
1843 Mon Sep 21 17:48:14 2026 daemon.info procd: Service event: type=instance.respawn, service=mobifd, instance=instance1
1844 Mon Sep 21 17:48:24 2026 daemon.info procd: Service event: type=instance.start, service=mobifd, instance=instance1
1845 Mon Sep 21 17:48:24 2026 daemon.info mobifd: [gsm.modem0] Starting modem settings init
1846 Mon Sep 21 17:48:26 2026 daemon.info procd: Service event: type=instance.stop, service=mobifd, instance=instance1
1847 Mon Sep 21 17:48:26 2026 daemon.info procd: Service event: type=instance.respawn, service=mobifd, instance=instance1
1848 Mon Sep 21 17:48:37 2026 daemon.info procd: Service event: type=instance.start, service=mobifd, instance=instance1
1849 Mon Sep 21 17:48:37 2026 daemon.info mobifd: [gsm.modem0] Starting modem settings init
1850 Mon Sep 21 17:48:39 2026 daemon.info procd: Service event: type=instance.stop, service=mobifd, instance=instance1
1851 Mon Sep 21 17:48:39 2026 daemon.info procd: Service event: type=instance.respawn, service=mobifd, instance=instance1
1852 Mon Sep 21 17:48:49 2026 daemon.info procd: Service event: type=instance.start, service=mobifd, instance=instance1
1853 Mon Sep 21 17:48:49 2026 daemon.info mobifd: [gsm.modem0] Starting modem settings init
1854 Mon Sep 21 17:48:51 2026 daemon.info procd: Service event: type=instance.stop, service=mobifd, instance=instance1
1855 Mon Sep 21 17:48:51 2026 daemon.info procd: Service event: type=instance.respawn, service=mobifd, instance=instance1
1856 Mon Sep 21 17:49:01 2026 daemon.info procd: Service event: type=instance.start, service=mobifd, instance=instance1
1857 Mon Sep 21 17:49:01 2026 daemon.info mobifd: [gsm.modem0] Starting modem settings init
1858 Mon Sep 21 17:49:03 2026 daemon.info procd: Service event: type=instance.stop, service=mobifd, instance=instance1
1859 Mon Sep 21 17:49:03 2026 daemon.info procd: Service event: type=instance.respawn, service=mobifd, instance=instance1
1860 Mon Sep 21 17:49:13 2026 daemon.info procd: Service event: type=instance.start, service=mobifd, instance=instance1
1861 Mon Sep 21 17:49:15 2026 daemon.info mobifd: [gsm.modem0] Starting modem settings init
1862 Mon Sep 21 17:49:21 2026 daemon.info procd: Service event: type=instance.stop, service=mobifd, instance=instance1
1863 Mon Sep 21 17:49:21 2026 daemon.info procd: Service event: type=instance.respawn, service=mobifd, instance=instance1
1864 Mon Sep 21 17:49:31 2026 daemon.info procd: Service event: type=instance.start, service=mobifd, instance=instance1
1865 Mon Sep 21 17:49:31 2026 daemon.info mobifd: [gsm.modem0] Starting modem settings init
1866 Mon Sep 21 17:49:35 2026 daemon.info procd: Service event: type=instance.stop, service=mobifd, instance=instance1
1867 Mon Sep 21 17:49:35 2026 daemon.info procd: Service event: type=instance.respawn, service=mobifd, instance=instance1
1868 Mon Sep 21 17:49:45 2026 daemon.info procd: Service event: type=instance.start, service=mobifd, instance=instance1
1869 Mon Sep 21 17:49:46 2026 daemon.info mobifd: [gsm.modem0] Starting modem settings init
1870 Mon Sep 21 17:49:50 2026 daemon.info procd: Service event: type=instance.stop, service=mobifd, instance=instance1
1871 Mon Sep 21 17:49:50 2026 daemon.info procd: Service event: type=instance.respawn, service=mobifd, instance=instance1
1872 Mon Sep 21 17:49:50 2026 daemon.err rms_mqtt[19179]: Registering device
1873 Mon Sep 21 17:49:51 2026 daemon.err rms_mqtt[19179]: Mosquitto connected
1874 Mon Sep 21 17:49:57 2026 daemon.info procd: Service event: type=instance.stop, service=rms_mqtt, instance=rms_mqtt
1875 Mon Sep 21 17:49:57 2026 daemon.info procd: Service event: type=service.stop, service=rms_mqtt, instance=-
1876 Mon Sep 21 17:49:57 2026 daemon.info procd: Service event: type=instance.start, service=rms_mqtt, instance=rms_mqtt
1877 Mon Sep 21 17:49:57 2026 daemon.info procd: Service event: type=service.start, service=rms_mqtt, instance=-
1878 Mon Sep 21 17:50:00 2026 daemon.info procd: Service event: type=instance.start, service=mobifd, instance=instance1
1879 Mon Sep 21 17:50:00 2026 daemon.info mobifd: [gsm.modem0] Starting modem settings init
1880 Mon Sep 21 17:50:02 2026 daemon.info procd: Service event: type=instance.stop, service=mobifd, instance=instance1
1881 Mon Sep 21 17:50:02 2026 daemon.info procd: Service event: type=instance.respawn, service=mobifd, instance=instance1
1882 Mon Sep 21 17:50:12 2026 daemon.info procd: Service event: type=instance.start, service=mobifd, instance=instance1
1883 Mon Sep 21 17:50:12 2026 daemon.info mobifd: [gsm.modem0] Starting modem settings init
1884 Mon Sep 21 17:50:14 2026 daemon.info procd: Service event: type=instance.stop, service=mobifd, instance=instance1
1885 Mon Sep 21 17:50:14 2026 daemon.info procd: Service event: type=instance.respawn, service=mobifd, instance=instance1
1886 Mon Sep 21 17:50:24 2026 daemon.info procd: Service event: type=instance.start, service=mobifd, instance=instance1
1887 Mon Sep 21 17:50:24 2026 daemon.info mobifd: [gsm.modem0] Starting modem settings init
1888 Mon Sep 21 17:50:27 2026 daemon.info procd: Service event: type=instance.stop, service=mobifd, instance=instance1
1889 Mon Sep 21 17:50:27 2026 daemon.info procd: Service event: type=instance.respawn, service=mobifd, instance=instance1
1890 Mon Sep 21 17:50:37 2026 daemon.info procd: Service event: type=instance.start, service=mobifd, instance=instance1
1891 Mon Sep 21 17:50:37 2026 daemon.info mobifd: [gsm.modem0] Starting modem settings init
1892 Mon Sep 21 17:50:39 2026 daemon.info procd: Service event: type=instance.stop, service=mobifd, instance=instance1
1893 Mon Sep 21 17:50:39 2026 daemon.info procd: Service event: type=instance.respawn, service=mobifd, instance=instance1
1894 Mon Sep 21 17:50:49 2026 daemon.info procd: Service event: type=instance.start, service=mobifd, instance=instance1
1895 Mon Sep 21 17:50:49 2026 daemon.info mobifd: [gsm.modem0] Starting modem settings init
1896 Mon Sep 21 17:50:51 2026 daemon.info procd: Service event: type=instance.stop, service=mobifd, instance=instance1
1897 Mon Sep 21 17:50:51 2026 daemon.info procd: Service event: type=instance.respawn, service=mobifd, instance=instance1
1898 Mon Sep 21 17:51:01 2026 daemon.info procd: Service event: type=instance.start, service=mobifd, instance=instance1
1899 Mon Sep 21 17:51:01 2026 daemon.info mobifd: [gsm.modem0] Starting modem settings init
1900 Mon Sep 21 17:51:03 2026 daemon.info procd: Service event: type=instance.stop, service=mobifd, instance=instance1
1901 Mon Sep 21 17:51:03 2026 daemon.info procd: Service event: type=instance.respawn, service=mobifd, instance=instance1
1902 Mon Sep 21 17:51:13 2026 daemon.info procd: Service event: type=instance.start, service=mobifd, instance=instance1
1903 Mon Sep 21 17:51:13 2026 daemon.info mobifd: [gsm.modem0] Starting modem settings init
1904 Mon Sep 21 17:51:16 2026 daemon.info procd: Service event: type=instance.stop, service=mobifd, instance=instance1
1905 Mon Sep 21 17:51:16 2026 daemon.info procd: Service event: type=instance.respawn, service=mobifd, instance=instance1
1906 Mon Sep 21 17:51:26 2026 daemon.info procd: Service event: type=instance.start, service=mobifd, instance=instance1
1907 Mon Sep 21 17:51:26 2026 daemon.info mobifd: [gsm.modem0] Starting modem settings init
1908 Mon Sep 21 17:51:28 2026 daemon.info procd: Service event: type=instance.stop, service=mobifd, instance=instance1
1909 Mon Sep 21 17:51:28 2026 daemon.info procd: Service event: type=instance.respawn, service=mobifd, instance=instance1
1910 Mon Sep 21 17:51:38 2026 daemon.info procd: Service event: type=instance.start, service=mobifd, instance=instance1
1911 Mon Sep 21 17:51:38 2026 daemon.info mobifd: [gsm.modem0] Starting modem settings init
1912 Mon Sep 21 17:51:40 2026 daemon.info procd: Service event: type=instance.stop, service=mobifd, instance=instance1
1913 Mon Sep 21 17:51:40 2026 daemon.info procd: Service event: type=instance.respawn, service=mobifd, instance=instance1
1914 Mon Sep 21 17:51:50 2026 daemon.info procd: Service event: type=instance.start, service=mobifd, instance=instance1
1915 Mon Sep 21 17:51:50 2026 daemon.info mobifd: [gsm.modem0] Starting modem settings init
1916 Mon Sep 21 17:51:52 2026 daemon.info procd: Service event: type=instance.stop, service=mobifd, instance=instance1
1917 Mon Sep 21 17:51:52 2026 daemon.info procd: Service event: type=instance.respawn, service=mobifd, instance=instance1
1918 Mon Sep 21 17:52:01 2026 daemon.err rms_mqtt[19400]: Registering device
1919 Mon Sep 21 17:52:02 2026 daemon.err rms_mqtt[19400]: Mosquitto connected
1920 Mon Sep 21 17:52:02 2026 daemon.info procd: Service event: type=instance.start, service=mobifd, instance=instance1
1921 Mon Sep 21 17:52:03 2026 daemon.info mobifd: [gsm.modem0] Starting modem settings init
1922 Mon Sep 21 17:52:05 2026 daemon.info procd: Service event: type=instance.stop, service=mobifd, instance=instance1
1923 Mon Sep 21 17:52:05 2026 daemon.info procd: Service event: type=instance.respawn, service=mobifd, instance=instance1
1924 Mon Sep 21 17:52:08 2026 daemon.info procd: Service event: type=instance.stop, service=rms_mqtt, instance=rms_mqtt
1925 Mon Sep 21 17:52:08 2026 daemon.info procd: Service event: type=service.stop, service=rms_mqtt, instance=-
1926 Mon Sep 21 17:52:08 2026 daemon.info procd: Service event: type=instance.start, service=rms_mqtt, instance=rms_mqtt
1927 Mon Sep 21 17:52:08 2026 daemon.info procd: Service event: type=service.start, service=rms_mqtt, instance=-
1928 Mon Sep 21 17:52:15 2026 daemon.info procd: Service event: type=instance.start, service=mobifd, instance=instance1
1929 Mon Sep 21 17:52:15 2026 daemon.info mobifd: [gsm.modem0] Starting modem settings init
1930 Mon Sep 21 17:52:17 2026 daemon.info procd: Service event: type=instance.stop, service=mobifd, instance=instance1
1931 Mon Sep 21 17:52:17 2026 daemon.info procd: Service event: type=instance.respawn, service=mobifd, instance=instance1
1932 Mon Sep 21 17:52:27 2026 daemon.info procd: Service event: type=instance.start, service=mobifd, instance=instance1
1933 Mon Sep 21 17:52:27 2026 daemon.info mobifd: [gsm.modem0] Starting modem settings init
1934 Mon Sep 21 17:52:29 2026 daemon.info procd: Service event: type=instance.stop, service=mobifd, instance=instance1
1935 Mon Sep 21 17:52:29 2026 daemon.info procd: Service event: type=instance.respawn, service=mobifd, instance=instance1
1936 Mon Sep 21 17:52:39 2026 daemon.info procd: Service event: type=instance.start, service=mobifd, instance=instance1
1937 Mon Sep 21 17:52:39 2026 daemon.info mobifd: [gsm.modem0] Starting modem settings init
1938 Mon Sep 21 17:52:41 2026 daemon.info procd: Service event: type=instance.stop, service=mobifd, instance=instance1
1939 Mon Sep 21 17:52:41 2026 daemon.info procd: Service event: type=instance.respawn, service=mobifd, instance=instance1
1
Hello,
Thank you for sharing your findings and the log.
The “Profile installation failed due to authentication error” message indicates that a connection has been established, but the operator is declining the authentication request.
Please verify that you are using the correct activation code provided by your operator. It should follow this format:
LPA:1$operator.com$ABCDE12345
Please also confirm with your operator whether a PIN or a confirmation code is required to complete the installation.
Regarding the profiles disappearing from the RUTM54 after a power cycle and from the RUTC54 after inserting a physical SIM card, I will forward your findings to our R&D department for further investigation.
Thank you for your patience.
Kind regards,
T.
Thanks!!
Regarding the installation error: Before the failure I could install eSim from this provider without any further authentication. And if the eSim fails to install, the eSim would still be available and not marked as installed at the provider. I can generate a new eSim, get the activation code, but after the mishappened installation, the eSim is activated and I cannot install it on any other device.
I assume, that the eSim is installed on the router, but for any reason (perhaps the router is aware that the eSim is not installed correctly) the eSim is installed automatically (without any intervention from my side) a second time and this brings up the authentication error as the eSim is already marked as installed.
Hello,
Thank you for providing these details and explaining the sequence of events.
To help us investigate further, would you be able to generate a new eSIM activation code and try installing it on the router once more?
If the same authentication error appears, please download a troubleshoot file by navigating to System → Maintenance → Troubleshoot. Generating this file shortly after the error occurs would help us review the relevant device logs and better understand what happens during installation.
Once you have the file, please let us know. We’ll get in touch privately to arrange to collect it.
For your privacy, please do not upload the troubleshoot file publicly to the forum, as it may contain sensitive information.
Best regards,
T.
Hello,
I just tried to install a newly generated eSim. Same authentication error showed up. I have downloaded the troubleshooting file and it will be available.
Regards