Lost access to RMS pack and data

[jportway]

Hi,

In this post : RUT241 showing offline in RMS, but online in webUI

I was asking how to manage a router that kept disconnecting from RMS. I was told to unregister the router and reconnect it, and assured that I wouldn’t lose access to any management packs. I unregistered the router as suggested and completely lost contact with it.

I now have to fly to the location of the router to replace it. I have lost confidence in that router and so have bought a new one to replace it with. However, despite the assurance of the tech support person, I DO seem to have lost the management pack and data pack that were associated with the old router.

It was a ten year RMS pack that had only been used for a few months. Under these circumstances I don’t think I should have to buy a new management pack and data pack.

There doesn’t seem to be any way to communicate directly with technical support to recover the management pack other than posting on this forum.

What should I do?

[Marija]

Hello,

We apologize for any inconvenience. I have sent you a form to your email to complete, and once it’s done, I will contact you privately regarding this issue. Please use ‘10288’ as the ticket ID.

For the device that is not reconnecting to RMS, if the SIM card is inserted, I recommend sending an SMS with <router_password rms_status> to check the connection status to RMS. You can also send <router_password rms_connect> to force the device to reconnect to RMS.

Regarding the RMS pack, it should not be lost after re-registering the device to RMS. I will contact you privately to request some information about your account and check everything

Best regards,