Modem works but RMS connections dropped

NETWORKING SOLUTIONS
1

Hi,
I have 2 RUT956 devices currently deployed. They were both connected to RMS for over 2 months but they suddenly disconnected some days ago. Both modems work fine and MUST be connected to internet since I receive data from the devices locally connected to the modems.
I was reading that I could try unregister the device in RMS and try registering it back.
This did not work, the modem cannot be reached by the RMS platform.

Can you please advise?

Bests,

3

Hello,

Could you please clarify what you mean by the following statement:

When you unregister the device from RMS and then re-register it, do you go to Services → Cloud Solutions → RMS in the WebUI and click Connect?
If so, does the device successfully connect to RMS, or does it fail? If it fails, what is the error message shown next to Connection State on that same RMS page?

Best regards,

4

Hi Marija,
Thank you for your reply.

I do not have remote access to the devices, which are currently deployed on the field in a remote location.

In fact, I did not configure remote access to the GUI because I had RMS up and running.

But now on RMS the devices appear as offline, after being connected for a few weeks.

However, I know the RUT956 are on and connected to internet because I receive data from the devices locally connected to the routers.

How should I proceed?

Cheers,
Alberto

5

If your RUT956 devices have SIM cards inserted, please try the following steps after re-registering them to RMS:

  1. Send the following SMS from your phone to each router: <RUT956_password> rms_connect (e.g. admin01 rms_connect).
    This will attempt to manually initiate the RMS connection.

  2. If the devices still do not appear as active in RMS, please send this SMS to each router: <RUT956_password rms_status>.
    This will return the current RMS connection status.

Best regards,

6

Marija,
That helped. Thank you very much!

Alberto

7

Hello,

Glad to hear it helped!

If there’s anything else I can assist you with, please don’t hesitate to let me know.

Best regards,

8

Hi Marija,
I see that sometimes the device disconnects from RMS. When I send the SMS text <RUT956_password rms_status>, it replies with “Disconnected, Keepalive exceeded”.

Could you explain the meaning of that?

Thank you,
Alberto

9

Hello,

To investigate this issue further, I will need to review a troubleshoot file generated from your RUT956 device.
If you’d like to proceed, please fill out the form I’ve sent you. Once completed, I will contact you privately to continue the investigation. For the ticket ID, please use “13550”.

Best regards,