RMS Authentication code required

Hi Suddenly I get a server refused connection error, strange / unexpected as everything has been operating ok able to log in via RMS etc . Locally RUT240 says the device may be blocked or unidentified error. See services rms settings authentication code required field with nothing in it. How do I get this code? and why is it no longer there or is this a new feature added by firmware up dated which was done a while back ver RUT2-R00.07.06.18 RMS flags device authenticity error, device manufacturing info in question. Also state image signature not present. Thanks for any Help

Hello,

Could you tell me what the status of the device is on the RMS page itself? If there’s a triangle besides the status column, could you send a screenshot of what it says? Could you also confirm that the device has an internet connection?

Regarding the authentication code - if it’s not visible / you cannot find it on the device information page on the RMS website, then it is not required, and the field in the WebUI can be left empty.

As a quick check, you may also attempt to simply follow these steps to see if that brings the device back up and running:

  1. Disable the RMS service under Services → Cloud Solutions → RMS → Connection Type: Disabled
  2. Unregister the device from the RMS system (Check the device => Press on “Actions” => Device => Unregister device(s))
  3. Re-enable the RMS service under the same tab as in step 1
  4. Re-register the device and press “Connect” in the WebUI. (To re-register, head to Management → Devices → “Actions” button → Add device(s))

If there’s any other valuable information that you think might help us out here, do let me know.
M.

Thanks for the info


The platform cannot validate this devices authenticity. Please confirm whether the devices manufacturing information was inputted correctly. If this persists please contact support.
yes device has internet connection.
under management/ devices i dont see a code
I can try the disable services and unregister however I dont want to run a risk of lossing the device please confirm ok to do

Hello,

This is usually due to the fact that the serial number, MAC address, or IMEI was inputted incorrectly when registering the device. You are OK to unregister the device; nothing major will happen, but make sure that when you register the device again, you’re entering the correct details.

Another big thing is with the password when registering, some users tend to insert their RMS account password, which is not correct. You must enter the current device password that you use to log in to the WebUI of the said device.

Let me know if it goes well, I’ll help you out,
M.

Hi Yes I have tried this appears to be trying to connect but is not coming on line as yet. I dont think any of the previous info entered was incorrect. Is was or had been previously working fine

Reports on device NO connection attempts made?

Hello,

I’ve sent you instructions to fill out. One of the fields will be “ticket ID” in which you can simply enter the thread number 13862

We’ll continue our conversation via email, as this will require further investigation from my end.

Regards,
M.