we have RUT955 LTE-Routers connected to our RMS.
About a week ago one of the devices lost its connection to the RMS-Servers - on the RMS Side it says “The Plattform cannot validate this device’s authenticity”, on the device Side at the connection state section it says “Server refused connection. The device may be blocked or unidentified”.
I already tried re-adding the device to RMS but still getting the same errors.
Also tried to disable the RMS connection on the device, deleting the device in RMS, activating the connection and re-adding it - the problem persists.
I’ve sent you a form to fill out so we can continue our conversation in private, to avoid accidentally leaking any sensitive information. In the Ticket ID field, simply enter the thread’s number, which is 14140.
Just to confirm - are you receiving my emails? I’ve sent you a few already and noticed that you’ve created duplicate tickets, which I’ve closed; however, I’ve not yet received a response on the new one.
I am having the exact same error messages and issues with 2 new RUT956s I am trying to add to RMS. I already have configured 7 of them in the past and haven’t run into these issues before. Is there a solution for this issue?
In this particular case, it appears that the device’s log partition is full, and there is an issue with the file system. We’ve suggested that the user reflash the firmware of their device (basically do a reset without keeping the settings or do a hard reset via the Bootloader menu) and try re-registering the device then.
If your devices are new as you mention, then I believe your case is different from what the creator of this post is experiencing.
For you, I’d suggest trying to:
Reach the devices WebUI (if possible) - head to Services → Cloud Solutions → RMS and set the Connection Type to Disabled. This will disable the RMS service completely.
Unregister the devices from the RMS system
Re-enable the service, same as step 1, just set it to Enabled.
Register the devices back to RMS
If reaching the WebUI is not an option, you can opt for SMS messages instead, assuming your devices have SIM cards within them that support SMS messages (are not data-only):
Send an SMS message device_password rms_off ← Instead of “device_password” enter the WebUI login password instead.
Step 2 is the same as previously
Re-enable the service by sending the SMS device_password rms_on
Same as previously
If the above doesn’t resolve the issue, I’d recommend sending an SMS message of device_password rms_status and device_password status - You need to ensure that the status command returns information that the mobile connection state is connected. As for the rms_status command, I’d need to know what output it gives you.