Hi,
I have a RUT956 deployed at sea. It was connected to RMS for 2 weeks but it suddenly disconnected 5 days ago. The modem works and is connected to internet, since I receive data from the devices locally connected to the modem.
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 advice or eventually contact me in private to help me debug what is going on?
Thanks,
Alberto
Good afternoon,
Please check what firmware version is installed in the devices, and install the newest one.
Check if you can see any message near the “Status” icon in Devices tab in RMS, next to the device in question. If an error message occurs, please send a screenshot here.
If the device has an exclamation mark with an error message, and it states that service is disabled, please enable the service under Administration → Companies → View company details and if credits are available, please toggle the service on.
Please also advise if you have any remaining credits in RMS → Companies → View company details.
Also please double check the S/N, Mac, and IMEI are correct when you add the device. Double check the current password of the device. Potentially remove them, and try to add them again.
Regards,
Arturas
Arturas,
thanks for your feedback.
Since the modem is not reachable, I believe most of your suggestions cannot be tested.
I have unregistered the devices and when I try to register it back it hangs here:
So now the device appears as Not activated in my RMS account.
The device was previously enabled with a 5 years management pack expiring in 2030, so credits should be the issue here.
Here below is the last information I got from the modem in my account:
Firmware: RUT9M_R_00.07.12.3
Connection type: 3G (WCDMA)
Modem firmware: EC25EUXGAR08A15M1G_20.200.20.200
Last connection: 2025-04-10 16:15:29
I have a lot more information concerning the SIM card, IMEI, etc.
Can you please advise?
Best regards,
Hi,
on Wednesday 16th April evening another RUT956 modem disconnected from RMS. I see that at last connection, it was on 2G (EDGE). Firmware RUT9M_R_00.07.12.
I logged all data via the RMS on my servers so we could examine those.
Is there a chance you contact me privately for this?
Best regards,
Alberto
Hi, any update here?
Thanks,
Alberto
Hi, a third device connected to my RMS account and with a 5 yrs management pack also disconnected this morning. This time I can’t even reach the device connected to it.
Can you please provide some support quickly?
Best regards,
Hi, can you please provide an update?
Best regards,
Alberto
Hi,
can you please provide an update. This is getting very critical for us..
Thank you,
Alberto
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