RMS connection failure to connect to registered new device

NETWORKING SOLUTIONS
1

cannot connect RUT951 to RMS

  • have re-registered and de-registered several times.
  • have credit on account
  • have the latest firmware
  • -when forcing connection vi web GUI I get “Failure (Server refused connection. The device may be blocked or unidentified)”
  • cannot add Authentication code within the device because on RMS the device is “not activated”

please advise

2

Hello,

Thanks for reaching out to us!
Can you please unregister the device from the RMS and please perform the below steps.

  1. SSH into your router
  2. Go to the log folder using the command: cd /log/
  3. Run command: rm log.db
  4. Run command: /etc/init.d/eventslog restart

After that just reboot your device and try registering to the RMS.

Please let me know if the issue persists.

Regards,
Caner

4

Thanks, Caner, I will try this today.
so far with the re-registering processes I have lost 4 credits for the same unit. as each time I attempt the connection a credit is applied to the same unit. is there a way to reimburse these?
thanks
J

5

Hi @jacksonshanks,

you’d better wait until RMS is stable again. Since last Wednesday they
are having major troubles after a mishap during systems maintenance.
Have a look at e.g. this thread.

Regards,
Timelapse Admin

6

Good day,

i become not a code for my Rutm08, to register in RMS. the hardware is new and not used, firware is the last !

7

Hey Ask-sys!

Thankfully you didn’t become a Code, that wouldn’t be healthy! :slight_smile:

You didn’t receive any Code probably because RMS has some issues at the moment, and I would not recommend adding devices at the moment. As you can see in other threads, there are multiple people reporting this issue. Also, it’s maybe not smart to share information within your screenshots, like MAC address, serial number, name, and company name.

Kind regards,

8

Just keeping track here if there are others not getting their authentication code for thier devices or remain in an “inactive” state after adding to your RMS.

refrain from re-applying and troubleshooting as we need the full system to stabilise.

see links above from other members when you can see the ongoing issues.

for once its not you its them

if anyone has success registering new devices please let me know so I can get on with my tasks at hand.

9

Hello everyone,

Update on Current Situation

Following recent maintenance, we encountered unexpected issues with connections from devices using older firmware versions, initially identified as versions prior to 07.07. The system experienced difficulty managing the abnormal connection attempts from these devices, leading to unstable connectivity across the platform.

Over the weekend, we implemented a temporary solution to stabilize the system while our team continues developing a more robust, long-term fix. This has allowed many devices to reconnect, though full operational performance has yet to be fully restored.

For critical devices, a potential temporary workaround is to retry connecting to RMS through WebUI, CLI, or SMS commands where applicable.

We sincerely appreciate your patience as we work to resolve this issue as quickly as possible. Further updates will be shared when system stability is fully achieved.

Thank you for your understanding.

10

thanks for the update here.

to be clear I am having this issue wi th a brand new unit with the newest firmware, no mater how I try to connect and register the new device, it still
-take up use of a credit
-fails to become active. neither red or green. stays black

please let me know when this is resolved to avoid wasting more credits here

11

Hello,

Newly registered devices stay inactivated (they have a grey status symbol) until they make the first connection attempt to the RMS.

Instead of waiting for devices to do this automatically, you can try forcing it:

For: FW 07.x (RutOS)

  1. If the device is accessible physically, login to the WebUI, and Navigate to Cloud Solutions → RMS. And click “Connect”.
  2. Or send an SMS command to force reconnection: “ rms_connect” and wait for a minute. More about sending SMS commands: RUT950 Mobile Utilities - Teltonika Networks Wiki
  3. Check for RMS status inside the device after forcing the connection attempt with SMS message: “ rms_status”
  4. If it shows Failure “Server refused connection. The device may be blocked or unidentified”, repeat step 2.

For: FW 06.x (Legacy)

  1. Send an SMS command to do a service restart and reinitiate the connection:
  2. Send “ monitoringoff”
  3. After a few moments “ monitoringon”. More about sending SMS commands: RUT950 SMS Utilities (legacy WebUI) - Teltonika Networks Wiki

Best regards

12

thanks for this engagement.
to be clear I have been trying to force this connection for the last two days with no change.

in my original comments " * -when forcing connection vi web GUI I get “Failure (Server refused connection. The device may be blocked or unidentified)”"

I have reset the unit and re registered the unit many many time now with no change.

please advise

13

Good day,

To day all my devices are online, and I have one new registered with no problems.

14

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