RMS is blocking Rutx50 after updating firmware

NETWORKING SOLUTIONS
1

Had to update the Rutx50 via reboot system and now RMS blocks connection. Tried adding again but error system already registered.
can deregister but afraid I will loose my 10 years monitoring I paid for. Think I only need authentication code but cannot find it.

3

Hello,

Could you please clarify what you mean by “RMS blocks connection”? What error message are you seeing, and where is it displayed?

For instructions on obtaining the authentication code, please refer to this post: RUT142 can’t add the device to RMS - #3 by Marija.

Regarding the management package, you will not lose it if you unregister and reregister the device to RMS.

Best regards,

4

RUTX50 is off line and message is "platform cannot validate this device authenticity. Status is “pending”. See this in RMS app and when log in via website.

Device is temporarily blocked is what I received at latest event.

When I go the configuration page in the modem, Services, RMS settings it is *running" and try to connect but get message device must be registered on RMS network.
I have the idea I need to complete Authentication code which I cannot find.

5

Thank you for the information. Regarding the device validation authenticity, the issue should be resolved once you unregister and then reregister the device back to RMS. Please give that a try and let me know how it goes.

Best regards,

6

Deleted the device and added it again entering the serial and MAC.
On the modem webpage I went to services and clicked “Connect” at the RMS settings.
Connection state is “down” (device not registered in RMS)
on RMS website I get Device status “Not activated” under the device.

7

I have sent you a form to fill out. Once completed, I will contact you regarding this issue. For the ticket ID, please use “11910”.

Best regards,

8

I am now online with the device. Request can be closed.

9

Good to hear that the issue is resolved!

Please don’t hesitate to reach out on the forum if you have any more issues or concerns.

Best regards,

10

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