RMS not activating

NETWORKING SOLUTIONS
1

I have been using the RUT-956 and RMS for a number of sites around the state of South Australia.

I recently added another four units to my account, but they don’t appear to be activating. I have carried out the same set up as I have done for the previous 15 units with no problem.

Would you be able to advise?

Regards

Neil

3

Greetings,

Could I kindly ask you to check a couple of things to help narrow this down:

  1. Do you have a sufficient number of RMS credits remaining to assign to these additional 4 units?
  2. When adding the devices, does an Authentication code appear at the final step of the device registration process?
  3. Have you tried either:
  • Pressing the Connect button from the RMS WebUI on the device itself (Services → Cloud Solutions → RMS), or
  • If you don’t have local or remote HTTP(S) access to the device, sending an SMS command: <admin password> rms_connect to initiate the connection manually.

If you could check these points and let me know the results.

Best regards,

4

Hi Martynas,

Answers to your question…

  1. Do you have a sufficient number of RMS credits remaining to assign to these additional 4 units?

Yes

  1. When adding the devices, does an Authentication code appear at the final step of the device registration process?

Not that I recall, the process of adding a new device seems to end with the screenshot below, there are no error messages, and RMS states it is waiting on a response from the RUT

[image]

  1. Have you tried either:
  • Pressing the Connect button from the RMS WebUI on the device itself (Services → Cloud Solutions → RMS),

Yes, but makes no difference. It starts by connecting, but then reverts to error messages below.

[image][image]

  • If you don’t have local or remote HTTP(S) access to the device, sending an SMS command: <admin password> rms_connect to initiate the connection manually.

I currently have a local connection until the end of this week, at which point we need to install them in remote locations.

Additional information.

I have followed the same configuration process for the previous 14 units and have noticed no major problems. I have observed a slowing down of the RMS connection process (i.e. adding a new device ) in the latest batch of RUTS.

[image]

I am using firmware version 7.13.4. I tried using the latest version, but it prevented me from adding the internal memory card.

I did try unregistering the devices and re-adding them, but this failed to work.

Kind regards

Neil Loveridge

5

Hello,

Apologies for a delay. I just wanted to check in and ask whether the issue with adding the devices to RMS is still present or if the devices have successfully connected since your last update.

To clarify, are these the new devices that haven’t been added to RMS before? If so, there’s a known issue affecting devices running newer firmware versions, where the process of adding them to RMS can take a considerably longer time than usual. In some cases, it might take an hour, two, or even longer before the device establishes a successful connection, but it does eventually connect, assuming the registration credentials (serial number, MAC address, password) have been entered correctly.

For now, if those details were correct when registering the devices, I’d recommend allowing some additional time for the devices to initiate their connection to RMS.

Also, it seems that your attached screenshots didn’t come through. Could you reattach them so I can take a look at the errors you saw?

Best regards,