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,

6

Hi Martynas,

Unfortunately, I am still having problems.

I have re-registered devices, tried different firmware versions, I even set up a new RMS account with a different user name, password, etc., took a brand new RUT updated firmware to version 7.13.4 and 7.13.2, but still didn’t work.

Last night I took my last new RUT and updated to version 7.14.2, and again, no go.

At a loss as to what to try next.

Regards

7

Hello @nloveridge,

Could you please confirm whether these new devices have an active internet connection when you attempt to add them to RMS? Additionally, would it be possible for you to provide the connection logs and statuses visible on the RMS Device details page as well as from the WebUI (Services → Cloud Solutions) RMS page at the time the device was added but failed to connect? As already mentioned, I wasn’t able to view the images you previously shared.

Also, kindly double-check whether all the required details for adding the device to RMS (such as SN, MAC, password) were entered correctly without any typos.

Lastly, if possible, please provide the modem model (as seen in Status → System page) of the devices you’re having trouble adding to RMS.

Best regards,

8

Hi Martynas,

Also, forgot to mention that i have connected approx 10 RUT units to RMS with very little issue.

Yes, all attempts have been with working active internet connections.

image
image1520×277 14.6 KB

All details were checked and double checked, as previously mentioned I had done this a number of times with no issues.

Modem details

image
image752×236 9.7 KB

Kind regards

Neil Loveridge

9

Hi Martynas,

Has there been any progress with the solution to this problem?

It seems to have come about when firmware version 7.14 came out.

Regards

Neil

10

Hello @nloveridge,

Apologies for a delay, and thank you for following up.

If the issue is still present on your device, you could try executing the following command via CLI:

/etc/init.d/rms_mqtt restart

Or checking suggestions provided on the wiki article here: Why is my device offline / not activated on RMS? - Teltonika Networks Wiki

If the issue persists, we’ll need to continue troubleshooting this privately. You should have received a support request form in the inbox of the email address you used when registering on our forum. Kindly fill out that form, and please reference Ticket ID: 13528 when submitting it. Once that’s completed, we’ll get in touch directly via email to investigate the issue in more detail and work towards a solution.

Best regards,

11

Thanks Martynas,

I have raised the issue with our distributor.

Is this a general problem affecting many people or just me?

I have re-tried using firmware version 7.14.2, but there seems to still be some niggling issues to sort out so I have gone back to 7.13.

Regards

Neil