I’m using several TRB255/256 and TSW202/212 devices. I have a similar issue across all of them as well as across multiple firmware versions. During initial startup or after an internet outage the RMS service shows “failed to resolve HOSTNAME” or a similar error. It appears if RMS DNS lookup fails even once the service stops attempting to connect again? I have to manually remote into the devices and hit the connect button to initiate the connection again. @Marija This is an older firmware but the device that is currently in error.
The error Failed to resolve hostname indicates that the device does not have an active internet connection at the moment. Each time your device loses internet connectivity, it will be offline in RMS.
Additionally, I you mentioned that your device is running an older firmware version. We recommend updating to the latest stable firmware, as it includes various fixes and improvements.
@Marija Yes I understand that the error means the DNS name could not resolve and the internet was briefly down. My issue is that when the internet connection returns the device continues to stay down in RMS requiring a MANUAL reconnect in the GUI. This issue is ubiquitous across all firmwares even the most current.
Could you please specify approximately how long you waited for RMS to automatically restore the connection with the router after it disconnects from internet?
I am not sure exactly how long the internet outages themselves last, most >30 min and < 2 hrs. The device will not reconnect to RMS indefinitely. Some devices have been offline in RMS for weeks until I manually reset the RMS connection.
To investigate the issue further, we will need some sensitive information from your devices. I have sent a form to the email address you used to register on the community forum. Once you fill out the form, I will contact you privately.
When filling out the form, please use “15476” as the ticket ID.
It appears to be a known issue that our developers are currently working to resolve. Once I have any news regarding when the fix will be available, I will let you know.
We apologize for any inconvenience this issue may have caused and appreciate your patience and understanding.
