RMS Remote Access - Cannot log into remote devices

Networking Solutions Issue
1

I have recently come across a problem with RMS Remote Access where I am able to reach the webui of APs connected to RUTX12 however after entering username and password to login to the device I am getting “connection unsuccessful”. The same issue affects all my remote access devices so I am no longer able to manage them. The RUTX12s webui are OK to access it is only the Access Points and Repeaters connected to the routers that cannot be logged into.

I’ve tried removing and re-adding the devices for Remote Access but still the same issue. This happens for HTTP and HTTPS access while SSH access is OK.

2

Going through all my devices I found that Altai C1n APs, Altai A2 APs and Altai A3 Indoor APs have this issue. The Altai C260s are accessible so appears to be an issue with device firmware/software. I’ll run updates when I access the devices on site and see if that resolves the issue.

3

I just checked Altai A2 and Altai C1n devices have the latest firmware installed and no more updates available. I suspect some update to RMS Platform may have caused this issue?

4

Login page loads

image
image1889×1009 86.5 KB

But when “Login” button clicked I get

image
image1885×1016 75 KB

6

Hello, @hkopapa,

My apologies for the delayed response.

Could you please confirm whether the issue is still occurring and whether you still require our assistance with it?

I look forward to your reply.

All the best,
V.

7

Hi Vilius,

Yes the issue still persists and we are at a disadvantage given that all maintenance and management of affected devices are limited to on-site login which is inconvenient given our installation sites are at remote locations.

We still require a solution to the issue. Note that I have tried the RMS VPN Hub option however, the RUTX12 routers cannot establish a connection with the VPN server through Digicel PNG ISP network. I assume this is likely due to CGNAT and maybe UDP port blocking at the ISP end.

8

Hello,

For troubleshooting purposes, we will require more sensitive information from your end, such as the troubleshoot file, which may contain passwords, public IP addresses, serial numbers, and such. To avoid leaking this information, we have sent you a form to fill out, which you will receive in your e-mail inbox that you have registered your account with in the forums. In the **Ticket ID** field of the form, please enter the ID of this thread, which is 20103.

Please let me know once you filled out the form.

Thank you,
V.

9

Hi Vilius,

The form has been submitted with thread ID as Ticket ID

10

Hi Vilius,

Any update on this?

Thank you.

11

Hi, @hkopapa

I sent you additional email, could you please confirm if you received it?

Kind regards,
V.

12

Hi Vilius,

Do we have an update on this issue?

Regards

13

Greetings, @hkopapa ,

I hope you’re doing well,

Further instructions were provided via email, could you please check your inbox?

Best regards,
V.

14

Apologies, will check and revert.

Regards,

15

Hi again Vilius,

Sent reply to your email. Apologies again for the delay. I’ve extended the link duration to 14 days.

Regards

16

Greetings,

Thank you for providing the requested information.

I have forwarded the provided details to our R&D team for further investigation. I will keep you informed and provide an update as soon as I receive further information regarding the matter.

All the best,
V.