some of our devices that have management packs associated with are offline, although we have verified that their SIM is indeed online.
Here are some more details from one of the offline devices:
Under “Device” / “Set Pack” the management packs shows up as:
Current Management Type: “Paid Management pack 5y”
Service expires at 2029 October 25
Current Data Type: Company Data
Remaining Data: 0 Bytes
Under “My Account” / “Resource Summary” it says that we have 2.1 GB of “Company Data”.
The last connection attempt we have is from October 31:
Authentication was success. Waiting for Reconnection (Status Code 115).
What can be the cause for this problem? Do we need to assign the company data to the pack (as it says “0 Bytes remaining”).
We want to quickly help out a customer, but therefore we need reliable access to the device. We would be very happy if someone from the support team could help us out as this is urgent.
I did some research on the forum and it might be related to this issue, at least our logs look very similar to the ones posted in this thread:
The Firmware version is RUT9_R_00.07.06.6 and thus potentially affected according to the thread.
We can send SMS to the device via our ISP, but we can not receive responses.
Sending [RouterPassword] rms_connect did not solve the problem (at least until now).
We can not log into the device and check the RMS Status.
Is there anything more we can do? We could ask our customer to reboot the device. Would that trigger a reconnect to RMS?
RMS was and currently is the only way of remotely accessing our devices. Maybe we need to look for a more robust solution in the future.
Thank you for reaching out. The issue you’re experiencing may be linked to a recent RMS maintenance update.
To resolve this, please follow these steps:
First, I suggest restarting the RMS service on your device by sending the following SMS commands:
[password] rms_off
Wait 10 seconds, then send [password] rms_on
Finally, send [password] rms_connect
If the connection is still not present check the status of RMS with [password] rms_status
If your customer has access to the device’s WebUI, the above steps can also be carried out directly:
Navigate to Services → Cloud Solutions → RMS and manually restart the RMS connection.
Additionally, try connecting to the router’s CLI by going to System → Maintenance → CLI, logging in with root and the current device password, and running the following command: /etc/init.d/rms_mqtt restart
If the device remains offline, I’ve sent you a form to fill out. Please use “10520” as the ticket ID. Once submitted, we’ll contact you directly to assist further in troubleshooting and resolving the issue.
Thank you for the quick response. We have tried rms_on and rms_off, but this did not work.
After looking into the most recent backup and the SMS Configuration file, we found out that the command is “monitoringoff” / “monitoringon” instead of “rms_on” and “rms_off”. After sending these two commands, the device did reconnect.
Is this the “monitoringoff” / “monitoringon” command the default?
Thank you for the update and I’m glad your issue is resolved.
Yes, the commands “monitoringoff” and “monitoringon” were indeed used as the default SMS utility commands for legacy 06.x firmware versions. To confirm, are you certain that the device firmware version is currently 7.06.6? If so, it’s recommended to update to the latest available firmware version to ensure compatibility and improved functionality.
