RMS stuck: device Online + Connected but monitoring data frozen since 2025-09-24 (RUT901, after interrupted FW update)

Networking Solutions Issue
1

Hi all,

I’m looking for ideas on an RMS issue with a single RUT901 (FW RUT9M_R_00.07.24.3) in a fleet of 36 devices. I have also submitted the support contact form today, but any field experience would help.

The problem
RMS stopped updating this device’s monitoring data on 2026-09-24. “Information updated at” is frozen at that date, the Firmware field shows “-”, and uptime / mobile IP are stale. The other 35 devices in the same account update every minute.

What’s strange

  • The device shows Online in RMS, Management service Active, Monitoring on, paid Management pack valid until 2029.
  • Remote WebUI and CLI through RMS work fine, so the RMS tunnel is clearly up.
  • On the router: Services > Cloud Solutions > RMS > Connection state Connected, Next connection after 00:00:00.
  • The router itself is healthy: 4G, -47 dBm, Data connection Connected, uptime resets normally.

Already tried (no change)

  • Router > RMS > Reconnect: “Reconnection attempt was successful”, Connecting > Connected.
  • RMS > Device > Actions > Update device information: “Device information updated successfully” is logged as a Force Update event, but the data stays frozen.
  • Verified Monitoring is on, credits/pack OK, power OK.

Possible cause
On 2026-08-31 a firmware update started from RMS first ended with Timeout, then was restarted and reported “Successfully started firmware update process”. The Firmware field in RMS has been empty ever since, and monitoring stopped completely on 09-24. My guess is the device record got stuck on the server side after that.

This looks similar to topic #18629 (stale uptime / last_update_at on one device), but in our case it has not self-healed after 19 days.

Questions

  1. Has anyone seen RMS ignore monitoring reports from a device while the connection and remote access still work?
  2. Does Reset on the router’s RMS page (full re-registration) fix this, and does the paid pack / monitoring templates stay with the same serial?
  3. Is there any other way to force RMS to rebuild the device record short of Unregister + re-add?

Thanks!