RUT240 not accepting firmware update

I have 3 RUT 240s that are on remote sites. 2 have updated successfully from RUT2_R_00.07.02.4 to RUT2_R_00.07.05. On the third RUT 240 we get the following error: “Invalid Image. The uploaded image file does not contain a supported format. Make sure that you choose the generic image format for your platform.”

Trying via SSH I get the following:
Wed Nov 8 10:56:53 UTC 2023 upgrade: RUT2_R_00.07.05
/usr/libexec/validate_firmware_image: line 168: vDevice code mismatch: not found
Image check failed.
root@diabetes:/tmp# /usr/libexec/validate_firmware_image: line 168: vDevice code mismatch: not found

Looking at the Device Info page, the modem appears to have lost its device info:
Product code: UNKNOWNXXXXX
Serial number: 0000000000
Hardware revision: 0000
Batch number: 0000
Ethernet LAN MAC address: FF:FF:FF:FF:FF:FF
Ethernet WAN MAC address: 00:00:00:00:00:00

The System and Modem appear to be reporting correctly.
Looking on the firmware update page, the top bar near the logoff button reports FW Version: RUT2_R_00.07.02.1 yet the current Firmware version is reported to be RUT2_R_00_07.02.4, build date 2022-07-19 10:46:51.

Is there a way to recover the device Info or force the update through?

Many thanks


In order to resolve the issue that you are currently experiencing, additional provision of further confidential details is required. Hence, it is recommended that you reach out to your designated sales manager or the reseller from whom you acquired the device in question. They will be able to assist you in addressing this matter more effectively. Alternatively, you can reach out to us by filling out the Contact Us form here: Teltonika Networks - LTE Routers, Gateways & Modems for IoT
It should be noted, that in order to recover these devices, they should be physically reachable to you, as factory reset will be performed along with a few commands.
Thank you for your understanding.

Best regards,

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