RUT241 can not add an esim: download failed 2

NETWORKING SOLUTIONS
1

Hello
Please
I’m following up on this ticket (https://community.teltonika.lt/t/rut241-can-not-add-an-esim-download-failed). After our private exchange (26113579.eu1.r.hubspot-inbox.com) and my two reminders by email, I have had no news. This is eSIM Free in France. Could you please help us? Because without it we can’t use your product.
Thank you in advance
fmg

2

FW version? Also, router has WAN connection?

4

Hello,

Could you please confirm if your device has a direct connection to the internet? This solution has helped resolve the issue for another user.

Additionally, I have checked HubSpot, and unfortunately, we have not received any emails from you.

Best regards,

5

Hello,
thank you for your reply.
Latest version of FW, WAN connection active. I’ve sent you a troubleshoot file that I can e-mail back to you, if you give me an address.
Here’s our exchange:

Hello,

Please,

Did you receive my last message?

Without your help, we cannot use your product.

Thank you in advance!

Fr. M. Georges

De : Frère Georges
Envoyé : vendredi 3 janvier 2025 15:28
À : support@26113579.eu1.r.hubspot-inbox.com
Cc :
Objet : RE: Regarding RUT241 eSIM issue

Hello,

please, did you find where our problem comes from? We can propose you to make a VPN to take the hand on our device RUT241 eSIM.

Thank you for your answer, otherwise we can not use your product.

Sincerely

Fr. M. Georges

De :
Envoyé : lundi 16 décembre 2024 09:12
À : support@26113579.eu1.r.hubspot-inbox.com
Cc :
Objet : RE: Regarding RUT241 eSIM issue

Hello,

thank you for your message.

here’s the log attached.

nice day

Fr. M. Georges

De : Networks Support <support@26113579.eu1.r.hubspot-inbox.com>
Envoyé : lundi 16 décembre 2024 09:08
À :
Objet : Regarding RUT241 eSIM issue

Hello,

Thank you for reaching out.

To troubleshoot your issue more precisely, could you please download and attach a troubleshoot file by replying to this email? The troubleshoot file can be generated and downloaded in the router’s WebUI by navigating to System → Maintenance → Troubleshoot.

We look forward to your response so that we may assist you further.

Best regards,

Thank you very much!
fmg

6

Thank you for sharing the information. Strangely, it still shows an empty chat on my side. If possible, could you please provide the ticket ID you used when filling out the form? I will reach out to the person you had a conversation with.

We apologize for any inconvenience caused.

Best regards,

7

Hello,
here is the message found on 13/12/2024:

Please complete the form and use “11041-1” for the ticket ID.

thank you

fmg

8

Hello,

We apologize for any inconvenience, but we haven’t received any of your emails on our end. I’ve sent you the form again—could you kindly fill it out using a different email address this time? Please use “11784” as the ticket ID.

Thank you for your understanding.

Best regards,

9

I have just sent the form.
thank you

10

the log file has just been e-mailed
I suggest you set up a VPN to take control of the device, as we had already spent a lot of time on it
thanks in advance for your feedback

11

Thank you for providing the troubleshoot package. I will forward it to our RnD team for further analysis. Once I receive any feedback from them, I will update you promptly.

We appreciate your patience and understanding.

Best regards,