I have an issue that, after updating the firmware we had an issue with connection to RMS not properly working. Thefore we tried then with a reset of the device and afterwards again with an update to the latest version (now 7.15).
However, we still have no connection to RMS, it just shows an error on the connection and also on the portal side I see “The platform cannot validate the device’s authenticity…” and in the event log “The device is temporarily blocked”.
The device is still the same as before the update and also has valid credits for long enough time period.
Check if you can see any message near the “Status” icon in Devices tab in RMS, next to the device in question.
If the device has an exclamation mark with an error message, and it states that service is disabled, please enable the service under Administration → Companies → View company details and if credits are available, please toggle the service on.
It shows the warning triangle at the device status in the list with the already mentioned text “The platform cannot validate the device’s authenticity…”
When readding the device, firstly check if you can access the device locally with that password.
Also, when you go to cloud solutions, in the device’s WEBUI, take the S/N and Lan Mac address from there, when readding the device in RMS.
With removing the device and adding it again, I was now successful to get the access back.
However, it was the first time I found now (hidden in all the other hints) the information that with removing and adding it new, I will not loose the assigned packages. This was the required hint to really try it.
And also not fully clear before trying it was that I can remove and add it again without any local action on the device. Great that it works, but even better would be to know this in advance (especially if there is not all the time someone locally on site).
