Hi,
I have a RUT241 that seems to be having connection issues.
I’ve already unregistered it and tried to register it again, but now it’s still showing “Not Activated.”
No, I’m not in local, but I have saw the connection error and unregistered device message. Before unregister I could connect via VPN, but now I cannot create VPN…
This is a print before unregiter: <The image was deleted by the administrator as it contained sensitive information that was not meant to be shared publicly>
The password to access the device and the password registered for this device at rms, are the same?
Yes, the same.
As I already indicated, before unregister I could connect via VPN, and in the rms settings page when I have tryed with Reconnect botton the error message was unregistered device and to activate device.
Greetings, Henriques,
Thank you for your message,
I have deleted the screenshot that you posted, because it contained sensitive information. Please refrain from posting screenshots containing sensitive data.
Regarding your issue, could you please clarify some additional information so we could get to the bottom of this case:
- Could you please clarify the status of the device before it was deleted from RMS?
- Can you confirm the device has active and stable internet connection?
- Do you still have required resources (credits / management packs)? You can always check how much resources have left by following the steps in the screenshots:
For more detailed information about your current resources:
The resources should be visible in the area that is marked red:
Additional information for troubleshooting can be found here:
Looking forward to your reply!
Kind regards,
V.
Hello,
I understand, thank you for letting me know.
-The device was offline / not connected to RMS before it was deleted, but I was able to connect to our devices and also to the RUT via VPN.
- The device has a stable internet connection, both via cable and 4G.
- We have purchased a 10-year RMS Management Pack for this device, and we still have 7 credits.
Greetings, Henriques,
Thank you for your response,
Additional information that would be helpful to troubleshoot further:
-
Could you please provide us with screenshot of the device details page in RMS?
-
If there is a triangle with an exclamation mark right next to your device, please clarify the error message you see once you hover your mouse above it. If it says that the authentication code is needed, and in case you missed the authentication code during device registration, you can view it in the Device’s details page in RMS or by changing table settings in the Devices page to display the Authentication code column. If the code was not presented, ignore this step.
For more information, you can visit this article:
If the code was presented, it should be entered in the router’s RMS settings: Services → Cloud Solutions → RMS. Enter the code in the field highlighted in red in the screenshot below:
-
Once the code is added you can try to re-establish connection to the RMS server simply by pressing reconnect button on the right hand side of the screen.
-
Was any of the resources used on the device that you’re trying to add to RMS?
You can check if the resources were added to your device by going to Administration → Companies, then select your company and press on View company details button. Then you should see a similar window:
In the area marked in red, you should be able to see whether any resources were used and, if so, what kind they were.
- Additionally, if you have access to the device’s WebUI, could you please clarify the RMS status? You can find it in Services → Cloud Solutions → RMS. It should look similar to this screenshot:
When the device is offline, you should be able to see an error message in the area that is marked red.
Also, make sure that:
- Connection type is set as Enabled.
- Hostname: rms.teltonika-networks.com
- Port 15009 (default port)
You can reply to this message with a screenshot of your screen. Please make sure to blur out any personal information (e.g., serial numbers, company ID, etc.).
If the issue persists, I will provide further instructions through a private channel so we can continue troubleshooting in more detail.
Let me know how it goes!
Kind regards,
V.
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