RUTX11 RMS Settings Missing

[amadgwick]

Hello, I have a device here that is unable to connect to the RMS platform as the device settings are missing.

Running the command /etc/init.d/rms_mqtt restart does not resolve the issue.
This device is in use in the field, so a factory reset is not possible.
Upgrading the FW to 7.13.1 did not resolve the issue either.

As you can see in the below examples, the device is missing the info to connect:

[MatasR]

Greetings,

And what is the status of the device on the RMS platform itself? Could you provide screenshots of the device management window? Kindly blur out any sensitive information (serial numbers, IP addresses, and such).

I would also suggest trying to follow this procedure:

1. Disable the RMS service in the WebUI (change the Connection Type to “Disabled” and press “Save & Apply”
2. Unregister the device from the RMS portal
3. Re-enable the service from Step 1 and Save & Apply
4. Register the device again, when the device attempts to authenticate, hit the “Connect” button in the WebUI RMS configuration Window

Additionally, ensure that you have credits available in your company & the service toggle is enabled under Administration > Companies > Company details. Regarding the credits, you may ignore it if this device is new, as new devices receive a free trial credit for 1 month.

Thank you,
Matas.