RUTx12 was active and working fine in production and stopped working on 20/01/2025 morning.
No changes were made.
The platform cannot validate this device’s authenticity. Please confirm whether the devices manufacturing information was inputted correctly. If this persists please contact support.
Event logs below :s
Event
Status code
Created at
Device is temporarily blocked.
17
2025-01-20 09:44:42
Failed to verify device.
113
2025-01-20 09:44:38
The device is redirected to the authentication system.
20
2025-01-20 09:44:34
Device is temporarily blocked.
17
2025-01-20 09:40:18
Failed to verify device.
113
2025-01-20 09:40:14
The device is redirected to the authentication system.
20
2025-01-20 09:40:10
Device is temporarily blocked.
17
2025-01-20 09:30:09
Failed to verify device.
113
2025-01-20 09:30:05
The device is redirected to the authentication system.
0
2025-01-20 09:29:58
Device is temporarily blocked.
17
2025-01-20 09:24:57
Failed to verify device.
113
2025-01-20 09:24:53
The device is redirected to the authentication system.
20
2025-01-20 09:24:50
Device is temporarily blocked.
17
2025-01-20 09:19:32
Failed to verify device.
113
2025-01-20 09:19:28
The device is redirected to the authentication system.
20
2025-01-20 09:19:24
Device is temporarily blocked.
17
2025-01-20 09:17:23
Failed to verify device.
113
2025-01-20 09:17:19
The device is redirected to the authentication system.
We are not getting any response via SMS so not sure if re-registering the device will work.
Can you check from your backend to see any issues with the serial number?
Unfortunately, we do not have additional logs beyond those available on your device. Regarding the “failed to verify device” log, in most cases, unregistering and re-registering the device in RMS resolves this issue.
Additionally, could you please confirm whether you have physical access to the device, or if it is located remotely?
This device is located remotely, and we are not receiving any response via SMS, making us slightly hesitant to proceed with re-registration in this case. Could you check your backend server to find the device’s serial number and determine why it was blocked initially?
Thank you.
During our site visit today, we observed that the device displayed all green lights. However, upon connecting our laptop to it, we discovered that all configurations had been erased. Could you explain the root cause of this behavior?
If all configurations were erased, it is likely that the device was reset to factory defaults. Please let me know if the IP address and password for the WebUI have also reverted to the default settings.
Also, could you please specify the device model and the firmware version currently installed?