Hi!
We have a RUTX50 in our company for productions on the road. Thus, it got some scratches to the back label. Unfortunately, we had to do a factory reset (due to other problems), but now we can’t log in to the machine anymore, as the default admin password is only partially readable. It has a custom default password (admin01 did not work).
Is there any way the default password can be obtained now? I can provide the Serial Number if needed.
Best regards
Karl
Hi,
Certainly, we can assist you with that. You should receive an email at the address you used to register on this forum, providing instructions on how to contact us privately. Once there, we’ll be able to help you with information about your device.
Best regards,
Marijus
Hi,
I received the link, but it asks for a “Community support form ticket ID”, what should I put there?
Best regards,
Karl
This number:
This topic was automatically closed after 15 days. New replies are no longer allowed.
Hello @karl,
We’d like to inform you about updates related to the issue where the label gets damaged, resulting in the device being locked and the password not being saved anywhere.
We have new products coming soon that will feature improved mounting options to avoid using velcro or similar stickers, which often lead to these situations. Until devices with anodized aluminum cases are available—allowing us to engrave key information—we plan to use higher-quality stickers to reduce the chances of this happening.
We understand that these situations can be frustrating and cause inconvenience. It’s important to highlight that we don’t retain credentials for extended periods due to the strict security standards we follow. While this may be inconvenient when the label is damaged, maintaining security is a top priority. Unfortunately, “safe” and “convenient” don’t always align, but we’re working to find the right balance and improve where possible.
As per standard procedure, if the default password is lost and access to the device is no longer possible, the correct step is to initiate an RMA process through the distributor. This ensures the issue is resolved securely and in line with our internal policies.
Additionally, when purchasing devices directly from us, there’s an option to receive a file containing device details, including passwords, at the time of purchase.
Best regards,
Hello @Marija,
thank you for reaching out again.
I fixed the issue with my particular device in the meantime (I used RMS to reset the admin password; luckily I registered the device once beforehand, otherwise the required MAC and Serial Number also would have been scratched…).
In November, I received a Product Change Notification Email which said that from December 2024, the engravings will be replaced by stickers again:
Does this mean that the switch to stickers is now being rolled back again soon in favor of engravings? That would be awesome—I am very happy with the other RUTX50 I use that has black casing with engraving on top and bottom, no stickers at all.
By the way, regarding the security measures, may I suggest to take inspiration from Mikrotik’s “consumer” devices: They have unique-per-device passwords (which are also not stored by them I think), that also persist after a full reset, but when flashed using their “Netinstall” tool, they have no password on first login. Of course, when being re-flashed, all potentially sensitive data is long gone, so no risk of losing security there. I think it should be possible to allow for TFTP flashing a firmware that has no admin password to regain control over the device. This would allow sufficiently advanced users to regain access to a device themselves, without possibly complicated RMA process.
I hope you or your colleagues could consider this idea, as—especially when there still is some time before we have engraved devices again—this issue is a real bummer.
Best regards,
Karl
(sent using a RUTX50 
)
Hello,
The engraving will be included once we have the appropriate panels available for the devices. Unfortunately, I do not have an exact timeline for this, but I will provide updates as soon as there is any news.
Thank you for your suggestion regarding the removal of the password after a reset. I will forward this to our Security and R&D teams for further analysis to determine if it can be implemented in future devices.
Please feel free to reach out on the forum if you have any additional questions or concerns.
Best regards,
Hello @karl,
I hope you’re doing well!
Thank you once again for your valuable feedback and suggestion.
I’ve consulted with our Security team regarding your idea, and unfortunately, we won’t be able to implement it due to the security requirements we adhere to. Ensuring the safety and integrity of our devices is a top priority, and the current criteria help maintain that.
We truly appreciate your understanding, and we’re committed to finding the best possible solution moving forward. If you have any other suggestions or concerns, please don’t hesitate to reach out.
Best regards,
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