We are having trouble connecting to RMS. RMS is set toenabled, and it times out after some time.
Here is the troubleshoot file. [redacted]
We tried pinging to rms.teltonika-networks.com from the router it times out, and the ping works for the other domain/IP.
Apologies for a late reply.
The pings to rms.teltonika-networks.com should not be possible.
Could you please clarify if the devices connect to RMS succesfully and then disconnect after some time, or they are not connecting at all?
Does the device has internet connectivity when the issue occurs?
If the device loses connection to RMS, are you able to reconnect the devices by rebooting the device or sending an SMS message to the router?
- <router’s_password> reboot
- <router’s_password> rms_connect
- <router’s_password> rms_status
If you have access to the command line of the device (instructions here), is the connection restored after executing the following command?
- /etc/init.d/rms_mqtt restart
Thanks for your reply.
I have followed your instructions to troubleshoot this problem, but I’ve been unsuccessful.
Here are the steps that I have tried by doing an SSH into the router:
root@Teltonika-RUT955:~# /etc/init.d/rms_mqtt restart
Command failed: Not found
root@Teltonika-RUT955:~# /etc/init.d/rms_mqtt stop
root@Teltonika-RUT955:~# /etc/init.d/rms_mqtt start
root@Teltonika-RUT955:~# /etc/init.d/rms_mqtt status
Here is the screenshot for your reference:
And here are the answers to your questions.
- Could you please clarify if the devices connect to RMS succesfully and then disconnect after some time, or they are not connecting at all?
No it does not connect at all, it starts by connecting and then makes no further progress.
- Does the device has internet connectivity when the issue occurs?
Yes, it very much has internet connection and we are able to browse internet, The device has two SIM cards in it with failover enabled & is only connected with SIM Cards with NO WAN
- If the device loses connection to RMS, are you able to reconnect the devices by rebooting the device or sending an SMS message to the router?
The device does not connect at all. I have provided you with the debug logs in my initial thread, if you could take a look at that, please.
Please let me know if you need any more details.
Note: This is a brand new Teltonika device that we purchased, and we have tried the factory result, but it has not helped.
Hi @AndzejJ /Teltonika Team,
Any progress here?
Apologies for the late reply.
Does the device have direct internet access, or is it located within a highly restricted network?
If the device is within a restricted network, please ensure that the ports on the firewall devices in the network allow access to the required ports and IP addresses. You can find the most up-to-date information on ports and IP addresses for RMS here.
In case the is not in a restricted network, then, to investigate this issue from the RMS side, we will likely require some additional information about your RMS company and RMS account. However, as this forum does not allow private communication, I recommend reaching out to your designated sales manager or reseller from whom you purchased the device. Once the team is provided with the necessary details, they will be able to investigate this issue for you.