I just purchased a second hand unit for testing. I’ve setup my RMS account and purchased 12 credits.
When trying to add the device I receive the message:
Device with [Serial Number] at line 1 could not be added. Please contact support for more information.
Is it possible that this device needs to be unregistered before I can add it to RMS?
Could you please advise how I can do this.
First, make sure that the device is running the latest firmware version. Then, access the WebUI of the device and navigate to Services → Cloud Solutions → RMS. There, you can pres the ‘unregister’ button to unregister the device from RMS.
If the issue persists, it is likely that you will need to provide additional information to resolve this issue. Due to the public nature of this forum, private communication here is not feasible. Thus, if the above suggestion does not resolve the issue, it is suggested that you contact your designated sales manager or reseller from whom you have purchased the device to continue communication privately. If this is not feasible for you, you can fill in a ‘contact us’ form here.
Thank you for taking the time to answer, very much appreciated. I have upgraded the device to the latest firmware ( [RUT2_R_00.07.04.5_WEBUI.bin ). I am afraid that I am not presented with the ‘unregister’ button when in the Services → Cloud Solutions → RMS menu. I am only presented with the option to ‘Connect’.
I have completed the ‘contact us’ form including my serial number and MAC address in case you may be able to help that way?
Thank you. I’m guessing the information I provided in the contact form was enough to get things working! Very impressed with the service and thank you for helping me out so quickly.
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