Why is my device offline / not activated on RMS?

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RMS Troubleshooting guide

This guide is designed to help you identify and resolve the most common issues related to device and RMS connectivity. If you’re unable to resolve the problem or if the issue you’re facing is not listed here, please contact Teltonika Networks Support for further assistance.

1. ● Not activated | ● Offline

Devices showing up with gray status icon ● "Not Activated" means that devices haven't connected to the RMS. Devices that were just booted up, will connect in a few minutes (if there are no other issues), however, it may take up to 6 hours for devices to connect to the RMS if they were powered on, but were not connected to the RMS for a long time (device's RMS status is on standby mode).

Snippet from WebUI explaining connection attempt logic:

  • Enabled - RMS functionality is always on. When disconnected from RMS, the device will try connecting every 2-5 minutes (every 2 minutes the first hour; then every 5 minutes). If the device is disconnected from RMS for 14 days, it will go into Standby mode. When trying to connect to RMS without internet connection, the devuce will try to reestablish connection every 10 seconds.
  • Standby - The device tries to establish a connection with the server infrequently (6 hours in-between attempts). This is done in order to reduce mobile traffic. In order to start using RMS, user intervention is not necessary from the device's side. Worst case scenario - RMS connection will be established 6 hours after the device was added to RMS.
  • Disabled - RMS functionality is completely disabled; therefore, no connection attempts are made. In order to start using RMS, the user must enable the service on the device's side.



In such case, you can either wait for device to make an automatic connection attempt, or force it manually:

  • If the device is accessible physically, login to the WebUI, Navigate to Services -> Cloud Solutions -> RMS, and click "Connect".
  • If, however, it is located remotely, you can send an SMS command to force reconnection: device_password rms_connect and wait for a minute.
  • Then, on RMS side, check latest connection attempts logs in Device details page after the device gets a command to try reconnecting:

Additionally, check for any errors in RMS connectivity status on device side, in WebUI, Navigate to Services -> Cloud Solutions -> RMS and look into Connection state.
For other models, change the link to your device model: 

https://wiki.teltonika-networks.com/view/<YOUR_DEVICE_MODEL>_Cloud_Solutions#RMS
  • For devices located remotely, you can send an SMS command to the device to get connection status: device_password rms_status. For legacy OS send this SMS command instead: device_password monitoring_status
  • Note: The device must be using regular (not data-only) SIM cards to send a status response back to you.

More about sending SMS commands: https://wiki.teltonika-networks.com/view/SMS_Commands

Additionally, you can try checking if your device is able to reach required RMS IP addresses and ports, by executing these commands in device's CLI:

openssl s_client -connect  rms.teltonika-networks.com:15009 </dev/null
openssl s_client -connect  rms.teltonika-networks.com:15010 </dev/null
openssl s_client -connect  rms.teltonika-networks.com:15011 </dev/null

openssl s_client -connect 3.69.112.66:15009 </dev/null
openssl s_client -connect 3.69.112.66:15010 </dev/null
openssl s_client -connect 3.69.112.66:15011 </dev/null

openssl s_client -connect  18.196.62.30:15009 </dev/null
openssl s_client -connect  18.196.62.30:15010 </dev/null
openssl s_client -connect  18.196.62.30:15011 </dev/null

If you receive this result on the first line of the command's output, the device is able to reach RMS:
CONNECTED(00000003)

2. Warning / Error

Incorrect Password

During device registration you should input the current admin/root password. If it was incorrect, on first device's connection attempt to the RMS, the system will validate the password. If it does not match to the current admin/root password, RMS will display a red error triangle with an error message on your devicee: 

The device password that was inputted has not passed validation. Press here to input the correct password. Validation will be repeated during the next connection attempt.

In latest connection attempts log in Device Details page, this issue can be identified by "Failed to verify password".

While the RMS connection state in device's WebUI will display:

Down (Server refused connection. The device may be blocked or unidentified)

Or on older RutOS firmware versions you may see Failure instead of Down.

If the device is located remotely, send an SMS command to get the general status of the device device_password rms_status
Note: The device must be using regular (not data-only) SIM cards to send a status response back to you.


Solution:

  1. Click on and a password verification window will open.
  2. Input the correct current admin/root password.
  3. Click verify.
  4. Wait for device to make an automatic connection attempt or force it manually.

Or if you have multiple devices with this exact error:

  1. Select all devices with this error.
  2. Click
  3. Under Device, select Verify device(s).
  4. Input the correct current admin/root password for each device.
  5. Click verify.
  6. Wait for device(s) to make an automatic connection attempt or force it manually.

Service is disabled

If device's service is disabled on RMS, during its connection attempt to the RMS it will get denied and a gray warning icon with this status will be displayed: 

Service is disabled. This device will not connect to the system and information will not be updated. Please check your credit balance and device service status at 'Device' > 'Manage services' action.

In latest connection attempts log in Device Details page, this issue may be identified by "Device license expired".

This could have happened due to following reasons:

  • Credit expired while the device did not have auto-extend enabled to activate another credit.
  • Credit expired and there were no available credits to activate from RMS company's resource pool.
  • Management pack expired and you have to manually assign a new pack onto your device(s).



While the RMS connection state in device's WebUI will display: 

Down (Server refused connection. The device may be blocked or unidentified)

Or on older RutOS firmware versions you may see Failure instead of Down.

If the device is located remotely, send an SMS command to get the general status of the device device_password rms_status
Note: The device must be using regular (not data-only) SIM cards to send a status response back to you.

Solution (for credits):

  1. Click on and a Manage services window will open.
  2. Make sure you have available credits or management packs.
  3. Enable Service.
  4. Wait for device to make an automatic connection attempt or force it manually.

Or if you have multiple devices with this exact warning:

  1. Select all devices with this warning.
  2. Click
  3. Under Device, select Manage services and a Manage services window will open.
  4. Enable Service for each device.
  5. Wait for device(s) to make an automatic connection attempt or force it manually.

Solution (for management packs):

  1. Select all devices with this warning.
  2. Click
  3. Under Device, select Set pack and a Set pack window will open.
  4. Select the desired management ack that will be assigned onto this device.
  5. Wait for device to make an automatic connection attempt or force it manually.

Failed device's authentication

Due to our security measures in our devices, if a device's connection to the RMS was reset (via WebUI) or the devices underwent factory reset procedure, certain files are deleted that the system uses for validation. If the file is missing during the validation, the check will fail and this warning message will be displayed during each connection to the RMS.:

In latest connection attempts log in Device Details page, this issue can be identified by "Failed to verify device". 

The platform cannot validate this device's authenticity. Please confirm whether the device's manufacturing information was inputted correctly. If this persists, please contact support.


While the RMS connection state in device's WebUI will display: 

Down (Server refused connection. The device may be blocked or unidentified)

Or on older RutOS firmware versions you may see Failure instead of Down.

If the device is located remotely, send an SMS command to get the general status of the device device_password rms_status
Note: The device must be using regular (not data-only) SIM cards to send a status response back to you.

Solution: You will be required to re-register all devices with this exact error.
You don't have to worry about any active credits or packs as they're locked to device's serial number + MAC/IMEI combination and they will kept after re-registration.

  1. Select device(s) with this error.
  2. Click
  3. Under Device, select Unregister device(s) this will unregister the selected devices from your RMS company.
  4. Now, you will need to add those devices back to your RMS company.
  5. Wait for device(s) to make an automatic connection attempt or force it manually.

Additional authentication

Some devices will be required to go through additional authentication by inputing an authentication code provided by the RMS into device's RMS configuration and will display this warning message:

This device requires additional authentication. To authorize the device with the associated company, provide a uniquely generated authentication code in the device's settings page for this platform. You can click on this warning to copy the authentication code directly. Alternatively, it can also be found in the device details page or as an optional table/custom box parameter. The same code will need to be re-entered if settings and configurations are reset for the device. Supported by devices using firmware version 07.07.1 or greater, 07.06.13 (available for specific RUT2 and RUT9 devices), and 01.03 or greater (available for TSW devices).

Solution is provided in this FAQ article.

3. Monitoring is disabled

This status will show up in Device Details page, latest connection attempts log if Service is enabled, but Monitoring is not.

While the RMS connection state in device's WebUI will display: 

Down (Device monitoring is turned off)

Or on older RutOS firmware versions you may see Failure instead of Down.

If the device is located remotely, send an SMS command to get the general status of the device device_password rms_status
Note: The device must be using regular (not data-only) SIM cards to send a status response back to you.

Or if you have multiple devices with this error:

  1. Select device(s) with this error.
  2. Click
  3. Under Device, select Manage services and a Manage services window will open.
  4. Enable Monitoring for each device.
  5. Wait for device(s) to make an automatic connection attempt or force it manually.

4. Failed to resolve hostname

This error can be seen in device's WebUI, in RMS Connection state, likely due to incorrect DNS or Network configuration. 

Down(Failed to resolve hostname)

Or on older RutOS firmware versions you may see Failure instead of Down.

Please check Internet and DNS status in device's WebUI, Network -> Internet status.

Additionally, you can try checking if your device is able to reach required RMS IP addresses and ports, by executing these commands in device's CLI:

openssl s_client -connect  rms.teltonika-networks.com:15009 </dev/null
openssl s_client -connect  rms.teltonika-networks.com:15010 </dev/null
openssl s_client -connect  rms.teltonika-networks.com:15011 </dev/null

openssl s_client -connect 3.69.112.66:15009 </dev/null
openssl s_client -connect 3.69.112.66:15010 </dev/null
openssl s_client -connect 3.69.112.66:15011 </dev/null

openssl s_client -connect  18.196.62.30:15009 </dev/null
openssl s_client -connect  18.196.62.30:15010 </dev/null
openssl s_client -connect  18.196.62.30:15011 </dev/null

If you receive this result on the first line of the command's output, the device is able to reach RMS:
CONNECTED(00000003)

Forcing a connection attempt

  • If the device is accessible physically, login to the WebUI, Navigate to Services -> Cloud Solutions -> RMS, and click "Connect".
  • If, however, it is located remotely, send an SMS command to force reconnection: device_password rms_connect and wait for a minute.

More about sending SMS commands: https://wiki.teltonika-networks.com/view/SMS_Commands

  • For legacy OS, to force connection via SMS commands, you will be required to restart RMS service:
  • Firstly, send an SMS command to turn off RMS service device_password monitoringoff
  • After a few moments, send an SMS command to turn RMS service back on device_password monitoringon
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