Case 172

[James]

Question:
Devices disappear from RMS without reason.

Possible Root Cause:

1. Information from the SQL database is being deleted.
2. A device already in the system, is replacing (using the replace function) another device in the system

Solution:

1. Check the SQL database audit trail. Ensure that the access to the SQL database is limited.
2. Make sure that devices are not replaced with devices that are already in the system. If a device is replaced with a device that is already in the system, the previous device information will be deleted.
3. When updating wireless settings, add a new device, and add the same devices. It will be required to push on the button for a period of 8 seconds to reset the device.