Comprehensive Troubleshooting

This section consolidates troubleshooting guidance across all Atra RMS features.
Device Connection Issues
Device Shows "Offline" After Registration
[INSERT SCREENSHOT: Device_Disconnected.png]
Symptoms:
Device appears in Device List
Status shows "Offline"
Device was just registered
Root Causes:
Device never powered on after registration
Device was running before registration and wasn't restarted
Network connectivity issue
Incorrect Serial ID during registration
Solutions:
First-Time Device:
Power on the physical device
Connect gateway to internet
Wait 1-2 minutes for initial connection
Refresh Device List manually
Status should change to "Online"
Already-Running Device:
MUST restart device to complete registration
Power cycle: Unplug power, wait 10 seconds, reconnect
OR reboot via device admin interface
Wait 1-2 minutes after restart
Refresh Device List
Status should change to "Online"
Network Issues:
Ethernet: Verify cable connected, check link lights
Cellular: Verify SIM card inserted correctly, has active plan
Serial ID Issues:
Go to Device List
Click device name → Device Detail Page
Verify Serial-ID matches physical device label
If incorrect: re-register with correct Serial ID
Device Shows "Offline" Unexpectedly
Symptoms:
Device was "Online" previously
Now shows "Offline" with timestamp
Device is physically powered on
Root Causes:
Network connection lost (cable unplugged, Wi-Fi down, cellular signal lost)
Device powered off or crashed
Solutions:
Check Physical Device:
Verify power LED is on
Check network LED indicators (link lights, cellular signal)
Verify ethernet cable securely connected
For cellular: Check SIM card seated properly
Network Diagnostics:
Ethernet: Try different cable, different port on switch/router
Cellular: Check signal strength (if accessible), verify carrier coverage
Restart network equipment (router, switch)
Check for network outages with ISP/carrier
Device Restart:
Power cycle device (unplug, wait 10 seconds, reconnect)
Wait 1-2 minutes for boot and connection
Refresh Device Detail Page
Check if status changes to "Online"
Check Atra RMS Status:
Try accessing Atra RMS from different device
Check if other devices in your fleet are also offline
If widespread, may be server issue
Contact support if affecting all devices
User Management Issues
Cannot Invite New User
Symptoms:
Click Invite button
Form doesn't submit
Error message appears
Root Causes:
Lack "Users Create" permission
Email already registered in system
Invalid email format
Organization or role not selected
Solutions:
Permission Check:
Verify your role has "Users Create" permission
Contact administrator to update role if needed
Email Validation:
Already Registered: Try different email address
Invalid Format: Ensure email contains @ and valid domain
Typo Check: Verify email is typed correctly
Form Completion:
Ensure all required fields filled (Name, Email, Organization, Role)
Check Role dropdown activated (requires Organization selection first)
Verify Organization selected before choosing Role
User Doesn't Receive Invitation Email
Symptoms:
Invited user successfully
User reports no email received
Checked spam/junk folder
Solutions:
Wait Period:
Email delivery can take up to 5-10 minutes
Ask user to wait and check again
Check Spam Folder:
User should check Spam, Junk, Promotions folders
Look for sender: atra@atreyo.in or similar
Add sender to safe list/whitelist
Email Address Verification:
Go to Users List
Verify email address is correct
If incorrect: Delete user, re-invite with correct email
Resend Invitation:
Delete the invited user (if invitation wasn't accepted)
Re-invite user with same email
New invitation email sent
Cannot Delete User
Symptoms:
Click Delete on user
Error message appears
User not removed
Root Cause:
User is currently in one or more VPN tunnels
System prevents deletion to maintain VPN integrity
Solution:
Identify VPN Tunnels:
Go to VPN section
Check each tunnel's Users tab
Find tunnels containing this user
Remove from VPN Tunnels:
For each tunnel containing user:
Open tunnel Overview page
Go to Users tab
Click Remove button for this user
Confirm removal
Delete User:
Return to Users section
Try deleting user again
Should now succeed
VPN Connection Problems
VPN Tunnel Process Won't Start
Symptoms:
Click Start button on tunnel
Process remains "Exited"
Error message may appear
Root Causes:
Tunnel is Disabled
Server resource exhaustion
Configuration error
Port conflict (another VPN using same port)
Solutions:
Check Tunnel Status:
Verify Tunnel Status = "Enabled"
If Disabled, click Enable button first
Then click Start button
Refresh and Retry:
Click Refresh button (on Left Panel)
Wait 5 seconds
Try clicking Start again
Contact Administrator:
If repeated failures, may be server-side issue
Contact Atreyo support
Cannot Add Device to VPN Tunnel
Symptoms:
Click Add Devices button
Device not in selection list
OR device added but doesn't appear in tunnel
Root Causes:
Device belongs to different organization
Maximum clients (253) reached
Solutions:
Organization Check:
Verify device's organization matches tunnel's organization
Or device is in child organization of tunnel's organization
If mismatch, cannot add device to this tunnel
Client Limit:
Check Allocated Clients count
If = 253, cannot add more
Must remove users or devices to free slots
Device Availability:
Verify device exists and is registered
Check Device List to confirm device is in system
If missing, register device first
"Maximum Clients Reached"
Context: Adding user/device to VPN tunnel
Meaning: Tunnel has reached maximum capacity (253 clients total)
Solutions:
Remove Unused Clients:
Go to tunnel Overview page
Review Users tab: Remove inactive users
Review Devices tab: Remove decommissioned devices
Each removal frees one slot
Create Additional Tunnel:
If all 253 slots legitimately used
Create a second VPN tunnel
Distribute users/devices across both tunnels
VPN Desktop Client Cannot Connect
Symptoms:
Click Connect in VPN client app
Connection fails
Error message or timeout
Root Causes:
Tunnel process not running
Tunnel disabled
User not in tunnel
Internet connection issue
Solutions:
Verify Tunnel State (Web Interface):
Log in to Atra RMS web interface
Navigate to VPN section
Check tunnel Process Status = "Running"
Check tunnel Tunnel Status = "Enabled"
If not, contact administrator
Verify User Access:
In web interface, open tunnel Overview page
Go to Users tab
Verify your name appears in list
If not, contact administrator to add you
Internet Connection:
Test internet connectivity (open website)
Check Wi-Fi/Ethernet connection
Restart router if necessary
Try wired connection if using Wi-Fi
App Restart:
Disconnect if partially connected
Close VPN client app completely
Reopen app
Try connecting again
Permission Errors
"Access Denied" When Trying to Perform Action
Symptoms:
Try to perform action (register device, invite user, etc.)
Error: "Access Denied" or "Permission Required"
Action doesn't complete
Root Cause:
Your role lacks the required permission for this action
Solution:
Identify Required Permission:
Action
Required Permission
Register device
Devices Register
View device list
Devices View
Edit device description
Devices Update
Unregister device
Devices Unregister
Invite user
Users Create
View users list
Users View
Edit user name/role
Users Update
Delete user
Users Delete
Create role
Roles Create
View role details
Roles View
Edit role permissions
Roles Update
Delete role
Roles Delete
Create child org
Organizations Create
View org list
Organizations View
Edit org name
Organizations Update
Delete org
Organizations Delete
Create VPN tunnel
VPN Create, Devices View
View VPN tunnels
VPN View, Devices View
Edit VPN tunnel
VPN Update, Devices View
Delete VPN tunnel
VPN Delete, Devices View
Start/Stop VPN
VPN Start/Stop, Devices View
Enable/Disable VPN
VPN Enable/Disable, Devices View
Request Permission:
Identify which permission you need (see table above)
Contact your organization administrator
Request role update to include required permission
Administrator edits your role or assigns different role
Refresh browser after role update
Try action again
Can See Resource But Cannot Manage It
Symptoms:
Can view devices/users/organizations/VPN tunnels
Cannot edit, delete, or perform actions
Buttons missing
Root Cause:
Have "View" permission only
Lack "Create", "Update", or "Delete" permissions
Common Error Messages
"Serial ID Already in Use"
Context: Registering device
Meaning: Device with this Serial ID already registered in Atra RMS
Solutions:
Check Device List:
Go to Device List
Search for Serial ID
If found, device already registered
If it's your device in wrong organization, contact administrator to transfer
Typo Check:
Verify Serial ID entered correctly
Check for character confusion (0 vs O, 1 vs I)
Re-enter Serial ID carefully
"Invitation Link Has Expired"
Context: User trying to set up account
Meaning: Invitation link valid for 24 hours; time limit exceeded OR account already set up
Solutions:
Already Set Up:
Check if you completed account setup previously
Click "Sign In" link
Use your email and password to log in
Time Limit Exceeded:
Contact person who invited you
Request new invitation email
Complete setup within 24 hours of new email
"Email Already Registered"
Context: Inviting user
Meaning: Account with this email already exists in Atra RMS
Solutions:
User Already Exists:
Check Users List for this email
User may already have account in different organization
Cannot create duplicate account
Use Different Email:
Ask user for alternative email address
Invite using different email
"Recovery Link Has Expired"
Context: Password recovery
Meaning: Password recovery link valid for 24 hours; time limit exceeded OR password already reset
Solutions:
Already Reset:
If you completed password reset
Click "Sign In" link
Use your email and NEW password
Time Limit Exceeded:
Return to login page
Click "Forgot password?" again
Enter email
Receive new recovery link
Complete reset within 24 hours