Troubleshooting: Failed SMS notifications due to "user is logged in from another ip address" errors

Troubleshooting: Failed SMS notifications due to "user is logged in from another ip address" errors

This issue happens under the following circumstances:
  • TopView version 6.29
  • MultiTech rCell 100 with firmware version 4.0.5
  • Multiple TopView engines, under different IP addresses, are sending SMS notifications through the same network modem

Explanation of the issue

The rCell 100 modem requires a logged in account to send text messages over the network and prevents log ins from another IP address while the modem is already in use by the same user. TopView can detect this behavior and forcibly log out the user from another IP address after some time. TopView's mechanism to log out the user from another IP address no longer works in version 4.0.5 of the rCell 100 firmware. This issue surfaces as multiple "user is logged in from another ip address" errors followed by a failed attempt to log out a user. The log out attempt fails with an error message similar to the following: 
[Timestamp]: WARN - GET:logout responded with "user [admin] has a higher permission level" (Status code: 401)

Workaround

Using the rCell modem's administration web app, add one user account for each TopView engine that will be sending text notifications. Set each of these accounts to use the "administrator" role. Then update each TopView configuration to use these new user accounts.

Long-term solutions

TopView 6.30 will be able to log out the user from another IP address using rCell firmware version 4.0.5.

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