Remote Support Module (RSM) Power Cycling Guide

Remote Support Module (RSM) Power Cycling Guide

What is a Remote Support Module?

Our Remote Support Module (RSM) is a small device located at your site, allowing us to remotely manage your phone system. Occasionally, the RSM may go offline due to various reasons, such as:

  • Network Changes: Updates to your network settings or equipment (e.g., router or firewall changes) may interrupt the RSM's connection.
  • Site Conditions: Power fluctuations or environmental factors (e.g., heat or moisture) in the equipment area could temporarily disrupt the RSM.
  • Device Updates: Automatic updates to the RSM’s firmware or software may sometimes require a manual restart.
  • Power Interruptions: Brief power outages or disconnects may leave the RSM unresponsive until it’s restarted.

When the RSM goes offline, our first troubleshooting step is to request a simple reboot, which often resolves the issue. If the power cycle does not restore the RSM’s connection, we may need to schedule a technician visit to investigate further.

How to Locate the RSM

  1. Look for the Device in the Image Below
    The RSM is housed in a small silver and black metal case, similar to the image below:

  2. Typical Location
    The RSM is typically located near your phone system (PBX) equipment, which might be in a server room, IT closet, or a dedicated equipment area.

  3. Confirm the Device
    If you're uncertain about the device, you can attach a picture of it to your support ticket for confirmation before proceeding.

Steps to Power Cycle the RSM

  1. Locate the RSM
    Find the device that resembles the image above. Make sure it has the same ports and shape.


  2. Unplug the Power Cable
    Locate the USB-C power cable (an oval-shaped connector) on the side of the RSM. Gently unplug it.

  3. Wait for 10 Seconds
    Allow a few seconds for the device to fully power down.

  4. Plug the Power Cable Back In
    Reconnect the USB-C power cable. The RSM should turn back on automatically, and the indicator lights will blink as it boots up.

  5. Confirm with Us
    Let us know once you've completed the steps, so we can confirm that the RSM is back online.

If the RSM does not come back online after a power cycle, please inform us. We may need to arrange for a technician to visit and resolve the issue on-site.