Troubleshoot

Symptoms

• Settings are missing or incorrect after template creation

• Firmware or files are not included as expected

Possible causes

• The model device was not fully configured before template creation

• The source device configuration was incomplete or outdated

• Certain settings were not captured during template creation

Resolution

• Revalidate the model device and confirm all desired settings, firmware, and files are present

• Recreate the template from the corrected model device

• If copying, verify the source template contains the required configuration

Symptoms

• Devices do not behave as expected after applying the template

• Configuration appears partially applied

Possible causes

• Device compatibility issues (model, firmware version)

• Conflicting existing settings on the target device

• Unsupported parameters in the device configuration

Resolution

• Confirm the template is compatible with the target device type and firmware

• Reset or normalize the target device configuration before applying the template

• Review template contents for unsupported or device-specific settings

Symptoms

• Template includes settings not intentionally configured

• Environment-specific values (e.g., IPs, credentials) are present

Possible causes

• The source device configuration contained unintended or legacy settings

• The model device was not cleaned prior to template creation

Resolution

• Audit the model device or source template configuration

• Remove environment-specific or temporary values

• Recreate the template from a clean baseline

Symptoms

• Model device not selectable or missing

• Template creation fails or is incomplete

Possible causes

• Device is offline or not properly registered in Digi Remote Manager

• Insufficient permissions

• Device state is not supported for template creation

Resolution

• Ensure the model device is online and fully provisioned in Digi Remote Manager

• Verify user permissions for template creation

• Confirm the device is in a valid and stable state

Symptoms

• Modifications to a template are not saved

• Reverting to previous configuration

Possible causes

• Changes not properly committed

• Editing the wrong template instance

• System or session timeout

Resolution

• Confirm changes are saved and committed in the UI

• Verify you are modifying the correct template

• Reapply changes and validate after saving

Symptoms

• Devices retain old firmware after template application

Possible causes

• Firmware not included in the template’s device configuration

• Firmware update settings not enabled

Resolution

• Ensure firmware is explicitly included in the template

• Verify update behavior settings within the template

• Recreate or update the template with correct firmware configuration

Symptoms

• Same template produces different results on different devices in the same group

Possible causes

• Variations in device firmware or hardware

• Pre-existing configuration differences

• Conditional or unsupported settings

Resolution

• Standardize firmware versions across devices

• Normalize device configurations before applying the template

• Validate template against each target device type

If the above steps don’t resolve the issue, gather the following information:

• Device model and firmware version

• WAN Bonding configuration details (modes, server type, authentication)

• System logs and bonding debug output

• DRM device ID and bonding profile name

Go to https://www.digi.com/support/contact-support. You can either call them or open a support case.