RG-M18 V1.0 vs V1.1

Hi,
I contacted the ruijie reyee engineer and i asked him if i can fully configure and manage the RG-M18 from the ruijie reyee app he told me that there are 2 hardware versions V1.0 and V1.1 and elaborate that you can fully configure and manage V1.1 only due to some limitations on V1.0 and that is not clarified anywhere in the website nor the datasheet so please help and advise, i want to replace them i bought 10 pieces and i cannot do my job due to this limitations.

Dear sir,
Good day.

May I know who told you that this model with version 1.0 cannot be online on the cloud?
I just checked your previous tickets and didn't see any reply like that.
And one of the ticket CS250401-0052 showing that your M18 is working fine with the cloud, is there anything you encountered?

best regards,
Lex

GTAC-Lex replied at 2025-4-3 13:27
Dear sir,
Good day.

My point is clear sir, i didnt say that they are not working ,I contacted online support as per suggested by Ruijie, i want to FULLY CONFIGURE AND CONTROL RG-M18 from Ruijie Reyee app as per described, its a reyee product and can be controlled from the app, the support engineer told me that there are 2 versions of this product, v1.0 which can be contolled and configuref from the app but has a lot of limitatuons on that so some part needs to be done from the cloud and some from the app and some from eweb, but v1.1 can be fully controlled and cinfigured from the app, no need to access everything to configure and control a router, which is the right thing and this is what has been described by Reyee

Aysar J replied at 2025-4-3 22:10
My point is clear sir, i didnt say that they are not working ,I contacted online support as per su ...

Hi sir,

May I know do you have case id about RG-M18 V1.0 vs V1.1 as you said you contact our support engineer before, I will confirm with them again. Sorry for the inconvenience, btw, may I know your current demand?


Best regards,

Steve

GTAC-Steve replied at 2025-4-3 22:51
Hi sir,

May I know do you have case id about RG-M18 V1.0 vs V1.1 as you said you contact our supp ...

I am sorry its a live chat i dont have the case id but sure 100% that he told me that you can check that i think, anyway my current demand is to fully control and cinfigure the RG-M18 from Ruijie Reyee App as it is the basic thing to do with SDN solution, currently i am using the (app,cloud,eweb) just to configure and control the RG-M18 i don't think this is any different from accessing local addresss of any router and configuring it, what is the SDN solution, if the solution by replacing the router with the newer hardware version v1.1 please make sure to do it else you shoulf fix it. And please tell me whats the difference between RG-M18 v1.0 and v1.1 if there is any article or document that tell the difference

Aysar J replied at 2025-4-4 02:25
I am sorry its a live chat i dont have the case id but sure 100% that he told me that you can chec ...

This is the cinversation between me and tge support engineer sir please review it

Aysar J replied at 2025-4-6 14:26
This is the cinversation between me and tge support engineer sir please review it

Hi sir,

I will check it with my colleague and reply you asap.

Best regards,
Steve

GTAC-Steve replied at 2025-4-6 15:11
Hi sir,

I will check it with my colleague and reply you asap.

Hi Sir,
Any update please ? Did you discuss it with him ?

Aysar J replied at 2025-4-8 01:00
Hi Sir,
Any update please ? Did you discuss it with him ?

Hello,
Any update on the above ? How much time does it need to check with him ? Its been 4 days and no response yet !!!

GTAC-Steve replied at 2025-4-6 15:11
Hi sir,

I will check it with my colleague and reply you asap.

Hi,
Any update please !!!!!!!

GTAC-Steve replied at 2025-4-6 15:11
Hi sir,

I will check it with my colleague and reply you asap.

Hi,
Also today after installing the update the message shown in the attached picture appeared on Ruijie Reyee App, that this device is not supported by Ruijie Reyee App !!!!!!!!!!! While it is a Reyee device and should be managed and configured by Ruijie Reyee App as a part of the SDN solution as per defined by Ruijie, i don't why there is no reply until now, this is the fourth follow up message and no reply yet !!!!!!!!!!!! I am really frustrated !!!!!!!!!!
I hope that i hear from you soon.

Aysar J replied at 2025-4-10 09:44
GTAC-Steve replied at 2025-4-6 15:11
Hi sir,

Hi,
Please see all the attached documents, i am really frustrated from Ruijie responses, if you don't want to hold the responsibility it is something else but after the reponse at the first time that it is a hardware issue then i followed up and then he replied to me with the below.


All Reyee products are supported by Reyee App as per advertised and the Reyee App is the cloud solution for control and monitor as per the below picture and also you can use cloud through web using PC if wanted which i know:


Adding to that the description on the app itself on the play store please see the below picture also:

Adding to that it is an SDN solution to specific type of Ruijie product which is Reyee, that means by default that any Reyee product must be able to be managed from the App cloud or using web browser cloud, this is the basic thing to do by an SDN solution. It a basic thing for a network engineer to know especially that there are a lot of options in the market and all the respected brands has a special line as an SDN solution to manage and control the devices through the App or using web based cloud.
Actually, i am not here to say that all of the solution is not working, it is working fine but as an important part part of the solution is to control and monitor the end user that connects to wifi, and i bought those RG-M18 in order to handle that issue, else i would buy another router brand that is much cheaper and can be controlled and managed much easier than this !
All i am asking is a solution for what is promised by Ruijie and he replies as if i don't know how to read, i put my trust on this brand and i work on many projects with this brands as i trusted it, but i think this engineer just want to throw that trust away, i did not ask to replace the hardware unless Ruijie Engineer told so and i attached the conversation between us in the previous messages.
The solution might be easy, but he prefered the easier way and tell me that its my fault to buy this product !!!!!!!!!!!!
Please i want to escalate this issue so someone can help me !

Adding to that, the Reyee Router App is not synchronizing the routers as per he suggested.