thanks for your question!
In order to better help you, we would need to know which model of router you are referring to.
Also, we would need to check the configuration and the status of the two routers involved in the setup.
I would suggest you to please send an email to email@example.com with the above details as well as SN/IMEI of the units for warranty check.
This will create a case on our portal and we will be able to better assist you.
Please also review our support options here: https://www.digi.com/support
Digi Technical Support Team