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Please check smartconnect status depending on the status there will be different troubleshooting
Go to the Configuration menu of the UPS and make sure that smart connect is enabled then try to reset the connection
UPS models with the prefix SMX, SMT including Lithium ion
To reset the network interface of an SMX/SMT model UPS, on the display interface, hold the UP and DOWN buttons simultaneously for 5 seconds. The display flashes to indicate that the network interface has restarted.
UPS models with the prefix SMC
To reset the network interface of an SMC model UPS, on the display interface, hold the MUTE and MENU buttons simultaneously for 5 seconds. The display flashes to indicate that the network interface has restarted.
UPS models with the prefix SCL
To reset the network interface of an SCL model UPS, insert a paperclip in the reset hole in the rear of the UPS.
Check where the unit status stops if changes to Connected the unit should be good
Network Requirements
If your SmartConnect-compatible UPS is installed in an enterprise location, it may require additional network configuration to allow your UPS to connect to Schneider Electric cloud services.
IPv4 DHCP Server
A SmartConnect device requires an IPv4 DHCP server on its network to assign an IPv4 address to the device so it can connect to the Internet.
Network MTU
The router and switch on the network of the SmartConnect device must support a Maximum Transmission Unit (MTU) size of 336 bytes at a minimum.
Network Firewall and Proxy Server
NOTE: When a user wants to connect their UPS to Ecostruxure, it must be connected to the SmartConnect cloud portal, so the network settings listed below are the same. The only difference is they would not add the UPS to a SmartConnect account. They would add the UPS to Ecostruxure.
- To connect to Schneider Electric cloud services, the UPS must connect directly to TCP port 443 on cece.prod.struxurewarecloud.com (20.121.83.246). If the UPS network is behind a proxy server (e.g., ZScaler), you must add a firewall rule that permits this connection to TCP port 443 and bypasses any proxy service packet inspection. Consult with your Network Administrator to configure this firewall rule.
Please make sure that you have the latest firmware f the UPS just in case it connects to an old server
APC recently migrated devices from the cloud server URL (lwm2m.na.struxurewarecloud.com) to the new system URL (cece.prod.struxurewarecloud.com). The system will run in parallel until the migration is complete so that we will remove the old server URL in time.
New Network Firewall and Proxy Server
- To connect to Schneider Electric cloud services, the UPS must connect directly to TCP port 443 on cece.prod.struxurewarecloud.com AND lwm2m.na.struxurewarecloud.com.
Switch port speed:
SmartConnect-compatible UPS devices only support 10/100 Mbps port speed. If you are using a 1Gb network switch, and the port is not set to auto-configure its speed, this can prevent the device from connecting to Schneider Electric cloud services.
SMC status indicators
The SmartConnect status is located under the STATUS menu and is reached by pressing the MENU button until the SmartConnect status is displayed. The tables below show the values listed.
| State | Description | Type -3 7-Segment Display |
| 1 | Connecting to host UPS | n/a |
| 2 | FW Updating Host UPS | n/a |
| 3 | Obtaining Local IP Address (DHCP) | Sc.2 |
| 4 | Resolving cloud address (DNS) | Sc.3 |
| 5 | Connection being Established | Sc.4 |
| 6 | Securing the connection (TLS) | Sc.5 |
| 7 | Communication Starting | Sc.6 |
| 8 | SmartConnect Connected | Sc.1 |
| 11 | No Ethernet connection | Sc.0 |
| 12 | No Internet connection | |
| 13 | Ethernet prohibited | Sc.8 |
| 14 | Ethernet Disabled | Sc.7 |
SMT, SMX, and SRT status indicators
The SmartConnect status is located under the STATUS menu and is titled "SmartConnect:" The table below shows the value listed under the status for various conditions.
| State | Description | SmartConnect Status |
| 3 | Obtaining Local IP Address (DHCP) | Addressing |
| 4 | Resolving cloud address (DNS) | Addressed |
| 5 | Connection being Established | Resolved |
| 6 | Securing the connection (TLS) | Attempting to connect to the cloud |
| 7 | Communication Starting | Secured |
| 8 | SmartConnect Connected | Connected |
| 11 | No Ethernet connection | No Ethernet |
| 12 | No Internet connection | No Internet |
| 13 | Ethernet prohibited | Prohibited |
| 14 | Ethernet Disabled | Disabled |
Run a Wireshark capture and check the communications between UPS and the cloud. To run the capture connect a PC to the same network as the UPS and launch Wireshark. Press and host the UP and down arrows of the UPS for 10 seconds to reset communications. The UPS will attempt to connect to the cloud.
Below is an example of a good connection.
The UPS is IP address 192.168.0.156. The cloud is 20.121.83.246 (domain name cece.prod.struxurewarecloud.com)
The UPS sends a TCP packet, and the cloud replies. Then the UPS sends a TLS packet "Client Hello," and the cloud replies with TLS "Server Hello."
If they do not see the reply "Server Hello" the local network is dropping the packet and the connection will fail.
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