Product Registration Fails

[TCFD]

I received two new APC SMT1500RM2UC UPS units and installed them today. 

1. ID: 28-29-86-6A-5B-8C / Product Key: 70-91E2-2644-49C8

2. ID: 28-29-86-70-B3-84 / Product Key: 6D-3603-E8DC-E6A5

When I tried to register them, both failed. The message was: 

"Unable to add device - ensure that the Product ID and Product Key provided are correct..."

Growing frustrated - how do I get my units registered?

[Teken]

To register and enroll to the APC Smart Connect Portal the (Green) RJ45 port on the back of the system must be connected to your network that has access to the Internet.

You must wait at least 15 minutes before you try to register the system.

Please review this APC Smart Connect FAQ:

https://community.se.com/t5/Getting-started-with-SmartConnect/Getting-Started-with-SmartConnect/ta-p...

Questions Ask . . . 👍

[TCFD]

Thanks.  I understand your instructions and have followed them successfully several times with other units.  

These units are not registering.  I just bought them new from Amazon.

[Teken]

I suggest you contact APC Technical Support as the last option in this FAQ:

https://community.se.com/t5/Troubleshooting/Adding-your-Device-Issues/ta-p/465765

If they are able to help you register the device to Smart Connect. Insure they inform you what the exact problem is as this seems to be a persistent issue for new buyers / new devices.

More than likely they will ask you to update the UPS firmware if it’s out of date. As there were several updates to address connectivity and encryption for Smart Connect. 🤦‍♂️

If your device is already using the latest UPS firmware. They will ask you to confirm WAN access and firewall / ports are available and not blocked.

Please do follow up as to the final solution and root cause once resolved. As I’m sure this information will help the next person asking the same.

Questions Ask . . . 👍

[TCFD]

The link in the FAQ document you provided takes me to a website that looks almost identical to Schneider's site.  The only way I can find to interact with Support is via chat. 

Any help you can give me with an email address for APC Support?

[Teken · Accepted solution]

You may use this APC Resource Link and choose the appropriate region:

https://www.se.com/ww/en/work/support/country-selector/contact-us.jsp

Questions Ask . . . 👍