SMC1500-2UC

[AlienZ]

Since the end of December. multiple times of the day I am getting "

Communications Lost" then "Communications Established"

Firmware is "v 15.5 (1018)" up to date, network cables pristine, enterprise switches perfect,

Internet never down, device is ping-able after notifications, UPS under warranty through 2027,

Contacting support went no where , their reply was to go to this forum.

Now I wonder why I have recommended APC since 2000 to all my clients and data centers and myself  if they are not directly supporting any longer , although I paid for the warranty and support.

Is there any fix for this issue?

called support line, they helped. Thank you for all your attempts

[Teken]

Please share the following data, event, ups logs.

Show me a screen capture of the NMC About tab indicating the firmware loaded.

As it relates to APC Technical Support request this service request to be escalated to the next tier of support. Please reference this APC Forum thread in your correspondence.

[AlienZ]

I am using the Cloud services, where would the "About" be there? here is the event log.

Thank you very much for responding.

[AlienZ]

[Teken]

Your equipment doesn’t have a NMC and just the green RJ45 port for the APC Smart Connect Cloud Portal Service. 🤦‍♂️

Ignore my request for the NMC (About). 

You’ll need to provide whatever logs are available from the Smart Connect Portal. If you have APC Power Chute software running on any of the servers there will be event, data, ups logs.

Worst case the LCD will offer some log entries of soft / hard faults. If the errors are codes vs words please call them out.

Lastly, ensure you have this service request escalated to the next tier! ☝️

Questions Ask . . . 👍 

[AlienZ]

LCD showed nothing abnormal. Calling for support. Thanks for everyone's help

[AlienZ]

It is still doing it, btw, even after resetting.... strange that it rarely shows "connected" although it is...

[Teken]

APC Technical Support has indicated what?!? 🤔

They would at least know or be able to tell if their service is having issues. 

[AlienZ]

the guy had me reset it, and then that was it. stated I had a case number, but was not told what it was. received no follow-up emails, nada.

Told me if it continues to happen then I can pull out the network cable.

Have not had time to call again, as it is rollout of new servers time, so will double back when i get a chance and try calling again...

we need to pick our battles , I suppose.

It is still happening... 

and has not stated  communication restored since reset on the panel. whenever it states that , it is still ping able on my network and every time the cloud portal on the web states "online" yet the critical logs are still there.  No dropping of WAN here, no logs on ay other devices. have been running logs on Firewall, switches, smtp traps, nada. everything checks out on my end. No disruptions.

[PowerChuteTester]

@AlienZ 

The UPS sends a packet to the cloud every 5 minutes. The cloud will report lost comm after the UPS has not sent a packet for 25 plus minutes. Periodic lost communication can be caused by network down time, network traffic, network packet throttling.

If you run a packet capture, review data going to and from 20.121.83.246. There should be TCP packets exchanged every few minutes and TLS packets every 5 minutes unless and event occurs than a TLS packet will be sent for the event. If you only see packet going out that indicates the network is blocking return traffic. If you see TCP packets exchanged but not TLS that indicates that port 443 or the required cipher suites are blocked.

As for not logging communications established I would ask Tech Support to look into that.

[AlienZ]

Thank you, i will defiantly be monitoring activity .. I appreciate it, will look into it next week. Big rollouts this weekend.

much appreciated

[AlienZ]

Update: still monitoring, nothing out of ordinary, now up to 3 to 10 times a day of same "critical" , "communication lost", nothing blocked on those ports.

When i have time, will call support , again, and see if I can find an answer other than "just pull the nework cable"

[AlienZ]

Still going on, still no resolution... Cannot wait to see what happens when I need to replace the batteries under the extended warranty.

[Teken]

Have you requested this service request to be escalated to second tier support?!? It’s obvious tier 1 is completely useless in this regard. 🤦‍♂️