SMT750RMI2UC disconnecting from SmartConnect at random

[chr]

Hello, 

we have two SMT750RMI2UC devices(sn 3S2243X10021, 3S2243X10002), both running firmware version v 16.5 (1027), which both seem to disconnect from SmartConnect at random. We were unable to corelate this with WAN connection stability, as there is no packet loss shown in router logs during the times of the disconnects, and both of the devices disconnect and reconnect at diffrent times. 

They UPS are installed in diffrent sections of our facility, but share an internet connection with several other models, which do not show such issues. Alltogether we utilize 6 SmartConnect enabled devices. 

Attached you'll find an event log which shows the described behaviour. 

What could be the reason for such a problem? 

[Teken]

Based on the UPS ID and firmware installed you should consider following the guidance from this APC FAQ:

https://www.apc.com/us/en/faqs/FA357414/

Both system should be on the latest v18 UPS firmware. You may consider rebooting the network interface as outlined in the link but that is really a band aid / break fix.

Insure you read and fully understand all the instructions and prerequisites before proceeding with the UPS firmware update! ☝️

This process should be done live over the phone with APC Technical Support while the system is under warranty.

If the system is (NOT) under warranty you risk bricking the entire unit during the upgrade process.

The firmware update should be done locally using the supplied RJ50 -> Serial Cable and FUW software package.

Using the Smart Connect via Ethernet with the existing problem of disconnect issues is simply playing with fire! 

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