Smart-UPS 1000 "Comms Lost" with online dashboard, but all other functionality normal

[OmahaNeonIT]

Hello,
Our Smart-UPS 1000 battery back up has a warning message for Comms Lost on the online dashboard, but isn't showing any issues on its own front pane, and everything is functioning normally.  We've tried changing the switch port it's plugged into, switching out the cat cable, doing full restarts, but the issue persists and the SmartConnect port on the back shows a yellow light on the connector.

Has anyone had a similar issue and found a resolution for it?

[Teken]

You may use this APC resource guide to confirm all Smart Connect requirements have been met: 

https://www.apc.com/us/en/faqs/FAQ000230321/

https://community.se.com/t5/Troubleshooting/UPS-Connection-to-the-Cloud-Issues/ta-p/465769

If you monitor the traffic from the UPS to APC Smart Connect. What does it indicate as the ping time, DNS resolution?

Run a continuous ping to APC Smart Connect and report back the output here. If all the above are fine you may consider resetting the Smart Connect port to see the results.

Let me know the results of all the above. 

[GustyW1nds]

Having the same issue here with SMTL1500RM3UC. Getting IP on main data network, but UPS is showing Comms Lost in the smart connect portal. We confirmed Smart Connect is set to Enable with ctrl in the LCD menu. Did you ever find a solution?

[Teken]

Have you reviewed and completed all the action items I listed up above?!? What are the results of those items and tests??

[GustyW1nds]

Yes, resetting the networking interface by holding the up and down arrows for 5 seconds seems to have resolved the issue. Thanks!

[Teken]

Great to hear so please do mark that reply as a solution. As it will help the next person asking the same. 👍