SmartConnect UPS not being recognised

[Aparupa_Mondal1]

To whom it may concern,

We have an user who is having below query:

"I just purchased a Smart-UPS SMT1500C with SmartConnect.  APC Product ID 28-29-86-6F-74-60 and APC Product Key 93-FC8A-8644-A8CD.

The UPS picked up an IP from DHCP and is communicating with your website/servers/location as I see it in our logs.  For some reason, when I go to add a device, your smartconnect website isn’t seeing the UPS.  I have waited for more than 2 hours and no luck.

Let me know next steps.  Thank you"

[BillP]

@Aparupa_Mondal1 

Ask the customer to follow the network troubleshooting instruction available in help. 

https://www.smartconnect-support.apc.com/help/EN/index.html#page/EcoStruxure%2520Ready%2520Smart-UPS...

[Aparupa_Mondal1]

Thanks @Anonymous user