Trouble adding Smart UPS to portal

[erikre01]

Hello our SMART UPS-1000 lost connection to Cloud. Its plugged in network , has correct IP and DNS settings. On display it says SC Contacting. I cant add it to the portal , its says Unable to add device - ensure that the Product ID and Product Key provided are correct. If you have connected your device for the first time, ensure that your device has an active network connection, and allow up to 15 minutes before trying again. 

SN" AS2406263879
MAC: 28-29-86-93-FB-AF

We have other SMARTUPSes on the same network that are communicating without issues. 
Can you please check if you see anything in your database? 

Thank you very much.

[Teken]

This is a *User to User Forum* any in warranty request should be submitted using this APC Resource Link:

https://www.apc.com/us/en/support/contact-us

You have the option to converse using Chat, Email, Phone. Please have the serial number, purchase receipt, and brief description of the problem. Any active faults / errors codes will help to narrow down the problem(s).

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