UPS connection to cloud is dropping often and re-connecting automatically

[IES_IT]

Hi,

Our New UPS seem to drop connection to the cloud and after sometime re-establishes itself. The firmware is fully updated. 

This gives us a false information everytime in our satellite office. Could the ethernet port be failing?

Raj

[KarimEissa · Accepted solution]

Hello,

Reboot the network interface of the Smart-UPS per the instructions in FAQ FA322105 (available below). Once communications has been re-established with the cloud verify the UPS firmware is up-to-date. To verify the firmware version log in to SmartConnect.apc.com. Go to Dashboard, select view UPS from the list of UPS, select Device to view the UPS firmware version. 

Verify your firewall will allow connectivity to the cloud server. See Schneider Electric FAQ000230321 Network Requirements for APC SmartConnect portal.

-Need to reset for X reason or need to establish connectivity or re-establish connectivity with SmartConnect cloud.

NOTE: resetting the network interface won't affect the load attached. AC output will continue.  

Solution:
To reset the network interface of an SMT, SMTL, SMX, or SRTL model UPS on the display interface, hold the UP and DOWN buttons simultaneously for 10 seconds. The display flashes to indicate that the network interface has restarted.

To reset the network interface of an SMC model UPS, on the display interface, hold the MUTE and MENU buttons simultaneously for 10 seconds. The display flashes to indicate that the network interface has restarted.
SMC1500C

To reset the network interface of an SCL model UPS, insert a paperclip into the reset hole on the rear of the UPS.

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

please refer to the smart connect troubleshooting link for references

https://community.se.com/t5/Troubleshooting/tkb-p/troubleshooting-smartconnect

Regards,

Karim