We moved a 1500C Smart UPS to a new location and now it will not communicate

[JKar]

Good afternoon all,

We purchased a Smart APC 1500C UPS and set it up in our main location without issue. I then brought it over to another one of our locations with a different subnet and different ISP IP address and now it will not communicate. The network cable that is plugged into it was just working fine with our old 1500 that was replaced by this one. Just to rule it out, I tried other cables and still no luck. The UPS has 0 built in controls and can only be managed through the internet in the cloud. (this model does not have the up and down arrows that the non C version has). I held down both the mute and function buttons multiple times. It restarts with Sr0 on the screen. The forums said that this should wipe the settings and pull a new IP address on the new subnet, but it is still showing as "Critical: communication lost" in the web portal and it is not showing up as a connected device on our network in our asset control software as it did in our main office.

Can anyone assist here?

[Teken]

Show me a photo of the front and back of the system. Along with a clear photo of the model, serial number.

Questions Ask . . . 👍

[JKar]

Good morning,

The battery backup is currently located in another location. I can make a trip over there if needed. Why do you need the serial number? My understanding is that it is a bad idea to post a unique identifier in an open forum.

The main issue I feel that I am having here is with the smart connect system as a whole. I was hoping to get feedback from someone who has experienced this issue before.

Any help finding a solution to this problem is appreciated.

Thank you,

-Jason

[JKar]

Good morning Teken,

Thank you for the response. The UPS is currently in a different location, I can drive over there and get the pictures if needed. Why do you need the serial number? I always thought that posting a serial number in an open forum was a bad idea. The model is "Smart-UPS 1500". The issue I believe we have here is with the smart connect system and the fact that the UPS has very little to no internal management functions. I cannot reset the IP address or even see if the thing is connected to the internet on the machine itself. I was hoping to get feedback from someone who either has this exact model or had a similar issue with a smart connect device manufactured by APC.

Any help is appreciated.

[JKar]

Good afternoon everyone,

I searched the user manual again and saw that holding down the mute and list button enters configuration mode, it did not do anything else.

I will be taking a trip tomorrow to our other location to attempt to get this working. I can provide photos while I am there.

Does anyone know how to fully powercycle or reset this thing? I am hoping that a simple turn off and turn back on will fix it. The manual does not have instructions on how to do this.

Thank you,

-Jason

[Teken · Accepted solution]

The serial number will provide insight as to the production date of the hardware. There is no way for anyone in the public domain to link you or anyone else to the serial number of the hardware. Regardless, you can always hide the last three digits if you wish as all I need to see is the first alpha numeric and four numbers. 

I understand when you state this is a "Smart-UPS 1500" . . . 👍

Sadly, that is a APC *Naming / Marketing* problem and the unit you have isn't a Smart-UPS 1500 but something like a SMC, SMT, SMX, SRT, SRV-1500 something. This is what I want to know and by the photo I can tell exactly what it is vs the generic name of Smart-UPS which is a generic label / UPS Series Name. ☝️

The reason for asking (more specifically) for the production year is several models were refreshed. As such the user manual as to how to reset / default the system is different. The system will also behave differently if the firmware is different.

Questions Ask . . . 👍

[JKar]

Good morning Teken,

The problem was a configuration issue on our side. The Unit is now communicating with Smart Connects servers. Thank you for all of your help, I marked your last post as a solution.

Thanks again,

-Jason

[Teken]

Hi Jason,

Great to hear and appreciate the follow up as to root cause.

Rock On . . . 👍