EcoStruxure IT Expert Troubleshooting

March 2023   Device Definition Files (DDFs) for assets from the following data center infrastructure device manufacturers are included with an active Data Center Expert (DCE) Software Support contract for all monitored nodes or IT Expert (ITE) subscription:   Eaton Vertiv Raritan Server Technology CyberPower Tripp Lite Stultz   Existing and new DCE and ITE customers can request standard DDFs for assets from these manufacturers without incurring additional cost.   Customers who require customized DDFs, and customers with assets from manufacturers that are not included in the support contract or subscription, can request DDFs at a much lower cost. Please contact your local sales representative for pricing and availability.     Asset Definition is a paid service for new, third party Device Definition File (DDF) requests for Data Center Expert or EcoStruxure IT Gateway device support for devices not included in the Gateway device library.   If any of your power and cooling devices are unsupported by the Gateway or by Data Center Expert, you can purchase this service to create and program support for up to twenty devices, including up to three revisions.   Device support purchased for individual devices is designed to be compliant for either Data Center Expert or EcoStruxure IT Gateway, not both.   Support for devices will be delivered on a pre-defined date. Pricing is customized based on the number of DDFs you request.    The Data Center Expert DDF repository and EcoStruxure IT Gateway Device Library now contain the most commonly requested DDFs. Support for additional third party devices from manufacturers that are not included in your DCE software support contract or IT Expert subscription can only be added through the Asset Definition service.    Data Center Expert software support contracts and IT Expert subscriptions include the following IT manufacturers: Eaton, Vertiv, Raritan, Server Technology, CyberPower, Tripp Lite, and Stultz.   DDF requests for APC devices are free of charge.   How to request device support using the service   The Asset Definition service is available for requests to monitor third party devices in EcoStruxure IT Gateway, IT Expert, and Data Center Expert, and to use the EcoStruxure Asset Advisor service.   Contact support to submit a request   For more information about asset definition and other custom services, go to https://www.se.com/us/en/product-subcategory/7830-management-software-services/ 

EcoStruxure IT Expert uses SNMP to pull device data including the Last Battery Replacement date that is used in the UPS Score assessment.   It is best practice to update this setting to make sure that IT Expert uses the most up-to-date information to correctly analyze and score data in the UPS Score assessment.   How to update Last Battery Replacement Date in IT Expert   IT Expert Administrator users can update the battery date on APC SNMP devices that support config.ini.  See Single device configuration   Otherwise, you can manually update this setting in the UPS’s Network Management Card (NMC).   How to update Last Battery Replacement Date in the NMC web interface   Open a browser and navigate to the IP address of the UPS’s NMC.   Enter the administrator username and password.   Go to Configuration > UPS. Note: For 5.x firmware and older, go to UPS  > Configuration > general. To get the latest features and improve security, consider updating your device firmware to the latest version. See Device configuration   Update the Last Battery Replacement date with the correct date.   Select Apply to save the new setting.     ITE_UPS_battery_replacement_date_1_360011216218.png Is the Last Battery Replacement option missing from the NMC web interface?   Unfortunately, there are UPS NMCs that lack the Last Battery Replacement date option in their user interface. For these devices, use FTP to update the data directly in the config.ini file:   Open a command window and enter the command: ftp <IP Address of the NMC>  ITE_UPS_battery_replacement_date_2_360011216218.png   Enter Administrator username and password.  ITE_UPS_battery_replacement_date_3_360011216218.png   Enter the command: get config.ini  ITE_UPS_battery_replacement_date_4_360011216218.png FTP will download the config.ini into the current working directory.   Use File Explorer to navigate to the working directory.   Open the config.ini file with a text editor.   Use CTRL+F to find BatteryDate in the file.   Change the date after = using the xx/xx/xxxx format:  ITE_UPS_battery_replacement_date_6_360011216218.png   Save the file.   Go back to the command window. If the session has ended, log in again (follow steps 1-4).   Enter the command: put and then drag and drop the config.ini file into the command window.  ITE_UPS_battery_replacement_date_5_360011216218.png   Once file transfer has completed, enter the command: bye     The next time EcoStruxure IT Expert polls the UPS, it will update the last battery replacement date. Please allow 24 hours for the UPS Score assessment to reflect the correct dates.  

Some Symmetra UPSs do not provide the data to display battery wear information in the EcoStruxure IT Expert UPS Score assessment.  Currently supported Symmetra UPSs Symmetra 100K Symmetra 16000 Symmetra 160K Symmetra 20K Symmetra 40K Symmetra 48K Symmetra 80K Symmetra LX 16000 Symmetra LX 16000 RM Symmetra LX 8000 Symmetra LX 8000 RM Symmetra PX 250 Symmetra PX 500 Symmetra RM 6000 Unsupported models Symmetra MW UPS Symmetra MW Symmetra MW EBS  

Device groups in Data Center Expert and the location hierarchy on IT Expert are completely separate. You maintain the location hierarchy on IT Expert. The location hierarchy on IT Expert does not synchronize from DCE. Changes to the device group hierarchy in the DCE user interface do not appear on the Devices page.

EcoStruxure IT supports tens of thousands of data center devices. We are constantly working to grow our library of devices that we can model and monitor.   If during the initial setup of the Gateway, you discover that one or more of your devices are not yet supported, you can request device support. You can follow the progress of your requests on your EcoStruxure IT Help Center profile page.   If you can't discover supported devices on your network, see How to troubleshoot SNMP communication issues in EcoStruxure IT Gateway.

The EcoStruxure IT Gateway gathers the event.txt log daily for most APC devices using the Gateway's FTP credentials, apc/apc by default. If the Gateway credentials don't match those on the device, a warning email message is sent every day for each device: Warning: System detected an unauthorized user attempting to access the FTP interface from <IP address>. Change the FTP settings in the Device File Transfer Settings option in the Gateway to match those on the device. See Configuring device file transfer settings. Note: SCP is supported in Gateway 1.9.0 and newer. SCP is a secure alternative to FTP for event.txt, device configuration, and firmware update.  It is strongly recommended that you use SCP and disable FTP on your APC NMC-based devices.

You can delete the account for your organization on the EcoStruxure IT website.   When you delete your organization, any associated users, devices, locations, and call priority lists will also be deleted.   Go to https://se.com/dcim and log in. Select Administration, then select the Organization tab. Click Delete.

Configuration for a device can be unavailable in IT Expert if the device is misconfigured. Note: Only APC NMC devices are supported. 9391403190301_9391366703261.png   To troubleshoot: Device credentials are not configured correctly Make sure the SCP and FTP settings are configured correctly on the APC NMC device and in the Gateway. Configure Gateway device file transfer settings Device config.ini contains line breaks IT Expert cannot process the config.ini file for APC NMC devices if any entry in the file contains multiple lines. Line breaks can be introduced into the config.ini file [SystemID]Message field when multiple lines are used in the System Message on the NMC's Configuration > General > Identification page. Log in to the NMC. Remove or replace the System Message. If a System Message is needed, make sure to type the message in one continuous line with no line breaks. Reboot the NMC. Rediscover the device in the Gateway.

Some Galaxy 3-phase UPSs do not provide the data to display battery wear information in the EcoStruxure IT Expert UPS assessment.  Currently supported 3-phase Galaxy UPSs Galaxy VS GVSUPS100KB5G GVSUPS100KH GVSUPS20KB2H GVSUP50KH MGE Galaxy 3500 10 kVA MGE Galaxy 3500 15 kVA MGE Galaxy 3500 20 kVA MGE Galaxy 3500 3:1 15 kVA MGE Galaxy 3500 3:1 20 kVA MGE Galaxy 3500 3:1 30 kVA MGE Galaxy 3500 3:1 40 kVA MGE Galaxy 3500 30 kVA MGE Galaxy 3500 40 kVA  

Check that: The devices are communicating on the network. The devices are communicating with the EcoStruxure IT Gateway. The Gateway is communicating with IT Expert.  IMPORTANT: You must install the EcoStruxure IT Gateway software on a computer that is always on. See System requirements for EcoStruxure IT Gateway ITE_FAQ_device_offline_360037714334.png  

Sometimes alarms do not clear from the EcoStruxure IT web interface even though the device itself no longer shows the alarm. This can occur for many reasons. The most common reason is that the APC Network Management Card in the device did not send the alarm cleared information via SNMP. Reboot the NMC to clear the alarm. How to reboot the APC NMC For NMC firmware 3.x.x and 5.x.x Log in to the device and go to Administration > General > Reset/Reboot > Reboot Management Interface.   For NMC firmware 6.x.x Log in to the device and go to Control > Network > Reset/Reboot > Reboot Management Interface.   If the alarm does not clear after rebooting the APC Network Management Card, contact your local technical support for assistance.   Note: For third party devices, contact the manufacturer to reboot the network card.

The following error occurs when you log in to EcoStruxure IT before you complete the sign up and authentication process or you log in from a bookmarked URL that is incorrect. bookmarkerror_360011816857.png access_denied: Password login via OIDC-conformant clients with externally-hosted login pages is unsupported. Alternatively, login could have been initiated from the wrong place (e.g., a bookmark).   Solution Customers can bookmark this link and log in from: https://app.ecostruxureit.com/manage/customer-login Partners can bookmark this link and log in from: https://app.ecostruxureit.com/manage/partner-login