Unable to add SMC1000 to EcoStruxure again

[HPenk]

We recently closed one of our remote sites and recovered an SMC1000-2UC model with a smartconnect code.  The unit was removed from our EcoStruxure IT Expert portal.  As we're building a new site at a different location, our intent was to move this unit to the new site during the network install.  However, I am unable to reconnect this unit to EcoStruxure - the error points to this unit already being connected to EcoStruxure.  There does not seem to be a way to factory reset this unit, nor can I find any documentation on how to fully remove the unit so we can add it back.  I have the S/N and smartconnect info for this unit (labels on the back of the unit). 

[JLehr]

Hi @HPenk,

Are you connecting this UPS to IT Expert using its SmartConnect ethernet port, or are you using an NMC and discovering it in EcoStruxure IT Gateway?

If you haven't already resolved this issue, I suggest that you request support.

Best,

Jackie

[HPenk]

Tried both methods, as we do have some APC legacy devices that don't offer the SmartConnect port.  We have been running w/ a Gateway for over a year, and about 1/2 of our devices are connected that way.  The deeper question is:  Why doesn't the smartconnect code work as intended.  Frankly, that is the principal reason why we went with APC rather than one of their competitors, and ... TBH, it's letting us down all over the place.  I would have had more success if we stayed agnostic, monitored our UPSs via a regular SNMP service, and manually logged into each device to manage them.  Instead.... we constantly struggling to connect devices across a large deployment landscape, and... then when we do finally connect it we lose simple management capabilities like being able to update the firmware with many devices.  It's maddening.

[BjarkeFenger]

Hi @HPenk 

It seems you are encountering some issues. Please reach out to support for troubleshooting and resolutions. 

For your other question about functionality, there is an article here that describes diffeences: https://community.se.com/t5/IT-Expert-via-ethernet-port/EcoStruxure-IT-features-available-for-Smart-... In general "IT Expert" is designed for fleet management of SNMP connected devices, SmartConnect is a different protocol and has a dedicated SmartConnect portal for full functionality. 

[HPenk]

Thanks.... I'm keenly aware of the SmartConnect portal.  We already have a couple dozen devices/sites utilizing it.  This device WAS on the portal via IT Expert, but for some reason removing it and trying to reconnect it under a different site (once we physically moved it out of one warehouse and into another one), is causing the adoption process to fail.  There's no documentation on this; looks like we'll need to spend hundreds of dollars to send out a 3rd party tech to press a "factory reset" and then use the SNMP method.  Which... again... there are better ways than the APC method/software:  PRTG, ATERA, and ManageEngine (which we also use).  I can't help but think that a couple of years ago we were over-promised and under-delivered;  On a product that feels like it hasn't been updated since ~2010.  

[JLehr]

Hi @HPenk,

There are articles in the EcoStruxure IT Help Center, which is on the same platform as this forum.

There are a few that I think will help you in this section.

I hope you will request support to help you clear this up.