How to update the firmware on APC devices monitored by your EcoStruxure IT Expert organization. Firmware updates are available as soon as they’re released.
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When the device status is Device not recognized during a firmware update in IT Expert, it is usually because IT Expert has lost communication with the Gateway or the device itself.
Common reasons for failure
The computer where the EcoStruxure IT Gateway is installed might be powered off.
Make sure the server or PC where the Gateway is installed is always on.
System requirements for EcoStruxure IT Gateway
The device is rebooting or is offline.
NMC settings allow for some devices to have scheduled shut-off periods. The device may be offline.
Log into the device. Check that there are no alarms present and it specifically states the device is online.
The device was turned on recently.
IT Expert uses polling to check whether or not devices are online or offline. An NMC device that was just turned on may take up to 20 minutes to show as online in ITE.
IMPORTANT: If you make any changes on an NMC device, make sure you log out to reboot the card.
If you make any changes to device credentials in the Gateway, you must rediscover the affected devices.
When a device is offline, some EcoStruxure IT features may not work properly.
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