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ITE FAQ
Answers to common questions about using EcoStruxure IT Expert
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When your order for an EcoStruxure IT Expert yearly subscription is completed through your preferred partner, an email with a license key is sent to the address on the purchase order (PO).
Either you or your partner can activate the license directly on the EcoStruxure IT website using this license key.
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To activate the license:
Log in to https://app.ecostruxureit.com/manage/
Click Administration > Subscriptions > Manage subscriptions.
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To redeem your license, enter the license key and select a start date. You can select today or a later start date at your convenience. You can stack multiple licenses in the platform as you grow. For each license, you will will enter a separate license key.
Add your partner to your account. If you prefer, you can add your partner information later. See how to allow Partner Administrator access to IT Expert
Click Redeem.
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If you have an existing EcoStruxure IT account that is not associated with a partner, you must ask your partner for their Partner ID.
Once you get the Partner ID, you can associate your EcoStruxure IT account with your partner:
Log in to EcoStruxure IT https://app.ecostruxureit.com/manage/
Go to Administration > Subscriptions.
Click Add partner.
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Add the Partner ID and click Find.
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If the Partner ID is correct, your partner's contact information will be displayed. Click Add partner.
When you add a partner to your EcoStruxure IT account, your partner has read-only access to your device data on EcoStruxure IT by default.
You can grant your partner Administrator access to your organization and access to API device data on the Administration > Subscriptions tab in IT Expert.
You can revoke partner access to your organization at any time.
See Partner access to device data
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Log into EcoStruxure IT. Click the profile icon in the top right corner, and click My profile.
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Choose Metric for Celsius or US Customary for Fahrenheit. Save your changes.
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You can remove devices monitored by EcoStruxure IT Expert in the user interface of the EcoStruxure IT Gateway.
Log in to the Gateway where the device was discovered.
Go to Devices and then Delete devices.
Click Delete next to each device that you want to remove.
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If the Gateway is no longer available, you must remove the Gateway from your account to remove the devices from IT Expert.
Log in to IT Expert.
Go to Administration > Gateways and select the Gateway you want to remove.
Click Disconnect... to delete the Gateway and the associated devices from your account.
EcoStruxure IT Expert supports these browsers:
Microsoft Edge®
Mozilla® Firefox®
Google Chrome™
Safari
Set the screen resolution to at least 1024 x 768.
Also see System requirements for EcoStruxure IT Gateway
You can export the IT Expert device list to CSV, with a limit of 1000 devices.
If you monitor more than 1000 devices, you can filter the inventory list by location, device type, or another option and export more than one list.
Go the Inventory page and choose a location.
Filter the list as needed, and then click Actions > Export to CSV.
See how to Import a device list to discover devices in EcoStruxure IT Gateway
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You can also export device sensor measurements and metrics to CSV. See Share a sensor plot
Battery wear data in the UPS Score assessment is currently available for APC by Schneider Electric single-phase Smart-UPS only.
For more information, see UPS Score assessment
In EcoStruxure IT, there is no option to transfer devices discovered by Data Center Expert to IT Expert. IT Expert requires the EcoStruxure IT Gateway.
If you have already connected a DCE server to EcoStruxure IT, and you want to use only IT Expert:
Remove the DCE server from your organization.
Download and install the EcoStruxure IT Gateway.
Discover devices.
Connect the Gateway to your organization in IT Expert.
If you have already connected a DCE server to EcoStruxure IT, and you want to try IT Expert without removing DCE:
Create a second account and a new organization. You cannot monitor the same devices in DCE and IT Expert in the same organization.
Download and install the EcoStruxure IT Gateway.
Discover devices.
Connect the Gateway to your organization in IT Expert.
You can use IT Expert device configuration for the NetBotz Rack Monitor 200 and NetBotz Rack Monitor 250 only.
NetBotz 355, 455, 450, 570, 750, and 755 are not supported at this time.
Only the values exposed in the config.ini for both the source and destination APC SNMP device can be configured. User management settings may not be available on some devices.
See Device configuration
Log in to EcoStruxure IT.
Go to Administration > Subscriptions.
See Days of trial remaining for the free trial, or Days of license remaining for your IT Expert subscription.
If your trial has expired, and you have not subscribed to IT Expert, many features will no longer be available.
What happens if my IT Expert subscription expires?
IT Expert subscription feature comparison
The default polling interval for the Gateway is every 5 minutes for all devices. In Gateway version 1.13 and newer, you can configure 1 minute polling for up to 25 devices.
The Gateway registers for SNMP traps on APC devices with the Network Management Card. Alarms on these devices are registered within seconds.
Modbus and 3rd party devices rely on the configured polling cycle to register alarms.
Device attributes
The Gateway polls and automatically updates device attributes once every hour. This is not user configurable.
If you have recently updated the firmware on an APC device by a method other than through IT Expert, you might see that the firmware version has not updated in the Gateway or in IT Expert.
To manually update device attributes in Gateway 1.81 and newer:
Log in to the Gateway.
Click a device and go to the Details tab.
Click Retrieve details.
In Gateway versions older than 1.8.1, rediscover the device to update its name.
Yes. A firmware update catalog is maintained in EcoStruxure IT.
IT Expert subscribers can get firmware updates for monitored APC devices running firmware older than the latest available version.
NOTE: The latest firmware updates might appear on apc.com or se.com before they are available in IT Expert.
If your IT Expert subscription expires, the following features will be removed from your next session:
Dashboards
Assessments
Management
Reporting
Notifications
You will only have access to:
Basic monitoring: Location management, inventory of devices, basic device properties, and the number of alarms
Administration: User management, Gateway management, and subscription management
When you activate your subscription, your dashboards, reports, and sensor history are still available.
To prevent interruption of your service, contact your local Customer Success Manager.
Note: Schneider Electric reserves the right to turn off and revoke paid EcoStruxure IT Expert service upon termination of subscription.
EcoStruxure IT Expert subscription feature comparison
You must contact your local technical support and verify you have a valid software support contract to receive the latest version of the Data Center Expert update file.
Once your support contract is verified, you can log in to EcoStruxure IT Entitlements to download the DCE software update file.
DCE release notes
Devices can be shown as Not analyzed in the Device Security assessment for a number of reasons:
A device is not an APC NMC device. Only APC NMC devices are supported in the Device Security assessment at this time.
Valid FTP or SCP settings are not configured on the device. See Configure Gateway device file transfer settings
The device does not support config.ini or is unable to transfer it to EcoStruxure IT.
See Device Security assessment
The Gateway polls and automatically updates device attributes once every hour. This is not user configurable.
If you have recently updated the firmware on an APC device by a method other than through IT Expert, you might see that the firmware version has not updated in the Gateway or in IT Expert.
To manually update device attributes in Gateway 1.81 and newer:
Log in to the Gateway.
Click a device and go to the Details tab.
Click Retrieve details.
In previous Gateway versions, rediscover the device to update its name. NOTE: It is not necessary to delete the device. Simply rerun the device discovery.
To avoid this issue, perform all future device updates though IT Expert.
When you update your APC device firmware using IT Expert's Management > Device Configuration option, IT Expert manages updating the device firmware and keeping the device information in EcoStruxure IT up-to-date, including the current firmware version running on the device.
The IT Expert Device Security assessment recommends that you use SCP as the file transfer protocol on your APC NMC-based devices (NMC2 and NMC3). SCP is a secure alternative to FTP for event.txt, device configuration, and firmware update.
Note: The EcoStruxure IT Gateway does not support SCP on APC NMC1 devices.
In APC NMC firmware versions 6.8.0 and newer, SCP does not allow file transfer until the default Super User password (apc) is changed.
Configure SCP on APC SNMP devices
IT Expert Administrator users have two options to quickly configure SCP as the file transfer protocol on APC SNMP devices that use config.ini:
Use the Management > Device configuration option to select an APC SNMP device to use as the source to configure settings on other APC SNMP devices monitored by an EcoStruxure IT Gateway.
Use the Single Device Configuration option available from the Inventory tab. Click the APC SNMP device you want to configure, and then click the Configuration tab.
Tip: In config.ini, use the SSH entry to enable SCP.
Configure SCP in the Gateway
SCP is supported in EcoStruxure IT Gateway 1.9.0 and newer.
Add the correct SCP credentials for your discovered devices on the Gateway Settings > Device credentials page. Tip: SCP credentials for NMC devices are the SSH access credentials.
Discover the devices in the Gateway again. Do not delete the device before you run the discovery. Rediscovery does not affect the historical data.
See How to change device file transfer settings in the Gateway from FTP to SCP
Troubleshooting
To resolve the Invalid APC file transfer credentials error in the Gateway:
Click Fix SCP in the error on the Device Discovery page in the Gateway. GW_fix_SCP_360019508377.png
Make sure SSH is enabled on the device.
Verify that the SCP credentials you added are correct. Try to successfully log into the device's web interface SSH console.
Make sure port 22 (the Gateway default port for SCP) is allowed on your network.
Need more NMC help? Links to product pages to find user manuals for NMCs are here.