SMART UPS LOOSE CONNECTION WITH CLOUD

[Maragkos_A_GR]

We have installed four Smart-UPS 1500 to four tankers of our company.

Last three months we received may notifications  “Communication Lost” without any obvious reason.

The disconnections last for 10 to 50 minutes without any other notification. We are using Starlink system and we have alreaady verified that the disconnections are not, some way connected with its performance. We suspect that something is wrong with firewall configuration but the most of the time the unit is connected with cloud service without any problem. 

It would be very helpful if you could assist us with this problem.

TH!

[MaximeLaudren]

Hi Maragkos,

This forum is about EcoStruxure Operation, not for UPS.

This is the section specific for UPS and secure power devices:

https://community.se.com/t5/APC-UPS-Critical-Power-Cooling/ct-p/critical-power-cooling-racks

You should ask in there, and will likely have more answer.

Just to give maybe another view, can you monitor the active connection from the UPS to the APC servers?

check when the system appear online, and when it's supposedly offline.

If you see the connection still established, then I would suggest to open a case to you local customer care center.

Max

[ollivia3456]

Intermittent “Communication Lost” issues can often stem from firewall settings or port misconfigurations. Verify that the required ports for the Smart-UPS cloud service are open and that no firewall rules intermittently block traffic. Monitoring logs for patterns can also help. For further assistance in troubleshooting or documentation, check out https://payforessay.net/ for professional support. Good luck resolving this!