SMT1500IC Lost communication

Starflashbully · ‎2023-01-20

Hello together,

I'm from Germany and I've been using the USV mentioned above since 2019 with no problems. This night I got an Email which said that the USV lost communication. In the Dashboard there is a textbox which says that there a upcomming network changes... Did there go something wrong?

I can ping the IP of the USV, it's registered in my home-LAN and I haven't changed anything... does anybody know what the problem could be? I've also tried to reset the Smartconnector...

Thanks for your help!

JPl · ‎2023-01-23

Hi! I also have this problems with my Smart UPS SMC1500-I. I installed my UPS 12/01/2023 and were OK, but this time (since 20/01) I get critical status " Communications Lost". Ping - Ok. I've also tried to reset the Smartconnector... but situation don't change.

Starflashbully · ‎2023-01-24

Hi @JPl, Have you tried to reset the USV, too or just the Connector by pressing up and down Button for 5 seconds?

JPl · ‎2023-01-25

Hi! Yes I tried to reset UPS:

1. by pressing up and down Button for 5 seconds.

2. by shut down electro

3. change configuration in menu (pressing up and down Button for 2 seconds)

... but situation didn't have changed.

But today, when I got your e-mail, I open smart connect Web and

all OK.

I don't understand, but may be it is site's problems?

Starflashbully · ‎2023-01-25

It seems to me that every night between 3 and 4 am the connection is lost, and during the day it reconnects by itself. This is happening since Jan 20th.

JPl · ‎2023-01-25

OK. Thanks for info. Think, I will control this situation.

JPl · ‎2023-01-25

Hi! For information! This moment (Time - 15:37) - communication lost!!! Ping - Ok.

Starflashbully · ‎2023-01-25

Hey 🙂 Where do you come from? Here it is 14:45, connection is good at the moment.

JPl · ‎2023-01-25

I am from Latvia! 🤗

Starflashbully · ‎2023-01-25

Ok, really just one hour in front of us here in Germany. I would have thought that your next disconnect should be this night between 4 and 5 am in your timezone.

Can you check in your history if the disconnects are always at this time?

JPl · ‎2023-01-25

Hi! Situation in this morning (7:50)! I have 2 UPS with SmartConnect.

JPl · ‎2023-01-25

Starflashbully · ‎2023-01-26

Hey 🙂 I've written some Mails to the APC Support and today I got the answer that they figured out a problem on their platform which should be ok until next week.
I hope this will solve our problems then 🙂

JPl · ‎2023-01-26

Hi! Thank you for info.

Key words - "until next week" . 🙂 Will waiting....

Can you give me APC support email?

Thanks.

Good weekend!!!

Starflashbully · ‎2023-01-30

HI! What do you mean with APC Support Email? Do you still have disconnects?

Best greetings!

JPl · ‎2023-01-30

Hi! I'm going to write them e-mail, because situation don't change. Look ....

JPl · ‎2023-01-30

JPl · ‎2023-01-30

Starflashbully · ‎2023-01-30

Good Morning! I've also still the same problems, every night it is disconnecting. I've called them via the Support Page. A ticket was created then. Maybe this helps?

Best greetings!

JPl · ‎2023-01-31

Hi! Thank for you info. Yesterday I also wrote e-mail in Support. A ticket was created then, and today I see a good result. All my APC have a good smartconnect!!! I hope - will be OK 🙂