UPS Monitoring Issues

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Issue 1: Notification not received

When a UPS event has occurred and is visible in the Event Log, but you have not received a notification. 

Resolution

• Ensure that your Smart-UPS device is on a Standard or Advanced plan.
• If you opted for email notifications, check your junk folder and make sure you do not have any email filter rules applied to smartconnect.apc.com.
• Ensure your Notification preference is configured correctly.
• Ensure the UPS event is added to a configured notification.
• If you have recently unsubscribed from Email Event Notifications, you can Resubscribe to rectify this.
• Follow the steps outlined in UPS Connection to the Cloud Issues to check if your UPS is connected to Schneider Electric cloud services.
• If the issue persists, contact APC Customer Support.

Issue 2: Too many Notifications received

In certain circumstances, UPS events may repeatedly occur and be resolved rapidly. For example, if the input power to the UPS is unstable during a power event (e.g. a power outage), it is possible that the UPS will repeatedly go on battery in response to this event. The Web Portal will send notifications for each of these events, as configured by you. 

Resolution

• If you are receiving more notifications than desired for non-critical events, reconfigure your Notifications to the minimum level, or create custom notifications.