Troubleshooting

I cannot log in If you want to log in but you cannot remember your password, try resetting your password.   If you try to log in multiple times, the Web Portal will lock your account for fifteen minutes after five unsuccessful attempts. Wait fifteen minutes before you try to log in again.

Issue 1: Troubleshooting the UPS Connection to the Cloud After you power on your SmartConnect-compatible UPS and connect the ethernet cable to your network, allow several minutes for the Smart-UPS to connect to the cloud.   If your SmartConnect-compatible UPS is installed in an enterprise location, it may require additional network configuration to allow your UPS to connect to the Schneider Electric cloud services:   If you are having difficulty connecting your UPS to Schneider Electric cloud services, see Network Requirements. See Issue 2: APC Smart-UPS Device Types below to troubleshoot the connection of your APC Smart-UPS device.   Issue 2: APC Smart-UPS Device Types There are three device types that can connect to Schneider Electric cloud services:   1. UPS with a Character Display     Supported UPS models have a 5-button LCD display (SMT/ SMX/SMTL) or a touch screen display (SRTL) and a SmartConnect Ethernet port that provides additional information about the connection between the UPS and Schneider Electric cloud services. NOTE: If your UPS does not have a SmartConnect port (1), it is not compatible with SmartConnect.   To access the SmartConnect menu via the character LCD display:   Navigate to the Status menu. Navigate to SmartConnect:   The status displayed at this location indicates the status of the connection to Schneider Electric cloud services. See Issue 3: UPS Connection Status Indicators below for more information on each status.   2. UPS with an Icon Display     UPS models that have a prefix of SMC, and a postfix of L or C, for example, SMC1000C, and a SmartConnect Ethernet port include a 3-button LCD display (icon display) that provides additional information about the connection between the UPS and Schneider Electric cloud services by displaying digit message icon codes (e.g. Sc.1) that relate to connection states. NOTE: If your UPS does not have a SmartConnect Ethernet port (1), it is not compatible with SmartConnect.   3. UPS with Status Indicators     UPS models that have a prefix of SCL, and a postfix of C, for example, SCL500RM1UC, and a SmartConnect Ethernet port include a status indicator display (1) that provides additional information about the connection between the UPS and Schneider Electric cloud services. See Issue 3: UPS Connection Status Indicators below for more information. NOTE: If your UPS does not have a SmartConnect Ethernet port (2), it is not compatible with SmartConnect.   Issue 3: UPS Connection Status Indicators The table below describes what you will see on your UPS display when the device is connecting to the Schneider Electric Cloud. Follow the recommendations to troubleshoot issues.   UPS Character Display UPS Icon Display UPS Status Indicator Description No Ethernet Sc.0 Indicator not illuminated The LED indicators above the Ethernet port are not illuminated. Action - Check that the Ethernet cable is firmly inserted into the Ethernet port by disconnecting it and reconnecting it. Once connected, the Ethernet port LED will illuminate. Addressing Sc.2 N/A The device is obtaining an IP address on the local network via DHCP. Action - If this is displayed for more than 2 minutes, check that the configuration of the DHCP server will allow the MAC address of the device. See Network Requirements. Contacting Sc.4 N/A The device is establishing a connection to Schneider Electric cloud services. Action - If this is displayed for more than 2 minutes: Check that your firewall is not blocking the outbound connection from the device to TCP port 443 on lwm2m.na.struxurewarecloud.com AND cece.prod.struxurewarecloud.com. If it is, add a firewall exception to allow direct connection to this address and port. Check that the firewall and proxy server on the network of the device does not have TLS packet inspection enabled. Ensure that the network switch has an active internet connection. Restart the device’s network interface - see Issue 4: Restart the UPS Network Interface below. If the issues persists, contact APC Customer Support. Securing Sc.5 N/A The UPS is securing the TLS network connection. Action - If this is displayed for more than 2 minutes, ensure that the following cipher suites are not blocked in your firewall configuration: TLS_PSK_WITH_AES_128_CCM_8 TLS_PSK_WITH_AES_128_CBC_SHA256 TLS_PSK_WITH_AES_128_CBC_SHA If the above cipher suites are allowed and this status persists, contact APC Customer Support. Connecting Sc.6 N/A The UPS is establishing communication with Schneider Electric cloud services. Action - If this is displayed for more than 2 minutes, contact APC Customer Support. Connected Sc.1 Green The device has established a connection to Schneider Electric cloud services, and is operating normally. Disabled Sc.7 Red Action - Contact APC Customer Support. Prohibited Sc.8 N/A Ethernet connection is not allowed due to a hardware issue or configuration. Contact APC Customer Support.     Issue 4: Restart the UPS Network Interface UPS models with the prefix SMT/SMX/SMTL   To reset the network interface of an SMT/SMX/SMTL model UPS, on the display interface hold the UP and DOWN buttons simultaneously for 5 seconds. The display flashes to indicate that the network interface has restarted. UPS models with the prefix SMC   To reset the network interface of an SMC model UPS, on the display interface hold the MUTE and MENU buttons simultaneously for 5 seconds. The display flashes to indicate that the network interface has restarted. UPS models with the prefix SCL   To reset the network interface of an SCL model UPS, insert a paperclip into the Reset pinhole on the rear of the UPS. UPS models with the prefix SRTL   To reset the network interface of an SRTL model UPS, on the touch screen interface navigate to Configuration > Communication > Smart Connect Restart > select Yes.

Error Description Action Application Error - Something has gone wrong An unexpected error has occurred, and Schneider Electric cloud services are having difficulty completing your request. This error occurs when Schneider Electric cloud services cannot attain the information you are requesting due to a temporary service interruption. Return to the Web Portal and try your request again. If the issue persists contact APC Customer Support and quote the tracking number provided. Too Many Requests Error Schneider Electric cloud service has received too many requests from your account. Return to the Web Portal and try again later. Application Timeout - Please check your internet connection Schneider Electric cloud services are having difficulty completing your request. Your internet connection may be interrupted, or Schneider Electric cloud services may be experiencing a temporary service interruption. Check that the network cable is connected to the SmartConnect Ethernet port of the UPS. Check that the network cable is connected to a network switch, and make sure that the network switch has an active internet connection. See UPS Connection to the Cloud Issues If the internet connection is active, click Retry Request. If the issue persists, contact contact APC Customer Support. Register Error - UPS Registration has timed out Schneider Electric cloud services cannot complete UPS registration because it cannot connect to the UPS. This can occur when the internet connection of the UPS has been interrupted. Check that the network cable is connected to the SmartConnect Ethernet port of the UPS. Check that the network cable is connected to a network switch, and make sure that the network switch has an active internet connection. See UPS Connection to the Cloud Issues If the internet connection is active and the issue persists, contact APC Customer Support. Register Error - UPS is already registered to another account You are attempting to register a UPS that is already registered to another Schneider Electric account. To register the UPS to your account, it must first be deleted from the Schneider Electric account to which it is already registered. See Delete your Device for information. If you do not have access to the Schneider Electric account to which the UPS is registered, contact APC Customer Support and quote the Device ID. Unauthorized - You must log in to access this page Your access to the Web Portal has expired. This can occur when you have been logged in but inactive. NOTE: Do not leave the Web Portal UI unattended. If you do not intend to use it for a period of time, log out. This message also appears if you try to access a page in the Web Portal (e.g. bookmarked in your browser) before logging in.   You must log in again to proceed with your request.

Issue 1: Check UPS State - UPS state is not compatible with firmware upgrade The UPS is not in a state that permits firmware upgrade. Visit the UPS Status page in the Web Portal and check the UPS' Operating Mode to ensure no concerning UPS states are present. If no blocking Operating Modes are displayed, check via the UPS LCD.   Resolution Ensure the input power to the UPS must be stable, and within the thresholds of High and Low output voltage. These values are configurable via PowerChute Serial Shutdown, or via the UPS LCD. See the UPS Operation Manual for options on configuring Low and High output voltage values. Ensure the battery is connected to the UPS. See the Installation Guide of your UPS for more information. Ensure there are no Critical or Warning level UPS events in progress, with the exception of the "Site Wiring Fault" event. UPS firmware can be upgraded in the presence of a Site Wiring Fault. Certain Informational events should also be resolved before initiating an upgrade, including "Load Shedding" and "Outlet Control" related events. Ensure network communications between Schneider Electric cloud services and the UPS are established, active and stable. See UPS Connection to the Cloud Issues for more information.  Ensure the UPS output power does not have a pending state change. For example, the following would prevent a firmware upgrade commencing: – A command to restart the UPS via the UPS display – An active UPS shutdown sequence – Active Load Shedding In any of these cases, turn off the UPS at the display before initiating a firmware upgrade. If firmware upgrade with output power off is required by the UPS model, turn the UPS output power off at the UPS display. If you cannot initiate a firmware upgrade via the Web Portal, navigate to FW Update Interfaces > SmartConnect on your device’s LCD screen and ensure the setting is enabled. Once the UPS status that prevented firmware upgrade is resolved, click on View Upgrade on the UPS Status page in the Web Portal to initiate the upgrade. NOTE: For UPS models with a SmartConnect Ethernet port, firmware upgrade can also be initiated via the UPS display.     Issue 2: Upgrade Not Started - Firmware upgrade could not be started The firmware upgrade cannot be initiated because network communications between Schneider Electric cloud services and the UPS have been lost, but a "Communication Lost" event has not yet been triggered (i.e communication has been lost for less than 17 minutes).   Resolution Check that the network cable is connected to the SmartConnect port of the UPS. Check that the network cable is connected to a network switch, and make sure that the network switch has an active internet connection. Click the Retry Upgrade button. If the upgrade error persists, click Cancel, and see UPS Connection to the Cloud Issues for more information. NOTE: There is also the possibility that the upgrade has occurred successfully in the background. You can check this in the Event Log for the “Firmware Version up to Date” event, or you can check the UPS Status > Firmware section for the new version with the text “Your firmware is up to date with the latest version”.     Issue 3: Timeout Error - Firmware upgrade could not be started The firmware upgrade cannot be initiated because Schneider Electric cloud services cannot connect to the UPS. This issue may occur when Schneider Electric cloud services are experiencing a temporary service interruption or when the network communications between Schneider Electric cloud services and the UPS have been lost, but a Communication Lost event has not yet been triggered.   Resolution Check that the network cable is connected to the SmartConnect port of the UPS. Check that the network cable is connected to a network switch, and make sure that the network switch has an active internet connection. See UPS Connection to the Cloud Issues for additional connectivity troubleshooting options. Click the Retry Upgrade button. If the upgrade error persists, contact APC Customer Support. NOTE: There is also the possibility that the upgrade has occurred successfully in the background. Check for the “Firmware Version up to Date” event in the Event Log.     Issue 4: Upgrade Error - Firmware upgrade status cannot be confirmed The firmware upgrade is in progress, but the UPS is taking longer than 17 minutes to re-establish communications with Schneider Electric cloud services.    Resolution Check that the network cable is connected to the SmartConnect port of the UPS. Check that the network cable is connected to a network switch, and make sure that the network switch has an active internet connection. Check the LCD display of the UPS, and note the firmware version, and any UPS errors. If the issue persists, contact APC Customer Support.     Issue 5: Upgrade Error - Upgrade could not be completed The firmware upgrade was initiated, but could not be completed and the firmware version remains out of date.    Resolution Check the UPS Status page for Critical or Warning level UPS events. See UPS Events for information on how to resolve a Critical or Warning level UPS event. Check the UPS LCD display for a UPS state that may affect UPS firmware upgrade completion. See Issue 1 above for for more information on UPS states that prevent firmware upgrade completion. Once the UPS is in a state that permits firmware upgrade, run the firmware upgrade again. If the firmware upgrade does not complete, it may be necessary to use the Firmware Upgrade Wizard to upgrade the Firmware of the UPS. See Knowledge Base article FA164737 for more information on the Firmware Upgrade Wizard.     Issue 6: Lost Communication and PowerChute During a UPS firmware upgrade, network communications to the UPS are interrupted for a few minutes. If you are using PowerChute Network Shutdown or PowerChute Serial Shutdown to manage your UPS and you have configured a shutdown sequence to occur in the event of lost network communications, it is important to note that performing a firmware upgrade via Schneider Electric cloud services interrupts network communications, which may trigger any shutdown sequences configured in PowerChute for that event.

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.

To successfully sign up to the Web Portal, ensure your password adheres to the Password Requirements as detailed in Sign Up to the Web Portal.   If you are having difficulty signing up to the Web Portal with your email address because it was already registered with Schneider Electric, you may need to perform a Password Reset to regain access to your account. See Updating your Profile for more information.   Registration email not received If you have signed up for a Schneider Electric account but you have not received your registration email at the email address provided during sign up, check the following: Ensure you entered your email address correctly and try to sign up again. Check your Junk email folder. Ensure you do not have any email filter rules applied to smartconnect.apc.com. Resend the email using the resend button available during sign up. If you do not receive the registration email after a few minutes, try using an alternate email address. If the issue is not resolved, contact APC Customer Support.   Unsolicited Email Received If you have received email from the Web Portal but you do not have a Schneider Electric account, see "Why did I receive an email from SmartConnect?"

QR Code Registration    How do I install a QR Code Reader on my mobile device? A QR Code Reader is available from the Google Play™ store or Apple App Store®: Visit the app store for your device. Search for a QR Code reader. Install the app. See "QR Code Scan" in Add your Device.   My device does not support installing a QR code reader If your device does not support a QR code reader, you can register your SmartConnect-compatible UPS with your account using the Product Code. See "Product Codes" in Add your Device.   The QR Code scan does not work, what should I do? If the QR code reader does not work, you can register your SmartConnect-compatible UPS with your account using the Product Codes.   NOTE: Ensure that 4-5 minutes have elapsed after you have connected your SmartConnect-compatible UPS before attempting to register your device.     Product Code Registration   I cannot find my Product Codes The product codes include the Product ID and Product Key, and are located on the UPS label. See "Product Codes" in Add your Device for more information.   Someone has already registered my UPS to their account See "Register Error - UPS is already registered to another account"  in Web Portal Application Errors for more information.   The Web Portal cannot find the UPS device When the Product ID or Key is not recognized by the Web Portal, or the UPS is not connected to Schneider Electric cloud services. Check that you have entered the Product ID and Key correctly. See "APC Smart-UPS Device Tyles" in UPS Connection to the Cloud Issues to troubleshoot connectivity issues. If the UPS is connected to Schneider Electric cloud services, and the Product codes are entered correctly, contact APC Customer Support.  NOTE: Ensure that 4-5 minutes have elapsed after you have connected your SmartConnect-compatible UPS before attempting to register your device.