ITE Configuration

Service contract information for monitored devices in your organization is now available on the Service contracts tab in the Services and Warranties option in the left sidebar.   Service contract information is updated weekly from the Schneider Electric database. Contact your partner to manage your device services. Note: Advantage Plans are shown on the Service contracts tab.   Logged in users can view the devices for which they have Viewer permission or higher.   Services are provided by qualified Schneider Electric Services personnel to help you operate your DCIM solution.  Learn more...   Service contracts tab Select a location and filter the device list to see an overview of services and covered device types, including services that are Active, Expiring within 90 days, Expiring within 30 days, Expired, or information is Unavailable.  Note: Service contracts with an activation date in the future are not shown.   Filter by service coverage, expiration, service level, device type, and manufacturer.   Click the device name to see service details for the device. When there is more than one service displayed, services are listed in order of closest expiration.   When more than one service is associated with the device, there is an indicator in the Service level column, for example, +2 for two services. The expiration date shown is the date closest to expiration.   You can export a CSV report based on your location and filter selections.      

Service visit information for devices in your organization is available on the Service visits tab in the Services and Warranties option in the left sidebar.   Logged in users can view service visits for the devices for which they have Viewer permission for higher.   Administrators and Operators with the appropriate permission can schedule and reschedule service visits for devices with an active service contract.     View contract information on the Service Contracts tab.       Service visits tab   Select a location to see an overview of service visits. Filter the list by date range, timeline, action, request status, visit type, and device type to see only the information you need.   Timeline Filter the list by the stages of services visits.   To be scheduled:  Click the device name to schedule a service visit for a device with an active service contract. Upcoming: Click the device name to view details for scheduled visits. Click the calendar icon next to the date    to download the .ics file to add the visit to your calendar. Note: When you reschedule a service visit, the .isc file does not update until you confirm the new date. Download the file again to update the time on your calendar. Ongoing: The service visit for the device is in progress. Click the device name to see service visit information. Past: The service visit has completed. Click the icon next to the service visit number    to view and download a report.   Actions Available actions are shown for service visits in the selected location. Options include:   Scheduling needed: Click the device name to schedule a service visit for a device with an active service contract. Reschedule visit: Click the device name to reschedule a service visit. Note: When you reschedule a service visit, the .isc file does not update until you confirm the new date. Download the file again to update the time on your calendar. Reports available: Click the icon next to the service visit number for an ongoing or completed visit    to view and download a report.   Status The status of service visits is shown for the selected location. Options include:   Schedule requested: Request for service visit submitted Reschedule requested: Request to reschedule service visit submitted Awaiting confirmation: Service visit confirmation not received Completed: Service visit scheduled in the past and completed Unscheduled: Service visit not scheduled Ongoing: Scheduled service visit in progress   Service visit types   Preventive Maintenance Commissioning & Installation Provisioning Assessment/ Inspection   Schedule a service visit   Administrators and Operators with the appropriate permission can schedule and reschedule service visits for devices with an active service contract.         View contract information on the Service Contracts tab.   Filter the list to see the devices that have service visits to be scheduled.  Click the device name. Select the service visit you want to schedule. Provide contact information, the reason for the service visit, and select up to five dates for the visit.  Click Request scheduling. A service representative will contact you to finalize the date.    

The Warranties tab accessed from Warranties and Services in the left sidebar shows an overview of warranty information for devices in your organization.   Warranty information is updated weekly from the Schneider Electric database. Contact your partner to manage your device warranties. An information icon in the device list indicates that the warranty information was manually entered on the device's details page. Note: Advantage Plans are shown on the Service contracts tab.   Select a location and filter the device list to view an overview including warranties that are Active, Expiring within 90 days, Expiring within 30 days, Expired, or information is Unavailable.    Logged in users can view the devices for which they have Viewer permission or higher.   You can export a CSV report based on your location and filter selections.       Select a device to view its device warranty information.   The Warranty status and Warranty expiration date from the Schneider Electric database are automatically shown for Schneider Electric devices.  These values cannot be modified in IT Expert. Contact your partner to manage your device warranty.     Warranty information shown in IT Expert for third party devices and Schneider Electric devices that are not in the Schneider Electric database can be modified by Administrator and Editor users if it is not correct.     Also see Custom properties in IT Expert  

Create locations in the Modeling option in IT Expert to organize your monitored devices the way that makes the most sense to you. Choose from location types in a logical hierarchy: Group, Site, Building, and Room.     9:12  Edit hierarchy from modeling view   You can view your locations, and the devices in each location, in both the desktop application and the EcoStruxure IT app.   Create a location   On the Modeling tab, click the toggle to enable editing.    Click the plus icon next to the location where you want to create a location type.     Specify the location type and a name.   Add a street address or GPS coordinates (optional). For street addresses, a Google Maps address will be displayed as you type. For GPS coordinates, enter the location's latitude and then the longitude in decimal degrees (DD) format. Example: 34.88, -41.2   idea_icon_360034427434.png Right click a location in Google Maps or other mapping software to find its GPS coordinates.   Nesting location types in the hierarchy   Choose from location types in a logical hierarchy in this order: Group, Site, Building, and Room. You create rows and racks in the floor editor.   You can create one or more location types from the allowed options displayed for your selection:   Location > Group > Site > Building > Room Group > Group > Site > Building > Room Site > Building > Room Building > Room   You can create multiples of any location type within a top level Location or a Group. You can create multiple Sites and Buildings within a Group, and multiple Buildings within a Site.   You cannot create Sites within Sites, Buildings within Buildings, Rooms within Rooms.. For example, you can create more than one Site within a Group, but you cannot create a Site within a Site.   Edit a location   Click the toggle to enable editing. Click the pencil icon next to a location to modify it.    Search for a location   Type in the search field under the toggle to find and select a location to view.   Assign devices to a location   Devices that have not been assigned to a location are listed under All locations at the bottom of the hierarchy on the Modeling tab.   On the Modeling tab: Click the toggle to enable editing. Select the device(s) you want to move and drag to the location. Confim the move.   Or, on the Devices tab: Click Move devices... Select the device(s) you want to move. Click Move. Select the location where you want to move the selected devices. Click Move.   Using locations in the EcoStruxure IT mobile app   Tap the Devices icon. Search for and select the location you want to view.    Tap one or more status icons to list devices.  Tap a device to view device details.   See also Modeling in IT Expert 

Alarm severity policies allow you more control of the push notifications you receive when devices generate alarms.  Note: Alarms generated by thresholds configured in IT Expert are not affected.   Create an alarm severity policy to change the severity of alarms generated by a single device, a specific device model, or a device type monitored by IT Expert. For example:   Change the severity of alarms from critical to warning or informational to limit the number of push notifications for alarms that are not important to you. Change the severity of warning or informational alarms to critical to receive push notifications when those alarms occur. Note: Only critical alarms generate push notifications from the EcoStruxure IT mobile app.   There are two ways to create an alarm severity policy: Go to Alarms > Severity Policy > Create Policy. Select a device on the Devices page and modify its properties.   To create a severity policy:   Go to  Alarms > Severity Policy > Create Policy, or select a device on the Devices page and modify its properties. Specify the Name of the policy. In the Devices section, click Configure to specify whether you want the policy to affect a single device, all the devices of the model you choose, or all the devices of the type and model you choose.   In the Alarm section, type the name of the alarm(s) that will be affected by the policy. You can choose an exact match for the alarm name or choose a partial match to include all alarms that have the word(s) you specify in their names. Suggestions for possible alarm names are displayed. Select the severity you would like the alarm(s) to be: Critical, Warning, or Info. Click Save.      

IT Expert Administrator or Editor users can define custom properties and add notes in the device details for all monitored devices on the website and in the mobile app. An IT Expert subscription is required.   Select a device from the Devices page to edit its Custom Properties in the lower right corner. Custom properties are included in the CSV reports exported from the Devices page.   Service Due Date Last Service Date Device Note: Enter information important for the device, 255 characters maximum     You can use the contents of the device notes to search for a device on the Devices page.     Also see Device warranty information in IT Expert  

IT Expert Administrators and Operator users with the appropriate permissions can change the device settings on a single APC SNMP device. These settings can be copied and used to configure multiple devices of the same type.   Requirements   Only the values exposed in the config.ini for the device can be configured. User management settings may not be available on some devices. Note: Device configuration is not supported for monitored NMC 4 devices. There is no config.ini file on NMC 4 devices.   FTP and/or SCP credentials for all the APC SNMP devices must be correctly configured in the Device File Transfer Settings option in the Gateway before you discover devices. Note: SCP is supported in Gateway version 1.9.0 and newer.       Need to update your Gateway? See Updating EcoStruxure IT Gateway to the latest version   Configure the device   Log in to your ecostruxureit.com account.   Go to Devices, click the APC SNMP device you want to configure, and then click the Configuration tab. Click Get latest to make sure the latest device settings are displayed. ITE_single_device_configuration_get_latest_360018471818.png   Click Configure. ITE_single_device_configuration_configure_360018471818.png   Use the filter to easily find the values you want to change. Make changes to the device settings. Click the arrow next to each field ITE_single_device_config_back_arrow_360018471818.png to revert your changes if needed. To revert all your changes, click Discard changes at the top of the page. ITE_single_device_configuration_filter_1_360018471818.png   Review your changes, revert changes if needed, and enter notes.    Click Apply. ITE_single_device_configuration_2a_360018471818.png     Status, results, and previous configurations are displayed in the Previous results section. Click to see details.   ITE_single_device_configuration_4a_360018471818.png   About device settings   The list of device settings does not dynamically refresh. Device settings update during a discovery, a rediscovery, and after the FTP or SCP settings change, for example from device configuration. Click Get latest to display the latest settings.   Secure values, such as username, password, authentication and encryption phrases, and IP addresses are not available.   Copy settings to other devices   Once you have configured the settings on a device, you can click Copy settings to other devices to configure multiple devices of the same type on the Device configuration page.   Troubleshooting device configuration failures   There is no configuration for the device. Make sure the FTP and/or SCP settings are configured correctly in the Device File Transfer Settings option of the Gateway.   Log in to the Gateway that monitors the device. Verify the FTP and/or SCP settings. Rediscover the device. Note: You do not need to delete the device to rediscover it. Simply run a discovery again.   Communication failure Cannot communicate with the device. Check network settings and SNMP community names, and try again.   Invalid credentials Check that the device credentials match the Device File Transfer Settings option of the Gateway.   Unsupported key The device does not support this setting.    Failed to set value The specified value is invalid or out of range. Enter a valid value and try again.   Canceled The device configuration was canceled.

IT Expert Administrator users can control outlets on monitored APC switched rack PDUs in ITE from the Control option of the device details page, and in the Ecostruxure IT mobile app. An IT Expert subscription is required.   Outlet control for APC switched rack rPDUs requires EcoStruxure IT Gateway 1.15.1 or newer. How to update EcoStruxure IT Gateway software   Outlet control for Easy Rack PDUs is not available in IT Expert at this time.   IT Expert cannot determine which outlets are part of an outlet group.   When you perform a command at an outlet that is part of an outlet group configured on the device or in Data Center Expert, that command will be executed at all outlets in the group.   Log in to your ecostruxureit.com account. Go to Devices, click the APC switched rack PDU device where you want to control the outlets, and then click the Control tab. Click an outlet, and then choose one of the outlet states: Immediate On Immediate Off Immediate Reboot: The outlet state after a reboot is On regardless of whether of was off before it was rebooted. Delayed On: Use the device user interface to set the length of time to delay. Delayed Off: Use the device user interface to set the length of time to delay. Delayed Reboot: Use the device user interface to set the length of time to delay. Cancel Pending Command It can take up to five minutes to show the updated state depending on when the device is polled.   Note: If the device is discovered via SNMPv1, the SNMPv1 write community string must be configured on the device, and SNMPv1 credentials defined in the Gateway must match. You can modify the SNMPv1 credentials in the Gateway and then rediscover the device if necessary.   To disable the device control feature for your organization, contact support for assistance.    

Looking for How to reset two-factor authentication (2FA)? The EcoStruxure IT authentication system has been updated to support latest security standards. SMS is no longer recommended as the most secure authenticator. The new recommended method uses software authenticators for 2-factor authentication. This improves security and improves the experience in areas where SMS codes have been unreliable due to bad cellular reception. You must now choose a 2-factor authentication method: EcoStruxure IT app, Google or another authenticator, or SMS. The recommended authentication is using your EcoStruxure IT app. You can also choose Google or SMS. If you don't choose to authenticate using the EcoStruxure IT app, make sure your preferred authenticator is installed on your mobile device. Setting up 2-factor authentication for existing users (recommended method) New user? Start here Setting up authentication is a one time configuration. The application will remember your preferred method on your next login. Log in to your EcoStruxure IT account using a computer, not your mobile phone. Select "I've already downloaded it" to use the EcoStruxure IT app as your authentication method. Scan the QR code on your screen. Copy and save recovery code. When you log in for the first time, you'll receive your recovery code. You can use this code to log in when you don't have your mobile device. Tick the box to acknowledge that you've saved your recovery code to continue. It is your responsibility to store it safely. Verification and you're in! The next time you log in to https://app.ecostruxureit.com/manage you'll get a push notification through your EcoStruxure IT app.   Logging in with 2-factor authentication Log in to your EcoStruxure IT account using a computer, not your mobile phone. You can opt to remember the passcode in the browser. The passcode is remembered for 30 days.   A push notification is sent to your phone or through your app if you have it open. Also see Google, Duo, Auth0, or other authentication SMS authentication

Note: Software authenticators provide a higher degree of security compared to SMS. SMS is no longer recommended by NIST in the US. You only need to set up an authentication method once. The application will remember your preferred method. Find the recommended authentication method here. Log in to https://app.ecostruxureit.com/manage using a computer. Choose SMS as authentication method. Enter the phone number that you have registered with Enter 6-digit code Verification and you're in! Also see EcoStruxure IT authentication method Google, Duo, Auth0, or other authentication  

You only need to set up an authentication method in EcoStruxure IT once. The application will remember your preferred method. Find the recommended authentication method here. Log in to https://app.ecostruxureit.com/manage using a computer. Choose and download 2-factor authentication method: Auth0 Guardian, Google, or another authenticator. Scan QR the code on your screen. Copy and save your recovery code. When you log in for the first time, you'll receive your recovery code. You can use this code to log in to https://app.ecostruxureit.com/manage when you don't have your mobile device. Check the box to acknowledge that you've saved your recovery code to continue. It is your responsibility to store it safely. Verification and you're in! See EcoStruxure IT authentication method

This is required for EcoStruxure Asset Advisor subscribers.   If you use SSO for your organization, you must also configure your organization's users on the Administration > Users tab. Otherwise, the Schneider Electric Service Bureau cannot contact the individuals responsible in case of an incident.   In IT Expert, go to the Devices page and click the arrow next to Contacts to set up or edit the call priority used by the Schneider Electric Service Bureau to contact the individuals responsible, in order, in case of an incident.   You can set up call priority for your entire organization or for each location. The call priority is inherited through the location hierarchy. That is, the call priority you set at the highest level is inherited by all locations below it. You can change the call priority list further down in the hierarchy as needed. Drag and drop contacts to change the order of priority.   Make sure you keep the call priority updated so the correct people are involved in critical incidents, for example, if responsibilities change hands. See Manage users in IT Expert

You can configure how you receive EcoStruxure IT notifications. Note: Alarm notification settings are configured by the Administrator for your organization by group, location, and device type.   To receive EcoStruxure IT mobile app push notifications:   Log in to IT Expert. Go to My profile in the top right corner, and select the Notifications tab. Select Push Notification. You can also choose to receive emails and whether you want to be notified when alarms clear. 7810101621661_360023932193.png  

During a rack ATS (AP77XX) firmware update through IT Expert or other means, permanent damage to the device can occur if there is a load attached. The ATS switches back and forth between power sources during the update, which causes loads downstream of the device to drop and causes permanent damage to the rack ATS. For more information, see this information bulletin. To update the firmware on affected rack ATS devices through IT Expert, you are required to indicate that you understand you must disconnect the secondary input power source before applying the firmware update. Affected Rack ATS models (AP77XX) AP7721 AP7722A AP7723 AP7724 AP7730 AP7731 AP7732 AP7750A AP7752 AP7752J AP7753  

Administrators and Operator users with the appropriate permissions can configure event action settings in IT Expert for APC SNMP devices that use a config.ini file. Note: Device configuration is not supported for monitored NMC 4 devices. There is no config.ini file on NMC 4 devices.   The config.ini file contains all the configuration parameters for the device including its event actions.  Event actions determine how an APC SNMP device responds when an alarm occurs, for example, by sending an email or an SNMP trap.    You typically configure event actions on the device when you want the device to handle sending alarm notifications rather than IT Expert.   There are a few ways to configure event actions on the device:   Use the device's web UI or CLI to modify its event action settings, and then use IT Expert to push your configuration to other devices. This is the preferred method to avoid syntax errors. See the user manual on the product page for your device on apc.com.   Use IT Expert to configure the event action settings on one device.   Use IT Expert to configure event action settings on up to 50 devices at a time.   A unique and specific syntax is used by the config.ini file.  It is important that you understand this syntax before you modify event actions using IT Expert. See FAQ156188 for detailed information about config.ini syntax.   Modify device event actions in ITE   Modify settings on one device in IT Expert   Go to Devices in the left sidebar. Select a device and go to Configuration. Click Configure. Scroll to the Event action config section and modify the syntax for the event action(s) you want to change. Click Apply. See Single device configuration     Modify settings on more than one device at a time   Go to Device Configuration in the left sidebar. Click Begin. Choose the Gateway monitoring the devices you want to configure.  Both the source device and the destination devices you want to configure must be monitored by the same Gateway. Select the device you want to use as the source to configure settings on other devices.  Select the device settings you want to write to other devices. Select the destination devices you want to configuration settings on. Review your changes, and click Finish. See Device configuration   

When a device communication failure occurs in IT Expert, it is usually because the FTP/SCP credentials are not configured properly on the APC Network Management Card (NMC) or in the Gateway file transfer settings. How to configure Gateway device file transfer settings Need NMC help?   Common reasons for failure Resolution The device does not have FTP/SCP enabled and/or credentials configured. To use FTP, the FTP server must be enabled on the NMC device. To use SCP, SSH must be enabled on the NMC device.   Log in to the NMC device. For FTP: Go to Configuration > Network > FTP server. For SSH: Go to Configuration > Network > Console > Access.   Make sure the Super User or Administrator is configured and enabled on the NMC device.   Go to Configuration > Security > Local Users > Management to configure users. The Gateway has incorrect NMC device credentials, or the device credentials provided do not have adequate privileges for FTP/SCP functions. Make sure FTP and SSH are enabled on the NMC device.   Make sure the NMC device credentials you configure in the Gateway are for the device Super User or Administrator, and that they are correct. The Gateway does not have FTP/SCP file transfer credentials configured. Add file transfer settings to the Device Configuration and Firmware Update settings in the Gateway.   Log in to the Gateway, and go to Settings > Device credentials > New file transfer credentials.   Make sure the Gateway is configured with the correct APC NMC device credentials. See how The device is on the wrong port. Make sure port settings are correct on the device and in the Gateway. Network or firewall are not configured properly. Make sure to check that your network and firewall are working properly and allowing devices to register.   IMPORTANT: If you make any changes on an NMC, make sure you log out to reboot the card. After you make any changes to device credentials in the Gateway, you must rediscover the affected devices.   idea_icon_6893533639837.png To check the FTP/SCP settings on a device in IT Expert, go to Devices and select the device. Click Configuration and then Get latest.   See Single device configuration   If you can successfully retrieve the latest settings from the device, it is a good indication that device settings and Gateway settings are correct. If you cannot retrieve settings from the device, review your settings again.   Note: When FTP/SCP credentials are not set up correctly, some EcoStruxure IT features are not available.

When the device status is Device not recognized or Device is offline in IT Expert, it is usually because IT Expert has lost communication with the Gateway or the device itself.   Common reasons for failure Resolution The computer where the EcoStruxure IT Gateway is installed might be powered off. Make sure the server or PC where the Gateway is installed is always on. System requirements for EcoStruxure IT Gateway The device is rebooting or is offline.       NMC settings allow for some devices to have scheduled shut-off periods. The device may be offline.   Log into the device. Check that there are no alarms present and it specifically states the device is online. The device was turned on recently. IT Expert uses polling to check whether or not devices are online or offline. An NMC device that was just turned on may take up to 20 minutes to show as online in ITE. Learn more   IMPORTANT: If you make any changes on an NMC device, make sure you log out to reboot the card. If you make any changes to device credentials in the Gateway, you must rediscover the affected devices. When a device is offline, some EcoStruxure IT features may not work properly.

When the device status is Device not recognized or Device not ready in IT Expert, it is usually because the device IP address was reused, or the device is not configured properly in the Gateway.   Common reasons for failure Resolution The device replaced an older device. Remove the old device in the Gateway, and then discover the new device. It is important that the old offline device is removed from the Gateway before you discover the new device. How to replace a device in EcoStruxure IT Gateway The device IP address was reused.       Make sure the IP address for the device is not being used by any other device in IT Expert. Go to Devices and type the IP address into the search bar. Make sure the Gateway does not have any other devices registered with that IP address. If there are devices using the same IP address, remove the old device(s) and then rediscover the new one. How to replace a device in EcoStruxure IT Gateway The device is on the wrong port. Make sure port settings are correct on the device and in the in the Gateway.   IMPORTANT: After you make any changes to devices in the Gateway, you must rediscover the affected devices. Some EcoStruxure IT features may not work properly when device IP addresses are not configured correctly.

  You can discover cascaded APC PDUs with a single PDU acting as the host for all the cascaded guest PDUs. Note: PDUs configured with RNA (Redundant Network Access) are not supported in EcoStruxure IT.   Check this article to see if your APC PDUs support cascading and learn how to configure them: https://www.apc.com/us/en/faqs/FA164436/   Once the host PDUs and all guest PDUs are configured for cascading, you can discover the host PDU in the EcoStruxure IT Gateway or in IT Expert. Device discovery in EcoStruxure IT Gateway Device discovery in IT Expert   When you discover the host PDU, all the connected guest PDUs are also discovered.  Each guest PDU will have the IP address of the host PDU and will display as separate devices in the Gateway and in IT Expert.   Note: If the PDUs were previously discovered before they were configured for cascading, you must delete them, configure the hosts and all guest PDUs for cascading, and then rediscover the host PDUs.