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Troubleshooting SmartConnect-compatible UPS Connection to the Cloud

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.

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.