How to Troubleshoot Smart-UPS Unable to Register Device in SmartConnect Portal?

These steps help determine whether the UPS simply needs more time to establish its initial connection or if there is a network-related issue preventing it from reaching the SmartConnect cloud.

Make sure the network has access to the internet. If the network cable was just connected to the UPS for the first time, allow the UPS some time to familiarise itself with the network. Although the recommended time on the portal is 15 minutes, allow at least 30 minutes to 1 hour before checking the connection status again.

If the status still shows “Not Connected,” see FAQ000281188 for additional troubleshooting steps.

Sometimes, the Smart-UPS may have difficulty connecting to the SmartConnect cloud services. Check the following:

This confirms whether the UPS has successfully established a local network connection and obtained a valid IP address before troubleshooting the SmartConnect cloud connection.

Check the status LED indicator on the UPS network port. If it is solid green, it means the UPS has acquired a valid IP address. If the UPS network port has different color of status LED proceed on the next section,

Even if the UPS has a valid network connection, firewall or network security restrictions may prevent it from communicating with the SmartConnect cloud services.

Most network systems have multiple layers of security, which may cause the UPS to fail to establish network communication with the SmartConnect cloud services. Normally, the SmartConnect status will remain either “Securing” or “Connecting.”

To check the SmartConnect network requirements, refer to FAQ000230321

This confirms that the SmartConnect credentials being used belong to the UPS and helps rule out incorrect or mismatched Product ID and Product Key information.

Check if the Product ID and Product Key on the LCD screen match the information on the QR sticker. This only applies to UPS units that have an LCD screen. There is a possibility, although it rarely happens, that the UPS Product ID and Product Key on the LCD screen and QR sticker may not match.

For SMT and SMX units, the QR sticker can be found at the back of the UPS, while for SMC and SMT tower-type units, the QR sticker can be found on the top of the UPS.

You can find the Product ID and Product Key information for SMT and SMX units on the LCD display under About >> UPS.

For SMC units you can find the Product Key information on the LCD display by going to Configuration. To enter Configuration Mode, hold the MUTE and MENU buttons together for 2 seconds until the system emits a short beep and the display flashes, indicating that the UPS has entered Configuration Mode. You will see the Product Key at the very last section of the menu. It displays the 14-character SmartConnect Product Key in four parts, with each part displayed every time the MUTE button is pressed.

Lastly, you can find the QR sticker for SRTL units by removing the front bezel of the UPS. There is a pull-out tray located behind the front bezel that contains the QR sticker. See FAQ000258537 for more details.