Issue:
SmartConnect Smart-UPS loses connectivity with the cloud after a period of time.

The symptoms are

• Status page in SmartConnect Portal shows "Communications Lost" for the device.
• UPS LCD Display shows SmartConnect status as "SC.4" or "Contacting" depending on the device type.

Product Line:
SmartConnect Smart-UPS

Environment:
SmartConnect Smart-UPS

Cause:
Firmware

Solution:
Reboot the network interface of the Smart-UPS per the instructions in FAQ FA322105. Once communications have been re-established with the cloud, verify that the UPS firmware is up to date. To verify the firmware version, log in to SmartConnect.apc.com. Go to Dashboard, select View UPS from the list of UPS, select Device to view the UPS firmware version.

Verify that your firewall will allow connectivity to the cloud server. See Schneider Electric FAQ000230321 Network Requirements for APC SmartConnect portal.

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