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

Published date: 13 August 2020

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 running firmware 3.2

Cause:
Firmware 

Solution:
Reboot the network interface of the Smart-UPS per the instructions in FAQ FA322105. Once communications has been re-established with the cloud upgrade the firmware to version 3.5.
The firmware upgrade to version 3.5 is required in order to continue to use the SmartConnect service with your device. 

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