Browse FAQs

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

Published date: 23 August 2018

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. 

Was this helpful?

What can we do to improve the information ?

Can't find what you are looking for?

Reach out to our customer care team to receive information on technical support, assistance for complaints and more.