Troubleshooting : Troubleshooting the UPS Connection to the Cloud : UPS Connection Status Indicators
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
Description
No Ethernet
Sc.0
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
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
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. If it is, add a firewall exception to allow direct connection to this address and port. See Network Requirements.
• Check that the firewall and proxy server on the network of the device does not have TLS packet inspection enabled.
• Make sure that the network switch has an active internet connection.
• Restart the device’s network interface - see Restart the UPS Network Interface and Restart the Smart-UPS Cloud Connection Card Network Interface.
If the network internet connection is stable and the message persists, contact APC Customer Support
Securing
Sc.5
The UPS is securing the TLS network connection.
Action - If this is displayed for more than 2 minutes, contact APC Customer Support
Connecting
Sc.6
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
The device has established a connection to Schneider Electric cloud services, and is operating normally.
Disabled
Sc.7
Action - Contact APC Customer Support.
Prohibited
Sc.8
Ethernet connection is not allowed due to a hardware issue or configuration. Contact APC Customer Support.