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    IT Expert firmware update - Device communication failure

    When a device communication failure occurs during a firmware update in IT Expert, it is usually because the FTP/SCP credentials are not configured properly on the APC Network Management Card (NMC) or in the Gateway file transfer settings.

    How to configure Gateway device file transfer settings

    Need NMC help?

    Common reasons for failure

    Resolution
    The device does not have FTP/SCP enabled and/or credentials configured.

    To use FTP, the FTP server must be enabled on the NMC device.

    To use SCP, SSH must be enabled on the NMC device.

    1. Log in to the NMC device.
    2. For FTP: Go to Configuration > Network > FTP server.
    3. For SSH: Go to Configuration > Network > Console > Access.

    Make sure the Super User or Administrator is configured and enabled on the NMC device.

    1. Go to Configuration > Security > Local Users > Management to configure users.
    The Gateway has incorrect NMC device credentials, or the device credentials provided do not have adequate privileges for FTP/SCP functions.

    Make sure FTP and SSH are enabled on the NMC device.

    Make sure the NMC device credentials you configure in the Gateway are for the device Super User or Administrator, and that they are correct.

    The Gateway does not have FTP/SCP file transfer credentials configured.

    Add file transfer settings to the Device Configuration and Firmware Update settings in the Gateway.

    1. Log in to the Gateway, and go to Settings > Device credentials > New file transfer credentials.

    Make sure the Gateway is configured with the correct APC NMC device credentials. See how

    The device is on the wrong port.

    Make sure port settings are correct on the device and in the Gateway.

    Network or firewall are not configured properly.

    Make sure to check that your network and firewall are working properly and allowing devices to register.

    IMPORTANT: If you make any changes on an NMC, make sure you log out to reboot the card.

    After you make any changes to device credentials in the Gateway, you must rediscover the affected devices.

    idea_icon.png To check the FTP/SCP settings on a device in IT Expert, go to Inventory and select the device. Click Configuration and then Get latest.
     

    See Single device configuration

    If you can successfully retrieve the latest settings from the device, it is a good indication that device settings and Gateway settings are correct.

    If you cannot retrieve settings from the device, review your settings again.

    Note: When FTP/SCP credentials are not set up correctly, some EcoStruxure IT features are not available.

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