What you need to know before purchasing PredictPulse remote monitoring service

PredictPulse is a cloud-based monitoring and management service that collects and analyzes data from connected power infrastructure devices.

PredictPulse Insight is a cloud-based analytics service for data center infrastructure to predict the failure of power components. The service adds predictive analytics to Eaton’s next generation PredictPulse remote monitoring service, shifting power monitoring from a reactive to a proactive model.

1. Eaton network card firmware updates may be required. What cards need updating?

PredictPulse requires the latest network card firmware (a minimum of 2.6.0.11 for the Eaton Power Xpert Gateway UPS X-Slot Card and 2.6.11 for the Power Xpert Gateway Mini-slot UPS Card) to continually transmit outbound data. Eaton verifies and upgrades firmware during scheduled service visits, however, due to COVID-19, there may be equipment where these updates won’t be installed by Eaton. If the minimum network card firmware requirement is not met, customers can self-install network card firmware updates by performing the following:

1. Navigate to www.eaton.com/networkconnectivity
2. Scroll down and select your appropriate connectivity card, Eaton Power Xpert Gateway UPS X-Slot Card or Power Xpert Gateway Mini-slot UPS Card (93PM units)
3. Select Resources in the gray banner.
4. Scroll down and expand Software, firmware, and applications.
5. Select the firmware and change history file.
6. Once the firmware has been saved, upload it to your connectivity card under the Firmware option of the Configuration menu found in the card interface.

If assistance is needed, the Eaton connectivity team can remotely walk you through this process. The connectivity team can be reached Monday-Friday, 8am-6pm est at 800-843-9433, option 2, option 5. The process typically takes about 30 minutes per device.

Click here for a full list of firmware upgrades for Eaton UPSs and network cards.

2. Why will Eaton suspend loss communication alarms?

Older firmware can stop sending telemetry (heartbeat) data to PredictPulse, resulting in a lost communication alarm. In many cases the UPS and network card are operating normally, and the data will restart, but in limited cases the card will need its firmware updated to resolve this problem. Eaton will upgrade firmware during scheduled service visits or Eaton can assist customers to self-install network card firmware without shutting down the UPS. We anticipate restoring lost communication alarms in 2020 as we complete the majority of firmware updates to mitigate nuisance alarms.

3. How will customers with multiple enrollment users be upgraded?

When customers have multiple users associated with an account, as soon as the first user enrolls in the new PredictPulse, all other users will have ten (10) business days to enroll before the legacy PredictPulse application is disconnected.  

• 24/7 expert remote monitoring of Eaton UPS devices
• Integrated with Eaton field service technicians, technical support and monitoring analysts
• Real-time visibility on-the-go with mobile and browser app display of alarms, trends
• 24/7 notification call and dispatch on critical alarms
• Remote diagnostic for faster on-site repairs
• Alarm, event notification by SMS text message, email and phone
• High temperature critical alarms
• Lost communication alerts
• Intuitive reports - Monthly and on-demand summary reports
• Smart alarms, alarm log summary
• Cloud, subscription based (Microsoft Azure based)
• Uses one-way outbound email (SMTP) or a 4G/LTE broadband wireless to transmit data to the cloud

All current US subscribers to PredictPulse will be notified via a series of email communications starting in 2020 about being migrated to the new PredictPulse platform.  Subscribers with connected eligible single-phase UPS devices will be offered a no-charge Gigabit Network Card with instructions on replacing and activating PredictPulse. Customers with end-of-life (EOSL) models and devices with obsolete Network Card-MS will receive special communication letters and calls.  EOSL subscribers will no longer be eligible for PredictPulse and will receive a credit for any services no longer supported (in addition, EOSL subscribers will be eligible for a product refresh promotion).

Aside from improving the overall customer experience and ease of installation, the new PredictPulse offers a more modern mobile design, better alarm management, reporting and is built around a Microsoft Azure cloud infrastructure for increased security and resilience.

PredictPulse subscriptions start at less than $300 per year and vary based on device size, number of devices, and location and activation point relative to the Eaton product’s warranty. Contact your Eaton sales representative for pricing details.

A device’s parametric health data and all alarms generated by the device.

Must have a compatible Eaton UPS device, connectivity card and environmental monitoring probe, access to a SMTP mail server (LAN network drop, IP address, SMTP server enabled so outbound emails can be sent to Eaton) or a 4G wireless modem and 120VAC protected outlet (to power modem).

As often as they’d like. Customers have the option to sign up for text, email, and phone call notifications for critical alarms, in addition to having access to a mobile app and browser dashboard, wherein their UPS data will be displayed. On the first of every month you’ll also be sent a monthly summary report of your unit’s health and alarm history.

Eaton aggregates all subscribing devices onto the same dashboard, eliminating the need to visit a different website for each UPS, which also displays information from Eaton’s service ERP system, Oracle. In addition to the device’s parametric health data and alarms, you can view details such as when the device was installed, configuration and ancillary devices, warranty and service contract expiration, battery type and date codes, capacitor date codes and last/next scheduled service dates.

The same information available on the desktop dashboard can be viewed in the mobile app.

The web-based application that is included in the connectivity card allows you to configure who receives the emails. 

In the new PredictPulse platform, customers can update their contact information and/or critical alarm contacts by going to predictpulseapp.eaton.com.

The system generates an email/text message alert and updates your alarm panel and mobile app immediately with the critical alarm. If you have requested a call notification, Eaton will follow-up with a call to a business or mobile phone based on the data on file. Eaton typically responds to critical alarm events within 15 minutes, or less.

These are communicated to your alarm panel and mobile app. Eaton uses these alarms and alerts to monitor overall system health and may act proactively even if a critical event has not occurred.

PredictPulse can be purchased during or after a product warranty and be purchased as a standalone subscription (with no other warranty or service contract). If purchased with a warranty, PredictPulse enhances the coverage as it can expedite warranty or on-site response and remotely determine issues resulting in faster repair times.  PredictPulse is bundled with many Eaton UPS products during the first warranty year at no charge or at special pricing (only in the US).

The software and monitoring team is available Monday-Friday, 8am-6pm ET at 1-800-843-9433 option 2, option 5. Or email predictpulseoperations@eaton.com .

• SMTP relay not configured properly to allow outbound email outside of customer network.
• Customer network not available, misconfigured, or proper information not available. (Example(s) – Ethernet cable not available or Ethernet port on switch not configured properly or available).
• Wireless communications (no signal) not available to complete registration/installation if using ‘Hotspot’ for customer.
• Proper customer IT resources not available to assist with network issues.
• Incorrect firmware on connectivity card.

• Review the pre-checklist before going to site making sure that the required information is complete and accurate (this may require a call to customer).
• Ensure that the latest connectivity firmware from the https://pqsupport.eaton.com is available on laptop (repository on local HDD of old firmware captured over the years – approval from TS is required before flashing to old versions).
• Activate PredictPulse wizard application installed on local laptop.
• Spare connectivity card(s) and EMP(s), also recommended to have multiple USB/ethernet cables of different lengths.

Visit Eaton.com/predictpulse for the latest user and technical documentation including videos.

The connectivity card only supports one-way external communication. This is accomplished through the connectivity card sending the email to the remote monitoring servers. Eaton has no way of externally communicating to your connectivity card or unit.

Currently, PredictPulse only works with Eaton UPSs in the U.S. and does not function on any non-Eaton power devices or in other countries. Eaton UPSs use a connectivity card, sending out update emails to Eaton every 15 minutes on the health and status of connected equipment. Health and alarm data are collected at Eaton’s data center and pushed to your dashboard and mobile app. If there is a critical alarm, the software will email it immediately to Eaton and notify your designated contacts. Eaton analysts communicate with Eaton field technicians and your contacts to remedy critical events, and, if you have a service agreement with parts and labor coverage, Eaton will expedite the on-site service to resolve any issues.

PredictPulse uses SMTP port 25 for one-way, outbound-only traffic via your mail server to send emails to Eaton. Using industry-standard security protocols and methods, and implementing rigorous IT security architecture and methods, Eaton built PredictPulse with security and privacy in mind. The architecture is built around multi-tenancy, two-step authentication, complex passwords and similar authentication of subscribers to prevent unauthorized access. In other words, Eaton cannot get inside the data center or control any connected UPS equipment. Eaton only receives data from connected equipment, and can never integrate, or come through the firewall. This provides a completely secure solution.

Yes. In the U.S., new Eaton three-phase UPS models include a complimentary one-year PredictPulse subscription for the first warranty year. In some models, Eaton even includes a complimentary PredictPulse connectivity kit with the required hardware (connectivity card, environmental monitoring probe and quick start summary). While PredictPulse does not come with a full-service contract, many full-service agreements include PredictPulse. 

PredictPulse collects two types of data from the power device: parametric health data and alarm data. Parametric health data is transmitted either daily or every 15 minutes (96 times per day) and includes input voltage, output voltage, and load capacity by phase, temperature and humidity by the battery, and battery state plus length of discharge. Alarm data is sent real-time and includes the alarm type, description, date and time code and other relevant alarm data based on the device.

PredictPulse can be used with Office 365, Gmail and a static network configuration or can also support DHCP. An AT&T wireless 4G modem is also available for customers concerned with cybersecurity.

One advantage of using email, or SMTP, is its resiliency and speed. In general, all email alarms are real-time and are displayed within seconds of the device transmission, unless unusual internet or mail server traffic is occurring. PredictPulse dashboards may take as long as 15 minutes to refresh parametric health data based on the system design and device type (or as long as one day for legacy connectivity cards).

PredictPulse is designed to detect and alarm for lost connectivity. Depending on the connectivity card and its default parametric health transmission frequency, Eaton will alarm for lost connectivity after two missed transmissions, either after 45 minutes or two days, depending on the card type. Eaton will contact your designated contact to investigate and remedy any lost communications. The lost communication notices are sent in a HTML email format upon loss of two or more telemetry (heartbeat) emails and weekly until a device’s connectivity is restored.

PredictPulse is compatible with most browsers including Chrome, Firefox, Safari, and EDGE.  Microsoft Internet Explorer are not compatible with PredictPulse.

PredictPulse Insight uses new UPS firmware to collect and transmit internal sensor and machine data to help Eaton predict the risk of battery, capacitor, fan, air filter and power train component premature failure. In addition to alarm monitoring, Eaton sets component thresholds based on specific components including age, condition, manufacturer MTBF and comparison to historical replacement data to reduce the risk of a UPS load loss. Eaton communicates predictive alerts, arranges a no-charge verification visit so a trained field technician can test and replace worn components before problems arise. Note: battery predictive requires a UPS load of greater than 10% to collect valid battery discharge test data.