Dear AKCP Dealer,

We would need more specific details in your email and post to determine what the issue could be.

For example, we can see that the units are running an older version of the firmware that is on our website. Did you happen to check this and assist your customer with upgrading the firmware on the unit? This should be the first step.

There are also no details included on what type of remote access or connection type issue they are having? This could be to the AKCess Pro Server, the CloudAPS, or just the units web UI.

So, please provide these details to us so that we can help. Also, did you happen check the technical details in our online forum on our website here?

https://www.akcp.com/forum/

Please always check and search for your issues on our forum that will most likely solve your customers problems right away instead of having to wait for us to check your issue, ask for the details not provided then further assist.

Regarding your issue.

At least you did send us the support file, thank you for that. We reviewed these and found that they added the unit to a local APS.
They also accessed the unit through the local web UI, with both HTTP and HTTPS enabled.

We noticed some failed login attempts prior to them power-cycling the units. The “losing remote access” issue they mentioned could be related to these login failures. This may occur due to limited HTTPS resources, especially if they attempted access from multiple PCs or browser tabs.

Here are our suggestions for their units:
First, upgrade the units to our latest public release firmware on our website support portal.

1) Fix the NTP settings.  
Since our NTP syncing happens from the first to the last server, I recommend configuring the servers so that the most reachable ones are listed first.
Please reorder as follows:
172.18.250.2
172.18.254.51
172.18.1.51
pool.ntp.org

2) Add a daily or weekly heartbeat reboot.  
It’s advisable to implement a Heartbeat Maintenance Reboot for devices located in remote areas. Navigate to Heartbeat Messages => Add => Maintenance => System Reboot and configure the task scheduling accordingly.

Also, disable the Sensor Notification on System Boot Up in the General Setting page to avoid notifications triggered by automatic reboots.

3) Disable the AKCPro Server Cloud Server in the Server Integration settings and reboot the unit.  
Since the unit is connected to a local APS, it’s best to disable the AKCPro Server Cloud Server to prevent any conflicts in the communication between the device and the APS server.

4) If access is through HTTPS, please ensure they only use one browser tab at a time to avoid reaching the HTTPS connection limit, which could cause login failures.
Using HTTP is recommended if they prefer accessing the device through multiple PCs or browser tabs.

Please let us know how this goes via email and we can assist you further if needed.

Best regards,

AKCP Support Team