SMT3000 "Bricked" Trying To Update The Firmware?

[BillP]

This question was originally posted by Joe on APC forums on 1/10/2016

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Hi Folks, I have an SMT3000 that was running on firmware SMT18UPS_09-1.enc and I attempted to upgrade the firmware to SMT18UPS_09-3.enc via the installed NMC firmware update mechanism.  I powered down the UPS and logged into the NMC, located the correct firmware will under the "Configuration/Firmware Update" drop down and proceeded.  The front panel of the SMT indicated that it was accomplishing the firmware update and the screen on the NMC web interface said that it would restore after the firmware update was successful.  The NMC screen restored and I attempted to turn the UPS back on and now it appears to be dead with a constant tone coming from the UPS' alarm.  I have verified that the battery packs are good.

The NMC interfaces shows the following:

HOME:

Smart-UPS 3000: Unknown      2 Critical Alarms Present An internal UPS communication fault exists. The battery power is too low to support the load; if power fails, the UPS will be shut down immediately.    2 Warning Alarms Present The power for the main outlet group, UPS Outlets, is off. The power for switched outlet group 1, Outlet Group 1, is off.

Recent Device Events   Date Time Event   01/10/2016 11:19:34 UPS: The power for switched outlet group 1, Outlet Group 1, is off.   01/10/2016 11:19:34 UPS: The power for the main outlet group, UPS Outlets, is off.   01/10/2016 11:19:34 UPS: The battery power is too low to support the load; if power fails, the UPS will be shut down immediately.   01/10/2016 11:19:34 UPS: An internal UPS communication fault exists.   01/10/2016 11:19:34 UPS: Restored the local network management interface-to-UPS communication.

STATUS:

UPS Status Smart-UPS 3000
Last Battery Transfer:	None
Battery Temperature:	0.0°C
Runtime Remaining:	0min
UPS Input
Input Voltage:	0.0 VAC		@ 0.0 Hz
UPS Output
Output Voltage:	0.0 VAC		@ 0.0 Hz
Load Current:	0.0 Amps
Output VA:	0.0 %
Output Watts:	0.0 %
Output Efficiency:	output off
Output Energy Usage:	711.90 kWh
Battery Status
State of Charge:	0.0 %
Battery Voltage:	0.0 VDC

I can no longer attempt a firmware update because the NMC thinks the UPS is turned on:

Firmware Update
Note: The UPS is not off. It must be turned off to update the firmware.
Last Update Result:	Refused
UPS Firmware
Current Version:	ID18UPS 09.1

Does anyone have any ideas on how I can proceed or need any additional information that may be helpful?

Any help will be greatly appreciated and thanks much!

[BillP]

This reply was originally posted by Gareth on APC forums on 1/12/2016

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Unplug the mains and battery packs, this should clear any residual voltage but leave it for 30 minutes and try to power it back up again.

[BillP · Accepted solution]

This reply was originally posted by Joe on APC forums on 1/12/2016

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Hi Gareth.  Thanks for your response.  No joy.  I left it powered off unplugged with batteries disconnected for the evening.  I am afraid that the UPS, although itself less than 3 years old, is nothing more than a boat anchor at this point.

APC does not provide repair services nor will they sell parts.  The only aftermarket repair solution won't touch it either.  $1,100 down the drain at this point.

Lessons learned?  Don't update firmware on these units unless absolutely necessary and specifically told to do so by APC tech support.  These units are not designed with robust firmware fail-safe features in case of a disaster.