A backfeed relay fault exists. The output power is turned off.

[Anonymous user]

Following this alarm, the screen of the UPS turn to red and i can ear some beeps. Could you help me please to solve this problem and what could be the cause of this alarm. All equipments connected to the UPS went OFF.  2 Critical Alarms Present A backfeed relay fault exists. The output power is turned off.    4 Warning Alarms Present The power for the main outlet group, Unswitched Group, is off. The power for switched outlet group 1, Outlet Group 1, is off. The power for switched outlet group 2, Outlet Group 2, is off. The power for switched outlet group 3, Outlet Group 3, is off.

Recent Device Events   Date Time Event   12/06/2016 07:51:14 UPS: An input voltage or frequency problem no longer prevents switching to bypass mode.   12/06/2016 07:50:22 UPS: Bypass not in range ; low voltage.   12/06/2016 07:35:53 UPS: An input voltage or frequency problem no longer prevents switching to bypass mode.   12/06/2016 07:35:52 UPS: Bypass not in range ; low voltage.   12/06/2016 01:35:56 UPS: The output power is turned off.

[BillP]

Hello Aka,

I do apologize for the delay in the response to your post, but these logs indicate that there is definitely an issue with your UPS. First, by the fact that it is dropping your load, but also the "backfeed relay fault", which indicates that it is unable to prevent backfeed when on battery.

Based on the logs, you probably have a next generation Smart-UPS, like the SMC, SMT or SMX. 

What is the model number and serial number?

You can do what we call a "braindead and coldstart" by removing all load, unplugging the UPS, disconnecting the batteries, reconnecting, and starting (without plugging back into the wall) the UPS on battery power. This can clear any erroneous faults.

If that does not solve the issue, I would recommend that you calling tech support at 800 800-4272. If the UPS is under warranty, then they will be able to ship you a replacement. Tech support will also ask for the model and serial, so I would recommend being with the UPS and have that information ready when callings. 

Thanks,
Shanon

[Anonymous user · Accepted solution]

Hello Shanon,

Thank you very much for your response. I will apply that and let you know the result please.

APC Smart UPS - RT 10000 VA 230V, SN: QS1431270334