AP7723 - Automatic Transfer Switch - Incorrect Measurements

[Anonymous user]

The ATS is connected to 2 APC UPS units and even though they are both running at 23o volts, when I plyg in the ATS it registers 50Hz/122VAC for Source A and 50Hz/120VAC for Source B.

I have set the Unit/Configuration/Voltage Line VRMS to 230, reset and rebooted a number of times.

I have also re-flashed the firmware to apc_hw02_aos390_g2ats392.

What do I need to do to get this working correctly?

[BillP]

Have you tried to reset the ATS controller? You'll see that option under Unit->Control in the web UI. Please read this article here though first before doing it as you may experience a power output blip (depending on what your attached load can handle) with this action I am asking you to do -> http://www.apc.com/us/en/faqs/FA156352 

This would be the last thing I try in addition to what you have tried. If that does not work, I'd contact technical support to pursue options, potentially replacement.

As a side note, what is the history on this unit? Did it ever work? Is it brand new? How long has the unit been in service?

I can also eyeball the warranty status if you share the first six digits of the unit's serial number under Unit->About.

[Anonymous user]

Hi Angela,

I have reset the unit and also warm and cold started as well as updated the firmware which also restarted it.

The unit was bought off eBay about 3 months ago, so would have been on US voltage (110?).

When it arrived in NZ (230v) I simply plugged it in and it worked.  There were no error messages or status light.

It was running in a test environment and failed over from A to B both manually via the source selection button and also when either A or B was removed.  It all worked perfectly.

Last week I got around to setting it up for the production environment.  I then set up all of the settings that I wanted for password, reporting etc.  It was only once I changed the VRMS setting that there was a problem.  After that I updated the firmware hoping that would fix it and also manually reset it numerous times.

I imagine that it is well out of warranty.  The Serial Number is not shown in the about, it is blank, as is the Hardware Revision and Manufacture Date. I won't be able to get to the physical unit for a few days.

Cheers,

Derek.

[BillP]

Hi Derek,

Issuing the command for restarting the ATS controller is different than those steps you described so that is why I asked to try that in addition. You've rebooted the on board management card by the steps you just mentioned. Though, depending on what version of firmware you came from, the ATS controller may have gotten reset when you upgraded the firmware. The onboard management card upgrades and then pushes an upgrade to the ATS controller (if one is available). But, it sounds like you have another problem which is likely causing this one relating to the serial number and some manufacturing information being missing.

And yes, if it was purchased on eBay, then I don't think we'd honor the warranty (based on my experience in customer care) since I assume it is used and not necessarily sold by an authorized reseller.

AP7723 is only used in the US with 208V, not 120V which is the nominal voltage here. So regardless, AP7723 should never be be showing or thinking it is set to 110/120V. I've seen this behavior when the manufacturing information is corrupted or missing and usually the model number is missing or wrong - for example, sometimes it thinks it is an AP7752 (120V for NAM region) but it is really an AP7723.

But unfortunately yes, whatever happened, this is not something the user can fix relating to the manufacturing info and is only done at the factory. 

[Anonymous user]

Hi Angela,

I have been able to do as you asked and it has not resolved the issue. After this I also disconnected both sources for 15 minutes and then repowering.

At the moment the ATS has no load and both inputs are connected to the same APC 5000 XLI.

While looking around I see that there are 2 Abouts.  One (About) seems correct and has the Serial number, the other (About ATS) thinks that the switch is an AP7752 rather than AP7723.  I have attached images of both, any further advice is welcome.

PS: The label on the switch confirms the model (7732) and serial number as well as stating that it is for 230 volts.

Cheers, Derek.

[BillP]

Hi Derek,

Thanks for the screenshots. The ATS controller component appears to have lost its manufacturing information, including the model. This is seen by what is showing under Unit->About menu. This screen displays the ATS controller information which is showing incorrectly as well as missing its manufacture date, serial number, etc. This is all usually programmed in at the factory and is not recoverable by the user. AP7752 is a 120V NAM model so that is why you're seeing think that the input voltage is 110/120 vs. 230V which AP7723 is used with.

I am not quite sure how this happened but unfortunately, there isn't anything we can further do because we'd replace this under warranty if a customer called in with this. This unit is not serviceable in the field in any way by the user so we don't sell any of the internal components or anything like that either.

[Anonymous user]

Hi Angela,

That is rather unfortunate.  Is there anywhere in NZ where APC could service this unit or is just in the USA?

By the way what does NAM stand for?

Cheers, Derek.

[BillP · Accepted solution]

Hi Derek,

NAM refers to the North America geographic zone. APJ or APAC would be your area - Asia Pacific, Japan or just Asia Pacific is usually what we refer to. EMEA is Europe, Middle East, Africa.

I don't know of anywhere in NZ that can service these units. We don't service them in the USA either and don't have any authorized service providers - just replace them. We only service (in the sense of working on the internals) or refurbish things like UPSs as far as I am aware. For UPSs, we have authorized service providers.

You can try contacting your local support office to double check on what your region can provide but from my experience, they may not have a good answer based on what I said above. We typically say repair or replace on most warranties and this would be a replace.

If you want to move forward with the local support and double checking if they have a recommendation, use this link and just change your country: http://www.apc.com/us/en/support/contact-us/index.jsp 

Sorry I can't provide a fix for this one