AP7723 showing wrong model and voltage

[Anonymous user]

I have an AP7723, which is connected to a 208V input on source A with no load currently.

It is showing the error messages: 

    fault exists on source a

    Under voltage violation on source A

On the Unit tab - Measurements it shows:

    Input voltage: source A 105

    -12V PS: -23 VDC

in Status it shows:

    -12V PS: OK

in About ATS it shows:

    Model: AP7752
    Firmware Revision: 2.0.3
    Firmware Date: 9/08/10
    Hardware Revision:
    Manufacture Date: DD/MM/YYYY
    Serial Number:

in Administration - General - About:

  Hardware Factory
    Model Number: AP7723
    Serial Number: 5A1137T06596
    Hardware Revision: 01
    Manufacture Date: 09/09/2011
    MAC Address: 00 C0 B7 24 61 83
    Management Uptime: 0 Days 7 Hours 58 Minutes
  Application Module
    Name: g2ats
    Version: v3.9.0
    Date: 06/16/2015
    Time: 16:37:24
  APC OS (AOS)
    Name: aos
    Version: v3.9.0
    Date: 05/11/2015
    Time: 14:45:05

Any help with this would be appreciated.

[BillP]

Hi Benjamin,

The one serial number I do see indicates the ATS was manufactured in 2011. Was this unit in service and recently this problem started or was it new out of the box? Or purchased used? Basically, what has happened prior to you noticing this issue and what is the background? What serial number is on the unit itself on the white sticker? I'd guess the one you see under Administration tab?

[Anonymous user]

Hello Angela,

This is a unit that we received used and the serial number on the unit matches the number on the administration tab.

I noticed that in about ATS it showed the wrong model and an old firmware.

I just updated the firmware to version 3.9.0 as shown in the administration section.

I was wondering if there was some way to update the firmware referenced in the about ATS section.

[BillP]

Hi Benjamin,

The AOS 3.9.0/gt2ats 3.9.0 Network Management Card firmware you updated has the ATS microprocessor's firmware embedded in it. v2.0.3 (and in newer hardware 3.0.5) are the latest versions and are equivalent to each other logic wise. So, you're at the latest versions. The management card is what you log into which retrieves data from the ATS microcontroller. The ATS microcontroller is the heart of the ATS logic and the management card is for the user to monitor the ATS. They have separate firmwares as you know.

I'm not sure what happened here but somehow, the ATS microcontroller is messed up and typically, this would require an ATS replacement unfortunately. There is no way for the user to re-program the model number and this is only done at the factory. This can happen due to a weird surge or fault or perhaps a previous botched firmware upgrade.

[Anonymous user]

Thank you for your response and help in understanding what the exact problem is.

[BillP]

Hi Benjamin, no problem. Sorry I don't have better news. 

[Terry_Kennedy_apc]

I wonder if the "warranty void if removed" sticker is intact on the unit. The ATS microcontroller is on a socketed DIMM-type module on the main power control board. It is possible that the seller swapped one from another unit to try to turn 2 non-working units into 1 good unit and didn't realize that there were configuration parameters stored in there as well. I would expect a fault or failed microcontroller firmware upgrade to either make the microcontroller completely non-responsive or to put it in a fail-safe download mode where the next attempt to flash the NMC would also download new microcontroller firmware.

[BillP]

I had it in my mind that somehow by default, every ATS microcontroller starts as an AP7752 - or if it loses its configuration, instead of going to 0000 or ----- it says AP7752 but I am second guessing myself now. Good suggestions and feedback terry. I agree with your last sentence too.

[Anonymous user]

I will check on the tamper-evident sticker next time I am in front of the hardware. 

[Anonymous user]

I have checked, and the seals are still intact. Do either of you know of any out of warranty repair solutions for these devices. The only things I found online specified UPS devices.

[Terry_Kennedy_apc]

It probably isn't cost-effective. I suspect that a lot of the UPS repairs are being done because the customer has a lot of that specific UPS and wants to maintain that (and not deal with slightly different outlet positions, rackmount hardware, etc.). If you can find a damaged AP7723 (case bent, outlets broken, etc.) you should be able to take the ATS microcontroller module out of it and install it in your existing unit. As I posted earlier, it is socketed in a DIMM-type socket. Obviously do this with all of the power unplugged and only if you feel confident doing that sort of work.

You might be able to get the part number off of the module (it will probably be something like nnn-nnnn) and call APC. Sometimes you'll get someone who will send you an oddball part - it seems to depend on who you get along with what the inventory for the specific part is. Unlikely to work, but you could give it a try.

[BillP · Accepted solution]

Yeah, we don't repair this product even in warranty, only full unit replacement. Since it appears out of warranty, then we'd have to suggest purchasing a replacement. The DIMM module/controller Terry speaks of is not user replaceable and replacing it may cause other problems. We also aren't sure how the controller got to this state and if there is another fault somewhere the caused it to revert to reporting the wrong model.

While, if you've got nothing to lose, it may be worthwhile to tinker at your own risk (if you can find a module) but I know that we (APC) will not sell or give you this ATS Controller part/module.