AP9630 firmware update to 7.1.2: since then, the device keeps switching briefly to the battery (error code: 0x0109)

[Wallmeier]

Hi, 

I updated the firmware of my AP9630 on Sunday with the current version 7.1.2. Since then, the device keeps switching briefly to the battery (the sent email shows a code 0x0109). Previously a version 6.x was installed.

Facts:

• Network card: AP9630, application modul sumx v7.1.2, aos v7.1.2 & bootmon v1.0.9
• UPS model: Smart-UPS 750 RM, firmware 619.3.I

Any ideas how to solve it? Is it possible to install an older version 6.x on the network card again?

I already tried to reboot the UPS and reset the network (via the web interface). Nothing changed 😞

Kind regards,

Nico Wallmeier

[Teken]

I would review the logs and active faults from the NMC first and provide them here for review. 

It may be coincidental this problem is seen vs your site is experiencing a power issue.

Verify none of the power quality settings have changed. Along with the upper / lower transfer voltages. 

If in doubt you can always default the unit to the factory values and change them later to see the cause and effect.

The unit is designed to use the AVR circuit to provide stable power over a wide input range. If the unit goes to battery it’s going to be due to a out of range (input line voltage) the AVR can’t sustain or a black out.

 Let me know what you observe and relay the logs here for review. 👍

NOTE: Verify the input voltage for the unit hasn’t been changed if you’re in the EU. As an example the unit may be set to 230 VAC instead of 240 VAC which can cause the unit to go to battery only mode. ☝️

[Wallmeier]

I could not find any further information in the logs 😞 I've attached the event log as well as the data log.

Under UPS status last battery transfer: Unacceptable utility voltage rate of change - does this help to find the root cause?

I do believe there is a connection with the firmware update - anything else would be an extreme coincidence. The problem first appeared less than an hour after the firmware update and has not stopped to this day.

The only configuration change I made (after the problem began) was to set the sensitivity to low (from high).

How can I set the unit to factory defaults? Is this possible via the WebInterface?

Thanks for your input!

[Teken]

Hi Nico,

I’ve reviewed your two logs and nothing pops out as too extreme so will have to ask again.

Voltage: Is your location actually 230 VAC vs 240 VAC? As a gentle reminder if you change it to 240 VAC this will give you a wider transfer voltage to play with if desired and may help reduce the incidence of battery transfer.

Conversely, if the upper and lower transfer voltage are set too tight (narrow) this can cause the unit to go into battery only mode more frequently.

If your region (IS) 230 VAC adjust the upper and lower transfer voltage and see if there is a difference.

Since you have already changed the sensitivity to low there’s nothing to do there.

Default: As a reminder completing this procedure simply brings the unit to out of the box (OEM) settings which you have changed already such as sensitivity / transfer voltages.

The UPS can defaulted by using the front LCD Menu. Configuration -> Reset to factory defaults: Yes / No

If you simply want to see if there is a difference.

Lastly, if you believe the NMC is causing you issues a simple test would be to remove the NMC. The NMC is hot swappable so you can just remove it to test.

Let me know what the region voltage is and what happens when changing the upper / lower transfer voltage.

NOTE: The rate of change message indicates a rapid (unstable) power quality issue which is seen in the logs. Changing the transfer voltage to a wider range may resolve the issue along with selecting 240 VAC. Doing so will give you a wider upper and lower transfer voltage window.

[Wallmeier]

Hi Teken,

I'm living in Germany. We have 230 Volt.

My current UPS settings:

• Rated Output Voltage: 230 V
• High Transfer Voltage: 253 V
• Low Transfer Voltage: 208 V

I will change these settings to the following values and monitor whether this solves my problem:

• High Transfer Voltage: 265V
• Low Transfer Voltage: 196 V

My UPS model Smart-UPS 750 RM does not have a LCD. It's an older model which is LED based (model SUA750RMI2U). Does this older model already support a hotswap of the NMC?

Is a download of a 6.x firmware somewhere available?

Do you an alternative approach to set the unit to factory default values?

Thanks!

Nico

[Wallmeier]

Hi Teken,

the problem persists even with the changed settings

• High Transfer Voltage: 265 Volt
• Low Transfer Voltage: 196 Volt

😞

Kind regards,

Nico

[Teken]

Hi Nico,

Appreciate you confirming the line voltage in your region as 230 VAC. 

Default: Don’t worry about defaulting the unit at this point now as you’ve made the required changes now and confirmed the input voltage as 230 VAC.

NMC: If there is any doubt about the hot swapping ability of the NMC. Just power down the UPS and remove the NMC to see if there’s a difference in operation. I don’t suspect you will see one but report back what you observe. 🙂

Firmware: I would ask you to reach out to APC Technical Support to see if they can provide you a copy of the previous 6.XX firmware. In the interim I will see if I have a copy and if so will reach out to you to relay the same.

Input Voltage: As a test please change the voltage on the unit to 240 VAC. Ensure the upper and lower settings are on their widest levels. Please report back what you observe and how the unit behaves when this is done. Please insure there are NO connected loads attached when you change and later monitor this unit.

Brain Dead: As a last measure this procedure will reset the unit to a factory state and clear any possible errors in the units MCU. 

Disconnect all loads, remove AC Mains from the wall outlet, disconnect the battery from the unit, press and hold the power button until you hear a click / beep.

You may also not hear anything when this is done.

Reconnect everything leaving the NMC out of the unit and report back how the unit behaves.