An internal UPS communication fault exists

[ADAC-NBY]

Hi, i get this error/alarm: An internal UPS communication fault exists.

I found the followingarticle on this topic: https://www.apc.com/us/en/faqs/FA241461/ 

But where can I get this specific update procedure?

Model: Smart-UPS 1000

SKU: SMT1000RMI2U

Serial Number AS1106120XXX

Network-Card Model Number: AP9630

Name: sumx Version v7.2.2

We have several of these UPS units in use with the same NMC2 card. But one UPS unit is producing this error.

Can anyone here help me, please?

Best regards,

Steffen

[Teken · Accepted solution]

That APC FAQ applies only to a SMX Series with UPS ID11.

https://www.apc.com/us/en/faqs/FA279197/

Based on the information you have provided the unit on site is a SMT Series produced in June 2011 . You’ll need to provide the serial number, UPS ID, from the NMC About tab for both NMC / UPS.

Along with the following logs in their entirety minus any PI data which you can remove / delete: Event, Data, UPS, Diagnostic.

In the interim you can roll the NMC 2 back to 5.X.X ~ 6.X.X firmware to see if the communication fault clears.

If the error goes away this unit will need to remain on this specific NMC firmware. The hardware is 14 years old and should have been refreshed four years ago.

https://www.se.com/au/en/faqs/FAQ000265093/

Assuming this firmware applied to your specific model UPS. You have a better than 75% chance of bricking this hardware during the firmware update process! ☝️

Given it’s way out of warranty you would have a very heavy and expensive paper weight.

NOTE: Validate the problem remains by swapping the NMC / removing it. You may also complete a Brain Dead reset to see if it clears the issue by following this APC Resource Link and report back the results:

https://www.apc.com/ca/en/faqs/FA156611/

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[ADAC-NBY]

Hi Teken, after 2 days the UPS has Restored the local network management interface-to-UPS communication. But i dont know why. 

Thanks for you help.

Best regards 

Steffen 

[Teken]

You’ll want to check the logs and monitor the NMC at random intervals for the following:

Cold start, email sent errors, can’t login to the internal website.

Cold starts (Self Boot) can happen when there are connectivity issues. The NMC has a watch dog timer as such if it can’t communicate properly it will self boot.

If you can’t login or takes a long time for the page to load. Along with seeing error messages of emails not being sent.

This and self boots are related to a endless bug APC hasn’t fixed which are called out in the NMC Firmware Release Notes.

Essentially the system is over loaded with processes and results in a hang / lock. This problem wasn’t present or noticeable in 7.1.8 and prior firmware but very much so in 7.2.0 - 7.2.2! 🤦‍♂️👎

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