Brand new Smart-UPS X1500 has failed Self-Test twice but resolves itself?

[ssjwiggy]

We have a brand new APC we installed for a client a month ago that has failed the scheduled Self-Test twice. The resulting error both times was "It appears the battery can no longer function properly and needs to be replaced." The error has resolved itself both times automatically, but I'm left wondering what we should do to address this in case something is actually wrong.

I've attached the log and a screenshot of the alerts from the web interface.

What do you advise we do?

[Teken]

The first step is to submit a formal service request with APC. Doing so will track this unit’s behaviour and document the steps taken and bring insight to confirm the error codes declared.

Should a new battery cartridge be needed APC Technical Support can provide the same for free. If they determine the unit is defective they can also initiate the RMA process for you too. 

In the interim, the first step is to verify the battery cartridge is sound in every way. If there are any signs of damage or defects - replace.

It could be as simple as a loose wire, poor crimp, bad mating connector to the main unit, fuse connector.

If you have verified the battery cartridge is fine physically and electrically with respect to wiring and voltage.

When the system is operating and connected the battery voltage will be approximately (float charge) of 54.6 - 55.0 VDC. Insure the NMC / LCD affirm the battery voltage is in this range. 

Also, if you remove the battery cartridge the voltage will be very similar. If you leave it out and disconnected the battery the voltage will remain the same during a 72 hour period. If the battery voltage drops to (approximately) 50 VDC there’s a problem with the cartridge! 

You can do a couple of other things to see if the unit behaves differently or resolves the issue.

Default: You can default the unit to a factory state using the LCD menu.

Brain Dead: This procedure will reset and clear any possible errors in the system.

Power down and disconnect all connected loads. Remove AC Mains from the wall. Disconnect the battery. Press and hold the power button until you hear a click / beep.

You may not hear anything at all too! ☝️

Reconnect everything and monitor to see if there is a change. As an aside once the unit powers up and completes its POST and self test.

The self test should pass without errors / fault.

Change the self test schedule to 7 days. If there are any schedules programmed for the outlets (load shedding) etc - delete them.

After 30 minutes initiate another manual self test via the LCD. It should pass, if not document this action. 

Wait another 30 minutes and initiate a self test via the NMC. It should pass with no faults or errors. If the NMC Manual Self Test fails document the same.

Lastly, since you changed the self test to complete at start up and every 7 days you won’t have to wait very long to see if the default / brain dead resolved the issue.

If not the RMA process has been started so nothing to lose! 👍

Report back what you observe and the final outcome with APC.