Bypass not in range; either frequency or voltage

[Anonymous user]

This error message comes and goes throughout the week. New to this, where should i begin to look for troubleshooting. The error will normally clear within 10 seconds.

Thanks,

MTB

[BillP]

Hi Matthew,

From the screenshots, it looks like you have a 3 phase Smart-UPS VT product.

This error in general no matter the UPS, usually means that if the UPS has to go to bypass operation, the voltage and/or frequency is out of range. Depending on your settings, if it is out of range and UPS needs to go to bypass (due to overload, fault, etc), it won't be able to (may drop load) or would just go to bypass anyway and feed your equipment this voltage and/or frequency. This FAQ has a more comprehensive overview of what it means specific to your UPS model -> http://www.apc.com/us/en/faqs/FA173909

I would start by checking the event and data logs on your UPS Network Management Card. From the screenshot, it looks like you have an older firmware. (Check under Help->About System for AOS and app versions.) I don't think upgrading the firmware will do anything about this alarm but in newer firmwares, you may see better detailed logging. We can do this a little more longer term if you want to confirm what version you have now. We can then get you instructions/firmware files, if available.

You can check the event log for the timing of the events/alarms and see if the data log recorded anything for voltage/frequency that appears out of range. It may be occurring too quickly though to see a smoking gun in the data log though.

You can investigate if there is any electrical work being done on the input to this UPS as well after considering what the FAQ says. 

Hope this helps get you started. If you would like to post the logs for our review, you can extract data.txt and event.txt and share here. Instructions here -> http://www.apc.com/us/en/faqs/FA156131

[Anonymous user]

Is this private between just us; or can everybody see my attachments?

MTB

[BillP]

Hi Matthew - this is public and attachments will be too. You can remove any sensitive info - IP address, names, etc and attach. Alternatively, you can email the files to a Box folder I have so only I'll see them: SUVT___.kmy6d93vwpoeylfv@u.box.com 

[BillP · Accepted solution]

Hi Matthew,

I received the logs. I can see this error is happening seemingly random. And when it does happen, it is only for 10-20 seconds usually. Unfortunately, only one instance in the event logs matches up with as far as the data log goes back. I don't see anything obvious in the data log causing it - voltage/frequency values around the event time in the log look normal - so it may be just too quick for the data log considering how that works.

This is one of those things that you could research if the times it happens via the event log, if any other devices, UPSs, etc also show alerts. My expertise is mostly with single phase UPSs but typically, we check to see if there is anything happening upstream or on the same circuit. A UPS of this size I would expect to be on a dedicated feed but I am not 100% how it would be set up. You would look to see if there is something feeding this that could cause a problem with voltage or frequency. If you have an in-house electrician or facilities person, this may be something they can check into. You can also consider emailing/contacting APC 3 phase support directly via email or phone for any further input.

Since it is happening for such short, random bursts, you could also considering configuring email delays for this event so you don't get email unless the event lasts for more than 20 seconds. I think the older Network Management Card firmware you have does not support that but if we verify it is an AP9617/18/19 we can upgrade it to support that capability.