Firmware Update Issues - SRT10KRMXLT

[CaliDuck]

We have a SRT10KRMXLT that would not recognize the new battery packs we installed.

Support indicated we needed to upgrade the firmware to 15+

We upgraded the UPS firmware to 15.1 - we were immediately presented with a load of errors around "Volt limits not in range" and to hold the power button down on the front of the panel.

After speaking to an APC support person and uploading our log files - we were told to update our NMC firmware. We upgraded the firmware to the latest available and now have different issues. The NMC can't talk to the UPS at all now.

Any suggestions? APC told us to wait for newer firmware as it's a known issue...
https://www.apc.com/us/en/faqs/FAQ000266396/

[Teken]

Based on your screen capture it appears the firmware you loaded is for a different NMC?!?

What model NMC is installed on this SRT UPS? Do you have a Symmetra PX on site?!? 🤔

[CaliDuck]

The NMC installed is a AP9537SUM. I used this firmware:
https://www.se.com/in/en/download/document/APC_PX2_712_EN/

[Teken · Accepted solution]

If the embedded NMC is indeed inside a SRT UPS please download the firmware relating to the Smart-UPS with extension APC_SUMX_712_EN

Do (NOT) download or install any firmware with a SY extension that is for a Symmetra UPS Series.

Let me know how it all works out. 👍

https://www.apc.com/us/en/download/software-firmware/

[CaliDuck]

Thank you Teken - After flashing the firmware of the NMC with the SUMX variant - we are now able to communicate with the UPS again. Unfortunately the UPS still has issues after getting it up to 15.1 - know anything about that? APC Support says its a known issue and to wait for newer firmware. I'd like to try rolling it back as it's dead in the water right now - we moved our equipment off of it so we can troubleshoot it.

[Teken]

That’s great to hear as it relates to recovering the NMC. As your screen shots were clear as to the problem at hand.

I also agree rolling back to a previous version of UPS Firmware is the correct path to follow. 👍

Im rather taken aback APC Technical Support has simply left you and your company in complete limbo?!? 🤦‍♂️🤢

The FAQ you listed earlier was published long ago and they (APC Technical Support) should not have instructed you to upgrade the UPS firmware! 👎

Reach out to APC Technical Support and request the previous firmware that relates to your hardware. 

It goes without saying you need to follow the APC FAQ exactly relating to the firmware upgrade process. Do (NOT) attempt to flash the UPS firmware using any other method than direct serial via the RJ50 jack.

Meaning do not use the NMC, USB . . . 

Given you have extended battery packs this process is made more difficult and poses higher risks. As of this writing disconnect all extended battery packs from the main unit.

Once you receive the older FUW (Firmware Upgrade Wizard) connect to the system directly on the back via the supplied APC serial (RJ50 / DB9) cable.

Disable all antivirus, firewall, power save, sleep, screen saver, on the laptop. Validate you can connect to the system using CLI using Putty.

Ensure the target UPS has a 100% operational batteries and any active faults are cleared. Turn off the outputs regardless if your model supports having them on.

Given you can’t remove the embedded NMC there isn’t anything for you to do on that front as that hardware would normally be ejected / removed during a recovery process. 🤦‍♂️

Lastly, once the unit is restored (Do Not) attempt to connect the new extended battery packs!

Let me know how everything turns out and if you have more questions - please ask. 👍

[CaliDuck]

Question - there are USB to RJ50 options - will those work?
Otherwise, I could get a USB to Serial Adapter, then DB9 to RJ50.
I don't have any PCs with a serial port anymore.

[Teken]

Unfortunately that specific cable isn’t compatible with your hardware. You’ll need to purchase a DB9 to USB dongle adaptor and than install the required drivers.

If push comes to shove you can use the serial cable that came with the NMC.

It looks like a audio phono plug. Lastly, as noted (IF) your specific model UPS supports USB that is an option to use.

The APC FAQ Matrix chart relating to the firmware will call out if your model supports upgrading firmware via USB.

The primary reason neither of those methods are used is due to the extra layers in the communication stream. Which more often than not results in a bricked system.

Lastly, for the sake of completeness there is an option to upgrade the UPS firmware via the NMC Webpage.

This is absolutely the last option to ever use! But, when you’re in a pinch that may be the only available choice to use. 

Regardless of what connectivity method you use.

This must be done on a laptop that is properly setup as outlined in this thread / APC Firmware FAQ!

Good luck and let me know how everything turns out. 👍

[Craygen]

Hello. Were you able to restore the device? I encountered the same problem 😞 What solutions helped to restore the device?