Firmware problems in APC ACF400

[Anonymous user]

Hi, I have a big problem with APC ACF400. I have 5 ACF400 and yesterday was updating lastest firmware in it (AOS 373, RARU 370).
One of this ACF had problems during update and now i have two messages in display: "Internal Comm Error" and "Data Mismatch Error".
Yesterday i followed the procedure "http://forums.apc.com/spaces/4/back-ups-surge-protectors/forums/general/4087/apc-back-ups-es-650y-in..." but not work.
I flashed to AOS 314, RARU 311 and i have the same problem.
Actually my ACF400 not send SNMP data and all time is in full load.
Please help me.
Thankyou and regards

[Anonymous user]

For whatever reason, both of my units all of a sudden now have this Communication error issue. This is pretty bad because the fans now only run at 400cm and we need them to run at 1600 cm because have blades. I've attached the photos, upgraded to the latest firmware version but this problem still exists. Not sure if this is a hardware issue or not please advise - we are in Richmond, BC - Canada is there anyone local that can service this?

[BillP]

Have you ran through the instructions in my last post already via the PowerView display? I assumed so since you were researching but I would definitely do that.

What firmware do you see under Administration->General->About please?

If you have on site service through APC on the product, technical support would try to assist and dispatch if necessary, with any parts they believe you need. Otherwise, technical support would try to help either way and will be able to verify warranty status to see if they could send parts or otherwise tell you what you'd need to purchase. There is only one electronics module with this that contains the management card so if anything, I would assume that could have a problem if none of the steps you end up trying do not work.

[Anonymous user]

Yes I've gone through all of the instructions and then some. Yes I'm guessing it's something with the management card, unit is definitely out of warranty but strange that this would happen to both units at the same time, it's just a door and fan. The firmware upgrade process for this door is absolutely horrific, I must have wasted about 6 hours dealing with these 2 doors yesterday.

[BillP]

I don't disagree with you

And yes, that is strange. Had a similar situation in our own lab today with two PDU management cards losing their application file at the same time!

Anyways, I don't know too much more on this and perhaps our technical support team via phone/email might but worst case, we do offer the electronics module as a spare part (part # W0M-7053). Maybe there is a different set of instructions you could try.

[Anonymous user]

Yeah that's not really a reasonable solution $1,000 for that part number - this door isn't even worth that much. What different instructions are there this is a door with a fan and different speeds??

Not very happy with the answers and support I'm getting either, wasted around 6 hours with these doors and 1 hour on the phone.

[BillP]

Ok, I've gotten some input on this issue.

Can you clarify in the last few days what exactly happened? Did you upgrade the firmware a few days ago prior and then it happened a few days later? Just want to better understand.

To help, I need to know when/what path you took firmware version wise to get to the v3.7.0 raru application. Basically, we need to make sure we hit v3.1.1, do the powerview steps, then we can go to v3.7.0.

[Anonymous user]

Alright!!! I got one of them to work finally. So this is what I had to do. Thanks to Sherri from APC for helping with this

Download the 3.11 firmware from the website and extract it to a directory

http://www.apc.com/resource/include/techspec_index.cfm?base_sku=ACF400&tab=software

Open up a command prompt and then go to the directory where the files are stored. Then proceed to ftp to the management unit (don't use the software to upgrade the firmware, I tried this lots of problems).

After you ftp upload apc_hw02_aos_314.bin

It will Reboot then upload apc_hw02_raru_311.bin

It will reboot.

Then follow the steps above

1. Select Update Downloader from the user display interface (Main>Config>Update Dnloadr Code). The unit will display a download complete message when finished. Press the “ESC” button in the upper right hand corner of the “User Display Interface” to return to the main menu. Even if it says can't connect, try download anyway, just wait 5 minutes and it actually works.

2. Select Update ARU firmware from the user display interface (Main>Config>Update ARU firmware). The unit will display a download complete message when finished. Press the “ESC” button in the upper right hand corner of the “User Display Interface” to return to the main menu.

Ok I take it back, APC and Schnider support were very helpful today - thanks!

[BillP]

So, then now you could upgrade to v3.7.0 without issue hopefully but it sounds like you're in a "if it aint broke, don't touch it" mood now

[BillP · Accepted solution]

i would update to the latest firmware and try the procedure again from the front display of the ARU:

1. Select Update Downloader from the user display interface (Main>Config>Update Dnloadr Code). The unit will display a download complete message when finished. Press the “ESC” button in the upper right hand corner of the “User Display Interface” to return to the main menu.

2. Select Update ARU firmware from the user display interface (Main>Config>Update ARU firmware). The unit will display a download complete message when finished. Press the “ESC” button in the upper right hand corner of the “User Display Interface” to return to the main menu.

if this does not work, i suggest contacting your local technical support for other options after you let them know you performed the steps above which are part of a service bulletin.