Firmware update stuck at 94% on SRT5KRMXLI

[SBR]

Hi All,

  We updated our brand new UPS from version 16 to Version 17, using the file for UPS ID 1044 from https://www.se.com/au/en/faqs/FA170679/ (SRT1044UPS_17-0.enc) after encountering issues with the NMC3 card kicking us out constantly to the login screen when trying to make any changes or SSH to the device from Windows devices, even though it seemed to work from MacOS just fine.

However, after applying the firmware it has been stuck at 94% on the display screen of the UPS for about an hour now and whilst we can still access the NMC it is stating that it is still "Installing update..."

The device events during the firmware update went as follows:

10/18/2024	15:08:46	UPS: Lost the local network management interface-to-UPS communication.
10/18/2024	15:00:19	UPS: Firmware transfer to UPS succeeded.
10/18/2024	15:00:19	UPS: Finished UPS firmware transfer
10/18/2024	14:51:17	UPS: Transferring firmware to UPS.
10/18/2024	10:47:14	UPS: Self-Test passed.

We also noticed when we ssh into the UPS and run upsabout it suggests serial comms have been lost to the UPS:

E107: Serial communication with the UPS has been lost.

Can anyone advise of a possible next course of action here?

[SBR]

Ended up phoning support - they requested i restart the UPS, it never came back and i have a new UPS being sent.