Galaxy VS (GVSUPS50KB4D) Fails to Boot - "An error occurred while booting this product

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To the Schneider Electric Technical Support Team,

I am experiencing a critical issue with a Galaxy VS UPS, model GVSUPS50KB4D, serial number QS2102180333. The unit fails to boot properly and displays the following error message on the screen:

An error occurred while booting this product. Reboot by touching "Save and Reboot" button after configuring the Ethernet settings. If this error occurs again, then download the system data again.

Problem Details:

• Device: Schneider Electric Galaxy VS UPS
• Model Number: GVSUPS50KB4D
• Serial Number: QS2102180333
• Error Message: "An error occurred while booting this product..." (as shown above).
• Symptoms:
• The device does not complete the boot process.
• The error message is displayed on the screen.
• The device's Web Interface is accessible.
• Troubleshooting steps I have taken:
• Repeated reboots: I have tried restarting the device several times by using the "Save and Reboot" button on the screen.

Request:
I request your urgent help to solve this problem
I would be very grateful for your assistance in resolving this critical issue.

Sincerely,

Sincerely,

[KarimEissa · Accepted solution]

Hello,

The UPS needs to be started up as per the procedures available in the operation manual on Page 37 and onwards as per the below

https://download.schneider-electric.com/files?p_Doc_Ref=SPD_MPOD-AYKK5X_EN&p_enDocType=User+guide&p_...

if these procedures are not followed then the UPS may stuck in reboot beside it is required to implement the latest firmware which required to turn the UPS in maintenance bypass mode, we recommends an SR to Visit the site and check the unit operation and logs to confirm if any hardware issue detected and implement the latest firmware and regain the system operation once again using a service tool

You may contact your local CCC team and you may provide the UPS logs from display and ensure no hardware issue detected and you may send the  five LED status on SLC to confirm the current status of the UPS and you can visually check if there is a red alarm LIT on PMs or SBS module  and may try to follw the procedures to start up the unit as per the instructions in the operation manual ,but our services team intervention is required to perform onsite handling of the issue 

Regards,

Karim

Regards,

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Galaxy VS (GVSUPS50KB4D) Fails to Boot - "An error occurred while booting this product"

Dear Schneider Electric Technical Support Team,

Thank you for your prompt response. I appreciate the link to the operation manual, and I have reviewed the startup procedures starting on page 37. However, I am still facing difficulties.

I understand that you recommend an on-site service visit. Unfortunately, there are no authorized Schneider Electric service representatives or technicians available in my region/location. This makes an on-site visit impossible at this time.

Therefore, I would like to request that you provide me with the following:

1. The latest firmware file specifically for the Galaxy VS GVSUPS50KB4D. Please provide a direct download link, if possible. If a direct link is not permitted, please provide very clear, step-by-step instructions on exactly where to locate and download the correct file on the Schneider Electric website.
2. Detailed, step-by-step instructions on how to safely update the firmware via USB, given that the UPS is currently unable to boot normally. Please include any specific precautions or warnings that I need to be aware of. Are there any special recovery procedures if the update fails?

I understand that updating the firmware carries some risk, but given the lack of local support, it is my only option at this point.

Regarding your suggestion to use a service tool: I do not have access to such specialized tools, and again, there are no local technicians to assist.

I can confirm that I am able to access the UPS's web interface via the network, but only for monitoring purposes. I can view system status and logs, but I cannot make any changes or control the UPS through the web interface. This limited access may be helpful in diagnosing the issue.

I have also checked the LEDs on the SLC, and their status is as attacked images.

Furthermore, there are currently no red alarms lit on the Power Modules or SBS modules.

I am ready to follow your instructions carefully and provide any further information you may need. My priority is to get the UPS operational as soon as possible.

Thank you for your understanding and support.

Sincerely,