Incompatible battery pack on Smart-UPS Ultra (SRTL3KRM1UINC)

[AiBE]

Hi.

I got a APC Smart-UPS Ultra (Smart-UPS 3000 in webgui) with the SKU SRTL3KRM1UINC with a batterypack with SKU SRTL50RMBP1U-LI.

After installation the UPS went on without any problems. Then I tried to disconnect the external batterypack, and after reconnecting it the UPS now got an critical alarm present: "UPS: Battery pack 1 is not compatible with this UPS."

Estimated runtime is as if the external battery is connected.

Is the external battery pack really incompatible with my UPS? How to get rid of the critical event?

Model: Smart-UPS 3000
SKU: SRTL3KRM1UINC
Firmware Revision: UPS 01.3 (ID1062)
External Battery SKU: SRTL50RMBP1U-LI

Cheers!

[Teken]

I would ask you to confirm if the CAN Bus terminator is properly installed on the extended battery pack as outlined in the users manual on page 11.

I have appended the user manual for your reference here: 

https://download.schneider-electric.com/files?p_enDocType=User+guide&p_File_Name=SUO+UM+990-6315A+MN...

Lastly, have you tried to reboot the NMC / UPS if the terminator is in place?!?

Please do let me know 👍

[AiBE]

Yes, the CAN bus terminator is properly installed.
Have also tried to restart the UPS and the networkcard without any result.

Did a shutdown on the UPS, disconnected the external battery, turned on the UPS again. The critical event was now that the external battery was disconnected/missing.

Did then a factory reset of the UPS. The event was now gone. Did a shutdown on the UPS, reconnected the external battery and then turned on the UPS. During the boot something went terrible wrong and something broke loudly and I could smell electrical fire. The display of UPS went red and showed a error message.

Afterwards I hope that it was our APC PDU that broke. Ripped out all the cables from UPS and then booted the UPS on internal batteries, and it started without any messages.

Troubleshooting continues..

[Teken]

Please submit formal service request with APC Technical Support. Engage the EPO on the system. 

Disconnect the unit from AC Mains and stop using the unit. Move the entire system outside in a secure area clear of any combustible materials.