Lost Communication with the UPS

[jarrodj74_apc]

I have a Symmetra UPS that had an older version of the network management card firmware loaded on it. I installed the latest version and now everything seems to work Except the UPS tab. I get the error Lost Communication with the UPS. It isnt allowing me to add in my servers for shutdown or anything on that tab. Any help would be greatly appreciated.

[TheNotoriousKMP_apc]

Jarrod,

Have you tried re-seating the card in the rear of the UPS? If this is a Power Array, I would try a different slot further down the line, see if that changes anything, then put it back in the original slot. You could also put the UPS into Maintenance Bypass via the Bypass breaker, and toggle the System Enable switch. It may need to be picked up again.

[jarrodj74_apc]

Yes Power Array. I just put it into a different slot and its still giving me the same problem. I am sure i did something wrong when I set it up. Just to recap: I downloaded the apc_hw02_aos355_sumx355.exe file from the website, started the application and chose to upgrade the software. Its been down hill since then.I have used telnet and hyperterminal to access the card and reset it several times. Then i will go through the process all over again. I even tried to reset it and load the 331 version of the software.

[jarrodj74_apc]

Sorry i have a bad habit of reading things to quick and replying before I get the entire just of things. Can you give me more detail on how to do the bypass and system enable switch? Also, Will my servers or my users see this happen at all? Just wondering if I should do it after hours or not?

Thanks,
JJ

[jarrodj74_apc]

Yes it is as Symmetra Power Array.

[Cap1_apc]

Jarrodj74,

It looks like you downloaded the wrong Firmware from the website. As you mentioned above, you have the SUMX version (which is intended for Smartups and Matrix units. What you want is the SY version. Re-flashing this card with the correct firmware should resolve this issue.

You can download it here:
http://www.apcc.com/tools/download/index.cfm

Make sure you choose Symmetra Single phase for the firmware download.

[jarrodj74_apc]

Brilliant! Thanks, that fixed it. If I have another kid, I'm naming it after you. I will also be either suing my doctor or divorcing my wife but either way, we will name it Ryan.

[jarrodj74_apc · Accepted solution]

I have a Symmetra UPS that had an older version of the network management card firmware loaded on it. I installed the latest version and now everything seems to work Except the UPS tab. I get the error Lost Communication with the UPS. It isnt allowing me to add in my servers for shutdown or anything on that tab. Any help would be greatly appreciated.