Managment console can not found UPS, Also LED indicate "Comm Event: message

[Anonymous user]

It is Smart-UPS SRT 5000. Model Number is AP9537SUM.

1. We lost connection between the management interface and the UPS. It was working till yesterday.

2. The management web gui said "No UPS Found".

3. The UPS LED showed the attached message "Comm Event" 

4. We did upgrade the management firmware version to APS OS v6.4.0

5. Also we tried to tune it off by the front menu on UPS. Immediately shutdown ... and press OK but nothing happened.

1. Is the UPS unit bad? Need to replace?

2. How can we troubleshoot next? Unplug the power input and battery input?

[Anonymous user]

---Sorry correction

4. We did upgrade the management firmware version to APS OS v6.4.0. But it didn't fix the problem.

[BillP]

Can you share a screenshot from the web interface of About->Network menu? There are a few variants of AOS 6.4.0 so I just want to ensure to start you downloaded and applied the correct one. If you can get the About->Support logs (you need to press Generate Logs, then download Logs) those would be helpful too.

[BillP]

Thanks Toshi! I think there may be an internal communication fault with the UPS. Everything in the management interface looks okay to me based on the screenshot and the logs you gave me. I can see that the management interface isn't "talking" to the UPS intelligence.

I did a little research and from what I see, it is suggested that you try to "brain dead" the UPS if you're able to. It involves removing everything connected to the rear of the UPS (power and data cables) - meaning you'd have to turn off any attached load or equipment first. Then, remove AC input power to the UPS (remove input power cord or trip input or upstream breaker), and lastly, remove/disconnect the batteries from the unit. You may have to hold down the power button for 5 seconds or so with all of that stuff disconnected. You can let it sit for a few minutes like this and the intelligence should reset. Then, I'd reconnect the batteries, restore AC power, and see if you can get the UPS to come on. Tech support can also guide you through this if you wanted.

If this does not work, I'd suggest sending the picture of the front panel on the UPS along with the screenshot and logs I asked you for to our technical support team who you can also provide this thread to. You can use esupport@apcc.com or call 800-800-4272 if you want to talk on the phone. Once they confirm some steps and other details with you, then I think they can make a decision on warranty replacement or other potential fixes.

Hope this guidance helps you.

[Anonymous user]

Hi Angela,

Thank you so much! It is resolved by your advice. I followed your "brain dead" procedure and the UPS came back online with healthy status.

Best,

Toshi

[BillP]

Glad I could help  If it happens again, then I'd probably see if it clears again but still notify tech support that it keeps happening and see what they can do.

[BillP · Accepted solution]

HI Angle,

We got the same situation of this case. we followed the related action you recommend, then the problem solved, but after a month, that error was happen again, ...is there any environment problem related? 

BOB

[Anonymous user]

Same problem here with SRT2200RMXLI 

Display is red.

What is causing this problem? Is there any protection while screen is red?

Just got the new unit and this happened after 3 weeks.

Thanks

[BillP]

HI Yo,

any update of it? please advise. thanks 

Bob