NEW ATS AP4423A - Warning Message: "Automatic Transfer Switch 1: Remote device 2 (SN: ) communication lost

[allemontanari]

Hello all,
Yesterday I installed two new ATSs (Model AP4423A) and just out of the box I noted these warning messages:

• Automatic Transfer Switch 1: Remote device 2 (SN: 5A2504T27552) communication lost > on the first
• Automatic Transfer Switch 2: Remote device 1 (SN: 5A2504T75084) communication lost > on the second

I tried to review all settings, but I'm not able to clean this warning. Also the SN they refer, I am not able to identify on of our devices.

Have  you some suggestion?

[Teken]

Show me the (About) tab for both ATS via their internal NMC. Is this active fault / error message being displayed via the NMC, EcoStructure IT, Other?!?

Questions Ask . . . 👍

[allemontanari]

Hi Teken,
Thank you for your reply!
I confirm to you that this active warning message is displayed on the NMC Home page.

Attached the About tab.

[Teken · Accepted solution]

Based on the image capture you have provided at least one of the serial number are valid (5A2504T75084) and present. While the other unless its a typo on your part is not present in the image capture.

The serial number(s) relate to the NMC . .  .

If we ignore everything for now the question comes down to is this error message presented again with a new time stamp? If it is than next steps will need to be taken to isolate and determine root cause of the error.

If the error is not generated again than you can simply ignore it and move on with life. If this really bothers you the options are to format / erase the NMC following the APC FAQ. Depending upon the error / fault some are considered soft vs hard faults which can / can not be cleared unless a format / erase is performed.

As such you can go into the logs and clear them or change the retention and this will also clear the soft fault logs. As it relates to the ATS with a completely different NMC Serial number (IF) I assume its correct and there is a conflict with the (About) tab than I encourage you to contact APC Technical Support.

I can count on one hand where the logs didn't match the actual NMC / Hardware Serial Number. But, it does happen during the flashing process and this needs to be addressed if the two don't match! Let me know what you decide to do but most certainly you should submit a service request on the unit that has a serial number conflict assuming its not a typo or one off incident which is cleared by a NMC Format / Erase.

Questions Ask . . . 👍 

[allemontanari]

Hello Teken,
I was able to clean the logs with an NMC format/erase via SSH. I previously tried with the Reset from the NMC console but it doesn't work, via SSH it worked properly.

Thank you

Best Regards

Alessandro

[Teken]

That’s great to hear and appreciate the details as to how you cleared the error via SSH Format / Erase.

Please do advise me if the other unit declares another communication fault displaying an incorrect serial number vs the (About) programmed serial number.

Rock On . . . 🤟