No UPS Found - AP9631

[scavone_apc]

This was originally posted on APC forums on 12/13/2018

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I recently installed the AP9631 into the SMX1500RM2U Smart UPS. I reset the NMC2 card since it was purchased used and logged into the Webui but was disappointed that my UPS wasn’t found. Assuming I might need to do some firmware upgrades, I set out to update the UPS and NMC2 to their latest releases.

• On the NMC2, sumx and AOS are both now v6.6.4.
• On the UPS, UPS 10.1 (ID:20) is installed.

I’ve also attempted to change the Menu Type on the UPS to Advanced hoping to see it recognize the card but nothing appears either. I’ve also tried rebooting the NMC2 multiple times hoping it would recognize the UPS. Anyone have any thoughts how to get the two devices working?

[BillP]

This reply was originally posted by Angela on APC forums on 12/13/2018

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Hi Joseph,

I believe this is a bug with UPS firmware 10.1 that we recently identified. The UPS itself will need to be downgraded to the previous revision and then the AP9631 will begin working correctly. I had this problem on my own ID20 UPS and corrected it this way.

I suggest to contact technical support via email or phone (https://www.apc.com/us/en/support/contact-us/index.jsp) and ask them to refer to FAQ ID FA363261 which is an internal instruction doc that they can walk and guide you through to fix this. Any problems with accomplishing this, please let me know.

Unfortunately, the firmware downgrade to the UPS will require you to power off any attached load until it is complete.

[BillP · Accepted solution]

This reply was originally posted by Angela on APC forums on 12/17/2018

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Hi Joseph,

I see you are running into an issue with getting a resolution on this as I had explained. I will try to bump it along internally.