Please help!! (APC Support MIA) New SMX3000HV sudden reboots killing workloads!!

[ElCoyote271]

Hi,

On Aug 26th my brand new (two months old) SMX3000HV experienced a sudden reset, turning off and on all outlets and killing my workloads.

A few hours later, another reset cycle was experienced killing again my workloads.

There was no utility power, the weather was good and pleasant yet the UPS which is supposed to protect against power failures killed my workloads -twice- in the same day and for no reason.

I have been submitting support tickets to APC (France). One of my support tickets is over one week old and nobody has even reached out to contact me.

Please help, if anybody from APC is reading this forum, the tickets are:

https://www.se.com/myschneider/contact/cases/detail?id=111165591
https://www.se.com/myschneider/contact/cases/detail?id=111417757

Please help, this is a brand new unit and it's supposed to -protect- my workloads, not restart them!

Vincent

[Teken]

What do the event and data logs show for this unit?!? Please upload both for review along with the serial number.

[ElCoyote271]

Hi Teken,

APC Support finally reached out and the UPS will be getting replaced.

On Aug 19th was the first unexpected restart. It was captured by the AP9640 card.

The logs show:

08/19/2024	05:24:48	Device	UPS: The output power is now turned on.
08/19/2024	05:24:48	Device	UPS: The power for switched outlet group 3, Outlet Group 3, is now turned on.
08/19/2024	05:24:48	Device	UPS: The power for switched outlet group 2, Outlet Group 2, is now turned on.
08/19/2024	05:24:48	Device	UPS: The power for switched outlet group 1, Outlet Group 1, is now turned on.
08/19/2024	05:23:51	Device	UPS: The output power is turned off.

08/19/2024	05:23:51	Device	UPS: The graceful shutdown period has ended.
08/19/2024	05:23:47	Device	UPS: The power for switched outlet group 3, Outlet Group 3, is now turned off.
08/19/2024	05:23:47	Device	UPS: The power for switched outlet group 2, Outlet Group 2, is now turned off.
08/19/2024	05:23:47	Device	UPS: The power for switched outlet group 1, Outlet Group 1, is now turned off.
08/19/2024	05:22:18	Device	UPS: Switched outlet group 3, Outlet Group 3, has been commanded to reboot with off delay.
08/19/2024	05:22:18	Device	UPS: Switched outlet group 2, Outlet Group 2, has been commanded to reboot with off delay.
08/19/2024	05:22:18	Device	UPS: Switched outlet group 1, Outlet Group 1, has been commanded to reboot with off delay.

This is a bit strange has:
- this was a brand new UPS.

- I had not scheduled -anything- on the UPS. APC Support was unable to find the culprit.

Following this incident, I pulled the AP9640 card out and the subsequent events of Augh 26th were not captured. The event logs did not have anything when we looked at them with APC Support.
On Aug 27th, since the UPS had experienced two unexpected outages in the same day, I took the decision to re-insert the AP9640 card and I now have logs again.

The unexpected reboots have not come back (yet) but APC support is proactively replacing the UPS

Vincent