SMT1000 Firmware 06.5 (ID18) update failed

[Holymartyr]

I attempted to update my SMT1000 with via the NMC3 "upsfwupdate" utility following the guide here: https://www.apc.com/us/en/faqs/FAQ000242942/, and the screen was stuck on "Firmware update in progress" for several hours. I attempted to brain-dead the UPS, and now there is no text on the screen, all 4 status LED's stay lit, and the NMC3 can no longer detect the UPS.

Please assist ASAP.

I have already attempted using the serial port, and the USB port - neither of which are recognized by my PC.

[KarimEissa · Accepted solution]

Hello,

It seems the UPS firmware is not properly uploaded which might cause control logic corruption,we usually recommends to update the UPS firmware update using serial cable and use the firmware upgrade tool as shown below 

https://www.apc.com/us/en/faqs/FA279197/

The Firmware Upgrade Wizard, Network Management Card, SmartConnect and USB methods may require that the UPS output power is turned off.
If the UPS output power must be turned off, ensure that your network access is not dependent on the UPS for power when updating via the Network Management Card or SmartConnect

So try to update the firmware using FUW with serial connection and with the correct firmware ID and try to upload it and check if the UPS controller regains its operation ,if the issue the same then it might be a control logic defection due corrupted  or uncompleted firmware image uploaded then you will require to contact your local CCC team to check the unit warranty and issue an RMA if necessary

Regards,

Karim

[Holymartyr · Accepted solution]

Thank you for your reply, however as I stated in my original post - the serial connection isn't responding.

I used the NMC to do the update, thinking: "Hm, since APC made the UPS, and APC made the NMC...they should have 100% compatibility, and therefore be just as reliable as a direct serial connection". Oops.

Before the update process, I powered off and unplugged loads from the UPS as I was instructed.

The actual cause of this problem, is this:

On various APC UPS models that have really old firmware, you have to do an incremental update (which isn't noted ANYWHERE on APC's site). There is a bootloader update that is included in the v9.4/v9.6 firmware update, that is MISSING from the most recent v15 firmware. The fact APC doesn't make available older firmware updates on their website, makes this even harder to figure out.

I found my solution on a git page (I'll leave the URL out of this post, so it won't get removed). Search google for: "unbricking an apc smt3000 ups after a failed firmware update"...it will lead to a post detailing how to revive your unit with a known good image backup using an SMT8/SMT32 programming device.

Of course, if anyone finds this in time before bricking their device...simply finding/flashing the v9.4/v9.6 firmware avoids bricking your device in the first place.

Hopefully this helps someone else out there from thinking they have to throw away their nearly $1000 APC UPS, due to poor technical support, because it's out of warranty.