SMT1500I : new UPS and after 2 weeks, "connect battery" warning message after automatic self-test

[Anonymous user]

My new SMT1500I is 2 weeks old. Battery 100% and load 20%max. One night, beep and warning message " connect battery". It has been connected for 2 weeks and it is new ! (battery is installed in May 2018 according to powerchute).

I call APC Support at 9pm -> upgrade firmware as it might have fixed the problem of bad status after automatic 14d self-test (seems default self-test frequency). I have 9.3 installed and 9.4 is available. Nothing in the release notes cf. this bug in 9.4 but I give it a try.

Worst part: firmware wizard does not want to update as..the battery is not connected !!!!!!!!!!!

Restarted UPS, unplugged battery, .. nothing to get the battery connected problem solved. Self-test is not possible as...battery is not connected. So my unit is bricked after 2 weeks...

What's up with this thing? Anyone got the same problem ?

PS: I ordered a new one under DOA agreement (30 days..lucky me). But will I have the same problem with the new unit ? Should I upgrade to the latest firmware?

Thanks,

Didier.

[BillP]

Hi Didier - 

Did you verify that both internal battery connections as well as the battery quick disconnect cap on the back are connected? This is unusual behavior from a brand new UPS/

[Anonymous user]

Hi Liam,

Yes, the battery connector was plugged in for 2 weeks. I re-checked again after the fault. I did not open the UPS to verify the internal battery connection. It was working fine for 2 weeks and I didn't wanted to spend time to "debug" a new unit.

I have installed the new unit this weekend. I upgraded to firmware 9.4 and performed myself a self-test of the unit. All is working fine like with the other unit.

We'll see after 2 weeks if it gets bricked again. I will also give a call to the APC support in Switzerland if I can reach them..

[BillP · Accepted solution]

I would definitely suggest calling your local support team.