SMX1500 shutting down on it's own

Anonymous user · ‎2021-06-28

The battery on this guy died. I replaced it. Since replacement it's shut itself off for no apparent reason. Logs are below. It's done it sporadically, no pattern to it really. Maybe 5th or 6th time now. Any ideas? Support's suggested to update firmware on the unit itself (I've already updated the management card) but I'm a bit weary of introducing any new bugs with that - it's been fine before the battery swap. I'm waiting to schedule downtime for that as it requires to turn output off.

There are no scheduled shutdowns. I don't think anyone logged in and sent the shutdown command as I don't see any login attempts before the shutdown. The one you see below after the shutdown is me logging in to check it

Date	Time	User	Event
08/28/2017	09:17:02	admin	Web user 'admin' logged in from xxx
08/28/2017	09:13:26	System	Web user 'admin' logged out from xxx
08/28/2017	09:10:16	admin	Web user 'admin' logged in from xxx
08/28/2017	07:59:02	Device	UPS: The output power is now turned on.
08/28/2017	07:59:02	Device	UPS: The power for switched outlet group 3, Outlet Group 3, is now turned on.
08/28/2017	07:59:02	Device	UPS: The power for switched outlet group 2, Outlet Group 2, is now turned on.
08/28/2017	07:59:02	Device	UPS: The power for switched outlet group 1, Outlet Group 1, is now turned on.
08/28/2017	07:58:56	Device	UPS: The output power is turned off.
08/28/2017	07:58:56	Device	UPS: The graceful shutdown period has ended.
08/28/2017	07:58:56	Device	UPS: Switched outlet group 3, Outlet Group 3, has been commanded to shutdown with on delay.
08/28/2017	07:58:56	Device	UPS: The power for switched outlet group 3, Outlet Group 3, is now turned off.
08/28/2017	07:58:56	Device	UPS: Switched outlet group 2, Outlet Group 2, has been commanded to shutdown with on delay.
08/28/2017	07:58:56	Device	UPS: The power for switched outlet group 2, Outlet Group 2, is now turned off.
08/28/2017	07:58:56	Device	UPS: Switched outlet group 1, Outlet Group 1, has been commanded to shutdown with on delay.
08/28/2017	07:58:56	Device	UPS: The power for switched outlet group 1, Outlet Group 1, is now turned off.
08/26/2017	07:48:16	Device	UPS: The output power is now turned on.

Anonymous user · ‎2021-06-28

Liam - I'm pretty sure I said yes to the new battery question but can't be 100% certain. The replacement batteries were just as old as the ones they replaced, maybe 3 years. They were plugged into a spare UPS that was powered up and not under load though

I know the batteries I put in may probably be just as bad as what I took out, but the thing is the UPS isn't alarming for high temp, bad battery, etc like it was before with the old pack. It's just shutting down with no warning.

Is there a way I can private-message you the logs, or email them to you? It has ips and macs etc that I'd rather not let out there.

See Answer In Context

BillP · ‎2021-06-28

Hi Sam - Do you know what the current Firmware Rev is on the UPS itself? Was the replacement battery a genuine APC battery? When did you replace it?

Anonymous user · ‎2021-06-28

Liam,

UPS 09.1 (ID20) - is that the version your looking for? The replacement was about 2 weeks ago. Pretty sure it was genuine. The tray I used was from a spare UPS that I don't think anyone's touched.

Anonymous user · ‎2021-06-28

Also -

It seems that the unit logs every login. If someone managed to figure out the password and login and set it, that would be shown (as it shows my own logins after the fact). What if someone figured out the SNMP string and sent the shutdown command that way? Would that be logged too, or would that be invisible? It's clear there was no action on it 2 days before shutdown. Just trying to think if there's a way a shutdown can be sent without it showing in the logs of who/how it was sent.

BillP · ‎2021-06-28

Do you mean that you pulled the whole battery cartridge out of a different UPS or that you put new batteries in an older tray? With OEM replacement batteries they will always come in a new tray with a new wiring harness.

The behavior that your seeing could be related to a battery that is at the end of its life. If you pulled the whole battery cartridge out of a different UPS, do you know how old it is? If you have the serial number off the battery module we can determine a date from there...

Anonymous user · ‎2021-06-28

Yes I did swap the entire tray for tray. Yes the "new" tray could have been just as old, all our UPS's were purchased about the same time. However it was unused / unloaded as the spare was just sitting in storage.

This UPS has an external battery pack. The unit was previously alarming for bad battery and battery over temperature. I swapped the main unit tray with another tray. The alarms went away and seemed happy, except the restart symptom started. There are no more battery entries in the logs that there was previously.

I don't understand how this can be battery related. There are no battery alarms. The log indicates a graceful shutdown was scheduled. It seems the UPS thought something was scheduled.

BillP · ‎2021-06-28

Can you reply with the full event and data logs?

When you replaced the batteries the UPS usually asks you if there is a new battery. Did you say "Yes"?

The batteries that you swapped in - How long had they been in storage?

Anonymous user · ‎2021-06-28

Liam - I'm pretty sure I said yes to the new battery question but can't be 100% certain. The replacement batteries were just as old as the ones they replaced, maybe 3 years. They were plugged into a spare UPS that was powered up and not under load though

I know the batteries I put in may probably be just as bad as what I took out, but the thing is the UPS isn't alarming for high temp, bad battery, etc like it was before with the old pack. It's just shutting down with no warning.

Is there a way I can private-message you the logs, or email them to you? It has ips and macs etc that I'd rather not let out there.