SMX1500RM2U Firmware update from 9.8 to 15.0 failed

[Pieter]

I bought a new SMX1500RM2U, on receiving it I tried to update the firmware using the current firmware update tool https://www.apc.com/us/en/faqs/FA279197/ "Smart-UPS_Firmware_Upgrade_Wizard_v4.3.8v3.zip".

Current firmware versions for "20" device is 15, my unit had 9.8.

I tried serial cable, no comms, weird, docs say serial is supposed to work and USB is not supported.

I tried USB cable, update detected UPS, went to 7%, then just hanged forever, had to reboot the PC.

On pressing UPS power button UPS comes back to life, repeat, 7%, hang.

I installed NMC2 card, updated firmware using NMC2, got error "lost communication to ups".

NMC now reports UPS has no valid firmware.

UPS lights are still blinking and reports "firmware update in progress", all 3 lights blinking, red error light flashing faster, pressing power unresponsive, pulling power cable nothing.

Now what?

[Teken]

Contact APC Technical Support and have the serial number, purchased receipt, and brief description of the problem.

[Pieter]

APC support listened, and then told me I should not have updated the firmware, go figure, use their tools, their procedures, by the many reports of the same issue it is clearly a systemic issue with this model UPS...

I followed the steps from this post and after lots of tries I got it working.

In my case I could never get the serial port to print an actual message, it would print garbage, got the "CCC" wait for XMODEM, I'd upload XMODEM, would get 1 frame transferred, then hang, hold power button, get more "CCC" upload again, stop, retry, power cycle, still in update mode.

I don't know if it just luck, but I unplugged the battery, unplugged power, wait, connect serial, power on UPS (no battery), garbage on console, "CCC" upload XMODEM, no slowdowns, UPS shuts down, press power, and it is back up and working.

What a pain, but at least not a brick.