SMX1500RM2U will not complete firmware update over USB (v09.1 to v15.0)

[user97]

Problem:

- Firmware v15.0 update via USB initiates but fails to complete. UPS remains at v09.1; functions normally after power cycling.

Setup:

- Windows 10 LTSC (1809 17763) with USB 2.0 and USB 3.0 ports (I tried both)

- "APC Firmware Upgrade Wizard v4.3.6" via USB connection

- Firmware file "SMTSMX20UPS_15-0.enc" (only file the software will allow me to choose)

- SMX1500RM2U (built in 2015); no Network Management Card, local access only; current firmware:

     UPS: v09.1 (ID:20-5)
     MCU: v09.1
     UBL: v06.9
     MBL: v06.0

- “APC PowerChute Serial Shutdown v1.0” software communicates with unit via USB without a problem

Steps to reproduce:

1. UPS plugged in with battery installed, connected via USB to PC; start with UPS ON or OFF (same result)

2. Run “APC Firmware Upgrade Wizard v4.3.6,” software detects UPS and authorizes a firmware update. Requires that I select firmware file, only allows me to choose “ SMTSMX20UPS_15-0.enc” file.

3. I initial firmware update process, if unit is ON, it now automatically powers OFF. Moments later UPS screen wakes with message:

     “Firmware Update in Progress...”

      [Front panel LEDs: Green (OFF), Orange (ON steady), Red (ON flashing), Red (ON Steady)]

4. At same moment, PC software shows:

      “Initiating the transfer”

5. About 1 minute later: at the UPS a click is heard and the screen powers OFF.

6. 15 seconds later: PC software status changes to:

     “Sending device firmware file 1 of 1...0%”

7. About 4 minutes later: with no change in condition/status at UPS or software a new message appears on the PC:

     “Re-sending device firmware part 1 of file 1...0%”

8. The software repeats a “re-send” attempt about every 4 minutes then finally presents an “update failed” message. When I power ON the UPS, it functions normally but firmware is still v09.1.

Anyone have an idea why this is failing? Is there an alternate path to update firmware without an NMC? This is a new-to-me unit and I have no idea if previous firmware updates were successfully applied over USB. I don't have a dongle for the RJ45 port.

-Thanks for reading!

[LarryK]

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

IMPORTANT: IT IS NOT RECOMMENDED TO USE LOCAL CONNECTION VIA USB CABLE WITH THE CURRENT VERSION OF THE FIRMWARE UPGRADE WIZARD. It is recommended to use local connection via Serial cable. The serial cable supplied with the UPS must be used. USB support will be re-added to a future version of the Firmware Upgrade Wizard.

So using the USB connection is - apparently - not the way to do this.  As I type this I am waiting for APC Support to call back and confirm that the 940-0625A serial cable can be used with a USB adapter to update all of my clients' 1015 and 1027 UPS devices.

[user97]

Thanks for the reply. Somehow I missed this note. This is probably the solution to my problem. I wonder where I put my APC serial cable...