SMX1500rm2unc firmware failure

[Anonymous user]

I updated the firmware(s) to the latest versions and the APC LCD buttons are no longer functioning.  It flashes LANGUAGE/ENGLISH but it is not possible to select any options.   The power button which is a seperate cable connection does function.  Of course, the unit went out of warranty in August.  The highest firmware this model takes is the UPS 3.8 with CBL 2.2.  (I had to update the CBL from 1.0 to 2.2 in this process as well.)

Is a rollback of firmware realistic?  I've also considered trying to run all the updates again from the beginning (UPS, CBL, UBL) Any suggestions or has anyone seen this before?  Hoping this is not a brick now.

[BillP]

Hi kwinters

Could you verify the UPS firmware version you started with? I know you had CBL 1.0 to begin. Also, did you get the CBL updater instructions from APC tech support?

My advice would be to go ahead and try the entire process again from the beginning including the CBL updater unless you're really confident this whole process definitely did work which it seems like it did not.

Since you said "SMX1500RM2UNC" - this SKU includes a Network Management Card - have you been able to check the status of the UPS through there to see what it reports?

[Anonymous user]

My versions were - UPS 2.2, COM 2.3 UBL 5.0 and CBL 1.0

I did get the instructions and files from tech support and all the updates seemed successful until I tried to use it.

I launched the Firmware update wizard which checks the current version and it shows: UPS 3.8, COM 3.8, UBL 5.0 and CBL 2.2.  So it does look like it ran all the updates.

I am able to connect to the NMC via serial only at this point.  I will be trying to reconfigure the network to bring it online and check status that way.

Because the LEDS etc all look good, I rather expect the unit thinks it is just fine and doesn't realize the buttons are an issue!

[BillP]

My suggestion is to re-run the update wizard and re-try putting UPS 3.8 on there and see if any change. If no luck, let me know.

[Anonymous user]

I did re-run the update wizard for 3.8 this morning with no change.  Is it safe to rerun the entire CBL process or could this cause problems?

[BillP]

Hi again. I don't know what could happen - I don't think anything but I can't say I've done it before.

Did you get a case number or anything when you contacted tech support for the instructions for the CBL updater? I'd like to look at that quickly or see if we have a case open on this already to proceed.

[Anonymous user · Accepted solution]

The case number is 383140650.  I will work on getting it on the network.  Thank you for the help.