SMX3000HV stuck in reboot loop ("firmware update in progress..."). Unit bricked?

[ElCoyote27]

Hi everyone,

I have (had?) a working SMX3000HV with firmware 7.4.

I sourced an AP9640 NMC3 card and attempted to update the APC firmware using a serial connection to the AP9640 card. The card is on Firmware 2.5.0.6.

After FTP'ing the firmware to /tmp, here's what I did:

================================= SERIAL ================================

apc>ups -c off
E000: Success

apc>
apc>upsfwupdate -install -file "/tmp/SMX1003UPS_15-0.enc"
E000: Success

================================= SERIAL ================================

At that point, I tried to get the status of the update and got:

================================= SERIAL ================================

apc>upsfupdate -status
E101: Command Not Found

apc>detstatus
E107: Serial communication with the UPS has been lost.
Firmware update in progress.

================================= SERIAL ================================

Then, after a few minutes I heard a high-pitched beep sound and the serial connection was interrupted.

The unit now appears to be stuck in a boot loop : after a few minutes, the serial connection drops and the unit displays 'Firmware Update in Progress..' on the LCD screen, and then the loop restarts.

I've tried unplugging the unit from the wall and disconnecting the battery pack but as soon as some power comes back, the unit immediately goes into 'Firmware update in progress..." with the LEDs flashing.

Is there a way to save this unit? The Unit was bought in 2015, is there a way I can reach out to APC support and submit a support case?

Thank you,

Vincent

[Teken]

Your first mistake was not following the APC FAQ as it relates to firmware upgrades. Your second mistake was trying to update the UPS firmware via the NMC! 

Regardless, Connect the provided APC Serial cable directly to the rear RJ50 port. Connect the USB port to the same (Laptop) computer system that is running the firmware wizard.

If the wizard finds the COM port and continues the installation - You’re golden! 

NOTE: If the firmware completes with the USB cable in place. Once the UPS has been updated. Remove the USB cable and reload the UPS Firmware. You’re doing this because the previous loaded firmware may be corrupted. Thus reloading via (directly) through the serial cable on the back of the units (RJ50) will insure the firmware is sound! 

The entire process will take less than five minutes. Let us know how everything turns out. 👍

[ElCoyote_]

Hi @Teken Thank you for reaching out. Unfortunately, this APC unit did not come with a serial cable. I've bought an AP9827 USB cable on aliexpress and I'll see how it goes.

What parts of the FAQ did I miss for firmware updates? I was following an APC document which explained that the SMX3000HV (ID 1003) could only be updated by scp/ftp'ing the payload then running the above commands.

APC Support sent me a procedure to recover the unit using Xmodem. I hope it can be performed on Windows 10 using USB.

I will wait until the serial cable arrives and will report back here.

[Teken · Accepted solution]

You’ll need both serial & USB cable. I have appended the APC FAQ for your reference:

https://www.apc.com/us/en/faqs/FA164737/

[ElCoyote27 · Accepted solution]

UPS is recovered and now running firmware 15.0.

Here's what I used:

- Lenovo laptop running Windows 10 22H2.

- StarTech USB to Serial DB9 Adapter (P/N: ICUSB232PRO)

- APC DB9 to Serial cable (APC AP940-0625A)

- APC Firmware Updater v4.3.8 (Smart-UPS_Firmware_Upgrade_Wizard_v4.3.8.zip).

I fired up the firmware wizard after connecting the cable assembly and it uploaded the firmware to 100%. After that, the UPS powered off and I powered it back on. It came back OK and was on firmware 15.0.

Pfew,

Vincent

[Teken]

Vincent,

Excellent news - Rock On! 🤟