SMX750 & AP9631 Not Talking after Firmware update(s)

[NYAVGUY_apc]

I have an SMX750 with AP9631 installed.  I was having a lot of alerts/transfers due to "distorted input".  I read on this forum that a firmware upgrade may help.  I updated the Firmware on the UPS from 9.9 to 10.1 using Firmware Upgrade Wizard v4.1.1 per instructions.  After the upgrade the AP9631 could not see the UPS "No UPS Found".  Re-reading the instructions, it appears that they recommend removing the card during firmware update, which I did not do (I only disconnected the network).  The upgrade succeeded per the tool and all appears normal on the UPS other than no network information in the 'About' section (UPS can't see network card either)

Troubleshooting I already tried:

1. Rebooted Network Management card
2. Fully power cycled unit (disconnected battery and unplugged)
3. Re-seated Network card
4. Tried removing card and re-sending firmware, but firmware upgrade wizard could not find it (not sure if this is due to it already being upgraded)
5. Upgraded NMC firmware from 6.5.0 to 6.8.8 (I was a little worried about this as 10.1 firmware notes include compatibility with NMC 6.5.0)
6. Contacted support and they wanted next step for me to connect directly to the NMC with putty to do? (had to stop working on it at this point)

[NYAVGUY_apc]

Update:

-I tried a new 9631 card and still same issue

-I also tried connecting a laptop with PowerChute Business Edition and it finds the UPS during install on USB, but the software cannot see UPS status when I log in after install

I wish I could just downgrade the firmware on the UPS back to 9.9 grrrr.

I talked to Tech support and the 4.1.1 firmware upgrade wizard won't even re-send the firmware if it sees a device with the latest firmware....

[sdas_apc]

I have a SMT1000 with AP9630 in it and faced a similar sort of issue after the NMC firmware upgrade. then figure-out I have flushed with a wrong firmware. When I upgraded with this: P-SFSY688 I got the similar 'No UPS found'. Then re-flushed with P-SFSUMX688 and things came back again. Probably something similar happened?

IMO, firmware upgrade should check the compatibility before blindly applying/upgrading the firmware. That wasn't expected from APC!!

-S 

[Anonymous user]

I have also upgrade to 10.1 and no connection, no USB no serial. Only modbus over serial when I activate on LCD.

Here is the old working firmware 9.8:

https://www.apc.com/au/en/faqs/FA281865/

> All images with Read Me Files

The downgrade is only over serial cable possible. Disconnect battery and all cables, also main. Connect the serial cable, press and hold the buttons "on/off" and "down" and connect the main cable, hold the buttons up the Error LED is blinking.

Now you have a short time to start the firmware upgrade wizard...

[NYAVGUY_apc · Accepted solution]

Thanks for the reply.

I worked for a couple of hours with APC support and we were not able to fix the issue.  They sent me a replacement that came with 9.8 firmware and directed me not to try and upgrade it:)

I went to see what I am missing between 9.8 and 9.9 and it looks like they pulled the latest firmware from their website for SMX series.  I am guessing I am not the only one that had an issue with the 10.1 upgrade.