SMX750 Firmware Failure

BillP · ‎2021-06-28

Hello,

I have a SMX750 which has stopped working after a firmware update. The system indicates the following message

An internal UPS communication fault exists.
UPS: Firmware transfer to UPS failed: Refused due to UPS in Invalid State

Also when I select the About UPS all of the values are not correct and have crazy values. How do I recover this UPS as the system will not accept a firmware upgrade via USB / NMC?!?! The firmware ID11 was the previous version and believe there is only one version listed on the APC site which was downloaded.

The LCD display also doesn't seem to keep the settings that are entered into the system. I have tried to reload with out any success. I have powered down the entire system removing power and battery pack and waiting 30 seconds. Than, attempting to load the firmware via USB / NMC with zero success.

Its like the system is bricked and really need a method to recover from this and also to get onto the latest UPS firmware. The NMC is using and on the lastest firmware that is published on the APC site as more back ground information.

Thank You!

BillP · ‎2021-06-28

Hi Patrick,

For this issue, I recommend you contact our technical support so we can provide you with the troubleshooting steps to recover the UPS. Once you have a case number from our tech support, feel free to message me on this platform and we can follow up.

See Answer In Context

BillP · ‎2021-06-28

Really?!?! Not a soul at APC has any insight or can help with this issue???

BillP · ‎2021-06-28

Hi Patrick,

For this issue, I recommend you contact our technical support so we can provide you with the troubleshooting steps to recover the UPS. Once you have a case number from our tech support, feel free to message me on this platform and we can follow up.