SMX750 - Updated to firmware 10.1 - AP9631 lost all communication

[Anonymous user]

Hi, 

I have a SMX750 that I just installed an AP9631 in. The UPS previously had firmware version 9.1, NMC had firmware version 6.6.4. The NMC could communicate with the UPS just fine. However, after pushing the update for the UPS to version 10.1 the NMC has been unable to contact the UPS, and the USB connection to a laptop is not working either. Did I brick my UPS? It still works, but I can't talk to it with any other devices.

Attached file with screenshot of the info panel of my NMC.

Zu%2B6X919C7sWSFsasIaThg%3D%3D&Rest-Api-Key=d3Bhc3F1aWw6NjM3MzU2MWEtNzYzMC00OTc5LTkyMTAtOTJjYTU0NGEwZWFl.png

I've tried backdating to NMC firmwares 6.5.6, 6.5.0, and 6.4.4. No change in communication status.

Really wishing I just left the firmware alone right now...

[BillP]

Hi,

Editing this post in light of new information becoming available, firmware 10.1 should not have been there just yet, and we are updating the link to the previous revision. A workaround is available to revert the UPS to rev. 09.9, so please contact your local APC tech support if you have upgraded your SMX 750VA to firmware 10.1.

[Anonymous user]

Hello,

i have the same problem with SMX750 and an AP9630.

After upgrading Firmware from 9.1 to 10.1 and NMC to firmware version 6.6.4 the NMC has been unable to contact the UPS.

Can you help me?

[BillP · Accepted solution]

Hi Mario

Your local Customer Care team (tel: 0800 – 101 00 67) will be able to send you firmware version 9.9 to remedy this issue.

Regards

Matt