SRT1010 ID1010 – Firmware Mismatch / Internal Communication Fault after firmware update

[mcoulibaly]

Hello,

I am trying to recover a Schneider Electric APC Smart-UPS SRT 2200 that has been out of service for several months.

UPS / NMC information:
- UPS model: Smart-UPS SRT 2200
- NMC model: AP9640
- NMC firmware:
- Application Module (su): v2.5.0.6
- APC OS (AOS): v2.5.0.8
- Boot Monitor: v1.5.1.1
- UPS firmware update file: SRT1010UPS_15-5.enc
- Firmware update version: ID1010UPS 15.5

The firmware file was successfully transferred to the NMC and the command below confirms that the file is compatible with the UPS:

upsfwupdate -info -file /SRT1010UPS_15-5.enc

Result:
Compatible with UPS: Yes
Update Version: ID1010UPS 15.5

However, the UPS currently reports the following status:
- Main input bad
- Bypass out of range
- Discharged
- Internal communication fault
- Firmware mismatch

The event log also shows the same UPS faults.

When I try to start the firmware update with:

upsfwupdate -install -file /SRT1010UPS_15-5.enc

I get:

E100: Command Failed
The UPS is not off. It must be turned off to update the firmware.

I also tried to turn the UPS off using:

ups -c off

but this returns:

E100: Command Failed

The UPS status command confirms that the UPS is currently in the fault state.

My objective is to recover the UPS and bring it back into service.

Could you please advise:
1. How can I safely turn the UPS completely off in this condition?
2. Is there a recommended recovery procedure for this fault state?
3. Can the ID1010UPS 15.5 firmware be safely installed in this condition?
4. Is there any risk of damaging the UPS if the firmware update is attempted while these faults are present?

I can provide screenshots of the NMC status, event log, firmware information, and command results if required.

Thank you.

[Teken]

When was this unit purchased and the serial number?!?!

Questions Ask . . . 👍

[mcoulibaly]

Serial Number: AS2031194207
Purchase Year: 2022

[Teken]

Unless the system is covered by an extended hardware warranty your options are extremely limited.

Im going to assume the unit was powered off all these months before you decided to make this post for help.

If so the odds are pretty close to zero in a field recovery.

If you’re in North America you may consider reaching out to Coasttech as they are pretty much the only APC official repair facility that has access to documents, procedures, and electronic hardware. 

You may also search this forum and the Internet as to the possibility of using XModem, USB, JTAG recovery using the search term firmware bricked / recovery.

It costs you nothing but time if this is something you want to pursue. If this is an enterprise installation then the company will need to weigh out the costs benefit of shipping out the unit for service or wasting your time to recover the unit.

Questions Ask . . . 👍