SRT3000XLT Battery charge event - error

[animateme]

Hello,

We have a SRT3000XLT which recently started failing, showing a "battery charge event" error on the screen.   We assumed that the battery needed replacing so we went ahead and ordered the new battery, but after installing it, the same error shows up.

Our language in the unit is set to Spanish, so this is what shows up:

The translation is: "Battery charge event", "Press OK to clear the alarm".

We press OK to clear the alarm but it just goes back to this error screen after 2 seconds.

We have tried checking the menu to do a reset or a test but we cannot get to the menu as the error keeps showing up again, after clearing the alarm with OK.

Any ideas?

Thank you.

[Teken]

If the hardware is still under APC Warranty you should contact APC Technical Support to initiate an RMA.

If the hardware is not under warranty you may consider the following action items to see how the system reacts / behaves and report back the results.

NOTE: Remove and disconnect all loads while the following action items are performed. If the unit has extended battery pack’s disconnect all of them during these steps!

Brain Dead: Please follow all steps outlined in this APC Resource Video to reset the unit:

https://youtu.be/PLUA-5u0YV4?si=5MjWNNyjYnvh9bRJ

Perform this task two times . . . ☝️

Once complete insure the date and time are programmed and correct in the system. Define any NTP, DST as applicable to your region.

EPO: Wire up the EPO circuit as outlined in the user manual. Power up the system and insure you hear all relays activate and the outputs are enabled.

Allow the system to complete the Self Test. If it fails report back this finding and proceed to engage the EPO circuit which will cause the system to turn off immediately and drop the load.

Disengage the EPO circuit and power up the system and report back the results. 

RBC & Self Test: Engage the EPO circuit than release. Disconnect the Anderson connector from the system. Power up the system clear the EPO fault and wait for the system to declare a battery disconnected fault / error.

Wait 30 seconds and reconnect the Anderson connector from the RBC. The system should prompt you to confirm this is a new RBC. Toggle from No to Yes and enter the month and year than save.

If the outputs are off turn them back on and report back you hear the relays clicking Open / Close.

Manually initiate a Self Test and let pass. If it fails to complete and declares the same charge error report back this result.

Questions Ask . . . 👍

[animateme]

Hello @Teken ,

Thank you very much for your reply.  The unit is no longer under warranty.

I tried following the unit reset instructions from the video that you provided but I am not able to complete the procedure, as the Battery Charge Event error keeps showing up, preventing me from completing the steps:

Would there be a way around this so that I can complete the steps?

Thank you.

[Teken]

The other procedures I outlined are the next steps if the brain dead process can’t be completed.

Please report back what you see and observe with results.

Questions Ask . . . 👍

[animateme]

Hello @Teken ,

Thank again for your response.  As I was not able to complete the brain dead process due to the Battery Charge Event error that keeps showing up, preventing me from completing the steps, I looked into the other procedures that you provided but our setup does not include an EPO switch.

Would there be another way to reset the unit, without involving an EPO switch?

Thank you.

[Teken]

The system comes with a (Blue, Green, Black) phoenix terminal block that gets inserted into the back of the unit.

You don’t need a switch / button it can be just a two wire cable. Depending upon N.C vs N.O connection you simply short or open the other end of the cable. 

You may try to simply disconnect the AC Mains, RBC Anderson cable, than press and hold the power button.

The unit may chirp / click or nothing will happen. Leave the system like this for 30 minutes than you may try the next action item and report back the results:

Connect AC Mains and power on the system without the RBC Anderson connector inserted.

Pay special attention that you see and hear the relays clicking. If the EPO was used to terminate power you will need to clear that active message.

If the outputs are off than enable them and you should hear the relays engage. If they do not engage report back this result.

Once the above has been done connect the Anderson RBC cable to the system. The system should prompt you to confirm if this is a new RBC.

Toggle from No to Yes and enter the month and year than save. If the system declares the same charger fault call this out.

You may attempt to manually initiate a Self Test via LCD / NMC / PCSS and report back the results.

Questions Ask . . . 👍

[animateme]

Hello @Teken 

Thank you again for your response.   Unfortunately we do not have the phoenix terminal block that you mention.   It was probably misplaced when the unit was unpacked and we cannot find it.

Is this terminal block absolutely required to reset the unit?

I tried disconnecting the AC Mains, RBC Anderson cable, then pressing and holding the power button, but when I do this the unit just goes into the same "Battery Charge Event" error, as shown on the video I posted above.  An alarm sound goes off when this error comes up and the screen turns to a red color.  I assume that when this happens there is no point in waiting for the 30 minutes under this state, to proceed to the next actions that you described.

Anything else that I can try?

Thank you.

[Teken]

All of the available action items have been offered as it relates to hardware reset and without the EPO connector being present.

Please share the following logs in its entirety from the NMC: Event, Data, UPS, Diagnostic.

Delete / remove any (PI Data) if necessary for privacy and security.

In the interim, perform the following action items by measuring the DC voltage from the system while the RBC is disconnected and report back the DC output value here.

Next, measure the initial charge of the RBC pack and document. Allow the RBC to sit for at least 72 hours then record the value.

After 72 hours install and connect the RBC to the system. Now use your meter to measure the back of the Anderson battery connector and document and report back all the values from the above here for review.

There are two possible outcomes which helps narrow down fault. None of which can be solved by a brain dead reset as this indicates a component failure inside of the unit.

But, does help narrow the area for the repair facility if that is the path you decide to follow.

If there is no output voltage from the Anderson connector this indicates the charging circuit has failed whether it be a single component or multiple and the appropriate repairs need to be made.

If there is DC output coming out of the Anderson connector what value is seen?!? If for example it’s the expected nominal 96 VDC and above during charging / float.

There is a minor component fault that is either out of tolerance or has failed inside. If the voltage is less than 96 VDC the same applies which indicates something has failed / not within specifications or tolerance.

The best case scenario is a blown fuse or out of tolerance resistor / capacitor. Worst case is there are multiple failed transistors and relays inside.

 I’m not sure where you’re located but in North America there are several authorized APC repair facilities that can repair, replace, refurbish the same such as Coasttech.

Depending upon what type of compliance and standards your company must follow. A repair makes sense for such a expensive unit if the costs are reasonable vs a new unit with a warranty.

In highly regulated ISO installations the only solution is to scrap the unit and purchase a new system to maintain compliance, insurance, and certification.

Questions Ask . . . 👍

[animateme]

Hello @Teken 

It seems like our only option is trying to get the unit serviced.  I am located in Mexico.  Would you please be able to provide the contact details of an authorized APC repair facility in Mexico?

Thank you.

[Teken]

You will need to contact APC Technical Support to see if there is one available in Mexico.

If not the secondary option is to bring the unit to any electronic repair facility. Any shop that repairs TV, DVD, Stereo equipment can easily fix this hardware.

As stated earlier you’ll need to balance the repair costs vs buying a new / refurbished unit which makes financial sense.

Questions Ask . . . 👍

[animateme]

@Teken ,

I checked    https://www.apc.com/us/en/support/     but I can't seem to find any way to contact APC Techincal Support.  Would you please provide a site with the contact information or an email where I can try to get in touch?

Thank you.

[Teken]

The link you shared has both Chat / Telephone contacts at the bottom.

Please insure you choose the correct country so it’s routed to the correct support line and in your case Mexico for Spanish support if required.

Let me know how it all turns out good or bad.

Questions Ask . . . 👍