SRT5KXLI, automatic shutdown - no events, but suspect high internal temperature

[Anonymous user]

Hi,

I've been steadily decreasing the log time, but have not managed to capture an actual alert - the UPS chimes, then sends the shutdown control to Output Group 1 almost immediately. The closest match I have in the logs says that shutdown is initiated by user, but I suspect that the event occurs when the internal temp approaches 27C.

Strangely enough, today's error on the LCD read something along the lines of 'Button failure'. Is there any way for me to trap the actual error or event, alternatively, setting the internal temp alert to a higher value to test?

I found this advice, and am busy downloading powerchute business edition, but since it's for a different model, I'd like a guru's opinion 🙂

http://forums.apc.com/spaces/5/smart-ups-symmetra-lx-rm/forums/general/5372/high-temperature-automat...

Regards

Chris

[BillP]

Hi,

I believe this UPS model  comes with an internal UPS Network Management Card and does not support PowerChute Business Edition. I recommend configuring it so we can log into it and review the log files on it to understand what is happening.

Here are instructions on how to configure the  Network Management Card with TCP/IP settings- >  http://www.apc.com/support/index?page=content&country=ITB〈=en&locale=en_US&id=FA156064  then you'll want to make sure you connect a network cable to it of course in the Ethernet jack.

Here are instructions on how to  download files from the Network Management Card once you can access it  (About->Support log dump is preferable but event.txt, data.txt, and config.ini are what I need)->  http://www.apc.com/support/index?page=content&country=ITB〈=en&locale=en_US&id=FA156131

[BillP]

Thanks!

By the way, you're a firmware revision behind. I don't think it hurt to  upgrade but I am not saying it will fix any issue you're having.  it just has some nice bug fixes in it. The UPS itself appears up to date as I just checked that. It would be AOS/sumx app v6.2.0 and it is available for download @  http://www.apc.com/tools/download/index.cfm  under Firmware Upgrades -  UPS Network Management Card.

First thing I  saw is that your UPS temperature is good. The UPS should alarm specific to internal temperature alarm and we don't see that. Plus, it's pretty normal. Ambient temperature shutdowns require PowerChute Network Shutdown but I don't see any clients registered there and that temp is good too, though I see you have thresholds for those configured. I don't see alarms about that in the log  and I assume you don't see it in the interface?

The other thing I noticed in your config file was:

Group1LoadShedRunTimeRemaining=600
Group2LoadShedRunTimeRemaining=600
Group1LoadShedPowerFailDuration=16200
Group2LoadShedPowerFailDuration=16200

How much runtime  does your UPS report? I wonder if the runtime  remaining threshold is being triggered? This would be under Configuration->Outlet Groups in the web UI where you'll find  "UPS runtime remaining is less than  XX  seconds" in the outlet  group #1 or #2. Yours is set to 600 seconds it seems. Mine is default 120 seconds so it appears someone upped this to 600 seconds  AKA  10 minutes.  Your load seems small so if the UPS is reporting around 10 minutes runtime  then it is an error of some type but  regardless, would trigger this load shedding threshold to start turning off the outlet groups.

All in all, I  am  thinking if none of this makes sense, then we may want to consider resetting the UPS itself to defaults  to start.  (Under  Control-> Network-> Reset/Reboot->Reset Only  UPS to Defaults  and see what happens.

Thoughts? I  see nothing here telling me this is related to temperature at all though.

[Anonymous user]

Okay, nice... I didn't think to look for NMC firmware and will check it out as well.

The UPS allows for about 5hrs on current load. I've customised the settings to allow for a few hours of runtime after a power failure and followed various advice on the web about how to set the values, but that was only after the issue occurred for the first time, about 2 weeks ago.

My aim was to configure the UPS for runtime of around 4,5 hours after a power outage, but shutdown if less than 10 minutes of battery remained during that period.

I'm happy to reset to factory defaults and let you know the results tomorrow. Normally around 11 or 12, if I don't have the aircon running - and that's what's confusing me! No temperature alerts, but it seems to happen consistently when the office warms up. Then I start the aircon and have to wait a few minutes before starting the UPS or it will shut down again with the same message - Output group 1 shutdown initiated by user.

Starting the reset now and I'll check back tomorrow.

G'night.

Chris

[BillP]

Hi Chris,

OK, so  the runtime reported seems  accurate (and  a lot more than 10 minutes!).   Your logic in what you wanted to do is correct and you did it properly as well from what I can see.

The only other thing I thought of would be to try and disable SNMPv1  (which is on by default) to rule out any SNMP commands coming in that are controlling the unit (intentionally or not), though that chance is slim.

If it still happens, I'll do some more investigating on the logs.  I do need to check one other thing on my end that I  don't  think  is related to the issue but  I still want to check out what it means relating to the event log.

[BillP]

Yup - I agree.  Looking good.  

[BillP]

Hi Chris,

I am going to ask your local support since these units are mainly used in EMEA . What I have found is that there may be a firmware upgrade available for the UPS and how it  keeps turning on and off due to that button error.  Though, I think the firmware upgrade may just prevent  the unit from turning on and off during the button error and we still need to check for a physically stuck button. Can/have you investigated to see if you see anything stuck with the buttons or tried to press them all to see if something appears stuck?

Regardless, I'll get more specific instructions from our EMEA  support team on how to proceed but thankfully, if a UPS firmware update is required, you'll be able to push it through your Network Mgmt  Card under Configuration->Firmware Upgrade.

I'll report back when I hear more but I don't think it is a bad idea while  we wait to see if you can find a stuck button or something with a button. That'll likely be helpful to determine the final course of action to get you back up and running ASAP.

Thanks so much for all the logs and pictures by the way!

[BillP]

Hi Chris,

I confirmed with your regional support that the UPS will need to be replaced assuming there really is no button stuck (which I bet there is not). Your local support can provide you with the firmware patch to stop the turning on and off while you wait for the new UPS, though I think it will still report the button as stuck due to another problem with another component.

Thus, I'd contact your local support to start that process as soon as possible and you can provide this thread if it is helpful to them.  They'll want the UPS serial number (which is in the log files in the web interface under About->UPS) and then provide you a firmware patch if you want/need it to at least stop the UPS from turning on and off.

[Anonymous user]

Hi Angela,

Lower buttons seem okay by touch and sight. At least they don't prevent me from changing menus and scrolling through the status messages, or re-enter a menu unless I press something. The power hasn't dropped since yesterday, so the power button also seems okay.

I'll call local support now to kick things off... is there anyone specific I should ask for?

Thanks very much for your help.

Regards

Chris

[BillP · Accepted solution]

Hi Chris,

You don't have to ask for anyone specific. Just let them know you have a button error that is causing the UPS to turn on and off and assuming you are interested, ask for the temporary firmware patch to stop that behavior and indicate that you've been told the unit needs to be replaced. They can hopefully take it from there, based on your serial number.

Let me know if you run into trouble or have further questions.