SUA1500 Not Being Recognized By Management Card

[Anonymous user]

Recently my organization deployed an SUA1500 as a replacement for a failed unit in our infrastructure. This is the only one of its kind on our campus as most of our UPSs are larger. The network management card that has been installed is unable to see the UPS information. Attached are two pictures of the network management interface which show that there is no ups tab and the information regarding the management card.

I have also tried additional management cards of the same model and a newer AP9618 to no avail.

Has anyone encountered this issue before? How should I go about fixing this?

[Anonymous user]

I contacted APC support which recommended I completely reboot the UPS and re-seat the management card. I was able to schedule some downtime to do so, but it did not fix the issue.

Rather than continue wasting time with this unit, I simply replaced it with a working one during the downtime interval. The SUA1500 has been condemned to an office life under someones desk where management ins't a concern.

Thank you all for your help, it is appreciated.

[Anonymous user]

Although completely powering off the UPS may fix the issue, it's not exactly a feasible solution. This UPS is supporting a production network switch in a remote building location, so the amount of paperwork and coordination I would have to do in order to power the UPS (and thus the switch) off is the same as the paperwork I would have to do to just replace the UPS.

I would like to avoid powering off or replacing the UPS at all if possible because I just installed this UPS to replace a failed unit last week. It looks pretty bad on my department, and me specifically, when I go to the building manager and say, "I know I had to take your network offline for awhile last week to replace this, but it turns out I have to do it again because the unit I put in was broken."

We do have a couple of really old network management cards lying around, the 10BaseT kind (AP9606 I think). Does anyone think it would be worthwhile to try to swap one of these cards into the ups?

[voidstar_apc]

I'd check whether the serial port works. Remove all the cards and use the supplied APC 94C/D cable with your computer connected at 2400 baud, no flow control, 8 data bits, 1 stop bit, no parity. If you type 'Y' in uppercase, the UPS should respond with 'SM'. If it doesn't, communications looks hosed. If communication works and you really can't replace the UPS, you could either use PowerChute Business Edition software with the UPS, or buy a [SmartSlot Expansion Chassis|http://www.apc.com/products/resource/include/techspec_index.cfm?base_sku=AP9600] and use your existing card.

Some data centers put the computers on a power strip and use a definitely-not-CE-approved power cable with two plugs to hot plug another UPS in while pulling the strip out of the old UPS. That's dangerous because the powered plugs are lethal, though there's a commercial supposedly-safer version of the idea here. Obviously, we don't recommend this.

[Anonymous user]

I went out and removed the management card, and the UPS responds correctly when I type Y.

I happened to have an old smart slot expansion chassis lying around, so I decided to go ahead and try that. Now, with or without the smart slot expansion I am getting the following output:

A UPS was found that is not supported by this application. Check the CD-ROM for the correct application or visit www.apc.com.

Attached is a photo.

I wasn't getting this error before, so I'm hoping it's a step in the right direction.

I'll mention that this is happening with the newer AP9617 and the older AP9606.

[Anonymous user]

Hi qckdrw777, the ups is an sua1500 then it does have the correct fw on it (sumx). I would try to braindead the ups (complete power off, unplug the ups and the remove the batteries). From there, reseat the network management card and boot the UPS back up fully and see is the UPS tab shows up. This Kbase might help you as well with additional information on the issue http://nam-en.apc.com/app/answers/detail/a_id/615/kw/ups%20tab%20missing. Hope this helps.

[BillP]

if you try multiple cards in that UPS and it still doesnt work but they work in other units, then there is a problem with the UPS smart slot and it might have to be replaced. it'd require an entire unit replacement since the smart slot isnt user replaceable.

[voidstar_apc · Accepted solution]

So we know communication works, you're sure this is a SUA1500, and the NMC in both the UPS smartslot and expansion chassis believe it is an unsupported UPS? That's kind of odd.

Could you use your computer and the 24C/D cable to ask 'Y' (until you get SM), 'V', 'b' in that order and report here with the results? Thanks.