SURT10000RMXL Sudden Output Power Off

[ncohen_apc]

This was originally posted on APC forums on 5/29/2015

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We had a problem yesterday with our Smart-UPS RT10000 RM XL UPS - the output power turned off and then on 3 seconds later - and I am struggling to find a full explanation.  Aside from the off and on messages, there were no other messages in the event log.  The status section of the NMC2 shows that the last battery transfer was due to "Unacceptable utility voltage rate of change."  This is the only clue that we have as to why the output power was unexpectedly turned off.  There was no one physically present at the device to turn it off.  Also, it did not appear that there was any actual battery transfer, since the only log entry was the output power off (and all connected equipment did, unfortunately, power off).  

I generated debug files from the NMC2 and have attached them to this post (I have anonymized the network-related data).  There was a successful self-test just over three days prior to the event.  All batteries were replaced about three weeks prior to the event (after a failed self-test due to a faulty battery) and there have been two successful self-tests since then.  Any insight into this problem would be greatly appreciated.  It will be difficult to trust the reliability of the device without a proper explanation for this event.  I would have expected the load to have been placed on battery in response to any utility voltage problem and not a full power off.  

Thank you.  

[BillP · Accepted solution]

This reply was originally posted by Jonathan on APC forums on 6/1/2015

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Hi Nick,

Is there a way that we can have someone on-site to get us some information from the UPS?  What I would like to know is, if there is a red LED that is illuminated on the display and if there is I would like to get a picture of those LEDs.

Next, we would need a computer or laptop that has a serial port as well as the smart signaling cable(serial cable) that came with the unit. The computer should have either hyperterminal or putty to start with. The network management card should be removed prior to doing this.

Connect the cable to the computer and to the UPS. On the terminal setting use 2400, 8, None, 1 and No Flow Control. Then once the blank screen comes up, press 1 on the keyboard and after 2 seconds press 1 again. If you did it right, you should see the word PROG displayed. Once you have that press Ctrl U and gather the information that the UPS would return on the screen.