SURT1000XLI failure?

[BillP]

I wonder if anyone in this community could help me.

I have a Smart UPS RT1000 that is driving me nuts...  Story from the start:

Since purchase, over time time battery strength indicator goes from 5 to 2 lights and finally, get the alarm saying battery is dead please replace.  The unit is 4 years old so not too bad - thus purchase a new battery.

Install new battery, get my 2 lights on battery strength and by the end of the day i have 5 lights - great. And then following morning down to 2 lights for battery strength.  Assume it was just a surface charge and that the UPS will recharge the battery.

2 days later still 2 lights so using Powerchute console have a look and says battery is 50 volts, charge 27% and will last 14 minutes without power.  So I pull the plug to test, and after 2 mins shutdown.....

Phone support in France and they say - out of warranty, buy a new one.....

Do some googling and then do the Hyperterminal reset for new battery, recharge the batteries outside the unit and start again - same result. 

So after a lot of testing, if I put fully charged battery unit in with 52 volts on the meter, the following day it is down to 47 volts.... though Powerchute software says the minimum it reaches is 50 volts......  At this stage i notice that even with battery disconnected, I still have 2 lights light for battery charge, and no reaction from the UPS saying the battery is missing.....  Powerchute software doesn't seem to notice either that there is no battery......

Volt meter on the UPS battery connector shows 47.2 volts and implies the UPS is not sending enough voltage to charge the battery.....apparently it should output closer to 57 volts to charge the battery?  Can this be adjusted somehow?

I am in France and the support is pretty much - remove battery, pull power on unit and let is reset, then put in battery and power up unit.  Oh, that didn't work, erh, well buy a new one....  At Euros 1100 odd that is pretty diabolical support and they have no repair service either.  As a professional product for a businees to ensure reliability of servers, I must say I am more than disappointed....

Anyone have any thoughts on this - thanks.

[BillP]

I thought there might at least have been APC admin who might have commented.......

[BillP · Accepted solution]

Ed,

Sorry to hear of the inconvenience. 

On 12/2/2015 3:19 AM, Ed said:

Volt meter on the UPS battery connector shows 47.2 volts and implies the UPS is not sending enough voltage to charge the battery.....apparently it should output closer to 57 volts to charge the battery?  Can this be adjusted somehow?

The charging circuitry cannot be adjusted.  

On 12/2/2015 3:19 AM, Ed said:

I am in France and the support is pretty much - remove battery, pull power on unit and let is reset, then put in battery and power up unit.  Oh, that didn't work, erh, well buy a new one....  At Euros 1100 odd that is pretty diabolical support and they have no repair service either.  As a professional product for a business to ensure reliability of servers, I must say I am more than disappointed....

We do not offer a repair service however we do offer the trade-UPS program where you trade in you used UPS for a discount on a new UPS. The trade-UPS program work better for most customer since you do not do not have to wait for the repair. You purchase the UPS model through the program and are shipped the new UPS. After receiving the new unit you will send the old unit to Schneider Electric for recycling.