SURT20KRMXLI batteries problem

[BillP]

Hi,

I have a SURT20KRMXLI , the status in the UPS management is giving me 2 bad batteries out of 8..,, when vieing the details it shows:

Battery Housing	Bad	Good	Total
Main Frame:	2	0	2

Battery String	Negative Pair	Positive Pair
Battery String 1:	Failed	Failed

Can you please advise how can I allocate the failed battery? and where is Battery string 1 , in the the main frame?

Thanks

[BillP]

The UPS can't report on actual cells or batteries within a string.

Do you have external battery frames or just the batteries in the mainframe? I ask cause you said 2/8 but it only shows 2 in the image so I just want to verify the configuration.

Regardless, if the batteries are all the same age, they should all be replaced around the same time to avoid older batteries damaging new ones. This assumes they are 2.5-5 years old. If they are newer, let me know.

[BillP]

Thank you Angela for the prompt reply,

The UPS includes only the batteries in the main frame, no any additional battery frames..

The UPS is manufactured in 09/14/12 (Kindly find attached snapshot) and only operated this year, so its really  weird that we have to change the batteries, furthermore the batteries are charging and discharging normally !!

I can also send you the event logs, and data logs,,,

The history is that the user have made mistake during the connection, where he didnt know who to combine the jumpers for the input box between 3 and 1 phase input, and the ups was operated (not sure if the user did the right thing), then he claimed us that there was a problem in the batteries after he set the NMC interface and checked the status. Wen we received the UPS we found that the connection scenario is not compatible with neither 3 not 1 phase, the customer said that he tried to  to change the input to singe due to some circuit breaker problem... (anyway as as you know customers do not tel the truth so they dont take the responsibility of mistakes..

Is there any further advise from you? how can i send you the log file?

Thanks

NJ

[BillP]

I don't have much expertise with this unit unfortunately. I'd have to say if possible, contact your local technical support region for further in depth support. Based on input given to me by our NAM escalation lead on this product, it appears to just be bad batteries - which if the UPS is under warranty, they could replace.

If there are more problems, they can verify the wiring too which I have no idea on.

If you prefer to work through here though, let me know what region you're in and I'll have to ask the local support team to comment on what you've provided.

[BillP]

Well I don't know anyone specifically. I was thinking it'd fall under EMEA but that might be APAC.

To start, you can send this thread to the email support link @ Contact Us page (after specifying Iraq) or refer to if rather work via phone (like to check wiring).

Let me know if you don't get anywhere and I'll see what I can do from here and if I can track someone down.

[BillP · Accepted solution]

Thank you for the reply,

he region is Iraq, can you please direct us the contact of the responsible person for the support for the region?

Thanks