SURTA2200RMXL2U - In bypass - internal hardware fault

[BillP]

My SURTA2200RMXL2U is in bypass mode. I don't know why. This unit has been flakey for some time and yesterday it just went into bypass mode. The two errors are listed below.

The email support link is broken and when I called the 800 number, I was cut off five times. I finally gave up and came here to see if I could get some help. This is really sad for a company of APC's size and reputation.

*********************************

Serial Number : ZA1036013062

Date : 12/08/2013

Time : 14:54:41

Code : 0x011B

Critical Events - UPS: In bypass in response to an
internal hardware fault.

***************************************

Serial Number : ZA1036013062

Date : 12/08/2013

Time : 14:54:36

Code : 0x0165

Critical Events - UPS: An inverter fault exists.

***********************************

Thanks!

[BillP]

My SURTA2200RMXL2U is in bypass mode. I don't know why. This unit has been flakey for some time and yesterday it just went into bypass mode. The two errors are listed below.

The email support link is broken and when I called the 800 number, I was cut off five times. I finally gave up and came here to see if I could get some help. This is really sad for a company of APC's size and reputation.

*********************************

Serial Number : ZA1036013062

Date : 12/08/2013

Time : 14:54:41

Code : 0x011B

Critical Events - UPS: In bypass in response to an
internal hardware fault.

***************************************

Serial Number : ZA1036013062

Date : 12/08/2013

Time : 14:54:36

Code : 0x0165

Critical Events - UPS: An inverter fault exists.

***********************************

Thanks!

[BillP]

Sorry for the troubles. I am not aware of any issues with the links being broken or with the phone cutting out but I'll be glad to help you here.

Can you provide me the full logs (event.txt, data.txt - I dont think we'll need config.ini)? Instructions are here -> How can I download Event, Data, Configuration, and Debug files from my Network Management Card? | FA...

Anyway, an inverter fault means there is a problem with the inverter which converts DC power to AC power through the double online UPS topology. It is a critical component of the UPS and unless I see anything else in the logs, it'd most likely require a replacement - either under warranty or not (maybe a trade in?) if it is indeed faulty.

Thus, your UPS is unable to pass power through the inverter so it is bypassing the UPS functionality completely and passing utility power straight through to the attached equipment to the UPS to keep it powered rather than turning the output off completely. So, any power blips or power events outside of the bypass voltage thresholds (which you can configure) while the UPS is in bypass could cause the UPS to turn off as long as it stays in bypass.

[BillP]

Thanks for the quick response! I have attached the requested logs.

[BillP]

I will look at these first thing tomorrow

[BillP]

Ok, I took a look. I have a few questions and as of the time you got the logs, it looked like the UPS is back online.

• What is the load attached to the UPS? I see it is around 50% but what is it - servers, network switches, etc? Depending on the type of load, it could cause the sequence of events and be causing an inverter fault that clears.
• I see events in the log that indicate the output is turning off - is this true that your load is turning off when the UPS cycles inverter fault and bypass?
• Also, I see UPS: A graceful shutdown process is being used to shut down the load equipment before the UPS turns off. Initiated from Serial Port 0. - The UPS communication bus refers to devices as serial ports - the serial port 0 could be the actual DB-9 serial port on the UPS or the NMC is considered one. Can you please verify and check if there is anything connected to the actual DB-9 serial port in the rear of the UPS? If it is connected to another device or just dangling, this could be contributing to the problem and is important to check.

Let's start there. Let me know if you have additional questions or need clarification.

[Anonymous user]

Hi Angela,

Yes, CoastTec can service the SURTA models, if they are out of warranty. Let me know if I can help with anything else!

-Tyler

[BillP]

1.The load attached to the UPS is 4 Dell 1950 servers. Those are the only items attached to the UPS. The servers have dual power supplies. one supply is on the UPS the other is plugged into another circuit.

2. Yes this is true. The UPS actually turns off the output. I get an alert from my servers DRAC cards that show a power event on the power supplies that are attached to the UPS.

3. There is nothing on the serial port. All management is performed through the 9630 card. I do not have agents on the servers. The building is on a Generator. The UPS only needs to hold the servers long enough for the Generator to kick in. I do not need nor want the servers to do a graceful shutdown.

I have 7 of these units in my rack room. This is the only one that gives me any trouble.

Thanks for looking into this.

[BillP]

Thanks for the information.

On #3 - my concern would be that someone unknowingly connected a serial port without your knowledge - has it been visually verified? And yes, you shouldn't be connected to the serial port but sometimes people see a cable and connect it assuming it should be there but really is not. Something is telling it to turn off - either a user via the management card (which I DO NOT think is the case since there are no user log in events prior) or something else on the serial bus. Since this UPS only has a SmartSlot and serial port, that is why I am really pestering you about the serial port

Assuming it really does not have anything connected and you've checked it, I do think it needs to be replaced since this is not normal, especially with what you've told me.

[BillP]

Visually checked. There is no one else that would touch the system. I am the only IT guy here!

Do I need to replace the unit instead of repairing it?

Can I order a replacement board or can you provide schematics so I can repair it?  It is a lot of $$$ to replace it out of my budget. I'd rather just repair it if possible. I can do component level repair if I have the schematics.

Thanks for all the help!

[BillP]

Hi again.

These units are only replace, no repair (some regions outside of the US may offer repair but we don't here). So if it's under warranty, we could replace it for you. If you want to give me the first six characters of the UPS serial number (like IS0812XXXXXX), I can tell you the warranty status and how old it is. If you disagree and had a proof of purchase, we can also adjust the purchase date/warranty status.

If its out of warranty, you could trade it in towards credit on a new one via the Trade UPS program (more info here to at least check a price if interested - Recycling Options - recycle)

We don't release our schematics and we only have one authorized service center that does repairs for certain models. I am not sure if they cover these units - I am refering to our partner CoastTec. tyler.s. - do you guys repair SURTA units just as an FYI for us?

[BillP · Accepted solution]

The warranty ran out in April of this year.

CoastTec's website is CoastTec, powered by CBM | APC UPS repair service and maintenance | APC refurbished UPS

And if you want to talk to Tyler, you can tag him here with the @ before his username or via direct message if you create a friend ship. He has also posted his phone number previously @ (410) 521-1000 x135