Smart-UPS RT 5000 XL: Unknown

BillP · ‎2021-06-30

Hi.I just recently purchased a new Smart-UPS RT 5000 XL and in the past week I got an error message:
1 Critical Alarm Present
Local Management-To-UPS Communication Lost

Can anyone help me?

Cap1_apc · ‎2021-06-30

Well, yes, that might be a step.

However, this could be caused by an improperly seated network card. Perhaps a pin is misaligned on the communication backplane. With this unit, you can pull the card without bringing down your load....you just need to flip into bypass on the back of the unit (don't forget to flip back out after!).

I would reseat the card first, see if that helps, then go down the road of resetting the UPS. You would want to do a "braindead" procedure on the UPS:

1. Turn off UPS and remove load
2. Remove input voltage (either remove plug in wall or open input circuit breaker)
3. Press and hold the off button until the unit clicks and flashes front LEDs (usually after 2 seconds of holding off)
4. Plug everything back in, turn on UPS.

See Answer In Context

BillP · ‎2021-06-30

Hello again,
Unfortunately, problem not solved yet. At this moment I have 12 Smart-UPS RT 5000 XL and all of them time to time have the same problem - APC Network Management Card goes down.
Maybe somebody know how to solve this problem? (new firmware, etc)

BillP · ‎2021-06-30

If you're still running the firmware from the previous screenshot you posted, yes, there is a newer version... Though I'm not sure it will fix your problem, it's worth a shot. You can find the latest version (currently 3.7.2) here under Firmware Upgrades > Network Management Card - just make sure you get the correct version for your card (AP9617/8/9 vs AP9630/1).

Techie_apc · ‎2021-06-30

I am not sure if this [K-base|http://nam-en.apc.com/cgi-bin/nam_en.cfg/php/enduser/std_adp.php?p_faqid=770]..helps.

Cap1_apc · ‎2021-06-30

Hi,

Can you click on the Administration tab, General Sub-button, and then About and let us know what the card has for Application Module and APC OS info? This is the firmware, which could be the issue.

Has this been doing this from day one?

BillP · ‎2021-06-30

1. Screenshot above.
2. No.From day one this has worked correctly.

Probably, I should restart UPS, but I can't because this UPS supported highly critical servers,which must be work without any stops.

Message was edited by: email

Message was edited by: email

Cap1_apc · ‎2021-06-30

Well, yes, that might be a step.

However, this could be caused by an improperly seated network card. Perhaps a pin is misaligned on the communication backplane. With this unit, you can pull the card without bringing down your load....you just need to flip into bypass on the back of the unit (don't forget to flip back out after!).

I would reseat the card first, see if that helps, then go down the road of resetting the UPS. You would want to do a "braindead" procedure on the UPS:

1. Turn off UPS and remove load
2. Remove input voltage (either remove plug in wall or open input circuit breaker)
3. Press and hold the off button until the unit clicks and flashes front LEDs (usually after 2 seconds of holding off)
4. Plug everything back in, turn on UPS.