Smart UPS SMT750I - failed firmware upgrade

[Anonymous user]

Hi all

Would appreciate any assistance - I have an SMT750I 230v model manufactured in 2010. It is fitted with an AP9630 NMC card.

I successfully updated the AP9630 to v6.2.1. I then attempted to update the UPS, via the NMC using file SMT17UPS_07-1_Le.enc (UPS hardware ID showed as 17). After a while the NMC log showed it had lost communication with the UPS without reporting the state of the firmware update. The UPS front panel showed 'Firmware update in progress...'. Documentation says this should complete within 10 minutes. After nearly 30 minutes I gave up on it, disconnected power and battery.

On reapplying power the UPS just gives a loud continuous tone, also makes a similar (continuous) noise to that which it briefly gives when doing a self test.

I then tried the firmware update wizard 4.1 via serial cable - this runs, identifies the correct firmware image file (as above) to apply and looks to be uploading the file OK, reaches 95% then fails reporting firmware might be missing and to try again.

Have tried several times without success - is there a way to salvage the UPS?

[voidstar_apc]

I would contact APC tech support. In my experience, this condition isn't recoverable.

[BillP]

Hi Alan,

Not sure of specifically what happened but maybe this would help: http://forums.apc.com/spaces/5/smart-ups-symmetra-lx-rm/forums/general/72/smart-ups-3000va-lcd-rm-2u... 

[Anonymous user]

Hi Angela (& Voidstar)

Thanks for the responses, had brief look through the other thread you suggested, will see if any of those suggestions help (don't appear to have worked for the other guy, either that or he got it working and never came back!).

Thanks for the help so far.

[Anonymous user]

Looks like there's hope - can see the 'CCCCCC' response in a Putty session...

[Anonymous user]

Hi Angela

Am able to start the Xmodem file transfer but it stops at 161 or 162 packets sent. Initially used a version of Putty with file transfer ability and then found an executable for Windows Hyperterminal - both give the same result. I can't think what else I can try, any suggestions?

Thanks for your help.

[BillP]

Hi Alan,

Sorry, we were on holiday here in the US. I am not sure what the cause would be on why it keeps stopping. You could try re-downloading the firmware file? And you said you verify the ID was 17 so you're sure you got the correct file? As far as I can tell, the SMT17UPS_07-1_Le.enc was accurate if you pushed that.

I've never done the process listed here that you tried from the other post so I can't say I've not really run into this issue.

My only other suggestion would be to try contacting your local tech support office and see if they have any other tricks up their sleeves to recover the unit. You can refer to this post and see if they can ask their escalation group for feedback.

[Anonymous user]

Hi Angela

Yes, I realised you were on holiday! I have tried the update from different laptops with the file downloaded separately on both an it always stops at 161 or 162 packets sent.

I did wonder if I would get a different result with an older firmware file (don't have a record of the exact version that was on it but I think it was 5) - but am unable to find anything other than the most recent one - would you be able to send me an earlier version?

When starting the xmodem upload the green online LED flashes, once it stops at 161/162 packets the amber on battery LED is lit and the two red LEDs flash together. I have tried leaving it at this stage as long as I can stand (due to the constant loud alarm tone!) - half an hour plus, in case it decides to continue the xmodem session but no luck there.

Thanks for your continued help. 

[Anonymous user]

Hi Angela

Thanks for the file - no luck though, that one stops at 96 packets sent, tried it a few times, the behaviour of the LEDs seems to be the same for both files, green LED flashing until the the upload stalls, red wiring fault LED comes on briefly, then changes to amber LED on constant and the two red LEDs flashing together.

Maybe it's loading the initial part of the file and then failing to bootstrap off it to continue - would be nice to know what the LEDs mean!

As you suggested, I'll try talking to the local UK support guys, see if they have any suggestions - I don't think their address is too far from me, maybe I can take it to them.

Thanks for all your assistance, I might need a new UPS:(

[Anonymous user]

Hi

Did you fix that PSU? I own same model and it looks like bricked, nothing except LCD backlight present. No USB communication etc - does your PC find that UPS when you plug the USB cable? Mine does not! Service from APC would be $$$ so I would like to fix that brick on my own. Maybe it is a firmware fault, like you have. But your LCD is fine, text present on the display?

[BillP]

Hi Alan

I know it's no consolation to you, but I just did the same thing to my less-than-three year old SMT3000/AP9630 system.  If I find a way to restore mine, I'll let you know and I will be watching this thread in case you can get yours working again.

I am pretty sure that APC did not engineer in any firmware recovery mechanisms that even the most rudimentary system boards have and, as a result, I've created a very expensive and heavy boat anchor for myself.

Best of luck!

Joe 

[Anonymous user]

Hi, I'm afraid to report I was unable to recover the UPS - it's since been replaced. I spoke to APC support, they confirmed the unit was unrecoverable.

Your best bet is the Xmodem recovery method but if that stops like mine did I doubt you'll get much further.

LCD display was blank, there was activity with the four LEDs during the Xmodem upload attempt.

[BillP]

Hi Alan and thanks for the status update.  I am not familiar with the Xmodem recovery method and I would appreciate you pointing me in the right direction.  My computers no longer have serial ports so I may invest in a USB serial port just to give this one last try.

Please let me know and thanks in advance!

[Anonymous user]

It seems I am in a very similar situation with an SMT3000i that I recently purchased second hand.

My first job was to ensure that all the firmware was up to date. I successfully updated the AP9630 NMC from (IIRC) V5.1.3 to V6.4.6 over the network then set about updating the UPS - again, over the network. I located a copy of SMT17UPS_07-1_Le.enc and tried to load it via the web interface of the NMC. The UPS was powered up but with the outputs off and no battery installed. All seemed to go fine until I got, IIRC, an error message something like "Packet Error". I tried again but immediately the UPS alarm started and there was a loud click and a hum as though the UPS was working hard. Further attempts led to the message "No UPS detected" I disconnected the supply and went hunting on the internet.

After discovering this and other threads I then purchased a DB9 to RJ45 serial cable and tried to update the UPS using the Firmware Update Wizard V4.1.1. This seemed to go okay until about 90% of file 2 when it stopped with an error.

I then tried talking to the UPS with HyperTerminal at 9600-8-N-1 and got the response:

APC(R) 2009 Download Manager

Version 07.20

4.5G Smart-UPS Tower

Then came a series of C's. I started an Xmodem transfer and this proceeded to packet 162 when it just hung. I left it for 15 minutes (with the alarm still bleating and loud humming) and then gave up and cancelled the transfer. HyperTerminal was still showing a rotating bar as though something was still happening. I powered off and on and tried again but had exactly the same outcome.

My inclination is that the UPS is actively doing something leading to the loud hum and that somehow this is disturbing the firmware upgrade. If I can disable this somehow then I might stand a better chance with the upgrade.

[voidstar_apc]

On 6/6/2017 10:12 AM, John said:

My inclination is that the UPS is actively doing something leading to the loud hum and that somehow this is disturbing the firmware upgrade. If I can disable this somehow then I might stand a better chance with the upgrade.

The upgrade stops partway through because there are two processors: the first upgrades fine, the second is bricked.

[Anonymous user · Accepted solution]

Hi all
Is anybody who found solution after fail upgrade firmeware by NMC tab.... I select firmware to my APC Smart UPS SMT750i file name: SMT18UPS_09-4.enc and try write it by interface web NMC by selecy firmware update. Then window still show uploading firmware. After about 20min i close web browser and then again login and NMC show lost communication with UPS....

Is any chance to recovery this UPS ?

[abrarahmad000]

Facing exactly same issue. UPS (SMT750i) gives blank LCD with a continuous beep. Cause of this problem is Unexpected Power Loss wile upgrading firmware.

Firmware Upgrade Wizard Stops at 12% while sending part 2 of file 1.

Hyperterminal/TeraTerminal 9600 BAUD Also stucks at 162 Packets/12%.

I also tried directly connecting to console at 2400 Baud via TTL port pins (J106 Jack) on the Board near EMMC (Like we used to do for setting constants). Its giving no response, but when transfer stucks at 162 packets, it shows YYYYYY..... in terminal. I tried sending file from there too, but it failed too at 0% (probably bcoz CPU was not requesting for file)

Anyone found solution for it?