Smart-UPS SRT 10000 - An internal UPS communication fault exists.

[Sveinung]

Hi,

I'm having issues with a fairly new Smart-UPS SRT 10000.

This is from the event log:

Number	Date & Time	Event Code	Event
1	12/22/2023 23:26:11.412	154	Interprocessor Communications Fault

I attempted to firmware update the NMC, and now I also have a firmware mismatch fault.

I also attempted to update the UPS firmware, but that required an Activation code that I currently do not have access to. (Which I am working on retrieveing.) 

When I attempt to shutdown or reboot, it refuses to do anything, all it puts out it the events is:

12/23/2023	20:27:56	UPS: Switched outlet group 3, Outlet Group 3, has been commanded to shutdown, sequenced.
12/23/2023	20:27:56	UPS: Switched outlet group 2, Outlet Group 2, has been commanded to shutdown, sequenced.
12/23/2023	20:27:56	UPS: Switched outlet group 1, Outlet Group 1, has been commanded to shutdown, sequenced.
12/23/2023	20:27:56	UPS: Main outlet group, Unswitched Group, has been commanded to shutdown, sequenced.

I attempted to use the physical button on the UPS as well, but doesn't react to anything. I have not unplugged it from the power, as that might not be an easy process.

Anyone here had similar issues that potentially could help me resolve my issues?

[Teken]

Based on your posting its unclear (IF) the 154 event code appeared one day or was declared by the UPS after you attempted to upgrade the UPS / NMC firmware. Regardless, the most direct approach is to contact APC Technical Support and see if they can walk you through recovering both the NMC & UPS.

If not the unit will need to be sent in for repairs . . .

As it relates to the firmware mismatch its because you downloaded and installed the wrong one. You can ask support to relay the correct download link for your Smart-UPS UPS or do it yourself by choosing the *Smart* version vs the others. Regarding the UPS firmware requiring an activation code I've never heard of that unless you're talking about the subscription model firmware APC has decided to roll out or if you have some other service tied to APC like Data Center Expert etc. It is highly recommended that anytime the UPS firmware is upgraded that the user contact APC Technical Suppport over the phone to insure all critical steps and actions are followed.

Failure to do so can and will brick the UPS which you see now . . .

Regardless, relating to the (NMC) you don't need to use this version (SNS) for the 9640 / 9641 / 9643 NMC which APC calls Secure NMC System and only the standard one with firmware v2.5.0.6.

Rock On . . .