Smart-UPS SRT 10000 "An inverter fault exists"

[Hunda67]

Hi,

We have several Smart-UPS SRT 10000 (model: SRT 10KRMXLI). They are 5 years old and had new battery packs fitted 6 months ago. Two of them came up with an the following error: "An inverter fault exists". First one was 6 months ago and we replaced the entire UPS. Second one happened one month ago. When the mains power failed the UPS came back up bit did not turn the outlets back on. We went to site and cleared all faults, turned the outlets back on using front panel controls and it came back to life with no errors. We run several self tests and all passed. We simulated several power failures and all was good. 5 days ago it reported theat "an inverter fault exists" again. The fault can not be cleared remotely. Last night there was a power failure and again once power was restored a few minutes later the site has not come back up - I'm assuming same as before but can't be sure until we get out there (site is difficult to reach).

Several questions:

1. Can parts be bought for these UPS's - can we replace the inverter PCB? If so where can we get spare parts.

2. Can a new UPS be bought without the batteries? It seems a waste not to re-use the 6 month old batteries.

3. Is there any way in which this UPS can be set to run in bypass mode and turn on outlets on (even if an inverter fault exists) after a power outage?

4. Is this a common fault with these UPS's? Will updating the firmware help?

At the moment these UPS's are causing issues (turning of the equipment) more than they are preventing issues.

Any help appreciated.

Thanks.

[JonPro]

Hi @Hunda67 

First, let me apologize for the inconvenience this has caused.   Please see my responses below.

1. The only user-replaceable part on the UPS is the battery.  Its internal components cannot be replaced.

2. As far as I know, the UPS cannot be purchased without a battery.

3. It would depend on the fault, since it is a logical bypass the UPS bain needs to be ON in order to command the UPS into bypass.

4. Kindly retrieve the 3-digit event code via the LCD display to determine what is the sub-system fault that it has encountered.  You may also download the NMC log files so that we can check that it reports.

Video: How can I download Event, Data, Configuration, and Debug files from my Network Management Car... 

[Hunda67]

Hi. Thanks for the reply. It's a shame about not being able to buy parts or a unit without batteries.

I did not get the 3 digit event code from the LCD display, but I assume it is the same code as in the event logs which was 0x0165. As I say it has happened twice. Both times power down and then clearing the fault from the front panel solved the problem (until it happens again). I have attached the event log in case it helps further. The first time the problem occurred was 03/12/22 at 20:51hrs and then again on 23/12/22 at 17:17hrs.

[JonPro]

The 0x0165 is the event code used by the network card itself to identify the NMC event and there is a different code for the UPS itself which would tell us exactly what caused the Internal Hardware Failure.

Depending on the fault encountered, we could end up on clearing the fault or replacing the UPS.

[Hunda67]

Aha I did not realise that. I'm guessing that the code for the UPS itself would have been displayed only on the LCD panel and now that the fault is cleared will no longer be visible? Is there any other place it would have been recorded or should I wait until the issue returns?

[JonPro]

You may download the network management card debug file by following the FAQ article below or viewing the UPS event log via the LCD.

Video: How can I download Event, Data, Configuration, and Debug files from my Network Management Car... 

[Hunda67]

Thanks. I can't visit the site until next week to view the LCD (remote location). However, I followed the FAQ article and have downloaded the attached files including debug.txt. Not sure what I should be looking for in these.

[JonPro]

Hi @Hunda67 

Unfortunately, the mlEvent file that would show the event code is not available and this is where I will be able to see the event code.  I also see that the UPS firmware is UPS 04.4 (ID1014) and the latest one for your UPS is UPS15.0.

There is no guarantee that the firmware upgrade would resolve the issue but I would put in here the FAQ article on how to update it.

I would also recommend that you reach out to our Local Technical Support Team to raise the issue to our UPS Team to interpret the files that you have provided.

How do I update the firmware of my CSH, SCL, SMC, SMT, SMTL, SMX, SRT, SRTL, XP and XU series Smart-... 

[Hunda67]

Hi, OK and thanks for your help. I will try upgrading the firmware and also raise the issue to Local Technical Support and see what happens. Thanks for all the ideas and links. I'll post back here with the outcome from Local Technical Support.

[Hunda67]

Hi,

I upgraded the firmware to the latest version and also contacted Technical Support. They got me to "Brain dead" the unit (see here https://www.apc.com/uk/en/faqs/FA156611/). It has now been 3 weeks and the fault has not returned but I'm continuing to monitor it as the last time the fault appeared 3 weeks apart.