Smart-UPS SRT10000 not recognizing battery packs

[Techguy654]

I have a Smart-UPS SRT10000 (SRT10KRMXLT) that has SRT192RMBP2 battery packs connected to it.

However, the battery packs aren't recognized on the NMC. It only shows Internal Pack on the Status of the Battery. I checked UPS under Configuration, but there's no fields to increment the number as suggested here: Adding External Batteries to an SU, SUM, SURT, SURTA, SURTD or SUA series Smart-UPS XL - APC USA

I tried to follow the instructions from How can I adjust the number of battery packs on a Smart-UPS XL? - APC USA, but they are outdated. I tried to use Putty for the HyperTerminal instructions, but Shift-Y doesn't do anything.

Other details:

UPS firmware: UPS 16.0 (ID1045)

NMC 3:

Application Module:

Name: su

Version: v2.0.0.5

APC OS:

Name: aos

Version: v2.0.0.6

APC Boot Monitor:
Name: boot

Version: v1.4.0.2

[Teken]

Are both the main unit and extended battery pack new?!? If not have the two systems ever operated correctly before?

[Techguy654]

They are both new.

[Teken]

I would suggest you contact APC Technical Support to create service request.

While doing so complete the following steps and report back what you see and observe.

Disconnect the extended battery packs from the main system. Disconnect all the battery cartridges from the unit.

Wait to see if the main system declares any active faults / errors. If no active faults / errors are seen proceed to connect just one extended battery pack without the two battery cartridges connected.

Report back what the main system indicates on the LCD Menu. 

[Techguy654]

I've disconnected the extended battery packs from the main system and disconnected all the battery cartridges.

The main system didn't declare any active faults/errors.

I've connected one extended battery pack without two battery cartridges connected. From checking the Battery status on the LCD Menu, it only shows the count for the Internal RBCs. Battery Pack and External RBCs show as 0.

It's as if the battery packs don't exist when connected to the main unit.

I'll contact APC Technical Support.

[Teken]

Please do let me know what the final outcome is. Also, please note there is a APC FAQ about the latest SRT Firmware and to (NOT) upgrade to that specific version because it will brick the entire system! ☝️

I call this out because there is a patch for the extended battery packs that may resolve the issue you’re seeing now.

If these are brand new units it really doesn’t matter because they are going to replace the entire system under warranty.

Lastly, they may ask you to disconnect the main battery from the system. Do so now to see if the system declares a battery fault in about 30-60 seconds.

If it doesn’t there is a serious issue with the main unit. ☹️

[Techguy654 · Accepted solution]

The issue has been resolved.

The battery comm cable wasn't connected to the main unit. After connecting it, the battery packs were recognized by the NMC.

I wasn't familiar with the APC UPS system since we had our vendor installed and assumed everything was working until a recent power outage revealed it wasn't. I had assumed the power connector provided communication as well, but apparently not.

Now I'm off to get another battery comm cable since we have another UPS system that the vendor never gave us the cable to.

[Teken]

Appreciate the follow up and the root cause. I would not have guessed it was the COM cable as that was just a given it was present and connected! 🤦‍♂️

As it relates to your vendor - Fire Them! 👎