Smart UPS SU1000RM2U not detected by NMC AP9617?

[rassha_apc]

Hi,

Need help, if anyone know what is all about...

I have Smart UPS SU1000RM2U with Network Management Card AP9617

I'm using it to send  NMC   Info   to my QNAP server to shutdown when battery is on low level.

Everything work well till few days ago, when i noticed that UPS reporting  unusual  estimated remaining time on battery (160 or more HOURS, where real time is about 160 MINUTES).

I  Reboot-ed Management Interface thinking it will solve problem, but after that, i cannot se "UPS" tab within WebGUI.

When login with telnet, there is message:

"A UPS was found that is not supported by this application. Check CD-ROM for the correct application, or visit www.apc.com"

 Strange that everything is worked fine since last reboot???

Here is detailed information i got via telnet login: 

About System:

Model Number : AP9617
Serial Number : NA0741002680
Manufacture Date : 10/08/2007
Hardware Revision : A10
MAC Address : 00 C0 B7 CA EF D1
Flash Type : AMD A29DL322DB

-----------------------------------------------------------------------

Module Information

Description : Smart-UPS & Matrix-UPS APP
-----------------------------------------------------------------------
Name : sumx Type : StatApp
Version : 372 Sector : 16
Date : 02/02/2010 Time : 19:08:16
CRC16 : EFCA

Description : Network Management Card AOS

-----------------------------------------------------------------------
Name : aos Type : APC OS
Version : 373 Sector : 47
Date : 02/02/2010 Time : 17:05:14
CRC16 : B630

-----------------------------------------------------------------------

I tried flashing newest firmware to NMC card AP617 (file "apc_hw02_aos373_sumx372.exe"), with success, but without result i expected (still, NMC Web Interface can't see my UPS, and report estimated time on battery...)

Anyone know answer why I dont see "UPS" card on WebUI?

[rassha_apc]

I edited original post with more info. Can you ask concrete question (what info you expect)

[BillP]

Hi,

Is the serial cable attached to the UPS? If so remove it and restart the UPS. If not reset the UPS. You may also need to reset the NMC. 

To reset

1) Turn off and unplug UPS from wall
2) Press and hold the OFF button again
3) You may see a quick flash of the LED's and you should hear an audible "click" from the UPS.
4) Plug UPS back into the wall and turn UPS back on

[rassha_apc]

Hi Bill. Thank for your effort..

Tried everything in exact order, but without success. 

I also reseted nmc card, but also without success.

I can login via web and telnet, but could not get data from UPS. (ETA time, voltage, etc)

Any other idea?

[BillP]

Hi,

Telnet into the card and check the stats. They should read P+ N+ A+ If they do not try flashing the card again. If they read P+ N+ A+ then then try using a SNMP utility (I use PowerSNMP Free Manager) to see if the UPS and card are talking. Check something like Name: upsAdvInputLineVoltage Oid: 1.3.6.1.4.1.318.1.1.1.3.2.1 to see if the UPS is reporting the data. 

[rassha_apc]

About first part of question. When I login with telnet, I see stats P+ N+ A+

About second part of question, I don't know how to check these settings. I downloaded few SNMP Managers, and I-m currently learning how to read these data. Will report back ASAP

[rassha_apc]

Hi Bill

I experimented with "ActiveXperts Network Monitor Manager" and I came to conclusion that UPS and card not talking.

I tried several OIDs from PowerNet-MIB (1.3.6.1.4.1.318.1.1.1.3.2.1  you suggested, and few others) and I didn't get any results.

Do you have any other suggestion?

In your opinion, will I get data if connect via serial cable? (Currently I don't have computer with serial port, so I must buy usb2 serial adapter)

[rassha_apc]

UPDATE:

Tried with terminal connection via serial cable (without NMC AP9617). Powerchute won't recognize it.

I got some strange readings. For example, when  I enter corresponding code in terminal, I got following ressults:

^A         Model: Smart-UPS 6 RM XL

m          UPS Manufacture Date: ÿÿÿÿÿÿÿÿÿÿ

z           Batteries Repalced date: ÿÿÿÿÿÿÿÿ

c           UPS ID: ÿÿÿÿÿÿÿÿ

n           Serial Number: ÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿÿ

Furhther more, with apcfix.exe, got these results for Smart constants:

(4 5 6 0) FF FF FF 0B

Is this some kind of hardware failure?

[BillP]

Hi,

In order to use the UPS-Link language to communicate with the UPS, the character uppercase "Y" must be sent to the UPS when the UPS is turned on. The UPS will respond with the characters "SM". Did you enter Y before entering the other characters? If you did and you received the responses posted then the UPS communications is messed up and the unit should be replaced. 

[Brad_C]

On 23/6/2017 5:18 PM, Nenad said:

Is this some kind of hardware failure?

Sounds like the eeprom in the UPS has lost its mind and it doesn't know what it is anymore. Unless you are *really, really* attached to it you should probably be looking for a replacement.

[Anonymous user]

Do you have a picture of the model number from the white sticker of the unit?

[rassha_apc]

Probably that's what I'm going to do. To bad that I changed batteries few months ago...

Here are pictures from white sticker with serial number

[Brad_C · Accepted solution]

On 25/6/2017 12:08 AM, Nenad said:

Probably that's what I'm going to do. To bad that I changed batteries few months ago...

Pick up a replacement on E-bay or something and put the new batteries in that. SU series UPS are pretty common these days and pretty cheap secondhand with dead batteries. Still great and reliable units, except when they lose their minds. Doesn't seem to happen often, but your's is the third I've heard of (mine being the first).

You *could* try and re-set all the variables but you'd need a reliable AC RMS volt meter and a good power meter to re-calibrate it (if it is salvageable).