Smart-UPS X 1500 - Randomly Shuts Down

PY__apc · ‎2021-07-07

This was originally posted on APC forums on 8/14/2015

I have (8) Smart-UPS X 1500's around our plant. They are all configured the same way and all have the same software version.

One of my UPS's is just shutting down on it's own without warning. I have to walk over to it and press the power button for it to come back up. The one sitting next to it plugged into the same circuit has no issues. Does anyone have any suggestions as to why or how i shoud go about troubleshooting this problem?

Here is a snippet from the logs. As you can see i logged out of it yesterday. Today, it just turns off.

08/14/2015 07:40:45 UPS: The output power is turned off.
08/14/2015 07:40:44 UPS: The power for switched outlet group 3, Outlet Group 3, is now turned off.
08/14/2015 07:40:44 UPS: The power for switched outlet group 2, Outlet Group 2, is now turned off.
08/14/2015 07:40:44 UPS: The power for switched outlet group 1, Outlet Group 1, is now turned off.
08/13/2015 08:58:50 System: Web user '****' logged out from ***.***.***.***.

PY__apc · ‎2021-07-07

This was originally posted on APC forums on 9/11/2015

So far, i have not had any further issues with my UPS ever since we upgraded the firware on it. All other UPS's are still on the old version and they are staying up as well. It was only one problem UPS that seems to be resolved with the new firmware.

See Answer In Context

BillP · ‎2021-07-07

This reply was originally posted by Angela on APC forums on 8/14/2015

What do you see in the Logs->UPS menu? These logs here on this page are directly from the UPS and we can compare it to what is in the network management card log (which is the snippet you shared).

Ideally, it'd be helpful to see the full event.txt and data.txt log, if possible and you can remove any sensitive info. I just would be looking for any faults or issues that happened days or weeks prior that now is causing this problem to happen. The .tar file under About->Support would suffice too.

PY__apc · ‎2021-07-07

This was originally posted on APC forums on 8/14/2015

If i understand your question correctly: I do not have a UPS menu under the Logs menu.

The only log information i can find is under Logs>Events>Log
08/14/2015 07:40:45 UPS: The output power is turned off.
08/14/2015 07:40:44 UPS: The power for switched outlet group 3, Outlet Group 3, is now turned off.
08/14/2015 07:40:44 UPS: The power for switched outlet group 2, Outlet Group 2, is now turned off.
08/14/2015 07:40:44 UPS: The power for switched outlet group 1, Outlet Group 1, is now turned off.
08/13/2015 08:58:50 System: Web user '****' logged out from ***.***.***.***.

How do i extract the full event.txt and data.txt?

I have no extract option under About>Support. Perhaps its due to my firmware version.

Model: Smart-UPS X 1500
Serial Number: AS1113113136
Firmware Revision: UPS 03.8 / COM 03.8 / UBL 05.0 / CBL 02.1
Manufacture Date: 03/26/2011
Apparent Power Rating: 1440 VA
Real Power Rating: 1200 W

BillP · ‎2021-07-07

This reply was originally posted by Angela on APC forums on 8/14/2015

Hmm, OK. I have literally that same UPS at my desk and you should have both things you're missing.

Let's start here - what version of Network Management Card firmware do you have - is the interface green and white or blue and white? (v5 or v6?) I assumed v6 but it sounds like it may be v5 (blue and white). What you shared so far is your UPS firmware version numbers/info.

Assuming its v5, then you can look here (http://www.schneider-electric.us/support/index?page=content&country=US〈=en&locale=en_US&id=FA156131 ) for extracting the full event.txt and data.txt. If you cannot do that worst case, launch the logs in a new window and PDF them or something so I can make sure there are no time/day filters on the logs. The Logs->UPS menu I mentioned won't be there and the logs stored on the UPS EEPROM it shows would only be available on the UPS LCD screen I think. v6 firmware for the management card gives us the ability to view those logs remotely which is what I was asking for to compare it to what the management card is seeing/hearing from your UPS.

I am not forcing you to upgrade either but if you're interested, let me know. v5 and v6 are very different but v6 has a lot more bells and whistles like easier export log ability direct from the web page, multiple user log in, etc. I think testdrive.apc.com has a v6 firmware management card on it if you have never seen it before or don't have any in your environment.

Let me know if you have any questions.

PY__apc · ‎2021-07-07

This was originally posted on APC forums on 8/14/2015

Thanks for sticking with me on this. Are you asking me what color do i see on the web page? See attached

BillP · ‎2021-07-07

This reply was originally posted by Angela on APC forums on 8/14/2015

Hi Michael,

You're welcme, and yes that was my question. The original instructions I gave you assumed you had a newer firmware. In our newer versions, the interface has changed colors and the way it is navigated.

Can you get the full logs using FTP method as explained previously in that knowledge base FAQ link? That is preferred but worst case, you can go to Logs -> Event Log and Logs ->Data Log and press Launch Log in New Window and then PDF the output for review.

PY__apc · ‎2021-07-07

This was originally posted on APC forums on 8/17/2015

The FTP method worked. Here are the extracts of the data and event text files. I can drop in the config as well if needed.

BillP · ‎2021-07-07

This reply was originally posted by Angela on APC forums on 8/17/2015

Thanks Michael. The log is fairly short and I do not see any faults or anything, just that the UPS keeps turning off. I tend to think there is a problem with the UPS but just want to be sure.

Are you opposed to upgrading the Network Management Card firmware to see if it gives us better debugging/log information and access to see the UPS faults through the web page? Like I said before, the interface is radically different and I am not sure if you've used it before so I don't want to give you more of a headache to upgrade it if you haven't seen it before and don't feel like learning it. It is pretty easy to pick up being familiar with this older interface.

Alternatively, can you go physically to the UPS and make sure the UPS is in advanced mode and see if it can tell you the last 10 UPS faults in the logs menu on the UPS LCD? If you upgrade the Management Card firmware, we don't have to go physically to the UPS.

If you're interested in upgrading, you can follow these instructions, http://www.schneider-electric.us/support/index?page=content&country=US〈=en&locale=en_US&id=FA156047 and then look for part number SFSUMX621 available @ http://www.apc.com/tools/download/index.cfm and by using the Filter by Software/Firmware drop down list to select Firmware Upgrades - UPS Network Management Card.

Let me know if you have any questions.

PY__apc · ‎2021-07-07

This was originally posted on APC forums on 8/18/2015

I have upgraded the firmware. I am waiting to see if it does it again then ill extract the logs to pull the moste recent event data. Who knows, maybe the updated firmware will fix the issue.

Thanks again for the help so far Angela. Ill post an update if/when it does it again.

BillP · ‎2021-07-07

This reply was originally posted by Angela on APC forums on 8/18/2015

Ok, thanks for the update. I don't think this firmware update will help since you updated the Network Management Card firmware and not the UPS firmware itself. Your UPS is already at the latest version for that model though.

troyb_apc · ‎2021-07-07

This was originally posted on APC forums on 9/11/2015

Has there been any resolution to this? I have had the exact same problem. The connected server lost power.

Network Management Card AOS v6.1.1
UPS Firmware Version: UPS 09.1 (ID20)

Below are the relevant bits of my log. I removed some duplicate mesages about e-mail errors, but otherwise all other events before and after the event are shown with none skipped.

09/11/2015 14:28:32 admin Web user 'admn' logged in from 192.168.50.31. 0x0015
09/10/2015 05:59:50 System Email: Could not mail '192.168.50.30'. 0x001A
09/10/2015 05:59:49 Device UPS: passed via internal operation a self-test. 0x0105
09/10/2015 05:59:39 System Email: Could not mail '192.168.50.30'. 0x001A
09/10/2015 05:59:39 Device UPS: Started a self-test. 0x0137
09/10/2015 05:59:38 System Email: Could not mail '192.168.50.30'. 0x001A
09/10/2015 05:59:25 Device UPS: The output power is now turned on. 0x0113
09/10/2015 05:59:25 Device UPS: The power for switched outlet group 3, Outlet Group 3, is now turned on. 0x0134
09/10/2015 05:59:25 Device UPS: The power for switched outlet group 2, Outlet Group 2, is now turned on. 0x0134
09/10/2015 05:59:25 Device UPS: The power for switched outlet group 1, Outlet Group 1, is now turned on. 0x0134
09/10/2015 05:59:24 Device UPS: Switched outlet group 3, Outlet Group 3, has been commanded to turn on, sequenced. 0x0174
09/10/2015 05:59:24 Device UPS: Switched outlet group 2, Outlet Group 2, has been commanded to turn on, sequenced. 0x0174
09/10/2015 05:59:24 Device UPS: Switched outlet group 1, Outlet Group 1, has been commanded to turn on, sequenced. 0x0174
09/10/2015 05:58:38 System Email: Could not mail '192.168.50.30'. 0x001A
09/10/2015 05:58:25 Device UPS: The output power is turned off. 0x0114
09/10/2015 05:58:24 Device UPS: The power for switched outlet group 3, Outlet Group 3, is now turned off. 0x0135
09/10/2015 05:58:24 Device UPS: The power for switched outlet group 2, Outlet Group 2, is now turned off. 0x0135
09/10/2015 05:58:24 Device UPS: The power for switched outlet group 1, Outlet Group 1, is now turned off. 0x0135
09/09/2015 02:43:28 System Email: Could not mail '192.168.50.30'. 0x001A

PY__apc · ‎2021-07-07

This was originally posted on APC forums on 9/11/2015

So far, i have not had any further issues with my UPS ever since we upgraded the firware on it. All other UPS's are still on the old version and they are staying up as well. It was only one problem UPS that seems to be resolved with the new firmware.