Smart-UPS X 3000 Firmware update failure via NMC web upgrade

[msadmin11]

Hi all,

I have a Smart-UPS X 3000 SKU SMX3000RMHV2U Firmware Rev 07.4 (ID1003) and after doing the firmware update via the NMS 3 web interface I'm suffering the dreaded bootloop. Firmware update was the correct FW SMX1003UPS_15-0.enc. Have tried all sorts to get this to re-flash but not having much joy. Can Telnet and FTP over to the NMC and UPS via serial, can dump the SMX1003UPS_15-0.enc into the tmp dir, but when trying to run the upsfwupdate -install -file /tmp/SMX1003UPS_15-0.enc CLI the response is E101 Command not found. Looking at some previous posts, I found out that some devices don't have the upsfwupdate option on them, it looks like mine is one of those devices. The FW Configuration Utility is of no use, as the time it takes to launch it and agree the terms and conditions as well as choosing the port, the UPS is already starting to reboot. Does anyone have any idea of what .exe or other CLI command I could dump onto the tmp dir in order to get the FW upgrade to initiate, or does anyone has any other ideas of how I can recover this box. The firmware upgrade via the web interface must have failed prior to fully installing the latest firmware as the error on the front screen is "firmware update in progress".  

[Teken]

I would suggest you try the same using the supplied serial cable connect directly to the UPS and using the wizard instead. Also, even if your UPS allows the output to be left on (enabled) turn it off when you attempt to load the firmware.

The NMC should be removed if you use the direct serial connection to the UPS.

Lastly, there is a APC FAQ that relates to the SRT UPS models which says to use the LCD Menu to force the UPS to continue the firmware upgrade process. I call this out because on a couple of SMX units the options and steps were not (obviously there) but pressing the menu to I believe about / firmware caused the process to complete. 🤦‍♂️

Regardless, I would contact APC Support first. Next find the serial cable and download the previous, same, and newer firmware so it’s available.

Remove the NMC . . . Turn off the load (given it’s bricked) just disconnect the loads as it’s too late now. 🙁 Give it another try and report back the outcome. You may also want to ask (APC Support) how to use the USB port to update the firmware through the NMC. 

Good luck 🤞