Stuck at "Firmware update in progress" on a SMT3000RMI2U

[drasche]

Hey community

some days ago I ran into a situation where I tried to update my SMT3000RMI2U with the latest firmware. It was running on a very old version. Version I tried to flash was "SMT18UPS_09-8.enc". the UPS reported itself as (ID18), so I assume that is the correct firmware  The unit is equipped with a NMC2 AP9630, so I used the WebInterface to update to the disired firmware. NMC by the way is already on the latest release v7.0.8 

The firmware update started as supposed to but never finished 

 After aprox. 2 hours in the status "Firmware upgrade in progress..." I switched of the UPS completey (maybe shouldn´t have done this...), but it wasn´t working anyways.

Now it is dead 

 NMC states "No UPS found" and all tests to start some kind of "recovery flash" didn´t work. I tried the Firmware Update utility, I tried the serial cable through the NMC and also tried the serial connection that is directy wired on the mainboard of the UPS itself.

Is there maybe any other method to flash the firmware of the UPS? The NMC is working without problems, but it seems that the UPS itself has completely lost its firmware and wont start anymore.

Cheers

Dirk

[JonPro]

Hi @drasche 

Thank you for reaching out to the SE Community, my name is Jon and I will assist you with this query.  I'm sorry to hear about the issue that you are having.  I just wanted to confirm that the UPS is on UPS ID18 prior to the upgrade.

There's a high chance that the UPS was bricked but suggest that you brain dead the UPS and then use the UPS Firmware Upgrade Wizard v4.3.1.  I have provided the FAQ articles below for your perusal.

• How to perform a cold start and brain dead on Smart-UPS 
• How do I update the firmware of my CSH, SCL, SMC, SMT, SMTL, SMX, SRT, SRTL, XP, and XU series Smart... 
• How do I update the firmware of my CSH, SCL, SMC, SMT, SMTL, SMX, SRT, SRTL, XP and XU series Smart-... 

Do let us know how it goes.

[drasche]

Hi JonPro,

thanks for coming back to me on this topic.

From the NMC2 I confirmed twice that the UPS has ID18. If I remember correctly the firmware prior to my update attempt  was something like UPS.04.x Unfortunately I didn´t take a note...

I went through all the links that you provided in you post. The results are:

1. Coldstart / Brain Dead (I like the term, reminds me of a funny movie :-))

Went thru the procedure but nothing happens, For the ColdStart I disconnected mains and pressed the ON-button for at least 30 sec. The UPS turns on, all 4 LEDs lit up, but the LCD does not show anything

Brain Dead also did not resolve the problem. Unplugged mains and disconnected the batteries, heard the click. Plugged everything back in and turned on the UPS. Same picture as after ColdStart

2. Update via NMC2 is what I did in the first place. Now I am not able to, because the NMC2 cannot "see" any UPS, so the "Firmware Update" dialog is not showing

3. Tried Update via serial connection to the NMC2 using the Firmware Update Wizard v4.3.1. No UPS found. Even tried the Wizard with a serial connection to the UPS itself (bottom left corner at the back of the UPS) just to give it a shot. No way 😞

I then found out, that the NMC2 possibly provides a "upsfwupdate" utility, but unfortunately this is not available on my NMC. Is this dependant on the NMC application? I am using the "sumx" app.

I am running out of ideas 😞 I was hoping there is something like a "xmodem" recovery flash as there is for the NMC, but obviously there is none.

Do you possibly have another idea or is it really dead?

Cheers

Dirk

[JonPro]

Hi @drasche 

The upsfwupdate is a command that you can use if you are inside the command line interface of the NMC.  You can connect to the CLI through TelNet/SSH or Serial and then use the command.  I have included the parameters below:

upsfwupdate 

Usage: upsfwupdate -- Initiate UPS Firmware Update
upsfwupdate <-install <-file filepath | -ver versionspec> [-progress bar] |
                         -list (list available FW versions)
                         -status [-progress bar] |
                         -lastresult |
                         -info <-file filepath | -ver versionspec>>

-- Examples:
-- Get information about version 1.8:
-- apc> upsfwupdate -info -ver "ID18UPS 1.8"
-- Install an update from the USB drive:
-- apc> upsfwupdate -install -file "C:\upsfw\SMT18UPS_09-1.enc"
-- Note: File paths refer to drives attached to the NMC.

Unfortunately, if the UPS would not respond even after using the UPS Firmware Upgrade Wizard, chances are it got bricked.

[drasche]

Hi Jon,

unfortutately the upsfwupdate-tool is not present in my version of the running firmware on the AP9630 NMC 😞 

Do you know which application file needs to be loaded on the NMC to have the upsfwupdate toot available? Seems that the "sumx" app does not provide this tool.

Apart from that could you tell me, where I can find the service manual or even better a PCB layout of the UPS itself? I am still not convinced that the UPS is completely bricked 🙂

Kind regards

Dirk

[JonPro]

Hi @drasche 

The only material that we can provide you is the user manual which is available from the APC/SE website.  Regarding the upsfwupdate, I cannot recall exactly on which SUMX 6.x firmware it was included but you wouldn't be able to see this via the web interface.  You have to access the command line interface (CLI) of the network management card to use this.

 

[drasche]

Hi Jon,

I managed to get hold of a second UPS of the same type. It is safe and sound running on the old firmware. 🙂

My plan now is to extract the firmware from the running UPS using the UART interface of the microcontroller. That is the reason why I was asking for the PCB documentation aka Service Manual. I found service manuals of other APC UPSs, but not of the required type. So please, can I ask you to have a second look, maybe there is a chance to get the manual.

Greets

Dirk

[JonPro]

Hi @drasche 

Unfortunately, I wasn't to find a service manual for this UPS and I personally haven't done the procedure that you are planning to do.  UPS Firmware Files are provided through the UPS Firmware Wizard app which is available from our FAQ.

[elchi]

Hi JonPro,

well Exactly with this Upgrade Firmaware Wizard I've bricked one of our SMT3000 two days ago, it seems that this procedure seems to be not working correctly with the SMT3000......

Well If you look at the readme for the corresponding ID18 Firmware, there is stated, that this is only for the SMT1500, but the Wizard treat this as valid upgrade (no warning etc). On the Firmware Upgrade Site there is stated, that the SMT2200 is not upgradable, but no word for the SMT3000. Now we've a heavy counterwight with new batteries inside. 😞

Regards Micha

[JonPro]

I have replied to one of your posts @elchi 

[drasche]

Hey Jon,

quick question to you: I have seen that there is a new version of the Firmware Update Wizard, v4.3.2. Unfortunately there is no download possible, only a data sheet.

Do you see any chances to provide access to the download? I am pretty sure, others will have the same question 🙂

Dye

Dirk

[elchi]

Well, from my other thread:

https://www.apc.com/au/en/faqs/FA279197/ 

there is a link at the bottom of the article.....

Regards Micha