Symmetra LX always on battery

[Anonymous user]

Something is going on with your Symmetra LX SYAF8KRMT Unit.

When I switch it out of maint. bypass mode, it always says on battery and makes the beeping sound every minute or so. It is hooked up to a generator so it should not be on battery until the power goes out.

The 2 intelligence modules we have installed in it have flashing amber lights, but I can find no guide to indicate what it means. As far as I can tell they have always

flashed amber.

Thanks

[BillP]

Scott,

What are the input voltages the Symmetra is reading from the generator?  This is something I strongly advise calling into for tech support as it could be a few different issues, and it could become a major problem should those batteries drain completely.

Regards,

[Anonymous user]

The input voltage is 204 and out is 206. Thanks

[BillP]

What is it reading per phase though?  Can you post data logs and event logs? or screen shots of the about ups page from the NMC?

[Anonymous user]

Hopefully this is what you need this time.

[BillP]

Hi Scott,

This is a good start but we're looking for the event.txt, data.txt, and config.ini from the UPS Network Management Card that would be installed in your Symmetra. Information on gathering the logs is available here (and the .tar file is OK too if your management card happens to be updated)-> http://www.schneider-electric.us/support/index?page=content&country=US〈=en&locale=en_US&id=FA156131 

If you do not have your UPS Network Management Card configured, this link can help guide you on the different ways to configure it and put an IP address on it to access it and download the detailed logs-> http://www.schneider-electric.us/support/index?page=content&country=US〈=en&locale=en_US&id=FA156064 

If you access the management card via the web page, the status page Jordan mentioned is available in there and may help tell us what the last transfer (to battery) reason was. Ideally, we'd want a screenshot of that or details in the logs of when the UPS was running on battery when you don't feel it should've been to see the status information while in that state. I see it was in bypass mode when you took the photos. If that is not possible, we'll just take the logs while in bypass as I am not sure how much battery runtime is available.

[Anonymous user]

Thanks. I am tyring to get it moved to our new ip scheme. We have since moved to a new scheme and I am looking through the guide to try to figure how to reset it back to dhcp.

[BillP]

Hmm. You'll have to log into it to change the bootmode but it sounds like you can't get in so the only other option you have is if it is an AP9631 (as opposed to AP9619), you can "format" it by holding down the reset button for 20+ seconds. During this process, the status LED (next to checkmark and X) will pulse green and change to orange when it is time to let go. Hold a paper clip or similar to the top of the reset button hole and stick it in (which helps align to the little rubber button inside easily.

The model number AP9619 or AP9631 will be written on the faceplate of the management card installed in the rear of the UPS if you can go over and see what model it is. If it is an AP9619, you can only reset it to DHCP by logging in via serial or somehow (maybe via a crossover connection using a peer to peer network on the old scheme) and changing the options.

[Anonymous user]

Yea its a big AP9619. I am going to work on getting it reset today and try to get the logs posted soon.

[BillP]

I had a simiral problem with one of our Symmetra LX unit. It was this week whereby the unit went down due to drained batteries. When power returned the unit was switched ON and stayed online for over an 1hour only, afterwards it was stuck on battery operation. When i visited the site the incoming power was 235vac. At first i manualy switched the unit into bypass then back to normal. It was remaining online for some time (less than 2minutes) then go back to battery operation. I removed/disconnected the MIM/RIM and insert it back. nothing changed. I started swicthing OFF and ON power modules one after another until when i saw on battery operation LED went OFF and the unit went back to online. I re-swicthed ON that power module, the unit stayed online for some time then went back to batteries. Luckly enough this site is having two LXs at one place, I then swapped the power modules. Problem was tranfered to this other unit. I then conluded that the power module was the one causing the unit to stick to battery operation. I disconnected the pmodule, the unit is online for more than 4 days now.

The logs were not showing any failed module. This module was also showing ON and OK on module information. As of now i havent opened the failed module yet

[Anonymous user]

Thank You Lawson. That actually worked - reseating the power modules. It has been running correctly now for over an house.

I am still unsuccessfully getting terminal'd into it though. I can connect and get the prompt to come up, but it just sits there and wont let me put in username/pass etc.

Tried putty and hypertermal.

[BillP]

I'd make sure scroll lock is not on on the keyboard which could maybe cause that issue.

A faulty power module can be one of the causes here but it could come back. Usually we'd recommend systematically removing and reseating the modules so I am not sure if you were able to do that and had at least N+1 redundancy to do the process online or if you did it in bypass and then tried to put the UPS online.

Also, if it happens again, we'll probably want to have you on the phone with someone or if you're unable to be, gather the raw status data in the PowerView display for each of the power modules to determine if we can see if a specific module reports on battery while the rest do not. Then, this module would potentially need to be replaced - under warranty or not.

[Anonymous user]

Scroll lock is indeed disabled. I have tried:

2400 bps, 8 data bits, no parity, 1 stop bit, and no flow control.

9600 bps, 8 data bits, no parity, 1 stop bit, and no flow control.

Both just connect and sit at the prompt.

Sorry to be a PITA.

[BillP]

No worries!

Can you confirm the part # of serial cable you're using? It needs to be an APC cable with a specific pinout - part # 940-0024 or 940-1524 which is a black cable. The part number will be engraved on one of the DB-9 connectors. It should be plugging into the DB-9 port on the rear of the UPS which I think says computer interface maybe and is right near a port that says remote powerview.

Once all of that checks out, this UPS defaults to 2400, 8, N, 1, and no flow control but it could've been changed....

I guess in the first place too, can you verify that the AP9619 has an LED on it, the status LED to the bottom right of the RJ-45 ethernet jack should be on and doing something - flashing/solid either green or amber. We want to make sure it is alive. 

Another option here too is to temporarily unseat (you may need a screwdriver) the AP9619 and with the correct cable, port speed, etc try talking directly to the UPS to see if that works. You can do Shift+Y on your keyboard which if the UPS receives it, it should respond SM. If it does, we know the UPS is there at 2400 and your cable and general connection is good.

[Anonymous user]

Yea the card is def communicating on the network. Its talking back and forth like crazy.

Looks like maybe I do not have the right serial cable. Mine has nothing written on it. ugh seriously?

i did find a 940-0082a cable that came with it

[BillP]

Hmm, unfortunately that cable is for programming the PowerView LCD on the front of the UPS. If you have other UPSs, many of them use the cable part numbers I mentioned so perhaps you have one laying around.

The only other idea I have had is if you can do a crossover connection to the AP9619 and do a packet capture, perhaps you can see what IP it has to be able to log into it via that method and then change it to the scheme you want it on. Then we can avoid getting the serial cable.

Either way, I do not expect the logs to contain information on what specific power module failed or anything at this point. It will be helpful to be able to access it to see as it can display the raw status information I mentioned previously while the UPS is erroneously running on battery. Don't want you to go crazy right now setting it up if you have other priorities.

[Anonymous user · Accepted solution]

Ok I got the correct cable and was able to get into it and reset the ip information. Only now when I try to access it from a browser it says:

Someone is currently logged into the APC Management Web Server.

Please try again later.

Nevermind I was able to after the other connection timed out.