Symmetra Power Array

Anonymous user · ‎2021-06-29

Have a customer that has a Symmetra Power Array. I went out and saw his XR cabinet with batteries was flashing E7 and the batteries were not recognized throught the display. I ordered an SYXRCC and went out and replaced it. It recognized the batteries after about a minute, and then went from batteries showing 100%( the 4 in the unit) to 57%( showing other 8 in XR cabinet, for a total of 12 batteries.) Now, after 24 hours, he says it is still showing 57%. Can you guys give me some guidance on this on what I should do. Thanks.

Anonymous user · ‎2021-06-29

Have a customer that has a Symmetra Power Array. I went out and saw his XR cabinet with batteries was flashing E7 and the batteries were not recognized throught the display. I ordered an SYXRCC and went out and replaced it. It recognized the batteries after about a minute, and then went from batteries showing 100%( the 4 in the unit) to 57%( showing other 8 in XR cabinet, for a total of 12 batteries.) Now, after 24 hours, he says it is still showing 57%. Can you guys give me some guidance on this on what I should do. Thanks.

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Anonymous user · ‎2021-06-29

How about doing a self test, or should I have him just unscrew the enable switch on the SYXRCC? Or do you want him to totally pull the card out and re-seat it?

Anonymous user · ‎2021-06-29

He needs to be in bypass when re-seating the SYCC in back of the unit, correct?

Anonymous user · ‎2021-06-29

We re-seated both cards, and it is still showing 57%. What should I do next, is there something wrong with the unit or the cards? The SYXRCC is brand new from APC, so should I look at the SYCC?

BillP · ‎2021-06-29

Hi Erin,

It is possible that the new SYXRCC card may not be accurately evaluating the batteries in its frame. Please have the customer call into our free phone support to see about getting a replacement card. It's very unlikely any other component is contributing to this issue.

BillP · ‎2021-06-29

That would be a very good troubleshooting step. Please let us know what happened.

If the issue does not clear, please reply back with the "raw status data" off the PowerView in the Diags menu for that specific battery frame.

Anonymous user · ‎2021-06-29

are you talking about me getting the raw status of each battery, or can I get it just for the frame?

BillP · ‎2021-06-29

Just for the frame. Those first generation XR frames powered by the SYXRCC can only provide raw status for the frame.

DIAGS - > BATTs -> Frame X of X (frame in question) - > Raw Status Data

Anonymous user · ‎2021-06-29

will do. thanks for your help and I reply as soon as I can.

Anonymous user · ‎2021-06-29

Have a customer that has a Symmetra Power Array. I went out and saw his XR cabinet with batteries was flashing E7 and the batteries were not recognized throught the display. I ordered an SYXRCC and went out and replaced it. It recognized the batteries after about a minute, and then went from batteries showing 100%( the 4 in the unit) to 57%( showing other 8 in XR cabinet, for a total of 12 batteries.) Now, after 24 hours, he says it is still showing 57%. Can you guys give me some guidance on this on what I should do. Thanks.