Symmetra RM UPS Overload

[Anonymous user]

Hello,

Have a Symmetra RM 4000VA with 2 power modules and 2 battery modules and I am getting both UPS Overload and Battery Discharge errors. There is currently almost no load on the UPS and the circuit breaker is not tripping, nor is the UPS going into automatic bypass from overload. Any ideas what would be causing this?

Thanks

V

[BillP]

ok, so is there any extra info in the data log or event logs? is the problem still occurring on the powerview on the front only?

[BillP]

hi,

are you able to gather any information via the powerview on the UPS or the network management card? i am interested in how much actual load you do have on the UPS, the intelligence module firmware, the age of the batteries (which you can provide us the first several digits of the serial number to show that) as well as any event logs (from the powerview or the network management card - which you can get via FTP from the management card) you can show us to see if theres anything else strange besides those two messages.

[BillP]

the default user name and password for the administrator account for ftp and web is apc/apc. is that what you mean? otherwise you may have changed it and may need to reset it via [this procedure|http://nam-en.apc.com/cgi-bin/nam_en.cfg/php/enduser/std_adp.php?p_faqid=8091].

[Anonymous user]

Hello,

I attempted to ftp to the NMC but failed. If you have some instructions I will try again, but I couldn't find the info in the manual.

Intell FW Revision: 0013
Battery Module Model #:SYBT2 and Ser #: AD0532260021

- V

[BillP]

the firmware you provided of 0013 sounds more like the actual firmware on the Powerview LCD menu on the front of the UPS. to find the intelligence module firmware via the Powerview LCD, you will want to go to the Main Menu->Diags->Intelligence Modules->Main Intelligence Module (MIM)->Rev, SN, Mfg Date. It should be something like "Main FW: 143, SLV 210." If you have access to the management card, this should be under the Status section somewhere but may be easier to find now that you know what to look for.

[here are instructions on gathering the logs via FTP on the management card|http://nam-en.apc.com/cgi-bin/nam_en.cfg/php/enduser/std_adp.php?p_faqid=9321] how far did you get in the FTP process?

if you can web or telnet into the card, make sure the FTP protocol is enabled and you have the right username. in both the web and telnet interfaces, i believe this is under network settings.

lastly, it would be good to take a quick peek at the logs on the actual powerview LCD menu on the front of the UPS. it can hold 64 events with 64 being the most recent. to access these, go to Main Menu->Logging->View Log and see whats in there starting with 64 and going backwards. Lets make sure the match the network management card.

[Anonymous user]

I will try this and see how it goes. How do I get the Administrator Log in? Is that listed in my documentation somewhere?

[Anonymous user]

Hello,

I am receiving the same two error messages on the LCD display. Battery Discharged and UPS overload.
FW:140, SLV 225 S/N:CD0512120483. The unit has 4 new battery modules which were installed a month ago.

Any help would be appreciated.
Thank-you

[Anonymous user]

I think I have the info.

Main FW 140, SLV:223

Still getting UPS Overload errors but can't seem to figure out why.

- Thanks!

[BillP]

do you have any pieces of the network management card log that shows these errors so we can look at it? that would be most helpful and we can probably give you a solution after seeing whats in there.

[BillP]

can you provide any of the powerview event log (LCD display) or the network management card logs to review?

[Anonymous user]

Hi,thanks for responding. I can supply the logs from the managaement card but they are really old events. It is not showing any of the current events for this year. I can only see them when accessing from the lcd ->main menu->logging->view logs. I will attach the events.txt so you can see what I am talking about.
Thanks again

[BillP]

hm ok. so the fact that yours are only appearing in the powerview log is good to know.

i would first try to reseat the cat 5 connection to reboot the powerview which isnt a bad idea to reboot that. if that doesnt clear it up, then we can talk about rebooting the entire UPS in bypass (not affecting your load) and reseating some modules to see if it clears up.

dont proceed with rebooting anything besides the actual LCD powerview menu on the front of the UPS. it just connects to the main intelligence module via a network cable. so just unplug it for a couple of seconds and plug it back in.

how frequently are the messages occurring on the powerview?

[Anonymous user]

I removed and reinserted the powerview cable with no change to the logs.Thanks

[BillP]

ok so AFTER the reboot of the LCD, you are still getting messages logged? i need to know how often they happen.

[BillP]

ok, lets proceed with rebooting the powerview menu. to do that, just remove the cat 5 cable from the menu itself and then reinsert it. if that doesnt work, we will go through rebooting the UPS later on.

[BillP]

sounds good

[Anonymous user]

no change in the logs, can only see those error mesages thru the powerview LCD.

[Anonymous user]

I updated the network management card with the firmware that you provided. The card was a AP9619. The firmware has been updated with no errors. Let me know how to proceed from here.Thanks again

[Anonymous user]

I did a second reboot of the powerview LCD and that seemed to clear the error logs of those messages. No error messages have appeared in the LCD logs since the last reboot which was done on Monday evening. I will keep monitoring the logs for errors and keep you posted if anything changes. Thanks for all for help.

[Anonymous user]

I just received the error messages again, ups overloaded and battery discharged on the powerview lcd screen. Thanks

[BillP]

okay..at any time too, you can call into phone support (800-890-4272) if its easier to get walked through this type of thing on the phone..

a couple of questions:

-what is the current load percentage on this UPS? - i didnt see it noted in the thread.
-on either the network management card or the powerview, are you seeing any "power module increased" or "power module decreased" messages?

we just need to be sure there are no other messages occurring at the time, even if they appear to be normal messages, that the overload and batteries discharged messages are occurring.

depending on what you answer above, we will proceed with rebooting the UPS without affecting the attachedload.

[Anonymous user]

ok, I might just do that call into support might make it easier. To answer your questions. Here is the following. The current load is 36.1%, the messages of batt discharged and recharged happened with the load was at 31.6%. I just added a disk array to the ups this afternoon for testing which accounts for the increase. I am not seeing any message as it relates to the power module increased or decreased on the network management card or powerview, only that the battery messages above.
Thank-you

[BillP · Accepted solution]

ok if you call in, you can tell them you talked to me on the forum and they will know who it is most likely.

i would start by rebooting the UPS which would involve putting the UPS into maintenance bypass. a rep on the phone can go over the Status menu on the powerview with you first to make sure its okay to do so.

if you proceed and everything looks good, you can go to maintenance bypass (the switch is labeled on the back) and then go back to the front of the UPS and toggle the white system enable switch (you could leave it off for 5 seconds or so). I believe it is to the right of the main intelligence module on the front. if you leave it off for a little bit, you could also try reseating both intelligence modules by removing them and reinserting them, which i think you may need a screwdriver. after doing that, you could turn the UPS back on via the system enable switch, make sure the powerview boots up okay and the only thing it should say is that its in maintenance bypass - so the load on and bypass LEDs should be the only LEDs on the front of the screen. once you confirm that, you can go to the back of the UPS again and take the UPS out of maintenance bypass, making sure you touch the correct switch (the input circuit breaker is also back there so you want to make sure you DONT touch that.) after all of this, the UPS would be rebooted and everything and we can monitor it for messages.

if this does not fix the issue, i'd have to assume its the main intelligence module (SYMIM3) because i doubt you are really having a ~70% spike. that of course would be the first thing we'd be checking and i hope we ruled out.

but again, if you arent comfortable doing this at all, or do something wrong, it could potentially drop your load so yeah, you may want to call in.

let me know if you have any questions before proceeding.