Symmetra RM - UPS not found/off and in bypass mode

[davwapi]

We are having an issue with one of our APC units. It is a Symmetra RM. I inherited this issue after I found it and have had to troubleshoot the issue remotely. There are multiple areas in the issue that I will try to cover piece by piece, so the time-line won't be linear. Here's the story.

This unit has been running in maintenance bypass mode for roughly 5 years unbeknownst to anyone in my organization (the only person that may have known left a couple years ago). The intelligence modules were off (I am assuming for the same time period) and I had someone turn them on to find this out through logs in the web management page. It was/is currently showing that "No UPS Found". I updated the firmware on the network card and did not back up logs on accident, so I don't have any of those. 

As a surprise to no one, the battery modules were dead.  We replaced the modules. We are running with 3 power modules and 2 battery modules. Currently, the screen is showing that the new ones are charged with a runtime of roughly 40 minutes and a load of 16%. Both the input circuit breaker switch and the maintenance bypass switch are currently on.

On the interface, the "LOAD ON" and the "BYPASS" lights are on. I am assuming that the bypass light is from the maintenance bypass switch. When trying to run a self test, it states that UPS offline, unable to run self test. There is an option to turn UPS output off in the control menu, but when we selected it, it stated "Not available, unable to turn off". We have tried to take the unit out of maintenance bypass and select a few options with no luck. So, we had to put maintenance bypass back on for operation during business hours.  

Anyone have any ideas on how to turn the UPS on and take it out of bypass?

I more than likely will reach out to APC support, but wanted to ask here first.

[RyanG32]

Normally when the Symmetra UPS is on bypass there could be an internal fault associated with the Power, Intellligence modules or batteries. You need to clear the fault first before you can turn the output off. Normally the UPS only turns off output if it thinks it is unsafe to continue powering the equipment using its power modules and will go on bypass when input voltage is on an acceptable range. If you have redundancy UPS will only turn off faulty modules given than you  at least 1 power module, 1 battery module, or the main intelligence or at least the redundant module is active and without faults. I suggest that you call this in and provide the Intelligence module Raw status data to confirm if it is safe to take it off bypass just. Once confirmed it is safe by a representative you can use the maintenance bypass switch on the back to put it in to full bypass and toggle it back to normal or UPS mode the unit if there is no encountered fault will turn load on and take itself out of static bypass.  Also turning  the system enable switch off and on will clear any status the UPS has and reboot the brain of the UPS but make sure that you are at full maintenance bypass (physical switch on the back)when turning off system enable since this will power off UPS and kill power to your load even on when you are on static of logical bypass.

[davwapi]

Thank you for the response, I was actually working my way through the support phone tree and saw it. I stopped so I could get the Raw status data. As we were getting the data, we found that the power modules are showing Off & Ok. I believe this to be the issue. I don't know if reseating them or getting a module will fix the issue. 

Anyways, I have reached out to support and am waiting on a call back.

[davwapi · Accepted solution]

Looks like the issue is either the power modules or the UPS itself. After working with support, we were unable to get the power modules to exit the Off & OK state. We will be replacing the unit.