UPS can't detect external battery packs

[Anonymous user]

Dear all,

Please help with the current issue.

I have UPS SRT5XLI and 2 external battery packs SRT192XLBP connected.

Battery packs were sent to the service center and they changed all batteries inside.

I hoped that will solve issue, but now external batteries are not visible in Status and no errors in UPS regarding the batteries.

Before I had at least errors.

Please your help.

Thank you.

[BillP]

Hi Sultan

With an issue such as this I would ask you to contact your local Customer Care team so they can get the relevant information to troubleshoot this further for you.

Regards

Matt

[TellItLikeItIs_apc]

This is a known issue with the SRT5KXLI. You could try updating the UPS firmware (if you can get hold of the latest version) but my experience is that this continues to happen even with the latest firmware installed. I haven't tried downgrading the firmware but this is never recommended. The older versions have more serious issues anyway so probably not the best solution.

It would be interesting to know how much load you have connected and how many battery packs you are using. All of the units I have issues with are using 2 battery packs and running at around 20% load.

[Anonymous user]

On 5/18/2019 1:36 AM, Pete said:

This is a known issue with the SRT5KXLI. You could try updating the UPS firmware (if you can get hold of the latest version) but my experience is that this continues to happen even with the latest firmware installed. I haven't tried downgrading the firmware but this is never recommended. The older versions have more serious issues anyway so probably not the best solution.

It would be interesting to know how much load you have connected and how many battery packs you are using. All of the units I have issues with are using 2 battery packs and running at around 20% load.

2 external battery packs, load is very low. I need to load more than 20%?

But before I had errors, but now no errors even.

Thank you.

[BillP · Accepted solution]

Hi Sultan,

Please contact your local tech support team to troubleshoot this issue.

thanks

Liam