UPS tab missing management interface

[clahote_apc]

We have a Smart-UPS that is functioning properly and was previously monitored via the serial interface. We have attempted to install two different management cards in the device. In both cases, the UPS is missing from the management interface. There are numerous threads in the forum about flashing the wrong firmware - we have confirmed this is NOT the problem in this case, and the cards work correctly in another similar SUA1500.

AOS in serial mode reports 'A UPS was found that is not supported by this application'. The status screen displays Network Management Card AOS v3.7.3 and Smart-UPS & Matrix-UPS APP v3.7.2.

We tried installing PowerChute Business using the USB port and no management card in place. During install, a Smart-UPS 1500 is detected, but that software is also unable to communicate with the UPS once installation is completed.

Info and things we've tried:

1 - UPS is an SUA1500
2 - One card is an AP9617, the other an AP9630
3 - Both cards have been reflashed (twice) and reset to factory defaults
4 - Both cards have the proper sumx AP; ex: the AP9617 is sumx v3.7.2, aos v3.7.3
5 - Both cards properly detect the UPS and the UPS tab is present when installed in another similar SUA1500 unit
6 - UPS has been reset via 'brain-dead' procedure several times
7 - UPS EEPROM has been reset to factory settings via 'z' SM command

Any ideas are appreciated. Thank you.

[BillP]

seems like the UPS is the problem. I'd do the braindead procedure which i see you mentioned and tried - just want to confirm you did it per the following:

turn off and remove all attached load to the UPS. remove any USB or serial cables as well. turn off the UPS itself and remove it from AC power completely. on this model, press and hold the off (o) button for about 2-3 seconds and confirm you hear a click and the front panel LEDs flash. if not, remove the battery from the UPS for about 5-10 minutes and this braindead will happen on its own.

try installing the management card and re-powering everything, making sure to not connect any USB or serial cables until you access the network management card again and see if theres any change. the serial cables can cause this type of issue too and disrupt UPS communications.

assuming you did that correctly, then i'd have to assume there is an issue with the UPS, perhaps a loose ribbon cable or similar.

[clahote_apc]

Yes, performed braindead procedure. I always unplug the battery (pull the rear panel plug) in addition to holding in 0 - I've had instances where the unit powered back on when removing or inserting a card; pulling the plug keeps that from happening.

[clahote_apc]

Problem solved! After digging around, we determined that the firmware version being reported by the UPS was apparently corrupt or incorrect.

The unit reported BE0.3.D. I have no idea what it actually is, but setting to 601.3.D restored the functionality of both cards. 🙂

[BillP · Accepted solution]

interesting. thanks for sharing the fix.