Unable to Factory reset SUA2200RMXL

[Roger.Wakefield]

Hello Everyone,

We found a SUA2200rmxl in one of our warehouse storage rooms. We are in the process of trying to factory reset the device, as we do not know the user/pass. We have tried factory resetting the NMC9619 and the Unit itself, the problem is the device is not factory resetting. The NMC9619 is still retaining an odd 172.20.208.3 IP address. We set the PC to the same IP Range, and we can get to the web login. but alas, fail..

Steps tried so far, that are not working:

-factory reset NMC pushing the reset button. 5-7 seconds, with second push immediately after..

-factory reset NMC by holding reset for 15 up to 30 seconds..

-factory reset NMC by holding for 30 seconds, with second push..

-purchased new NMC9619 and factory reset not working..

-setting pc to same IP range

We have the correct serial cable which allows me to talk to the UPS, we are perplexed as to why and what to do next. Any help would be appreciated.