Unable to Perform Self-Test

[BillP]

This question was originally posted by Mr. on APC forums on 9/30/2012

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We have a rather odd behaviour on our APC SmartUPS 2200 (SMT2200RM2U) and NMC 2 (AP9631), if I try to do a manual self-test using the web interface UPS -> Diagnostics, I will get the following -

Self-Test: In progress via Refused due to management device on September 30, 2012

Nothing get logged, I have try to reboot the NMC 2 but did not make any difference.

If I initiate a self-test using the front-panel, the start event will be logged but it never seems to complete as nothing was logged as complete.

Anyone seeing the odd problem?

Model Number: AP9631
Serial Number: ZA112001xxxx
Hardware Revision: 05
Manufacture Date: 05/11/2011
MAC Address: 00 C0 B7 59 77 7C
Management Uptime: 0 Days 2 Hours 7 Minutes

Application Module
Name: sumx
Version: v5.1.7
Date: Dec 1 2011
Time: 13:01:45

APC OS (AOS)
Name: aos
Version: v5.1.7
Date: Nov 22 2011
Time: 09:53:57

APC Boot Monitor
Name: bootmon
Version: v1.0.2
Date: Jan 21 2010
Time: 13:35:57

About UPS

Model: Smart-UPS 2200
Serial Number: JS111204xxxx
Firmware Revision: UPS 06.5 / MCU 11.0 / UBL 08.2 / MBL 11.0 (ID18)
Manufacture Date: 03/18/2011

Apparent Power Rating: 2200 VA
Real Power Rating: 1980 W

Message was edited by: lcsim@bear-consulting.com

[BillP · Accepted solution]

This reply was originally posted by Angela on APC forums on 10/1/2012

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could you please post the full event.txt for us to see it please?

instructions to do so are in FA156131 @ http://www.apc.com/site/support/index.cfm/faq/

[BillP]

This reply was originally posted by Mr. on APC forums on 10/1/2012

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Thanks for the reply.

I have opened a case with APC Support to look into it (Case# 2788-316464144-3403).

The log seems to indicate the problem started (see attached log on and after 08/10/2012 where the last every-two weeks self-test executed and completed successfully) when we changed to a externally hosted Exchange email server, all internal mail are now being relayed through a IIS SMTP server to the external mail server. However, I disabled the email notification by removing the recipient (keeping the Syslog notification) and the problem remains.

We are seeing the same problem on all of 4 SMT2200RM2U with AP9630/9631 running the same firmware 5.1.7, the common changes seems to be pointing to the "irrelevant" email notification change.

[BillP]

This reply was originally posted by Angela on APC forums on 10/1/2012

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i looked up your incident. i recommend you ask them for the information on updating your UPS to the latest firmware version. your Network Management Card is already at the correct version but if I am reading it correctly, your UPS is not. you have version 6.5 and the latest i am seeing is 8.3:

to be more exact -> UPS 8.3, MCU 14.0, UBL 08.5, MBL 14.0

i'd just tell the rep you are dealing with via email (that can only do email support vs. phone) that you'd like to update your UPS.

to update yourself, they can provide you with a UPS firmware update wizard that requires a serial cable or for some units, USB or serial. you have to turn the output off on the UPS though before you can do the upgrade.

the other option you can do is upgrading the UPS via the NMC. if you go to UPS tab-> firmware update option in the NMC, it will tell you the output needs to be off but if you click on help on the top right of the screen, it gives you the instructions on performing this update.

[BillP]

This reply was originally posted by Mr. on APC forums on 10/1/2012

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Thank you!!! I did have an UPS that is of the firmware version you stated -

Firmware Revision: UPS 08.3 / MCU 14.0 / UBL 08.5 / MBL 14.0 (ID18)

and lo-and-behold it does not have the same problem, I was able to do a self-test via the NMC2 on v5.1.7, although this is a new unit installed after we go through the email server change. I have asked the support person on the case to look into this thread and firmware for the UPS, I am awaiting his reply.

Just curious, is there a release note noting what was fixed between the versions of the UPS firmware?

Thank you again!

[BillP]

This reply was originally posted by Angela on APC forums on 10/1/2012

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i am not sure if there is one posted externally to be honest with you. i dont even have an internal version of all of the changes between your version and the new version 😞

[BillP]

This reply was originally posted by Mr. on APC forums on 10/1/2012

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Sigh 🙂 In that case, one can only hope for the best - newer is always better (tm) right 🙂 🙂

Waiting for the support agent to send me the new firmware.

Thanks again for your help.

[BillP]

This reply was originally posted by Mr. on APC forums on 10/2/2012

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Looks like we are still trying to confirm which firmware should actually be used by our SMT2200RM2U, all 3 units with the existing firmware as follows - UPS 06.5 / MCU 11.0 / UBL 08.2 / MBL 11.0 (ID18)

I have so far been instructed to use 0F-2103D - SMT4UPS_07-1_Le_750.enc, then 0F-2103D SMT4UPS_07-1_Le_NOT750.enc after the first one throws an incompatible firmware warning in the NMC2.

The ID18 tells me the one I most probably need is 0F-1525C - SMT18UPS_08-3.enc??

Any advise would be highly appreciated.

Thanks!

[BillP]

This reply was originally posted by Angela on APC forums on 10/2/2012

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yes, you're right. SMT18UPS_08-3.enc is what you want.

[BillP]

This reply was originally posted by Mr. on APC forums on 10/2/2012

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Thanks! We have updated all UPS to 8.3 without incident. Will continue to monitor the self-test problem. Your help is much appreciated.

[lawrence_apc]

This was originally posted on APC forums on 7/1/2013

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Angela,

I am having the exact same problem. I have already upgraded the NMC firmware to 6.06 and that worked fine but I have been unable to obtain UPS firmware from the APC support chat.

Our SMT2200i is on UPS 05.0 (ID17) firmware.

Are you able to point me in the right direction to get the new firmware?

Thanks,

Keith

[BillP]

This reply was originally posted by Angela on APC forums on 7/1/2013

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ID17's latest is UPS 07.1 it appears. FYI - a new round of updates for SMX/SMT is coming within a few weeks. Don't have the updates yet though.

Here is the file (attached to this post). All I did was go to our knowledge base How do I update the firmware of my SMT, SMX, or SMC series Smart-UPS? | FAQs | Schneider Electric US and downloaded the Firmware Upgrade Wizard v3.1 and extracted the image files that it uses.

Are you going to update the UPS via the NMC? If so, I put article ID  How do I upgrade my SMT/SMX Smart UPS firmware using my AP9630/AP9631 Network Management Card? | FAQ...

[lawrence_apc]

This was originally posted on APC forums on 7/1/2013

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Angela,

Thats perfect, thanks. Like I said, your support chat people didnt seem to think the UPS was upgradeable, only that the NMC was.

Going to apply the UPS update shortly. Thanks again for your help!

[BillP]

This reply was originally posted by Angela on APC forums on 7/1/2013

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You're welcome. Do you have chat ID or anything? If not, I can check it via your email address assuming you've used the same one. Also, are you in the UK? Was it NAM chat support? Either way, I just want to follow up with the case to ensure whoever it is knows SMT/SMX UPSs are upgradable.

[BillP]

This reply was originally posted by Angela on APC forums on 10/3/2012

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no problem!

[lawrence_apc]

This was originally posted on APC forums on 7/4/2013

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Angela,

It was the chat link on this page I used - Support

I dont have a log of the chat sorry. I am based in the UK

Thanks again. Update was easy and fixed the problem we were having.

[ferdaus]

Hi i have same problem, unable to perform self test on my ups via web based:

Self-Test: status  "Refused"  

I have try to reboot the NMC 2 but did not make any difference.



Model Number: AP9537SUM

Hardware Revision: 05
Manufacture Date: 12/11/2020

Application Module
Name: sumx
Version: v6.8.0
Date: Jul 22 2019

APC OS (AOS)
Name: aos
Version: v6.8.2
Date: Jul 22 2019

APC Boot Monitor
Name: bootmon
Version: v1.0.9
Date: Mar 27 2019


About UPS

Model: Smart-UPS SRT 5000
Serial Number: JS111204xxxx
Firmware Revision: UPS 04.7  (ID1013)
Manufacture Date: 12/14/2020

PS : Outlet group also fail to turn on via web based (by menus in the screen i can manually turn on)

Please help, thank you