X-Modem Firmware Recovery Mechanism - Last Ditch Effort to Recover My SMT3000

[BillP]

Hi Folks.  I bricked my SMT3000 when a firmware upgrade failed.  I have tried to use FTP through the installed NMC 2 and the Firmware Upgrade Wizard via USB but have had no luck because the NMC interface and the Wizard both think that the UPS is not turned off (which it actually is).

Someone mentioned that there might be a way, via the serial port using an X-Modem file transfer to try and recover the device.  Can anyone point me to any documentation that describes how to use X-modem to transfer the UPS firmware file without using the Wizard?

I'd appreciate it very much!

[voidstar_apc]

Which firmware do you have on your NMC right now? I'm curious what version of the code failed the firmware update initially. Make sure you have the latest firmware on the NMC (as of writing, sumx640). The web interface warns you about the UPS being on, but will attempt to perform an update anyways, as will the FTP interface.

When the UPS is already in bootloader mode, which can happen if it fails a firmware update, you can attach the serial cable (not USB) to the UPS and connect at 9600/8/N/1 with HyperTerminal. You'll have to hit enter (or any other key) before HyperTerminal attempts to open the serial port. Then either immediately or after a minute or two, you'll see 'C' characters arriving once a second indicating the UPS can accept an xmodem transfer. Then, in xmodem, you can xmodem the UPS firmware file. Due to stalls during flash erasure, most xmodem programs will time out which is why I recommend HyperTerminal, but other programs may work.

I find sometimes it helps to try loading the version of the UPS firmware that was running before the failed update attempt.

[BillP]

Hello voidstar and thanks for the reply.  I am currently running sumx/aos640 bootmon 1.0.8 on the NMC2.  When I try to update the firmware on the UPS via USB or NMC, in this case going from SMT18UPS_09-1 to _09-3, I get no attempt to perform the update regardless of the status of the UPS.

I tried Hyper term 7 yesterday but did not know that I need to hit "enter" or any other key until getting "C" characters on the display before initiating an X-modem transfer with Hyper term.  If I get lucky and the transfer completes, what else do I have to do or is it "automatic" from there on out.

I'll try the original firmware first.  Thanks again for taking the time to help!

Regarding which version failed the first time, it was SMT18UPS_09-03.enc

No luck.  Nothing I can do via Hyper Term and my Windows 10 with USB com port (com3/9600/8/N/1) connected to the UPS via the serial cable would evoke any response on the UPS' display.

[BillP]

Hi voidstar,

Just a follow-up to see if you may have other suggestions.  As I may have mentioned, I tried HyperTerm into the UPS via serial using the UPS "RJ" style connector mounted to the UPS rear panel.  I was unable to see any response on the front panel LCD so I don't know what that indicates.

My serial connection does work because I can connect to the NMC2 via its serial input and can access the console function on the NMC.  Via Console, the UPS reports its at UPS18_9-3 and I can see that same file in the "sfwup" directory on, apparently, the NMC.

I am not too familiar with how to, if possible at all, to initiate a firmware update using the console function.

Any last thoughts or guidance would be greatly appreciated.

Joe

[voidstar_apc]

If loading the firmware via the NMC doesn't work, I don't think the UPS can be recovered by an end-user. The NMC does tell you that the UPS needs to be off but it still tries to apply the firmware and it sounds like the UPS won't accept it. If I were you, I'd call up tech support and try to RMA the unit.

[BillP]

Thanks and I understand.  Schneider doesn't deal with out of warranty repairs and can only offer a "TradeUPS" offer of $250 off the MSRP of a new one.  There is an outfit out of the Baltimore area that wants $750 exchange for an old recycled unit.

The lesson I learned that, unless told to do so by APC technical support, under no circumstances do a firmware upgrade.  To do so will be at your own risk.

[BillP]

Hi Joe - I work in Smart-UPS Support and I am trying to get in touch with you in regards to this issue. I have sent a couple emails to the email account associated with your forum account, but have not heard back. Could you take a moment to check that email account, or perhaps send me a private message here? I would like to see what we can do to get you back up and running.

Thanks!

[BillP · Accepted solution]

Hi Liam,

I did respond to several of your emails but apparently you did not get them.  I tried to send you a PM but I'm locked out from sending you a message (I believe you have to befriend me or something).  I'll see if I can set it up so that you can PM me and then we can chat.

Thanks for trying to contact me!

Joe