one Back-UPS 500 offers minimal data, the other has access to full menu

[Anonymous user]

Hello, I'm using two Back-UPS 500and I've runned into this weird problem: one of them offers access to all kind of options (voltage and so on) while the other basically offers nothing that isn't into the built in windows UPS management. I've tried using several versions of the PowerChute personal but it's the same in all of them. I've installed the APC software quite recently, because of the fact that the power grid started to have undervoltage at peak hours and the two UPS were kicking in too often. On one I've been able to adjust the voltage and solve the problem but in the other one the menu is not even present. You can see in the attachment what I get in PowerChute on this UPS.
What should I do to get access to the full menu? Maybe a fw upgrade?

[Anonymous user]

And here you have the technical data for the Back-UPS 500 that has all the options enabled. The firmware appears to be much more recent. Do you have this fw awailable for download, so I can get full functionality on the first unit?

[BillP]

i believe you have two types of UPS here. one reports as a Back UPS and the other one shows as Back UPS CS which is a different product line. i'd imagine that the older UPS does not support reporting as much data as the newer one does.

these types of units are not firmware upgradable unfortunately.

[Anonymous user]

I'm afraid this isn't the case. Both units are clearly labeled "Back-UPS CS" on the front.I can add pics if needed. Also both units are of the same type, BK500EI. Also reporting more or less parameters is one thing and not being able to adjust the voltages is quite another. ( the fact that one firmware reports to the PowerChute that the unit is "Back-UPS" and the other reports "Back-UPS CS" shouldn't take precedence over what's written on the front side of the UPS... )

[BillP]

ok, i was on the right track. these units have changed internally several times and unfortunately, they keep the SKU the same so in your situation i believe you have essentially two different firmwares/units they just happen to have the same SKU.

[BillP]

let me double check on that. my thought is we kept the same SKU/model number but the firmware or internal hardware platform was changed but that is just an educated guess. i'll see what i can find out to explain this.

[Anonymous user]

Thank you, looking forward to your reply. The main interest point for me is the capability to change the voltages.

[Anonymous user]

And there's no way I can get voltage settings (and self test) on the first unit? That seems really odd, to say the least...

[BillP]

i agree - some of the features may be missing but it is normal for this product line to keep same SKU but change firmware features, etc

i do believe you should see the voltage threshold options on each for a UPS of this type. i am not quite sure what the root cause of it is but my gut feeling is the firmware difference. it does not make sense to me that if it was supported, you'd be able to see the runtime and online or on battery status but the rest is missing. to me that just means it does not support it for one reason or another (as silly as that sounds).

on these models, i believe you may be able to change sensitivity and/or voltage settings via the front switch if you leave the UPS plugged into AC power but turn it off and hold down the on/off button for about 10 seconds. some lights will flash and you can adjust the sensitivity that way.

that is the best advice I can give at this point. you could try braindeading and rebooting the UPS just to see but i feel like it won't help. worth a try though. to braindead this one, remove and turn off the attached load and data cable, turn off the UPS and remove it from AC power. then disconnect the battery connection and hold down the off button for 5-10 seconds. then reconnect everything and see what you get.

[Anonymous user]

Thank you. Can you elaborate a bit about the specific procedure? How do you know when you are increasing/decreasing the voltage and the sensitivity?

Message was edited by: AdrianA

[BillP · Accepted solution]

all of the LEDs will flash briefly and then you push the power button while in this mode and when you keep pushing it, the LEDs will change indicating high (3 LEDs flashing), medium (only 2 LEDs flashing) and then low (1 LED flashing). if you keep pushing, it will toggle between all of the modes.

[Anonymous user]

What do you know, it worked. 🙂 Actually there will be first silence/nothing happens for about 7 seconds, then a loud beep then another few seconds of ... nothing, then the LED's start flashing. Only at this point you take your finger off the button and start pressing it in order to adjust.
Now the UPS won't kick in at 180V, probably the min voltage is lower. 🙂
And the final question: do you know where I can download a datasheet/manual for this model, so I can figure out the exact parameters for the 3 settings available (high, med and low most likelly)?
thanks a lot.

Message was edited by: AdrianA

[BillP]

check here: http://www.apc.com/resource/include/techspec_index.cfm?base_sku=BK500EI&tab=documentation -> http://www.apcmedia.com/salestools/ASTE-6Z7VBG_R0_EN.pdf

let me know if you need anything else.

[Anonymous user]

Unless someone figures out a way to flash this old UPS with a more recent firmware, that would be it 🙂 . Thanks a lot.