Back-UPS Pro 1500 S - Internal Battery Recognition Problem

[manwing]

Hello everyone, my UPS (Model: BR1500MS2) worked fine during several brief power outages on the same day, but it switched off during the power outage later that day.

Here are the situations without a load now:

1. With wall socket and internal battery – appears normal when switched on, no alarms, no error, but immediately switches off when the power source is unstable.
2. Without wall socket but with internal battery – unable to switch on.
3. With wall socket but without internal battery – can switch on, no alarms, no error, passes the self-test, displays full battery capacity and estimated run time on LCD.

Does anyone have any insights into what might be causing this issue and how it can be resolved? Thank you in advance.

[Teken]

Based on your description and testing it appears the battery needs to be replaced. The average service life is 2-5 years based on usage, temperature, and environmental conditions.

If your unit falls within this time frame the battery is likely EOL. Pull the battery cartridge out and measure the surface voltage and write it down.

Let the battery cartridge sit for 72 hours and measure the voltage again. If the battery is good the surface voltage will only drop by 0.1 ~ 0.3 VDC.

More than likely you’ll see the voltage drops by 1-3 VDC.

Report back what you see and measure along with providing the event & data logs from the APC Power Chute software.

[manwing]

Thank you for the suggestion. I will recheck the voltage after 72 hours.

Current Results:
1. zero event
2. I am not sure how to retrieve the data log, could you please let me know where to find it?
3. observed problems in the PowerChute software:

• After running self-test today, self-test page displays the correct date, but incorrect blackout and self-test result on Current Status page
• The battery status shows 97% even when the battery is disconnected.

[Teken]

How old is this unit and battery (IF) replaced before? As stated the service life of the internal battery cartridge is 2-5 years based on usage, temperature, and environmental conditions.

Its probably safe to say the battery needs to be replaced if it’s within the 2-5 years. You’ll note in the APC Power Chute software it indicates 3 years is the ideal target for replacement regardless of what the Self Test results are.

The Data Log is simply the input / output voltage, frequency, battery capacity, battery voltage, load, etc. The APC PCPE software may not have a log per say vs just displaying the above metrics.

In that case simply screen capture those metrics and upload the image to the APC Forum ensuring they are visible to be viewed.

In the interim order a new battery for the system. Once the battery arrives and it’s installed. Go into the APC PCPE software and update the battery installation date.

Wait for the battery capacity to show 100% charged (SOC). Initiate a manual Self Test than let the system recharge the cell to 100%.

Lastly, manually initiate a battery calibration with at least 30% attached load. Once complete let the system recharge the battery cartridge to 100%.

Completing this step insures the operational runtime displayed on the front LCD is as accurate as possible.

Questions - please do ask! 👍 

[manwing]

The battery voltage dropped by over 1 VDC after 24 hours, so I installed a new battery. The battery installation date in the APC PCPE software has been updated, and the self-test showed normal results.

After installing the new battery, the situation remains unchanged:

1. With the wall socket and the new battery - it appears normal when switched on, with no alarms or errors, but immediately switches off when the wall socket is unplugged.
2. Without the wall socket but with the new battery - it is unable to switch on.

Could you please share the next steps with me?

[Teken]

Just to be clear with the new battery in place and fully charged. When you remove AC Mains from the wall outlet the UPS turns off?!?

If so I would like you to do the following basic checks. On the back of the unit is a resettable breaker. Push or toggle this breaker several times. I don’t suspect anything will happen but you’re doing so just in case.

Next, your may have a fuse connected to the battery cartridge or on one of the battery leads. Pull it out and ensure you measure proper continuity when your meter is set to measure resistance / continuity.

I would expect the fuse to be fine also otherwise the system would not be able to charge the new battery or complete the Self Test. 

Regardless, you’re checking the fuse in case it’s cracked / damaged and all battery terminals are tight, sound, and corrosion free.

Brain Dead: If all the above checks are fine with no issues. Complete a brain Dead reset procedure.

Power down and disconnect all connected loads. Disconnect AC Mains from the wall outlet. Disconnect the battery cartridge. Press and hold the power button until you hear a click / beep.

You may not hear anything at all either. ☝️

Reconnect everything including the USB cable that runs APC PCPE software. Turn on the UPS and watch the results on the computer running the APC Power Chute Software (PCPE).

The Self Test should complete and the system should indicate the battery is now recharging. It will also indicate the input / output voltage, frequency, battery capacity, battery voltage etc.

Screen capture those values or better yet all the tabs in PCPE. Let me know how the system behaves after the brain dead reset process has been completed. 

[manwing]

Thank you for following up on my case.

Yes, the new battery was installed and fully charged (charged over 24hours, PCPE software shows 97% only). When I removed the AC Mains from the wall outlet, the UPS turned off.

I tried pushing or toggling the resettable breaker several times, but the results were the same.

There is no fuse connected to the battery cartridge or on any of the battery leads.

Even after completing a Brain Dead reset procedure, the outcome remained unchanged.

[Teken · Accepted solution]

Appreciate you taking the time to screen capture all of the relevant tabs. Sadly, there are no other trouble shooting steps at this point. ☹️

I would however encourage you to reach out to APC Technical Support. If the hardware is still under warranty than a replacement will be provided.

Please submit a RMA request providing the following: Purchase receipt, serial number, description of problem, and link to this thread.

Let me know how everything turns out good or bad! 👍

[manwing]

Just reached out to APC Technical Support and a replacement is under arrangement.

Much appreciated for your time and suggestions.

[Teken]

Great to hear and appreciate the follow up as to the replacement. Let me know how the new unit operates once setup! 👍

[manwing]

The replacement unit has been well received and it's working well. Thank you once again for your assistance in resolving this matter promptly. I really appreciate it.

[Teken]

Appreciate you providing what the final outcome was and closing out this thread. 👍

Rock On . . . 🤟