Battery plugged in, battery not detected, no error.

[TG_1]

Hello all, I recently got a Back-UPS BX1500M from amazon and have been having issues.

The battery (which is installed correctly, green side on top) has not been showing up in the software and no matter how many times I reinstall the battery, it does not get detected. There aren't any warnings or errors showing up either, and don't know what could be causing this.

[Teken]

Are you sure the RBC has been installed correctly as outlined in the user manual 180’ with the power plug facing in?!? Provide a photo of the RBC while inserted inside the unit and another outside showing the RBC battery connector. Provide another photo of the inside of the battery housing with a close up of the internal battery port.

As a sanity check flip the unit 180’ and insert the RBC until you feel it bottom out and click.

You may consider performing a brain dead reset as outlined here and report the outcome:

 https://www.se.com/us/en/faqs/FA158947/

Follow up by manually initiating a Self Test as outlined in page 8. Report how the unit behaves and whether it displays a self test pass on the unit (AND) via Power Chute.

 https://download.schneider-electric.com/files?p_enDocType=User+guide&p_File_Name=BU+UM+990-5813B+MN0...

Please confirm what version of Power Chute you’re using such as v1.4 vs v1.5.

Should all the above fail to resolve the issue contact APC Technical Support.

Questions Ask . . . 👍

[TG_1]

Hello,

I did what you suggested but it didn't fix the issue.

Firstly, I did assure the battery was installed (took pictures which I'll attach) and did a brain dead reset, then did a self test.

The test did not show any pass on the unit nor through power chute, but I will note one strange thing. Anytime I turn off the UPS, it shows the battery has reconnected, but if I were to turn on the UPS, it would disconnect. It would state the same in the event log of power chute.

As for power chute version, I made sure it was the latest. Checked for updates, but I am up to date.

[Teken]

Measure the DC voltage from the RBC and report the same here. Next reinstall the RBC and apply AC Mains and wait a minute.

Now remove AC Mains from the wall outlet.

My expectation is if the RBC is healthy and installed correctly the unit will continue to operate normally for several hours while nothing is attached to the rear outputs.

If the unit turns off immediately then either the RBC is bad, not installed correctly / damaged, unit is defective.

Report the outcome and insure the computer running PCSS is (NOT) connected. Please confirm the version of Power Chute (PCSS) and Windows OS.

Questions Ask . . . 👍

[TG_1]

How can I measure DC voltage from the RBC (assuming you mean battery itself there) and how do I apply AC mains?

The OS I use is Windows 11, 23H2, and Power Chute version is 

1.5.0.301

[Teken]

Assuming the RBC was detected properly the DC voltage could known simply by looking at the LCD, Power Chute.

I gather since the RBC isn’t detected the DC voltage won’t be. 

As such you will need a multimeter set to DC Volts and simply place the meter probes on the positive / negative terminals to obtain the voltage and report the same here.

AC Mains = Power cord from the unit connected to wall AC outlet. You’ll simply disconnect the UPS power cord from the wall so the unit will run in battery only mode.

To simulate a grid down / lights out event . . . 

As stated the expected outcome is the unit will switch to battery only (Inverter Mode) once AC Mains has been removed from the wall outlet. 

In your case it might just turn off immediately as such there’s nothing else to do but contact APC Technical Support to initiate a RMA.

Given this is an Amazon purchase it’s probably easier to return the item as defective. Then just purchase another unit to see what happens and report the final outcome.

Questions Ask . . . 👍