New UPS not working properly

amd.64_apc · ‎2021-06-29

On Monday (March 5, 2013) afternoon I bought a new Back-UPS RS 1000G. I installed on Monday evening (March 5, 2013).

I installed APC PowerChute Personal Edition 3.0.2 and ran a battery self test which passed. The battery level was at 63% but charging. The next morning I checked its status and the battery level was at 18%. Wednesday evening it was down to 0%. However all the while the status of the battery is charging. The power for the utility company has been on the entire time with exception to a 5 second black out on Tuesday morning which all of my UPS's recorded.

On Wednesday evening PowerChute was reporting that there was an internal fault in my UPS but it is not now, I just tried running a battery test a few minutes ago, and I received an error that a self test could not be run at this time.

Is the issue with the UPS its self or the battery?

This is on a Windows 2008 32 bit system with 3 gig of RAM.

BillP · ‎2021-06-29

Yes, if the retailer will do that. It may be quicker but we never generally send you back to the retailer to find out they won't help. Many will do that for you though since you just bought it so you could try it first.

See Answer In Context

BillP · ‎2021-06-29

Can you tell me the firmware version of the UPS? And the model off the white sticker on the back of the UPS is BR1000G, correct?

amd.64_apc · ‎2021-06-29

The firmware is version 869.L3.D

I cannot verify that the model is a BR1000G, that is the model number that was the box though.

BillP · ‎2021-06-29

Hello again. I believe there is an issue with the UPS that requires a replacement unfortunately. I'd suggest you contact APC support via email or phone and explain the issue or just refer them to this thread where I authorize a replacement. If you have any issues with that, let me know.

They will require the model off the white sticker though with the UPS serial number which the serial number is at least visible in the software though so just be prepared for that. I don't know that the exact UPS model is reported in the software though.

amd.64_apc · ‎2021-06-29

Because I have not had the UPS even a week yet, can I return it to place of purchase for a replacement or refund?

BillP · ‎2021-06-29

Yes, if the retailer will do that. It may be quicker but we never generally send you back to the retailer to find out they won't help. Many will do that for you though since you just bought it so you could try it first.