SMT3000RM2UC - Palapa- Dynaf Sint Maarten- assistance required

[WernerDynaf]

dear team

In 2024 we replaced 2 pieces of  SMT3000RM2UC  at the same customer because they had the error code  P.17

In about 14 months later, we received the unfortunate message from the same customer that one of the UPS's we replaced on warranty has the same error   P.17.

Please let us k now the correct way of handling this issue, warranty claim etc. also, how to contact the technical support directly from the site, since the change to SE we cannot find anything.

Please advise

Dynaf Sint Maarten

[Teken]

You should contact APC Technical Support to initiate a RMA if the hardware is still under warranty in your country which you may use this resource link:

https://www.se.com/uk/en/faqs/FA156595/

If this is a soft fault vs hard fault you may complete the following action item and report back the results:

Brain Dead Reset: https://www.apc.com/ca/en/faqs/FA156611/

In the interim this site requires a power quality audit to determine root cause. Generally speaking a P.17 relay weld error happens due to unstable power which causes the system to rapidly switch over repeatedly from line to battery.

Thus causing relay contact arcing / pitting which results in a stuck / welded relay contacts.

The fact your end client has three units experiencing the same problem indicates a serious power quality issue. If the site has a building generator that hasn’t been well maintained more than likely you’ll see that is the root cause.

If there is no generator present than it points to dirty power from the utility company. But, a power quality analysis must be performed over a minimum of 30 days to capture the needed data to affirm the same.

Please upload the following logs from the system omitting any (PI) data to insure privacy and security: Event, Data, UPS, Diagnostics.

Questions Ask . . . 👍

[WernerDynaf]

Thanks,

we also considered the dirty power.

the link you sent is for UK, can we use the link and replace UK with US ?

or use the one you provided and it will be transferred to US?

thanks

[Teken]

At the top there should be an option to select the country. If not you can use this link to contact them via Chat, Email, Telephone. If they need to transfer you to USA because the link is for Canada do so.

Scroll all the way to the bottom . . . 

https://www.apc.com/ca/en/support/

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