SMX2000LVNC firmware update fails

[KevinH]

Original (now know it was a bad) idea was updating through NMC. That got it stuck in a boot loop. Got a USB-serial adapter, going in through the serial port the update wizard connects, recognizes the chassis model (suggests correct image to send), upload starts, gets to 59%, then stalls out, UPS reboots into the loop.

I’d try an older version (cant seem to find it) - or if anyone’s got a better idea, I’m all ears. At least the bootloader is alive and reachable, but it never gets past 59%

[Teken]

Power down the computer running the firmware. Connect the original USB cable that came with the unit to the UPS and computer. Ensure the serial cable is also still attached.

Boot up your computer and launch the APC Firmware. Go through all the prompts and let the upgrade process continue. If everything is working properly the LED on the unit will flash / alternate.

Also, double check on the LCD if there is an option that indicates to start the firmware process.

Let me know what you see and observe. Lastly please call out the serial number, UPS ID.

NOTE: Do not remove power or turn off the UPS!

[KevinH]

SMX2000LVNC, SN# AS2003254333

FUW launches fine, sees box, select firmware and start.

Ac light (green) and caution light (red) alternating flashing till it hit 59%, AC (green) goes out, Caution goes solid red. Then for a while caution light will flash red, box restarts, FUW says resending part 1 of file 1, process repeats until FUW gives up for too many retries.

[Teken]

This is with following the steps I outlined up above?!? Connecting both the USB & Serial cable?

Also to be clear both connections must be done at the rear of the UPS.

NOT at the NMC . . . 

[KevinH]

Having the USB cable connected starting to detect port to use makes FUW fail out because it's trying to connect via USB first. I can try to tell it to use COM4, but it checks the USB first and errors out.

[KevinH]

Yes, both connected at UPS, not NMC. I cannot start the upload with the USB connected, the FUW wants to use the USB to upload and that makes it fail detection. Once I get the upload started, plugging USB back in. Fails, but then it restarts the upload with the USB attached, that still fails. IDK what's magical about 59%, but it fails there every time. 

[KevinH]

Switched to a different computer which didn't complain about the usb being connected, same result unfortunately

[Teken]

Try the same procedure with only the USB cable. Also, the NMC must be removed during this process if (both) cables are attached to the main unit.

The very last option is to follow the instructions outlined on the APC Firmware Guide via the CLI. Ensure the baud rate, stop bit, etc are defined correctly. 

[KevinH]

It does not respond with just the USB cable. Tried XMODEM method, it dies at exactly the same point.

Can someone from APC provide an earlier firmware file (8.something??) - I know they don't recommend it, but at this point I'm in nothing to lose territory..

[Teken]

Hi Kevin,

Please submit a formal service request with APC Technical Support to obtain the firmware. Also, just to confirm you did remove the NMC from the unit when trying both methods?

On your specific model does the LCD Menu offer the option to initiate a firmware upgrade? This was something introduced in other models such as the SRT Series.

I vaguely recall this was mentioned on the newer SMT / SMX Series models too. Lastly, there’s a thread in the forum where someone was in the same situation as you and initiated the firmware via the NMC mid stream.

If I find that specific thread I’ll relay it here. 👍

[KevinH]

Yes, the NMC was out, not sure about the option on LCD.

It ended happily, but not the way I expected. Started a chat with Tech Support trying to obtain the old firmware. That was a no-go. Their suggestion was to pull the AC, and then disconnect the battery. I thought that would brick it for sure, but hey, nothing to lose. Pulled both, waited for it to drop out, then reconnected the battery. It went back into the boot loop immediately. Tried the upload again (from serial port) and it completed successfully. Can’t say I’d recommend trying this (I thought it was going to brick the thing permanently) but it worked here.

Thanks for the help.

[Teken]

Hi Kevin,

Great to hear it all worked out in the end. As you noted removing power is a huge gamble because more than 75% of the time doing so will corrupt and brick the MCU on the main board.