Smart 1500 X UPS Overvoltage alert

[Anonymous user]

Hi,

We have many number of UPSs within our organization and almost all the UPSs have the following metioned issue.

The UPS generates alerts stating that a high input voltage is detected and the high transfer voltage configured in the UPS is 257 V.
according to the event log, the input voltage is around 250 V at all times.

but whenever the input voltage level is checked using a multimeter ( True RMS ), the Voltage is shown as 240 V ( or less ).

I am not sure the exact reason for this and expect your help to resolve this.
The UPS which I am currently testing has the latest firware ( v 5.1.6 )

Thanks,
Kumara

[Anonymous user]

Hi juangele,

Sorry for the late response.
Actually I live in Australia and contacted APC support centre here and they provided me the firmware upgrade tool.

Now the UPS is running on version 3.8.

but still I experience the issue which I had earlier
( i.e - the input voltage displayed in the UPS ( 250 V ) is always higher than the voltmeter reading ( 240 V ) )

So I am not sure the reason for this and I believe that the voltmeter is functioning properly
( checked with two different multimeters )

Is there a debugging mode in the UPS that I can use to troubleshoot this further ?

In addition, when we purchase new UPSs and NMCs, wer receive them with old fimware revisions and we always have to upgrage them manually.

Is this normal for all the purchases or can I ask our local vendor to ship them with the latest firmware version ?

Thanks,
Kumaraw

[BillP]

if you believe the UPS is not measuring properly then it is possible it could require a voltage calibration. this would require your UPS replaced since a user cannot do that. i think that verifying with the voltmeter (or two) is the only thing that you could do to rule out the UPS or the wrong input voltage. if you had another UPS, you could install it and try it in the same location too to be 110% sure it is this particular UPS that is not measuring properly.

NMCs are flashed at the factory with the latest firmware possible. sometimes vendors have older stock and sometimes firmwares are web release only. i am not sure if your vendor can update to the latest but it is doubtful. these can be mass upgraded by using the tools here ->http://nam-en.apc.com/app/answers/detail/a_id/8522 if you have a lot of cards. otherwise, you will just need to update on your own since there is generally a delay in when the latest version cards get to the end users since they go through distribution, etc

[Anonymous user]

Hi Kumaraw,

Kindly provide the exact model number of the unit?

When you say 516 firmware version, are you looking on the NMC. Kindly check the UPS FW of the UPS via the NMC or thru the LCD.

I would also like to share this kbase to you. - [Answer ID 11333|http://nam-en.apc.com/app/answers/detail/a_id/11333/kw/High%20Input%20voltage]

[Anonymous user]

Hi juangele ,

Thanks a lot for your prompt response.

The model of the UPS is - Smart-UPS X 1500 and the firmware version is - ID11UPS 03.1 .
Do I need to contact APC customer care centre to get the fimware or can I download it from APC website ?

Thanks,
Wipua.

[Anonymous user · Accepted solution]

Hi Kumaraw,

It's our pleasure to help you with your concern.

I would suggest you to call our hotline number 800-800-4272. Our technical support engineers should be able to assist you with the upgrade.