Smart-UPS 500 (SCL500RM1UNC) no power on switched outlet groups

[Fred.]

Hi,

I have a new Smart-UPS 500 (SCL500RM1UNC) and I'm unable to get power on

Group 1: Outlet Group 1 On
Group 2: Outlet Group 2 On

They are both switched on and there is no power on the outlets. Same when I switch them off.
The battery is fully charged and the UPS is in normal state and connected to the grid.

With my other UPS'es (other models) this works perfect.

The unswitched group has power and works perfect.

Main: Unswitched Group On

Is this normal? I'm trying to find out if this one is defective or if I'm missing something.

Kind Regards
Fred.

[BillP]

@Fred. 

If the outlets show that they are on and no AC is available you should contact local Schneider Electric  technical support for assistance.

Local support contact information will be found at this link.

https://www.apc.com/us/en/support/contact-us/index.jsp

You may need to change the region in the upper left of the contact us web page. 

[Fred.]

Hi Bill,

Thanks for your reply.

I contacted support and I have done that before with another issue but I usually get no reply or sometimes months later...
APC Support really sucks here that's why I tried it here.

Kind Regards
Fred.

[BillP]

@Fred. 

I am sorry you are experiencing this inconvenience. 

1. Have you verified the battery is connected correctly?
2. Is the unit connected to the local network, and if so, does the network card report the UPS on and output on?
3. Is the UPS connected to the SmartConnect portal, has it been registered, and what is the product ID?

[Fred.]

Hi Bill,

See the inline reply

Have you verified the battery is connected correctly?
Yes, Visually checked it and it reports healthy.

Battery Status
State of Charge
100.0 %
Battery Voltage
15.7  VDC
Health

 OK

UPS Input

Input Voltage
228.1  VAC @  50.0  Hz

Is the unit connected to the local network, and if so, does the network card report the UPS on and output on?

Yes

UPS Output
Output Voltage
229.9  VAC @  50.0  Hz
Load Current
0.0  Amps
Output VA
0.0 %
Output Watts
0.0 %
Output Energy Usage
17.38 kWh

Outlet Group Status
Group State
Main: Unswitched Group On
Group 1: Outlet Group 1 On
Group 2: Outlet Group 2 On

Only the unswitched group has power.

Is the UPS connected to the SmartConnect portal, has it been registered, and what is the product ID?
No it's not connected to the smartportal and not registered.

About UPS
Model
Smart-UPS 500
SKU
SCL500RM1UNC
Serial Number
5S2112T52850
Firmware Revision
UPS 02.5 (ID1029)
Manufacture Date
03/28/2021
Apparent Power Rating
500  VA
Real Power Rating
400  W
Battery SKU
APCRBC167-LI

[Fred.]

I called support again today and was promised they are going to take up the case.
Let's see if I hear something back from them in the next days. 

[BillP]

Hi,

The SCL5000RM1UNC is designed for 

Input frequency

47 - 63 Hz

Input voltage range for main operations

92 - 139V

If your input voltage is 228.1 the UPS will not work. If you are located in an area the normal AC is 50 Hz, 230V you should be using a SCL500RMi1UNC

https://www.se.com/ww/en/product/SCL500RMI1UNC/apc-smartups-c-lithium-ion-short-depth-500va-230v-wit...

[Fred.]

Hi Bill,

It's a SCL500RMi1UNC. But there is something wrong with it.
I send them logs and screenshots.
They agreed to swap it.

Just waiting to hear when they want to do the swap now.

[Fred.]

I see what's going on now.

The box and the back of the device says it's a SCL500RMi1UNC but the SKU says SCL500RM1UNC

I guess this device was made on a Monday morning 😛

Also the Quality Assurance test is not signed. but passed. And it reports SCL500RMi1UNC

[Fred.]

I received a new UPS today same model but this one is working perfectly.

Thanks everyone 🙂