Smart-UPS SRT 3000 web-interface shows critical alarm (Battery needs replacement) but Battery System Status shows everything ok

[Sugus]

Our Client has a Smart-UPS SRT 3000. The web-interface shows a critical alarm in the top right corner, that the battery needs replacement (the last battery replacement apparently was 14 months ago). But when i check under Status -> Battery System ; the internal pack shows health and status as OK. I did a Self-Test as well as a Calibration which both passed. But the critical alarm in the top right corner is still showing.

Are there some specific steps i have to do to reset the critical alarms present or is there a possibility that something is wrong with the battery / UPS?

[Teken]

When the alarm is presented there should be several options. One is to clear the active fault vs just silencing the fault.

You’ll obviously select the other option vs the one you chose before. 

In the worst case scenario you can change the battery installation date by one month either via the LCD or NMC in the field you showed in your screen capture. 

NOTE: You’ll really want to confirm the battery’s cartridge was indeed physically changed out. As many IT professionals simply reset the counter as seen in your image capture to save finances / time! 🤦‍♂️👎

The battery cartridge has a production serial number. Unless the cells were replaced instead of replacing the entire cartridge that is the actual build date.

Let me know what you find and the next steps you take to resolve the issue. 

[Sugus]

I don't see any options to clear or silence active faults. Where would i find those? (or is there a telnet command for that. couldn't find anything so far)

Tried to change the battery installation date like you suggested, but that didn't make a difference.

I can't be 100% sure that the battery was changed, but i see a log-entry that the battery was disconnected at the same date as the battery installation date. so i guess it really was replaced.

thank you for your help

[Teken · Accepted solution]

A few questions and possible answers below.

Cartridge: Have you physically inspected and verified the battery cartridge is fine while taking the proper measurements?

Do you have a spare to insert to see how the unit behaves? If the message clears upon inserting a brand new cartridge the prior cartridge was faulty / End of Life.

Reboot: Have you tried to reboot the UPS to see if the fault clears?

Brain Dead: This procedure will clear possible errors in the units MCU. This will NOT resolve any battery issues that may be present such as an expired cartridge etc.

Disconnect all loads. Remove AC Mains from the wall outlet. Disconnect the battery cartridge. Press and hold the power button until you hear a click / beep.

You may not hear anything at all either.

Reconnect everything (except) the battery cartridge and loads. Power on the unit and let the system complete the POST.

The system will obviously declare a fault about a missing (disconnected) battery cartridge. This message should be present if not - Stop!

If the message is present insert the battery cartridge. The system may ask you to confirm this is a new battery cartridge. You can take a gamble and say no. But you can also say yes and the system will reset the internal counters and charging parameters.

Once that is done initiate a manual Self Test using the LCD. Do not use the NMC to initiate the Self Test!

Report back what happens and your observations.