Support Request for SMT1500RMI2UC - Unexpected Shutdown Events & Log Access

[patrick.beck]

To whom it may concern,

We are writing to request support for a recently purchased SMT1500RMI2UC uninterruptible power supply (UPS), which has experienced two unexpected shutdown events.

The device dashboard only shows a generic event log for the shutdown and does not provide any detailed information regarding the circumstances of the events (e.g., specific voltage fluctuations, load conditions, or other triggers). This lack of detail prevents us from effectively diagnosing the root cause. Furthermore, we have not yet configured a graceful shutdown for connected equipment, so the abrupt shutdowns are causing significant operational disruption.

Our primary goal is to understand the cause of these shutdowns to prevent future occurrences. Could you please provide guidance on how to access more detailed diagnostic logs?

Any assistance you can provide in troubleshooting this issue would be greatly appreciated.

Thank you,

Patrick Beck

i.A. Wiesbadener Jugendwerkstatt gGmbH

[Teken · Accepted solution]

There are several options depending upon what hardware is in place and setup.

LCD Menu: The LCD will provide basic information as to the last ten faults in the logs.

Power Chute: If the system is connected to a computer running PCSS application all the metrics and logs can be viewed and downloaded.

NMC: If the system incorporates a NMC 2 AP9630, 31, 35. NMC 3 AP9640, 9641 etc all the relevant metrics can be viewed and logs exported such as Event, Data, UPS, APC Diagnostic.

Smart Connect: If the system is enrolled and connected to the APC Smart Connect subscription based portal service. Depending upon subscription level some basic metrics and logs can be viewed and accessed.

Third Party: If the system is connected to NUT or similar applications metrics and logs can be viewed and retrieved.

This is especially true if the NMC is in place and the data is being sent to a NMS via SNMP.

Questions Ask . . . 👍

[patrick.beck]

First of all thank you for the fast response.

I think Power Chute seems worth a try didnt know that was a feature of that software.

And the Network UPS Tools seem interesting too. It seems like a bit of a read but i already saw some python and i worked with snmp so i might look a bit deeper into it.

Again Thanks for the pointers and have a nice day.

[Teken]

Once you have either Power Chute (PCSS) or NUT running I’d be interested to see the various logs from the system.

As a reminder SNMP is only available while a NMC is in place. This is the preferred method for local / remote management, monitoring, and control.

Questions Ask . . . 👍

[patrick.beck]

Well we did setup PowerChute and made various adjustments to the configuration (basicly disabling every kind of premature shutdown, disabled smart connect stuff, even disconnect smart connect) but it keeps performing a shutdown at around 7 am +-10min and occasionally at other times without anything mentioned in the log files.

We did some test by disconnecting the power supply manual it switched to battery just fine disconnecting the host (that runs power chute) everything  worked accordingly and produced logs as you would expect.

Also the Shutdown event didn't occurred during the 2 days we did test the ups at our IT area.

We know the power supplied at the location is not the best but during the time that got logged the Voltage (221 - 231V) and Hz (constant 50Hz) stayed well in the supported limits, as well as all other logged data (temp, batV, load, etc). We are puzzled whats the issue since an unannounced shutdown is exactly what the ups should not do. Also the turn on after reestablished power supply doesn't work either.

Would NUT be capable of producing more detailed logs as power chute? 

[Teken]

Please share the PCSS logs from the system minus any PI Data for review: Event, Data, UPS, Diagnostics. Please also provide the UPS ID from the About Tab and call out the current UPS Firmware.

I would encourage you to contact APC Technical Support to track this issue if none of the solutions / break fix identifies root cause or resolves the issue.

Doing so will also speed up the RMA process for a replacement unit if required.

Action Items: Please complete the following steps and procedures and report back the results and observations. Insure all connected loads are removed from the unit and any communications cables are disconnected such as Ethernet (Smart Connect) serial / USB to Power Chute (PCSS / PCBE).

Default: Using the LCD Menu go to Configuration -> Reset to factory default -> Yes.

Report back the results . . . 

Brain Dead: If the problem remains complete the brain dead reset procedure for the (SMT) as outlined in this APC Resource Link:

https://www.apc.com/ca/en/faqs/FA156611/

Report back the results . . . 

Static Test: While the system is connected to AC Mains. Disconnect the Anderson plug from the RBC (Replacement Battery Cartridge) from the system.

The system should immediately declare a disconnected / missing RBC but continue to run. Keep in mind this test must only be done while power quality is fine.

Should the line voltage be considered dirty the system will go into AVR mode and if it’s out of range will attempt to switch to battery only mode.

As such will obviously fail and shutdown providing you a false positive of a internal hardware fault.

The expected behaviour is baring power quality issues being present. The system will continue to operate in this state forever without issue.

Report back the results . . . 

Dynamic Test: Ensure the RBC is at 100% SOC (State of Charge). Disconnect AC Mains from the system. The system will immediately declare a loss of AC Mains and switch over to battery only mode and the internal fan will begin to run.

Time how long the system continues to operate for and pay special attention if the operational runtime drops immediately. The expected behaviour is the system will continue to run until the defined shutdown limit has been reached than power down.

If you hear any relays clicking during this process report this observation. The relays will activate when it begins to power down any other sounds during the test is unexpected.

Report back the results . . . 

NUT: The application will provide the same event / data information as PCSS.

Questions Ask . . . 👍

[patrick.beck]

Well we had to bring it back to our IT area where it worked and still works without issues, i did the reset and the brain dead thing, nothing unexpected happend.

But we have some idea what could cause the issue and even would fit the logs and why they just showed the shutdown event. 

The Serial port has some capability to force shutdown itself and its loads with no delay even to turn on again if pin 7 is pulled down(shutdown) or up(wakeup)  APC changed the previous Serial Port to a RJ-50 (10 pins) and so far i see their are a lot of speculations about how the pins relate to each other (RS-232 -> RJ-50) but we could not find any official documentation. We have reason to believe there could be issues with the power supply in that area that could cause such false signals. If it would be possible to disable the serial without taking everything apart, or if we could find some reliable source for the pin mapping. You wouldnt know where to find such information?

[Teken]

The RJ50 is a serial port and you must use the supplied proprietary RJ50 -> RS-232 / DB9 cable or one you’ve made and validated as working.

Any other standard serial / console cable will shutdown the unit. This is well documented in the user manual / Internet.

You may refer to this resource link for the pinout and to make one if for no other reason to have a spare / validation testing:

https://pinoutguide.com/UPS/#APC

Choose the specific pinout for your system before proceeding.

Questions Ask . . . 👍