Trying to update firmware on my SMX unit - Receiving Rated Output Voltage set failed.

[kevdog]

Hi - I own an APC UPS-X1500

Here are the details:

Model

SMART-UPS X1500

SKU

SMX1500RM2UCNC

Serial Number

AS2143166791

Firmware Revision

UPS 02.0 (ID1031)

Manufacture Date

10/31/2021

Apparent Power Rating

1440  VA

Real Power Rating

1350  W

Internal Battery SKU

APCRBC115

External Battery SKU

SMX48RMBP2U

Looking up the firmware for this unit, It looks like for SMX 1031, the latest version available is 15.5 as taken directly from this document: https://download.schneider-electric.com/files?p_File_Name=APC+Smart-UPS+Firmware+Versions+and+Releas...

I've found the download site for the firmware: https://www.se.com/us/en/download/document/SPD_SCL-0005A_EN/

I downloaded SMTSMX1031UPS_15-5.enc and using the web interface uploaded to the device.  When attempting to install the firmware I'm getting:

Please complete or correct the fields highlighted in bold red below

• Rated Output Voltage set failed.

I'm not sure how to fix this.  I've gone to the unit and through LCD tried to set Ouput Voltage but I can't find any option to this.   

Can you help?

[Teken]

What is the current status of the UPS?!? Show me a photo of the front and back of the system and the labels indicating input / output voltage.

How did you connect to the system to update the UPS Firmware?!? The only recommended method is directly via RJ50 -> DB9 (RS232) serial connection using the supplied proprietary cable or one you’ve made and validated as working.

Any other method is a disaster waiting to happen. 🤦‍♂️

Questions Ask . . . 👍

[kevdog]

I'd show you a picture of the input and output voltages however there isn't anything indicating the input and output voltages.  I'm trying to update the unit via the UPS Network Management Card 3 interface.  This seems to be a method supported by the documentation as listed above.  

[kevdog]

I don't have anything on the unit that is specifying the input and output voltages. Where do I find this information?  It's not on the LCD screen.

I'm using the NMC v 3 to attempt to flash the firmware as recommended by the documentation referenced above.

[Teken]

This information is marked and indicated on the rear and top of the system.

As it relates to upgrading the UPS Firmware it must be completed using the supplied RJ50 -> RS-232 (DB9) Serial cable.

Given the unit is not in warranty you risk bricking a perfectly working system with no recourse. 

You need only perform a search on this forum and Internet to affirm the same. Keeping in mind this also assumes you’ve met all prerequisites and requirements as outlined in the APC FAQ.

Questions Ask . . . 👍

[kevdog]

Responses like this make me a little upset.  The system should not be so fragile to not except a firmware update and brick.  I can update bios on computers and flash firmware on other devices yet this device seems to come with a warning.  The supplied documentation also suggests to upgrade to the latest firmware.  In terms of the actual process of flashing the firmware, I'm going to quote directly from the documentation:

"There are several ways to obtain and install UPS firmware. The recommended and most reliable method is to use the Smart-UPS Firmware Upgrade Wizard, via a serial or USB connection. • For most models, see FA279197 for details. • For SRC series models, see FAQ000239180 for details. However, there are alternative methods that may be more convenient: • Using the SmartConnect web UI • Using the NMC’s web UI, see FA170679 for details. • Using the NMC’s CLI, see FAQ000242942 for details. Notes: 1. Some UPS FW versions prevent UPS firmware updates from the SmartSlot (e.g., NMC) and others allow configuration of which interfaces can be used to update UPS firmware. See FAQ000244385 for details. 2. All UPSs allow firmware updates to be installed when their output is off. Newer models also allow firmware updates to be installed when their output is on. See FA279197 for details"

So in essence you're telling me not to use the supplied alternative more convenient method.  Why design alternative methods if they can't be used, and if trying to use an alternative method why am I getting a voltage warning?

I appreciate your help and your wisdom trying to help me out, but I'm also dismayed that something as usually simple as flashing firmware is more complicated than it should be and that methods offered listed in the official documentation aren't actually recommended or advised.  

[Teken]

Everything you’ve stated is factually true and the entire Internet agrees with you including myself. ☝️

Regardless, I am offering you my personal advice and 35 plus years of experience having tens of millions of APC products under my control and management.

The only recommended method to update the UPS Firmware is directly via the RJ50 port on the back of the system using the supplied APC (proprietary wired) serial cable or one you’ve made and validated as working.

Even when this is used all other prerequisites and requirements must be in place and met as outlined in the APC Firmware FAQ.

Even when all of the above is met you have a better than 50% chance of bricking a perfectly working system!

Hence why this critical procedure must be guided live over the phone with APC Technical Support while the hardware is (In Warranty) as they can assist you in a RMA should the upgrade brick the system. ☹️

Regardless of all the above what is the current status of the system?!? If working than only you can decide to move forward or not.

If the system is (NOT) working because the firmware upgrade failed your options are extremely limited at this point.

Let me know either way and provide those photos of the top and back of the unit.

Questions Ask . . . 👍