UPS still on battery but DCIM alerted returned to normal

[DCIM_Support]

Hi All,

Recently we observed that whenever there is a power failure and the UPS is on about battery which is about to drain, a "returned to normal alert" is being sent from DCE but the UPS is still on battery when checked.

When we accessed the logs of the UPS from and until it completely shutdown, there were no indication that the power was restored not it returned to normal.

Has anyone encountered the same issue?

Regards,

Mark

(CID:131965754)

[DCIM_Support · Accepted solution]

Dear Mark,

I would suggest to ensure that the UPS NMC firmware is up to date. 

Is this an APC product or third party UPS NMC?  May I know the UPS model and its NMC firmware version?

What is the DCE version? Is this happening to specific UPS model or all the UPSs? 

Regards,

Bala

(CID:131965805)

[DCIM_Support]

Hi Bala,

All the NMC firmware are up to date.

We have the APC SMT2200i and the APC SMT1000i models.

Just now as i am replying to you, the same thing is happening.

DCE Version 7.5.0 and it is happening in all the models.

Regards,

Mark

(CID:131966656)

[DCIM_Support]

Hi Mark,

I didn't see this issue before. I suggest you to check if priority scanning for these UPS enabled on DCE software under Device Scan Settings. 

Ensure DCE date, time and timezone are correct as per your region which can be found under Administration Settings. 

If possible, please download and share the event, data logs and config.ini of any Smart UPS which is having this behavior on DCE. Please download these logs through FTP method by following the procedure mentioned here. Please check the date and time settings are same on NMC as the DCE before downloading the logs. 

And also download the Show Alarms History of the UPS recorded in DCE software. You can download and export the alarms of the UPS in DCE by right clicking on the UPS in DCE and selecting "Show Alarms History" option in DCE software. 

With the logs, we can compare the sequence of events which can give some idea. 

regards,

Bala

(CID:131966642)

[DCIM_Support]

SMT1000i.csvconfig.inidata.txtevent.txt

Hi Bala,

Please find attached documents.

Regards,

Mark

(CID:131966650)

[DCIM_Support]

Dear Mark,

I could download only the event logs of the UPS. As per the event logs, I noticed that UPS was on battery power on 05/27/2018 18:25:08

05/27/2018 18:25:08 Device UPS: On battery power in response to distorted input. 0x0109

The UPS NMC recorded the following event on 05/27/2018 19:21:14 which could have cause the DCE to send return to normal email alert. 

05/27/2018 19:21:14 Device UPS: No longer on battery power. 0x010A

If possible, please verify this UPS "Show Alarm History" on DCE software, and check if the sequence of events matches. Please make sure that the date and time settings are same to compare the sequence of the events. 

As you are aware, DCE polls the Smart UPS NMC via SNMP protocol, and if the priority scanning is enabled, then the DCE can show the alarms even though the alarm occurs in between device scan setting. 

In order to verify the operation of both DCE and NMC, I suggest you to do a simple test, and see if it works fine. 

Step 1: Make sure that the Smart UPS is online

Step 2: Make sure that the DCE shows no alarm or online status for the UPS output state

Step 3: If possible, allow the UPS which is powering non critical load to work on battery mode(do this test when the battery is fully charged)

Step 4: Allow the UPS to work on battery mode for some time and see if the DCE shows that the UPS is working on battery mode

Step 5: If DCE shows the on battery mode alarm, then restore the utility power to the Smart UPS and check if the NMC web interface shows the UPS operation online, and then check if DCE shows return to normal from battery operation. 

As far as I know, I don't think DCE can show false alarms for the Smart UPS, and it can show the alarms what the device reports via SNMP. 

Secondly, I noticed that Smart UPS NMC latest firmware version is 6.5.6. Therefore, I recommend you to upgrade the NMC firmware to the latest firmware version 6.5.6. 

SFSUMX656

You can download the NMC firmware from the below link and run the firmware utility for this UPS or you can upgrade it through DCE. 

http://www.apc.com/in/en/tools/download/index.cfm

I do not think that this issue is related to firmware as I didn't see this issue in earlier firmware revision also. However, it is recommended to upgrade the firmware to the latest firmware version. 

(CID:131966638)

[DCIM_Support]

Hi Balaraman Jagadeesan,

Thank you for your reply.

Yes, I have verified the sequence and from the history/logs it really alerted that "UPS is no longer on battery" which is odd since it was still on battery. I agree that the issue may not be related to the firmware, however these events were observed or started happening only after updating the DCE to 7.5 and the NMC to 6.5.0. 

As recommended, I am currently updating the the firmware of the NMCs to version 6.5.6 and once done, we will be doing the test as suggested.

Will let you know the results once completed.

Regards,

Mark

(CID:131967006)

[DCIM_Support]

Hi Balaraman Jagadeesan,

I have updated the NMC card and tested in one of our UPS' and still the returned to normal alert is being sent by the NMC card. We noticed that in the event logs, the UPS state went to No Longer on battery power and i assume that this is the cause of the returned to normal alert.

Have you encountered this before?

Why is the UPS stating that it is no longer on battery power while the mains is not restored?

Please advise.

Many Thanks,

Mark

(CID:132651633)

[DCIM_Support]

Dear Mark,

I hope you are doing well. 

Yes, you are correct. UPS: No Longer on battery power is the cause for the DCE to trigger an information alarm that the UPS return to mains operation. 

How are you sure that the mains or input power was not restored when this event recorded on NMC? Did you do a manual test by disconnecting the power to the UPS, and allowing it to operate on battery? 

If this event was recorded even though the input power was not restored, then this issue is related to the UPS, NMC etc., not related to DCE software. As per the device, DCE gives an alarm based on the SNMP response. 

In this case, I would suggest you to contact your regional technical support with the UPS NMC event, data logs so that they will further work on why Smart UPS recorded the above-mentioned alarm which is marked in orange even though the input power was not restored. 

I have never seen this issue in Smart UPS online NMC cards. UPS: No longer on battery power normally recorded by the UPS NMC after the power has been restored. 

(CID:132651805)

[DCIM_Support]

Hi Balaraman Jagadeesan

Thank you for your response.

Yes, we did a manual test on the UPS and let the UPS battery drain just to see if the same returned to normal alert will be generated/sent.

I agree, with you that this is not DCE related.

Many thanks and best Regards,

Mark

(CID:132652272)

[DCIM_Support]

Glenn Mark Hi Gleen, I trust you are doing well. I have got a suggestion while the UPS issue is addressed for the mentioned problem. I suggest you to create a custom threshold in DCE for these Smart UPSs as a work around for on battery or UPS status so that you will be notified if the UPS is working on battery mode for more than allowed time on battery mode operation. 

I hope this helps. 

Regards,

Bala

(CID:132654200)

[DCIM_Support]

Hi Balaraman Jagadeesan,

Sorry for the late reply. I've been busy lately.

Thanks for your suggestion. We will try and test it out.

Many thanks.

(CID:132654713)

[DCIM_Support]

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