PM8000 firmware/software cannot startup

[Arsyad_Azhari]

Dear All, i have a problem with my PM8000, IT CANNOT STARTUP AFTER I CHANGE THE FIRMWARE VERSION. i follow the attached TVD to generate Harmonic Report from PME software, but the result is My PM8000 being Error like this at the first trial, i got error or unfinished firmware uploads. then i try again, and it completed and finished with no error. after few minutes from changing the firmware i turn off the Meter, then i try to turn it On again few hours later, but it Error and Cannot startup. any advice ? is there any support or claim that i can do to schneider electric ?

[Tom_Stevenson]

Hi Arsyad - just checking if there is a support ticket logged for this that will help us help you get this resolved.

Thanks in advance !

Tom

[Arsyad_Azhari]

Dear Tom Sorry, am i have to get/buy support ticket ?

[Fabricio · Accepted solution]

Hi @Arsyad_Azhari the best venue to ge assistance with your device is through the technical support team. You can find the right contact on the Schneider Website or usinf the mySchneider app.

https://www.schneider-electric.com/en/work/support/country-selector/contact-us.jsp

@ChenLiang can you assist with the technical support case and escalation?

Thank you,

Fabricio

[Tom_Stevenson]

Hi Arsyad - let us know how it goes !

Tom

[Arsyad_Azhari · Accepted solution]

Hi Tom,

Sorry for late reply,

i've been contacted by Usha (Global Expert Techincal Support)

he said, it's Bootloop and need to be RMA

we are processing on it

[Arsyad_Azhari]

Dear Tom, Fabricio, and ChenLiang

in RMA Process is it can be different result ?

because, Usha from Global Support say it is a Bootloop when i send him a video about my PM8000 condition,

but, when i return or RMA it to local (Schneider Electric Indonesia), they say the power circuit is broken.

i don't know who is right ?

they (the local schneider electric team) say it is mandatory to use UPS while doing this process,

but i didn't see that instruction (to use UPS) in the TVD documentary.

can you help ?

@Tom_Stevenson , @Fabricio , and @ChenLiang 

[Tom_Stevenson]

Hi Arsyad

It is difficult to know based on the limited information we have, but there are multiple causes of bootloops, and if the power supply is broken, that could potentially be problematic.

I will tie in @Matt_Curry on the documentation - the firmware upgrade process should survive a power cycle.

Tom

[Matt_Curry]

Hi Arsyad,

Can you please let us know your case number and I will work with the groups involved to ensure you get clarity of the issue you are seeing.  Just the case number, and then we can ensure you get the information you need.

[Arsyad_Azhari]

Hi Matt,

this is my case number

Case ID #: 56827719

everyone, thanks you for your help and assistance