Firmware Upgrade Issues

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Issue 1: Check UPS State - UPS state is not compatible with firmware upgrade

The UPS is not in a state that permits firmware upgrade. Visit the UPS Status page in the Web Portal and check the UPS' Operating Mode to ensure no concerning UPS states are present. If no blocking Operating Modes are displayed, check via the UPS LCD.

Resolution

• Ensure the input power to the UPS must be stable, and within the thresholds of High and Low output voltage. These values are configurable via PowerChute Serial Shutdown, or via the UPS LCD. See the UPS Operation Manual for options on configuring Low and High output voltage values.
• Ensure the battery is connected to the UPS. See the Installation Guide of your UPS for more information.
• Ensure there are no Critical or Warning level UPS events in progress, with the exception of the "Site Wiring Fault" event. UPS firmware can be upgraded in the presence of a Site Wiring Fault.
• Certain Informational events should also be resolved before initiating an upgrade, including "Load Shedding" and "Outlet Control" related events.
• Ensure network communications between Schneider Electric cloud services and the UPS are established, active and stable. See UPS Connection to the Cloud Issues for more information. 
• Ensure the UPS output power does not have a pending state change. For example, the following would prevent a firmware upgrade commencing:

– A command to restart the UPS via the UPS display

– An active UPS shutdown sequence

– Active Load Shedding

In any of these cases, turn off the UPS at the display before initiating a firmware upgrade.

• If firmware upgrade with output power off is required by the UPS model, turn the UPS output power off at the UPS display.
• If you cannot initiate a firmware upgrade via the Web Portal, navigate to FW Update Interfaces > SmartConnect on your device’s LCD screen and ensure the setting is enabled.

Once the UPS status that prevented firmware upgrade is resolved, click on View Upgrade on the UPS Status page in the Web Portal to initiate the upgrade.

NOTE: For UPS models with a SmartConnect Ethernet port, firmware upgrade can also be initiated via the UPS display.

Issue 2: Upgrade Not Started - Firmware upgrade could not be started

The firmware upgrade cannot be initiated because network communications between Schneider Electric cloud services and the UPS have been lost, but a "Communication Lost" event has not yet been triggered (i.e communication has been lost for less than 17 minutes).

Resolution

• Check that the network cable is connected to the SmartConnect port of the UPS.
• Check that the network cable is connected to a network switch, and make sure that the network switch has an active internet connection.
• Click the Retry Upgrade button. If the upgrade error persists, click Cancel, and see UPS Connection to the Cloud Issues for more information.

NOTE: There is also the possibility that the upgrade has occurred successfully in the background. You can check this in the Event Log for the “Firmware Version up to Date” event, or you can check the UPS Status > Firmware section for the new version with the text “Your firmware is up to date with the latest version”.

Issue 3: Timeout Error - Firmware upgrade could not be started

The firmware upgrade cannot be initiated because Schneider Electric cloud services cannot connect to the UPS. This issue may occur when Schneider Electric cloud services are experiencing a temporary service interruption or when the network communications between Schneider Electric cloud services and the UPS have been lost, but a Communication Lost event has not yet been triggered.

Resolution

• Check that the network cable is connected to the SmartConnect port of the UPS.
• Check that the network cable is connected to a network switch, and make sure that the network switch has an active internet connection.
• See UPS Connection to the Cloud Issues for additional connectivity troubleshooting options.
• Click the Retry Upgrade button.
• If the upgrade error persists, contact APC Customer Support.

NOTE: There is also the possibility that the upgrade has occurred successfully in the background. Check for the “Firmware Version up to Date” event in the Event Log.

Issue 4: Upgrade Error - Firmware upgrade status cannot be confirmed

The firmware upgrade is in progress, but the UPS is taking longer than 17 minutes to re-establish communications with Schneider Electric cloud services. 

Resolution

• Check that the network cable is connected to the SmartConnect port of the UPS.
• Check that the network cable is connected to a network switch, and make sure that the network switch has an active internet connection.
• Check the LCD display of the UPS, and note the firmware version, and any UPS errors.
• If the issue persists, contact APC Customer Support.

Issue 5: Upgrade Error - Upgrade could not be completed

The firmware upgrade was initiated, but could not be completed and the firmware version remains out of date. 

Resolution

• Check the UPS Status page for Critical or Warning level UPS events. See UPS Events for information on how to resolve a Critical or Warning level UPS event.
• Check the UPS LCD display for a UPS state that may affect UPS firmware upgrade completion. See Issue 1 above for for more information on UPS states that prevent firmware upgrade completion.
• Once the UPS is in a state that permits firmware upgrade, run the firmware upgrade again.
• If the firmware upgrade does not complete, it may be necessary to use the Firmware Upgrade Wizard to upgrade the Firmware of the UPS. See Knowledge Base article FA164737 for more information on the Firmware Upgrade Wizard.

Issue 6: Lost Communication and PowerChute

During a UPS firmware upgrade, network communications to the UPS are interrupted for a few minutes. If you are using PowerChute Network Shutdown or PowerChute Serial Shutdown to manage your UPS and you have configured a shutdown sequence to occur in the event of lost network communications, it is important to note that performing a firmware upgrade via Schneider Electric cloud services interrupts network communications, which may trigger any shutdown sequences configured in PowerChute for that event.