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"Button Error" Smart UPS SRT 5000

Discussion in Smart-UPS & Symmetra LX / RM started by Christian , 6/14/2016 10:13 AM
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  • CDG1972
    New Member New Member
    Christian 6/14/2016 10:13 AM

    Hello All,

    I have a "Button Error" on the LCD screen which is on an orange background and is interfering with the outputs to the rear of the UPS.

    There doesn't seem to be a lot about this anywhere online, on here or in the manual.

    Mr problems are:

    1. Access via Web Page to UPS on internal IP address showing following error on the web page "The Application Is Incompatible With This APC OS
    You are attempting to access an APC device.  
    The application you are trying to load is incompatible with the current APC OS. Please verify the correct firmware is loaded.

    I have upgraded the firmware to version 04.1 using the correct APC application via USB which is the latest version - still a problem.

    2. On the LCD of the UPS Controller itself "Button Error" and orange screen. When on 02.6 firmware outputs switched off. upgraded firmware to 02.9 then 04.1. Outputs now back on. When going to 04.1 the LCD went back to normal grey / blue for about 30 seconds but then back to orange "Button Error" with error bleep every second.

    I am not sure where to go next to clear this error. Does "button error" refer to a physical button problem? having updated firmware i was hoping that the error would clear or at least i could access UPS controller over the WEB on its internal ip address to try to clear the errors. The electrical outputs of the UPS are up and down at the moment.


    any help would be great. I havent tried a cold reboot as yet but i dont think this will help.



  • ChesterL
    Justine Chester
    =S= Representative
    Justine Chester 6/28/2016 3:08 PM (in response to Christian)

    Hi Christian,

    I apologize for the late reply. I would like to ask for the exact model and serial number of the UPS that has the "button error". I have experienced a similar problem a few months back and we replaced the UPS.

    From how you described it, I think we have done most troubleshooting, but for most of the SRT errors, if the cold boot (coldstart) or a restart has not cleared the problem, we need to have it replaced.

    I hope this helps.

  • voidstar
    Expert Expert
    voidstar 6/29/2016 6:50 PM (in response to Christian)

    I can't help with the "Button Error" but problem (1) with the Network Management Card should be easy to fix. Grab the latest firmware here:


    UPS Network Management Card should be near the end of the dropdown list. You're looking for (at the time of writing) SUMX 640. Update your card to that. It should hopefully resolve the "Application Incompatible" message.

  • raja.rasheed
    Raja Haroon
    Novice Novice
    Raja Haroon 6/5/2017 9:32 AM (in response to Justine Chester )

    Dear Sir,

              I am also facing almost same issue in my UPS. The Fault shown in Event logs is "local display button fault" exist. Due to which my outlet groups turned off. As i am an engineer and i have to explain my boss the root cause of shutdown of load which i cant find other then the issue "local display button fault". Kindly tell me some solid reason about this fault.

    Thanks & Regards

    Raja Haroon Rasheed

  • liamg
    =S= Representative
    Liam 6/5/2017 1:28 PM (in response to Raja Haroon)

    Hello - 

    The "Button Error" is a physical issue with the button on the LCD display of the UPS. In some earlier firmware revisions you may see an unexpected behavior where this will cause the UPS to turn off the output power. If you are running the latest firmware (which is likely 4.1) the UPS will just report the error and it will not affect the output power of the UPS. If your UPS is reporting this error and is under warranty, you should contact your local tech support team for further assistance.

  • alexey_323
    New Member New Member
    Alexey 10/12/2017 6:38 AM (in response to Liam)


    I had same situation yesterday. At night my Smart UPS STR 8000 turned off all outlet groups and showed "Button Error" warning message on the LCD display.  I made power-on, but the warning message is still present. Later I had many troubles with our equipment and with my boss. 

    Firmware Revision:

    UPS 04.4 (ID1014)

  • daveymg
    New Member New Member
    Dave 8/16/2018 10:38 PM (in response to Liam)

    I have an SRT-6000VA unit, has been installed for less than a month. Yesterday afternoon the UPS powered off the controlled outlets with "Button Error" on the display. Fortunately I was able to power it back on and then proceeded to restore our IT infrastructure back to normal operation. The display is still showing "Button Error".

    The firmware rev is ID1013UPS 04.7

    Why is this known fault still occurring on new equipment? I purchased APC as it is "the" name in UPS hardware but was hesitant to use a UPS that had controlled outlets for this very reason, I should have gone with my gut instinct.

    This is very poor quality control.

  • liamg
    =S= Representative
    Liam 8/20/2018 5:26 PM (in response to Dave)

    Hi Dave - 

    I apologize - This is clearly not a good experience to have with a new unit. Unfortunately this is a physical issue with the LCD display itself. I would suggest you contact tech support for assistance with getting a warranty replacement.


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