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Home » Spaces » Smart-UPS & Symmetra LX / RM » discussion » General » SRT5KXLI with firmware v. 04.7 , but external packs on v. 04.1

SRT5KXLI with firmware v. 04.7 , but external packs on v. 04.1

Discussion in Smart-UPS & Symmetra LX / RM started by Sultan , 9/17/2018 10:43 AM
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  • ssugirov
    Sultan
    Novice Novice
    Sultan 9/17/2018 10:43 AM

    Hello All,

    I have a question, our company received new UPS APC SRT5KXLI with version of UPS 04.7 (checked from UPS NMC card web interface), but when I trying to find this firmware in official site of APC, the latest available version for this model is 04.1.

    UPS is working fine, but I need my 2 external packs(they were been upgraded before to 04.1) recognized and identified by UPS.

    What to do? Please your support.

  • MattK
    Matt
    =S= Representative
    Matt 9/18/2018 7:06 AM (in response to Sultan)

    Hi Sultan

    Can you contact your local APC Customer Care team on +7 495 777 99 88, they will be able to send you the firmware file to update the Battery packs.

    Thanks

    Matt

  • ssugirov
    Sultan
    Novice Novice
    Sultan 23 days ago (in response to Matt)

    Hello Matt,

    Can you please send this firmware to my e-mail? My local APC Customer Care team still not send me (2 weeks passed from my request).

    I have sent an e-mail to you.

    Big thanks.

  • MattK
    Matt
    =S= Representative
    Matt 23 days ago (in response to Sultan)

    Hi

    I have replied with an updated firmware for you.  The customer care team had emailed me, not knowing I was out of the office

    Thanks

  • ssugirov
    Sultan
    Novice Novice
    Sultan 20 days ago (in response to Matt)

    Thank you!

    I'll try and inform you.

  • ssugirov
    Sultan
    Novice Novice
    Sultan 13 days ago (in response to Matt)

    Hello Matt,

    I've tried upgrade via USB with Firmware Upgrade Wizard 4.1.1 but I every time get this error (attached).

    Please your support and help.

    Thank you.

    Attachments
  • MattK
    Matt
    =S= Representative
    Matt 13 days ago (in response to Sultan)

    Hi Sultan

    If you have unpacked the firmware wizard to the default location, you should have a log file, FUW.log in C:\temp

    Could you send that to me to look at 

    Thanks

    Matt

  • ssugirov
    Sultan
    Novice Novice
    Sultan 11 days ago (in response to Matt)

    Hello Matt,

    I've sent log file to your e-mail.

    Thank you.

  • MattK
    Matt
    =S= Representative
    Matt 11 days ago (in response to Sultan)

    Thanks

    the log file shows 'UPS is not in proper state to accept file, aborting the File Transfer'

    • Can you disconnect all power to the UPS (both AC utility power and Internal and External battery packs)
    • Reconnect it again.
    • Make sure the output is turned off 
    • Try again to use firmware wizard to update the UPS with 4.8 firmware file

    Matt

  • ssugirov
    Sultan
    Novice Novice
    Sultan 11 days ago (in response to Matt)

    I've tried even via Serial, same error.

    UPS should be turned on, but output off?

    Ok, I'll try and inform you.

    Thank you!

  • ssugirov
    Sultan
    Novice Novice
    Sultan 10 days ago (in response to Matt)
    On 10/10/2018 2:42 PM, Matt said:

    Thanks

    the log file shows 'UPS is not in proper state to accept file, aborting the File Transfer'

    • Can you disconnect all power to the UPS (both AC utility power and Internal and External battery packs)
    • Reconnect it again.
    • Make sure the output is turned off 
    • Try again to use firmware wizard to update the UPS with 4.8 firmware file

    Matt

    Hello Matt,

    I think this problem due of APC battery not showing in Device Manager->Batteries.

    Do you have some instructions what to do?

    Thank you.

  • ssugirov
    Sultan
    Novice Novice
    Sultan 10 days ago (in response to Sultan) It seems that FUW ruining my USB and battery connection for Windows. When I exit from FUW it's ok all in device manager. When I start FUW, all is gone. Please send me FUW 4.1 or FUW 4.0 Thank you.
  • MattK
    Matt
    =S= Representative
    Matt 10 days ago (in response to Sultan)

    Hi sultan 

    Unfortunately I do not have access to earlier versions of the firmware upgrade wizard.  If you have a Neetwork Management Card installed it is possible to update the firmware via that also.

    Regards

    Matt

  • ssugirov
    Sultan
    Novice Novice
    Sultan 9 days ago (in response to Matt)
    On 10/11/2018 5:48 PM, Matt said:

    Hi sultan 

    Unfortunately I do not have access to earlier versions of the firmware upgrade wizard.  If you have a Neetwork Management Card installed it is possible to update the firmware via that also.

    Regards

    Matt

    Hello Matt,

    Is it safe to upgrade via NMC ?

    My UPS connected to the switch and has static IP.

    If upgrade will fail, how to recover UPS?

    Thank you.

  • liamg
    Liam
    =S= Representative
    Liam 9 days ago (in response to Sultan)

    Hi Sultan - 

    It is safe to upgrade via the NMC, however the UPS output must be turned off for that method as well. You cannot upgrade the firmware on this UPS with the output on.

    If you're still having issues with the firmware upgrade even when the output is turned off I would suggest contacting your local tech support team.

    Thanks

    Liam

  • ssugirov
    Sultan
    Novice Novice
    Sultan 6 days ago (in response to Liam)
    On 10/12/2018 9:05 PM, Liam said:

    Hi Sultan - 

    It is safe to upgrade via the NMC, however the UPS output must be turned off for that method as well. You cannot upgrade the firmware on this UPS with the output on.

    If you're still having issues with the firmware upgrade even when the output is turned off I would suggest contacting your local tech support team.

    Thanks

    Liam

    Hello Liam,

    Thank you, I've updated successfully via NMC.

    But my main issue still not resolved - external battery packs not recognizing.

    Please your advices.

  • ssugirov
    Sultan
    Novice Novice
    Sultan 5 days ago (in response to Sultan)

    One of external battery packs was recognized, Health OK, but Status Warning.

    Pack status - General error.

    NMC shows as 

    1 Critical Alarm Present
    • Battery general error for battery pack 1.    Please your help!
  • MattK
    Matt
    =S= Representative
    Matt 5 days ago (in response to Sultan)

    Hi Sultan

    Can you reply to the last email you received from our Customer care email system so the troubleshooting can be done with a customer care agent.  The forum isn't the best way of resolving these problems or is it intended for this purpose.

    Thanks

    Matt

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