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SURT6000XLT + AP9631 - NO UPS FOUND | UPS Management Devices & PowerChute Software

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SURT6000XLT + AP9631 - NO UPS FOUND

Discussion in UPS Management Devices & PowerChute Software started by Lenny , 5/23/2020 6:33 AM
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Please review Schneider Electric Knowledge Base articles for assistance with most technical support questions.  http://www.apc.com/us/en/faqs

Posted in: General

SURT6000XLT + AP9631 - NO UPS FOUND

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  • lennyburns

    I know this has been asked a ton, but I have done all i know how to do.

    Braindead unit, reboot, reset, reflash (SmartUps and Symmetrix), etc.

    No UPS comm.

     

    Screenshots of device via HTTP & Serial Console attached.

     

    Look at that >> Name : apc5DD4D4

     

    THAT'S weird, yes?

  • wpasquil

    Hi,

    One other test you can try if you have a second Smart-UPS is to transfer the AP9631 to the second Smart-UPS. If AP9631 recognized the second Smart-UPS that will tell you the issue is with the SURT. If the AP9631 does not recognize the second UPS that will tell you the card is the issue. If the card is the issue try re-flashing it using the bootmonitor. See Schneider Electric FAQ FA293874 

  • lennyburns
    This discussion is marked as answered

    Thanks for the advice Bill.

    However, it's been a while since this issue appeared and during that time we discovered that the logic board inside the inverter was affected by a power input issue during installation.

    The problem was tracked down to the actual ROM chip on the board being "non-functional" in some way.

    We swapped the logic boards from an identical working unit to discover this.

    For kicks, I swapped the ROM since the ROM on the (identical) bad logic board was newer.

    It turns out that the issue followed the ROM!

    Replacing the bad ROM with one from a scrapped unit elsewhere brought the unit back online fully and it now functions as expected in every way.

    I hope this helps someone out there because this one was a real puzzle!

     

    Now I'm wondering if simply re-flashing this ROM chip would restore it to proper function too.
    (Not that I have a way to flash it, nor do I have the SURT UPS firmware image to flash it with.)

    :)

  • Bartolo

    Sorry to post this as a reply to this thread, but the post new discussion button doesn't seem to be working on the site currently, it just gives "Application Error". Bill, can you look at this?

  • kahml

    I found that to be exasperating as well and called Partner Support on June 4.

    Case: 70375192 

    Documented with images from Firefox - also occurs in Chrome.

    On 6/5/2020 5:47 AM, Bartolo said:

    Sorry to post this as a reply to this thread, but the post new discussion button doesn't seem to be working on the site currently, it just gives "Application Error". Bill, can you look at this?

     

  • kahml

    Issue appears to be fixed.

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