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Symmetra stuck at "Please Wait"

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ocgltd_apc
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Symmetra stuck at "Please Wait"

This was originally posted on APC forums on 5/9/2011


I have a Symmetra which has been running great for 10 years. We had an extended power outage yesterday, and when power came back on the symmetra is stuck at "Please Wait..." (10 hours later)

I've tried cycling power to unit, etc. No difference. I'm in bypass mode now but need to get this online.

When I access the web management card in the unit I see "Searching for a Symmetra Power Array..."

Can anyone suggest diagnostic steps - or point me in the right direction? (The web management card is the only add-on card in the unit).

I have 2 management modules on the top shelf (main and backup), 2 battery packs, 1 power module, and the built-in stuff on the lowest shelf...

Thanks!

---------------------
In case it matters, here is some info on the web management card:

Model Number: AP9606
Serial Number: WA0010011173
Hardware Revision: G9
Manufacture Date: 03/06/2000
MAC Address: 00 C0 B7 63 C2 A7
_
Application module information
Name: sy326a.bin
Version: v3.2.6.a
Date: 07/31/2002
Time: 12:36:59
_
APC OS(AOS) information
Name: aos326b.bin
Version: v3.2.6.b
Date: 09/16/2003
Time: 07:45:28

Message was edited by: ocgltd

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BillP
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Re: Symmetra stuck at "Please Wait"

This reply was originally posted by Angela on APC forums on 5/9/2011


yes, I am an APC employee. you're welcome.

not sure who you were speaking to but I was able to add it to the cart on the APC website?

http://www.apc.com/resource/include/techspec_index.cfm?base_sku=SYMIM2

we still sell it.

See Answer In Context

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BillP
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Re: Symmetra stuck at "Please Wait"

This reply was originally posted by Angela on APC forums on 5/9/2011


hi michelle,

the powerview and network card are telling us it cant talk to the UPS. this generally tells us there is an issue with the intelligence modules. if you need immediate support, i'd recommend contacting APC at 800-890-4272 to get you back up and running quickly.

if you are ok with forum support, please tell us what LEDs you see on your main intelligence module, from left to right. the main intelligence module is the bottom intelligence module on the top right level of the system. the redundant is on the top. please tell us what LEDs you see on there from left to right as well.

lastly, what position is the maintenance bypass breaker in? this is located on the bottom level of the system and is labeled - it can be either "up" or "down."

thanks.

ocgltd_apc
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Re: Symmetra stuck at "Please Wait"

This was originally posted on APC forums on 5/9/2011


Thanks for the reply! I would like to try to take this as far as I can...so here's what I've done:

ALL LEDs were off on BOTH MIM & RIM

I removed the MIM and the RIM immediately came to life (I heard clunking of a big relay as I did that)

With the MIM removed, the RIM shows three LEDS: ORANGE+GREEN+GREEN.

The display warned my that:
1. the unit is in bypass (correct - I switched it to bypass to restore power to the servers)
2. the MIM was removed (correct - I pulled it)
3. That "Redundant Intellig. Module is installed and failed"

Dam...does that mean the MIM and RIM both failed at once?! Seems unlikely...just 24 hours ago the system showed everything operating normally!

The big questions:
1. What do the 3 LED's mean (left to right)?
2. The display shows RIM in ctrl, but load and bat capacity are blank. Does that mean that the unit cannot resume operation (RIM failed too?)
3. It seems unlikely that RIM + MIM both failed at once?! If there a way to reset them?

Other ideas?

ocgltd_apc
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Re: Symmetra stuck at "Please Wait"

This was originally posted on APC forums on 5/9/2011


And a little more info:
The MIM p/n is 885-6622D/8
The RIM p/n is 885-6623D/8

I found some SYMIM2 and SYRIM2 for sale online - (not sure I'm ready to buy yet but just in case)...do the p/n have to match or will any SYMIM2/SYMRIM2 work?

BillP
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Re: Symmetra stuck at "Please Wait"

This reply was originally posted by Angela on APC forums on 5/9/2011


Ok, on the SYMIM2: there should be (4) LEDs total, left to right - Red - MIM fault, Yellow/amber - System Fault, Green - in bypass, Green - Load powered. For the RIM, you will also see four LEDs, left to right: Red - RIM fault, Yellow/amber - RIM in control, Green - in bypass, Green - Load powered.

On this system, the RIM only encompasses 30% of the functionality of the MIM. the idea is for it to kind of hold your current status of the system of the MIM if it fails. Thus, to get the system properly working again, you may need a new MIM. the RIM cannot take the UPS out of manual bypass even if you flip the switch to do so. it does not have the capability.

if it were me, here is what I would do:

1.) remove both SYMIM2 and SYRIM2 (which those are the only part #s we go by at APC) from the system.
2.) since you are in bypass, let's just start with the SYMIM2. remove the RIM and insert the MIM only and tell me what you get for LEDs and on the screen with just the main intelligence module in.

if i had to guess, it sounds like a bad main module but keep in mind its 10 years old, so it may not be a bad idea to just get one SYRIM2 and one SYMIM2 on order. who knows - during the outage, maybe the batteries heated up a little bit and aggravated those modules. hard to say.

ocgltd_apc
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Re: Symmetra stuck at "Please Wait"

This was originally posted on APC forums on 5/9/2011


Nothing happens even if the MIM is in alone, so looks like a malfunctioning MIM. So I've started the process of buying a replacement.

I'm not sure if you're an APC employee but I appreciate the online help.

My experience with APC has been so good that I decided to buy the new MIM from APC. Sadly I spent 20 minutes on the phone with an APC sales & support person who told me that APC does not sell this part.

Strangely newegg and others do offer it so I'll go that way...

Thanks

BillP
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Re: Symmetra stuck at "Please Wait"

This reply was originally posted by Angela on APC forums on 5/9/2011


yes, I am an APC employee. you're welcome.

not sure who you were speaking to but I was able to add it to the cart on the APC website?

http://www.apc.com/resource/include/techspec_index.cfm?base_sku=SYMIM2

we still sell it.