Unable to update firmware v15.0 from https://smartconnect.apc.com - Check UPS State

[tracyCheAsta]

UPS NAME

SCL500RM1UC

MODEL NAME

Smart-UPS 500

The current UPS state is not compatible with running a firmware upgrade, please check the UPS Status page for more information. For example, check your UPS is not On Battery, and for issues such as Overload or Temperature Threshold Exceeded. See the Help Center for troubleshooting advice or contact Customer Support for further assistance.

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I received a firmware update available notification on https://smartconnect.apc.com. I tried to run firmware update from the portal but received the above error message every time. I tried to shut down the UPS and performed diagnostics several times. Diagnostic test passed.

Battery temperature is 77°F. I couldn't understand what was preventing the firmware upgrade process.

Any further help would be appreciated.

Thank you.

EDIT 1:

I just read this doc https://www.smartconnect-support.apc.com/help/en/index.html#page/EcoStruxure%20Ready%20Smart-UPS%20H... and it says that "Make sure that the UPS is installed in a cool, dry location. Check that the ambient temperature of the UPS installation site does not exceed 24º Celsius/ 75º Fahrenheit."

Does the temp needs to be at 75F in order to run the firmware upgrade?

EDIT 2:

I adjusted air conditioner and retried the upgrade process from the portal while the temp of the UPS is at 73F. It failed again stating that UPS state is not allowing the update to start.

Any thoughts?

[Sados]

We're running into the same problem on a SCL500RM1UC. Didn't have any issues upgrading the firmware a few weeks ago. Got the alert today new firmware was available and we got the exact same error your are. I feel like it's an issue with the new firmware itself or APC put in some other check that we're not meeting causing it to not install. If it is due to temperature, not much we can do about temperature when its in a server rack in a climate controlled room already. We're showing 86F but there's no changing that. It's better than the God awful 100+ range years ago. If there's no way around the temp requirement we would have to power down all servers and take the UPS out of the server room and cool it down somewhere else just to upgrade it. That is definitely not happening. 

[tracyCheAsta]

@Sados Thank you for your reply. Sorry to hear that you too are facing the same problem. I read the CVE https://www.cisecurity.org/advisory/multiple-vulnerabilities-in-schneider-electric-apc-smart-ups-cou... and unplugged Ethernet cable from the UPS as a safer measure. Let's see if someone from APC support can weigh in here.

[kja]

Same unknown issue causing failure to upgrade on two SCL500RM1UC in different locations, both with nominal loads and temperatures (76F and 67F). Likely a firmware patch issue with this SCL500RM1UC model as I successfully updated a SMT3000RM2UC a few weeks ago.

[JTBearcat]

I have the same issue. Some help would be appreciated.

[BillP]

@tracyCheAsta 

I am looking into this and will follow-up once I have more information. 

[tracyCheAsta]

Sounds good. Thank you!

[LReimer]

I am having the same issue... waiting for a resolution.

[bmw528eta]

Same here with a SCL500RM1UC.

I bet something in their firmware rollout is broken....good thing it still works

[marmstrong]

Same here: worked on my SLC750RM2UC but won't work on any of my SCL500RM1U units.

[BillP · Accepted solution]

Hi,

To correct this issue, you must power down the connected load, power off the UPS, then log into SmartConnect.apc.com and run the firmware upgrade. The UPS must remain plugged into AC and connected to the cloud for the upgrade to run. Once the upgrade has been completed, you can power on the UPS and power up the load.

NOTE: This issue will be addressed in a future UPS firmware release.

[tracyCheAsta]

Hi Bill,

Thank you so much for your prompt update.

I followed your advice and was able to upgrade firmware successfully for SCL UPS.

[ITDepartment]

Hello Bill,

Thank you for providing that solution. I am looking to clarify the comment about this issue being fixed in a future firmware release. Does that mean the following?

A) If we wait a bit, a different firmware update will let us perform the update through the website without having to use the power down procedure you provided. 

OR

B) The future firmware will allow us to update without powering down the load, however we have to go through the power down procedure with the current firmware to get there. So there is no way of avoiding the power down aspect here, even if we wait for the new firmware.

Maybe a C) that I am not aware of. 

The headache here a lot of these units are likely protecting Internet related gear in branch offices. Powering down the load means no Internet. We will have no choice but to have someone on site move power cables around. 

Thank you. 

[BillP]

@ITDepartment 

The answer is B. 

A future firmware will allow an update without powering down the load, however you have to go through the power down procedure with the current firmware to get there. So there is no way of avoiding the power down aspect here, even if you wait for the new firmware.