1000W UPS Update software fails

Hi,

Here are some steps to try to get it to connect.       If the UPS has the NMC (Network Management Card) installed then select the NMC option from the UPS Firmware Upgrade Tool and update the UPS firmware.

Connect the UPS to another system (server, desktop, notebook) that does not have ULNM or MUMC installed. Load the UPS Firmware Upgrade Tool and the UPS firmware file(s) onto the new system. Launch the UPS Firmware Upgrade Tool and update the UPS firmware. Reconnect the UPS back to the original system.

Uninstall ULNM and/or MUMC from the system. Launch the UPS Firmware Upgrade Tool and update the UPS firmware. Reinstall ULNM and/or MUMC. Verify the configuration settings.

Thank you for your suggestions Josh.

The UPS does not have an NMC.  I connected it to a Windows 7 laptop with only the UPS firmware upgrade tool installed.

When I run the firmware upgrade tool from the icon (using either USB or serial connection) and I choose "Connect" there is no response from the UPS (and the window buttons remain greyed out), I left it for 15 minutes.

When I use the "Dell_launch_upgrade_tool" batch file (run as Administrator) I get the following message - "An older version of the DELL UPS Upgrade Software has been detected.  Do you want to use your current version? Type y or n".

If I choose "y" the program runs but has the same issue as above (i.e. no response), if I choose "n" the program simply exits.

Thanks for your continued help, what should I try next?  Should I be using a different version of the upgrade tool?  Can the upgrade be carried out over a serial terminal session?

Is there an old version installed? Can you try a different USB cable? There is not a way to update over serial.

Hello Josh,

This is a clean install of the firmware update tool on the laptop and there are no previous versions.

I've just tried a different USB cable and it's exactly the same behaviour as before, same warning message about version and same lack of response (with greyed out buttons) when I press "Connect".

It's very strange, as when I reconnect it to the machine with the UPS local node manager installed, it can communicate with the UPS just fine!

Would welcome your further thoughts on what to do next.  Thanks.

If you have a serial cable and can connect that way and choose the option for USB upgrade, it might be able to update over the serial port, it looks like older versions of the tool were able to. Have you tried the force upgrade checkbox?

Unfortunately the forced upgrade does not work either.  Is there perhaps an older version of the firmware update tool and an older firmware that I could use to see if that worked?  If so, I could then use the latest versions of the tool/firmware to bring the UPS fully up to date.

We do not have an older version available. Try disabling low power mode on USB in the Windows power settings. In device manager under batteries is there an entry for HID device battery? If it isn’t there it may not be installing the USB driver.

When connected via USB to my Windows 8.1 Desktop, Device Manager doesn't show a HID Device Battery, but it does show a "DELL USB Devices -> DELL UPS 047C-L".  The properties show:-

Location - Port_#0001.Hub_[tag:0001] 

Driver - Provider (DELL) : Date (10/09/2012) : Version (6.0.9999.0) : Signer (Eaton Corp)

... and when connected via USB to my Windows 7 Laptop, Device Manager does show a "HID UPS Battery".

Neither the Desktop or Laptop have an option to disable low power mode for the USB under Windows power settings.  I have set both to "High Performance" before re-testing.

However, unfortunately I still have the same problem.

Any other suggestions?

Thanks.

Try to make changes to manually disable selective suspend. To do this open Device Manager and then click to expand the USB device section.  Right click the first USB root hub click and choose properties.  Then under power management uncheck the box to allow system to put USB in low power state.  Repeat the same process on all remaining USB root Hubs.

Try disabling any antivirus programs temporarily.

1. Shutdown the devices supported by the UPS.
2. Disconnect the USB or RS-232 cable, and leave it disconnected.
3. Put the UPS in Standby state (output off) using the front control panel.
4. Then using the front control panel select the option to Restore Factory Settings.  
5. As part of the restore factory setting process it will Initiates the UPS built in Self Diagnostics tests. So, customer will need to allow time for it to complete the diagnostics before continuing. 
6. Next ensure the UPS is in Standby state (output off).  If it is not after the reset customer will need to put it back into Standby state using the front control panel.
7. Then connect USB cable or RS-232 cable between the computer and the UPS.  Please allow minute or two after this step for device detection and driver initialization before proceeding.
8. Next launch the UPS firmware update utility
9. specify to update via USB/ RS-232
10. Without making any other changes, press the connect button
11. Verify if the UPS information section populates with details of the UPS.
12. If UPS details populate, specify the UPS firmware file
13. Then check the UPS information section again.  If the firmware image validation is successfully, you will now see yes displayed in the UPS ready for upgrade field.

Hi Josh I had the same issue on my Dell 2700w UPS. I read the manual to the update software and noticed windows 8/server 2012 aren't supported platforms so I tried it on my Win 7 machine and got a connection:) 

I have a feeling maybe it can't run side by side with the Local Node Manager. Hope this also works for you .
Thanks,

-Steven

Hey Guys same problem. Any update on this?