Smart-UPS models with SMX prefix and UPS 02.2 firmware report "UPS: An internal UPS communication fault exists" frequently after upgrading to NMC2 firmware v6.2.0 or higher

Issue

Certain Smart-UPS models with SMX SKU prefix, 1500VA or less, with UPS firmware 02.2 report UPS: An internal UPS communication fault exists frequentlyvia Network Management Card 2 (NMC2) after upgrading the NMC2 firmware to v6.2.0 or higher.

Events may display similar to below in your NMC2 event log.


Product Line

• Network & Server UPS - Smart-UPS​
  • SMX model prefix, 1500VA or less

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Environment

• UPS models listed above, serial numbers beginning prior to AS1037XXXXXXX
• UPS 02.X firmware version, CBL 1.X
• ID11 (will be along with UPS firmware version)
• NMC2 firmware version sumx APP v6.2.0 or higher

Note: UPS and NMC2 firmware revisions can be verified under About->UPS and About->Network menus in the Network Management Card web interface.


Cause

This is due to a firmware issue with the SMX 1500VA or less, ID11 firmware UPS 02.2, and compatibility with UPS NMC2 reporting in v6.2.0 sumx APP and higher.


Resolution

The SMX UPS (ID11) requires a firmware upgrade to address the communication fault. The special upgrade procedure for this UPS with UPS 02.X and CBL 1.X is available via your local technical support only.

Note: If you have this error message active on other UPS models, firmware versions, or NMC2 firmware versions, please contact your local technical support for assistance. The log files from your device will be helpful in debugging the issue. Instructions for downloading applicable log files via NMC2 are available in knowledge base article ID FA156131.