Hi everyone! I'm currently the IT lead at a hospital, and we've recently purchased an APC SRTG5KXLI UPS from an authorized distributor, which was sold to us as brand new. After setting it up, we checked the internal event logs using the web interface and were shocked to find entries dated April 27, 2022, showing:
1. Manual SNMP configuration.
2. Relay bypass fault.
3. Event log clear.
These logs suggest that the unit has been used or at least manually adjusted before we got it. We contacted Schneider Electric about this, but their responses were all over the place. Initially, they claimed those entries wouldn't exist on a new unit, only to later mention it could be linked to undocumented "internal factory testing," which was not backed by any evidence.
We've filed a complaint with EthicsPoint and escalated it with Schneider's corporate office, but the distributor maintains that the unit is new. We feel stuck between the manufacturer and the authorized seller, and there's a huge trust issue here.
Has anyone else dealt with similar situations? How do you usually verify if hardware is genuinely new upon delivery? Any suggestions on holding vendors accountable for issues like this?
5 Answers
It sounds like a classic case of either a factory testing log that wasn’t cleared or a simple mistake. Given that the model was released in March 2025, I'd assume it's more likely just residual config files. Check your internal clock settings on the unit — sometimes they just need a sync to a time server to display the correct timestamps after being powered on for the first time.
Exactly what I was thinking. If the internal clock isn’t right, that could definitely lead to weird log entries!
Honestly, I'd suggest you not worry too much about it unless there's a valid reason. If the warranty is sound and the battery checks out, you might just want to move on. You're right to be cautious, but stuff like this can sometimes be blown out of proportion, especially in critical settings like healthcare.
True, but if the battery is really short on lifespan because of prior use, that might be a bigger problem in the future. Just ensure you do a thorough check.
For sure, but if everything checks out, sometimes it’s easier to just let it go and focus on bigger issues.
If there’s any fault with the hardware, and you purchased from an authorized vendor, you’re covered by warranty. Make sure to check that, it should hold them accountable regardless.
Definitely, warranty should cover you. Just keep documentation handy.
Solid point! Just confirm the warranty details and consider if that’s enough to let this slide.
I thought the same thing—maybe it’s just a factory testing log or an errant entry. Buying tech from authorized vendors is usually a safe bet, just check that battery manufacturer date and ensure everything is legit before stressing too much!
Absolutely, and if everything seems legit, it’s probably just a minor hiccup. Check the details and move on.
Exactly, for all you know, it’s just a part of their production process. Sounds like a normal day in IT!
I don’t really get why it matters too much. If it’s functioning properly and under warranty, it might be overthinking it. Sure, it could have been powered up for testing, but that doesn’t mean it’s not new now. Just ensure it’s working well and focus on other tasks.
Agreed! It’s about trust, and you don’t want to compromise the reliability of critical systems.
Well, in critical infrastructure, knowing the actual state of your power backup is vital. Just look into it a bit more to be sure.
Yeah, my older Cisco gear does similar stuff, showing a default date until it syncs up with NTP. Might not be an issue after all.