# Horseshoe Management -- APC Smart-UPS bypass relay fault -- 2026-05-06

## User
- **User:** Howard Enos (howard)
- **Machine:** Howard-Home
- **Role:** tech

## Summary

Onsite emergency response for Horseshoe Management (Bill Young). APC Smart-UPS 1350 was throwing a "P.17" / Event 17 error -- this is the APC code for **Bypass Relay Weld fault**, where the internal transfer relay has stuck and the unit can no longer switch between line power and battery power.

Cleared the error via a full power-cycle: disconnected all loads, unplugged the UPS from the wall, removed the batteries, held the power button for 10 seconds to discharge residual capacitance, reinstalled the batteries, plugged back in, reconnected loads, powered everything up. Error code cleared and the UPS is now operating normally.

**Underlying concern:** This site has now gone through several batteries and two complete UPS units, all reporting battery-related errors. That pattern doesn't fit normal battery wear -- it points to a likely **electrical issue at the wall outlet or branch circuit** feeding this equipment (voltage irregularities, poor grounding, or a shared circuit with a high-draw load). Recommended (in the customer-visible resolution comment on the ticket) that they have a licensed electrician verify the wiring before purchasing more batteries / replacement units.

## Ticket + billing

- **Ticket:** Syncro #32256 -- "Emergency onsite - Server making strange noise" (the ticket subject was set when the call came in; actual issue was the UPS, not the server)
- **Customer:** Horseshoe Management (Bill Young, Syncro 625269), 2325 E Grant Rd, Tucson
- **Time:** 1.0 hr emergency onsite
- **Customer has prepay block:** 33.25 hrs at start of session

Per the Syncro emergency-billing branch for prepay customers: bill Onsite Business (`26118`, $175/hr) at `qty = actual_hours x 1.5`, NOT the Emergency product `26184`. Stacking would double-count the time-and-a-half. So:

- Product: `26118` Labor - Onsite Business
- Qty: 1.5 hrs (1.0 actual x 1.5 emergency multiplier)
- Rate: $175/hr
- Line total: $262.50 (debits 1.5 hrs from prepay block; customer owes $0)
- Invoice: #67568, total $0.00 (fully covered by prepay)
- Prepay balance after: 33.25 -> **31.75 hrs**
- Ticket status: New -> Invoiced

## Findings to flag

1. **Repeat battery / UPS failures point to electrical issue.** Recommended electrician evaluation in the customer-visible resolution comment on ticket #32256. Worth following up with Bill in a few days to confirm whether they've engaged an electrician.

2. **Stale plaintext credentials in customer notes.** While billing this ticket, noticed the Syncro customer record's free-text notes field contains plaintext passwords for Donna, Bill, Randy, Frank, Sam, "Bill Server", and -- most concerning -- the M365 admin password (`Bill@horseshoemgt.com / Passw0rd!`). These should be migrated to the SOPS vault under `clients/horseshoe-management/` and stripped from Syncro. Not urgent for today's ticket but a real exposure.

## Files / state changes

- Syncro ticket #32256 closed out (comment, timer, line item, invoice, status -> Invoiced).
- No file changes in this repo.
- No on-site config changes beyond the UPS power-cycle.

## Tools used

- Onsite physical work: UPS power-cycle.
- Syncro REST API: comment + timer_entry + charge_timer_entry + invoice (1.5 hr emergency-on-prepay billing pattern).
