My recommendation would be to get a serial cable for the apc management card and login to it to do a factory reset procedure. At that point you can run through the whole provisioning process and confirm that it’s all set up correctly and working as expected. I’ve had to do this with several 9631 devices over the years on smt750s and it works great thereafter. Also keep in mind that that firmware on the 9631 is separate from the firmware on the ups itself. Both may need to be updated independently from each other and shutdown entirely to be performed. Best to do it on the bench before placing them into service.