Protection Relay Firmware Investigation Prevents Broader Operational Impact

Client

The client is a data center colocation builder deploying medium-voltage electrical infrastructure to support
mission critical data center operations.

Challenge

A small number of data center sites experienced unexpected relay issues involving protection relays installed within medium-voltage switchgear. These relays are responsible for monitoring electrical conditions, identifying faults, and tripping or opening circuits when required to protect equipment and maintain safe operation.

The issue occurred when a laptop was connected to a relay during diagnostic activity, causing the relay to restart. While the initial incidents were limited, the behavior created concern because the same relay type was installed across a large number of switchgear units.

The client had approximately 200 pieces of switchgear containing relays that required review and potential firmware updates. Without a clear understanding of the issue, the client risked continued troubleshooting, repeated site disruptions, and unnecessary time spent addressing the same problem individually.

Chateau Energy’s Role

Chateau Energy discovered the relay issue and supported the client in identifying the root cause and updating the outdated firmware.

During the investigation,
Chateau Energy’s engineering team
noticed a pattern between the relay behavior and the firmware version installed on affected devices. The team identified that certain relays had been shipped with firmware that could lead to an unexpected restart under specific diagnostic conditions.

Solution

After identifying the affected relays, Chateau Energy organized a coordinated update program across the customer’s project portfolio. The team scheduled technical resources, tracked update status, and
managed implementation activities
across multiple sites to ensure firmware updates were completed efficiently and consistently, allowing the customer to focus on ongoing operations while updates were completed.

Chateau Energy supported the effort by:

• Identifying the relay firmware issue through engineering troubleshooting
• Coordinating firmware updates across impacted switchgear
• Tracking completed and remaining relay updates
• Supporting field teams as updates were performed
• Helping the client address the issue proactively rather than repeatedly troubleshooting individual events
• Supplied spare components and critical parts to support additional contingencies

Outcome

• Root cause identified through Chateau Energy’s engineering review.
• Approximately 200 pieces of switchgear reviewed for affected relay firmware
• 67 relays updated during the initial remediation effort, with additional updates ongoing
• Remaining affected relays identified and scheduled for update
• Reduced risk of future relay restart events during diagnostic activity
• Saved the client time and money by identifying the pattern early and implementing a corrective firmware update

Beyond Incident Response

In mission critical environments, small technical issues can create unnecessary delays when handled one event at a time. Chateau Energy helped the client identify the pattern, understand the root cause, and implement a practical firmware update strategy across affected switchgear.

Want to know more? Contact Chateau Energy today. Email info@ChateauES.com
or visit www.ChateauES.com.