9617 has no MAC address

BillP · ‎2021-06-28

I've got a 9617 running on a Symmetra RM 6000. I just recently upgraded the firmware and now the mac address shows as 00 00 00 00 00 00. Is the card done or is there a way to get the mac back in it? I can still get into the management IP but the card can't get to a ntp server or send email alerts.

Thanks for your help
Tim

BillP · ‎2021-06-28

Thanks for your reply.

There are a few steps we would want to take prior to deciding whether the card requires replacement:

1) Reset the card to factory defaults (this will reset your network settings and username/passwords, so you will need to re-connect via the APC smart-signaling serial cable 940-0024)

If that is unsuccessful,
2) try to run the firmware upgrade again. The card may correctly read its MAC when the operating system is reinstalled.

If these steps do not work, replacement of the card will likely be required.

See Answer In Context

BillP · ‎2021-06-28

What is the firmware for the AOS and the Application you installed on the network card?

BillP · ‎2021-06-28

After the upgrade process has completed,
looking for AOS: apc_hw02_aos_361.bin
Found AOS : apc_hw02_aos_361.bin
looking for APP: apc_hw02_sy_358.bin
Found APP : apc_hw02_sy_358.bin

All upgrades completed successfully.

This is the info from the result.txt after the upgrade.

BillP · ‎2021-06-28

Thanks for your reply.

There are a few steps we would want to take prior to deciding whether the card requires replacement:

1) Reset the card to factory defaults (this will reset your network settings and username/passwords, so you will need to re-connect via the APC smart-signaling serial cable 940-0024)

If that is unsuccessful,
2) try to run the firmware upgrade again. The card may correctly read its MAC when the operating system is reinstalled.

If these steps do not work, replacement of the card will likely be required.