AP6919 cannot set IP via ARP

[Anonymous user]

I have APC Smart-UPS RT 5000 with AP6919 NMC. I tried to set IP to that NMC via ARP with below step:

First, I see the AP6919 ethernet port led status is flashing green, then I connect my Windows 7 pc directly to AP6919 with one straight cable (p2p). The led status still flashing green and ethernet led is turn on with solid orange color.

Second, in Windows 7 pc, I run "arp -s 192.168.13.100 xx-xx-xx-xx-xx-xx"  as  admin, it done without error. So  I run "ping 192.168.13.100 -l 113" and the result is Request timed out.

Can someone help me with these problem, is there any miss or wrong step I do while setting the NMC? Thank You.

[BillP]

Here are my thoughts:

• I assume you set the IP on your PC on the same subnet as the IP you'd like to use on your AP9619? 
• I would try to press and release the pinhole reset button on the AP9619 once and repeat trying ARP.
• You could also try running the APC Device IP Config Wizard through this peer to peer direct connection as well if ARP isn't working and see if the wizard finds the management card.

A flashing green status LED means invalid IP settings. It can also happen after DHCP/BOOTP requests timeout, hence me telling you to press and release the pinhole reset button to get it to try DHCP(and BOOTP) again. If the flashing green status LED persists, then there may be mean there is an invalid manual address set on the NMC in which case ARP will not likely work and you may want to establish a serial connection to the AP9619. It would also likely mean that the Device IP Config wizard I mentioned would not work unless you know the IP range the AP9619 may have had to do a search.

Another option if you can't do serial and to see if there is an (invalid) IP present is to do a packet capture/Wireshark via the direct connection and see if you can see the IP of the AP9619 via there.

[Anonymous user]

On 8/11/2015 8:27 PM, Angela said:

I assume you set the IP on your PC on the same subnet as the IP you'd like to use on your AP9619? 

Yes, my Windows 7 IP is 192.168.13.253/24.

On 8/11/2015 8:27 PM, Angela said:

I would try to press and release the pinhole reset button on the AP9619 once and repeat trying ARP.

When i press and release the reset button, the led status rapidly flashing green and orange. Should I press the reset button again? Actually, I already tried both and seems like the result is same. Or is there any different between press->release and press->release->press?

On 8/11/2015 8:27 PM, Angela said:

You could also try running the APC Device IP Config Wizard through this peer to peer direct connection as well if ARP isn't working and see if the wizard finds the management card.

I already tried the Device IP Config Wizard before using ARP method. I run scan with the offline tab and no apc device found. Also try the online tab by guessing the ip range, but still not finding any apc device.

On 8/11/2015 8:27 PM, Angela said:

A flashing green status LED means invalid IP settings. It can also happen after DHCP/BOOTP requests timeout, hence me telling you to press and release the pinhole reset button to get it to try DHCP(and BOOTP) again. If the flashing green status LED persists, then there may be mean there is an invalid manual address set on the NMC in which case ARP will not likely work and you may want to establish a serial connection to the AP9619. It would also likely mean that the Device IP Config wizard I mentioned would not work unless you know the IP range the AP9619 may have had to do a search.

In the end, the led status still flashing green and ethernet  led still solid orange (sometime it flashing). By using reset button not reset the IP config? Or serial connection is the only way to reset IP config?

On 8/11/2015 8:27 PM, Angela said:

Another option if you can't do serial and to see if there is an (invalid) IP present is to do a packet capture/Wireshark via the direct connection and see if you can see the IP of the AP9619 via there.

Yup, I don't have the apc serial cable. If its the only way, I'm planning to buy a new cable. Is this correct?

And is it possible the NMC is broken or faulty, how can i check it?

[BillP]

Hi Mytosin,

On 8/12/2015 3:02 AM, Mytosin said:

When i press and release the reset button, the led status rapidly flashing green and orange. Should I press the reset button again? Actually, I already tried both and seems like the result is same. Or is there any different between press->release and press->release->press?

Pressing once and releasing is a soft restart. Pressing once, seeing the lights, and pressing again starts the password reset procedure. The important part is what happens after the LED rapidly flashes green and orange. The rapid green and orange just means its rebooting and should stop after 10-15 seconds.

On 8/12/2015 3:02 AM, Mytosin said:

In the end, the led status still flashing green and ethernet  led still solid orange (sometime it flashing). By using reset button not reset the IP config? Or serial connection is the only way to reset IP config?

Do you ever see anything else after status LED rapidly flashing green and orange but before flashing green? The reset button on this model of NMC only allows soft reboot of the management interface or to do the password reset procedure. On newer models - AP9630/31/35, it does allow a full factory reset without having to log in. On this one, you'll have to gain access via the serial interface or by figuring out what the IP is.

On 8/12/2015 3:02 AM, Mytosin said:

Yup, I don't have the apc serial cable. If its the only way, I'm planning to buy a new cable. Is this correct?

And is it possible the NMC is broken or faulty, how can i check it?

If you know how to make cables, you may be able to find the pinout there on the internet but I can't post it here for you. Otherwise, yes what you linked to is correct, purchase whatever you can find cheapest - either the 6 ft version, part number 940-0024 or 15 foot version - 940-1524. Either one will work.

I don't think it is broken based on the light combination. If I had any concerns based on what you've described that the NMC itself was broken, I'd let you know but I see no evidence. What it sounds like is that this has been configured before or has some invalid IP settings on it, assuming my new questions on the status LED I posted above do not indicate anything different.

[Anonymous user]

Hi Angela,

On 8/13/2015 12:43 AM, Angela said:

I don't think it is broken based on the light combination. If I had any concerns based on what you've described that the NMC itself was broken, I'd let you know but I see no evidence. What it sounds like is that this has been configured before or has some invalid IP settings on it, assuming my new questions on the status LED I posted above do not indicate anything different.

After the led status stop flashing green and orange, it become orange for 1s then start to flashing green. Is it hardware failure like the manual say?

And if the NMC is broken, can i replace it with new NMC like AP9630?

[BillP]

The manual says solid orange for the status LED is a hardware fault and it should persist if that were the case, not only show for 1 second. I think it's been configured before and has some invalid settings programmed and needs to be connected to serially. I do not think it is a hardware fault.

If you don't want to work on it further, then yes, AP9630/31 will work with this UPS.

Actually, you said Smart-UPS 5000 RT before - can you check the model/SKU number? Is it SURT5000XLI or SURTD5000XLI. I made a poor assumption there - the serial cable for SURT5000XLI would be 940-0024 or 940-1524 as we discussed. If it is SURTD5000XLI, then it'd have an RJ-45 style serial port and be 940-0625 you'd want to look for (or 940-1525).

[Anonymous user]

Yes, it's SURT5000XLI with serial port.

The conclusion is we are about to order a new cable and try the serial connection first before decide to buy a new NMC.

Thank you for helping me out and providing the information, I truly appreciate your help in resolving the problem. 

[BillP]

You're very welcome. Look forward to helping you get it 100% resolved!

[bbiandov_apc]

Hi Angela,

I know it's an old post but it is only relevant to my issue - which is identical as the one discussed here.

My AP 9619 can't get IP and WireShark is reporting malformed DHCP packet. All I did was change from static IP to DHCP using the GUI web interface. Now the thing would not get an IP; the arp method fails; the Device IP Configuration Utility fails.

Pinhole reset responds as expected meaning the LED sequence makes sense but the NMC can never get IP.

The status LED slowly flashes from amber to green which is consistent with the status of "getting DHCP address". I don't have the serial cable, this is RT 5000-X: unit.

Thank you

~B

[BillP]

Hi Boyan,

I understand what you said about the malformed packet but I also don't see how that would occur randomly. I also don't know what firmware is on this older card and if it'd truly prevent the device from getting an IP.

Putting the DHCP malformed packet observation aside, I was wondering if configuring option 43 (DHCP cookie) would help. This is enabled by default and unless you know you specifically disabled it, could be causing the problem. There is some info on it here -> http://www.apc.com/us/en/faqs/FA156110

We have made this disabled by default on newer devices to cause less headache. On your model, we'd have to log in and change it via serial connection which I know you said you don't have the cable. You don't happen to be using this with a UPS that has a display that supports configuring the card, do you? Or can we move it to a different UPS by chance you do have the cable for?

[bbiandov_apc]

Thanks Angela,

I will test by configuring option 43 on my DHCP. The UPS does not have display and I don't have one with a display - they are all the same RT 5000 - no display. 

I'll report results ASAP from the DHCP option configuration change. Thank you

[BillP]

OK, another option will be maybe to try using the APC Device IP Configuration Wizard software. You can run it on a PC on the same network as the AP9619 and see if it can pick it up to temporary gain access back into it using a static IP.

That software is here: http://www.apc.com/us/en/tools/download/ and look for Software Upgrades - Wizards and configurations. Then check for the item on the list with part number SFDIPW502. It is a Windows utility and would theoretically work if the AP9619 has firmware 3.X.X.

[bbiandov_apc]

Thanks Angela,

The IP Configuration Utility v5.0.2 finds the mac address of NMC but fails to set an IP address; I get a java ARP error and then another java looking window that says the device already has an IP address assigned to it?

I will still do the DHCP option test but also I was looking to prepare for possible next steps: is there a way to "factory reset" those NMC v1 cards meaning either remotely re-load the firmware via some tftp boot strap method or physically remove the NMC from the UPS unit and do some factory reset on the board; a DIP switch; jtag method; something like that?

Thanks

~B

[BillP]

Hmm. I would make sure also to run the utility as an administrator to rule out any permissions problems with the background commands. 

With this model of card unfortunately, there is no way to reset this remotely or without logging in. No dip switches. The newer AP9630/31/35 devices or anything using a mini version of it allows you to hold down the reset button to do a "format" or factory reset. This is not available on AP9619 unfortunately.

Only option will be to access it via serially on your current UPS or a different UPS or something 

[bbiandov_apc]

Hi Angla,

It was the cookie! I happened to find the serial cable and I was able to confirm and then reverse it. Then DHCP worked right away.

Thank you

Boyan

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[BillP · Accepted solution]

You're welcome!