AP7723 failed during Firmware Upgrade

[Anonymous user]

Result.TXT
===

Starting Upgrade 10/10/12: 10:51:21
-----------------
10/10/12: 10:51:21 xxx.xxx.xxx.xxx: Testing device connection
10/10/12: 10:51:21 xxx.xxx.xxx.xxx: Device connection passed
10/10/12: 10:51:22 xxx.xxx.xxx.xxx: Testing FTP Log-in
10/10/12: 10:51:25 xxx.xxx.xxx.xxx: FTP Log-in passed
10/10/12: 10:51:26 xxx.xxx.xxx.xxx: Saving data file
10/10/12: 10:51:37 xxx.xxx.xxx.xxx: AOS Prior to firmware transfer: Network Management Card AOS v3.7.4
10/10/12: 10:51:37 xxx.xxx.xxx.xxx: APP Prior to firmware transfer: Automatic Transfer Switch APP v3.7.0
10/10/12: 10:51:44 xxx.xxx.xxx.xxx: Saving event & configuration files
10/10/12: 10:51:49 xxx.xxx.xxx.xxx: Transferring OS
10/10/12: 10:53:21 xxx.xxx.xxx.xxx: ERROR --> OS transfer failed
===

Afterwards, when access by Browser, I only got:
===

Error: The application was not able to load.

You are attempting to access an APC device.

There was a problem loading the application. Please login to the device via telnet for more details.

===

I still can telnet into the device. Reset to factory default does not help.

How to rescue my ATS AP7723?

[BillP]

can you tell me whether or not you followed these instructions?

FA156178 @ http://www.apc.com/site/support/index.cfm/faq/

these are required.

also, could you please provide your event.txt from the NMC?

instructions are @ FA156131 using the knowledge base link above.

this will help tell me where you are at so we can figure out how to proceed.

[Anonymous user]

Yes. I followed that article.

Before the upgrade, I only have one input with power supplied.

Actually, the upgrade do not show "completed" and just exit with error.

From the Upgrade Directory, I found a IP_events.txt. Is that what you are looking for?

[BillP]

alrighty. and no, i need event.txt from the NMC which is downloaded via FTP - instructions in the article I provided. you should still be able to get this file even in the state the ATS is in.

[Anonymous user]

Finally, I use the EXE updater and updated to 3.7.1 without issues.

[Anonymous user]

From the ftp session, I can only found a "apc_hw02_aos_374.bin" and subfolder "sec".

I cannot list files inside "sec".

Thanks a lot!

====
Connected to XXX.XXX.XXX.XXX
220 AP7723 Network Management Card AOS v3.7.4 FTP server ready.
User (XXX.XXX.XXX.XXX:(none)): apc
331 User name okay, need password.
Password:
230 User logged in, proceed.
ftp> dir
200 PORT Command okay.
150 File status okay; about to open data connection.
--wx-wx-wx 1 apc apc 1572864 Nov 09 2011 apc_hw02_aos_374.bin
drwxrwxrwx 1 apc apc 0 Nov 09 2011 sec/
226 Closing data connection.
ftp: 134 bytes received in 0.00Seconds 134.00Kbytes/sec.
ftp> cd sec
250 CWD requested file action okay, completed.
ftp> dir
200 PORT Command okay.
150 File status okay; about to open data connection.
226 Closing data connection.

[BillP]

strange. can you go to through the telnet interface and hit ctrl-L and try to get me the most recent events right after the upgrade happened.

are you familar with the telnet interface?

[Anonymous user]

I can telnet into the device.

American Power Conversion Network Management Card AOS v3.7.4
(c) Copyright 2009 All Rights Reserved
-------------------------------------------------------------------------------
Name : Unknown Date : 10/11/2012
Contact : Unknown Time : 12:58:46
Location : Unknown User : Administrator
Up Time : 1 Day 0 Hours 55 Minutes Stat : P+ N+ A-


------- Control Console -------------------------------------------------------

1- Device Manager
2- Network
3- System
4- Logout

- Main Menu, - Refresh


As I am not local, I only telnet over network to the ATS.

For Item 1, it is empty when I go into it.

has no effect.

On Menu 2, 3, 4, there is no mention of Event Log.

Thanks a lot.

Message was edited by: sampson_fung@executivecentre.c

[BillP · Accepted solution]

ok, that helped me at least - what you pasted there.

what i would like you to do is still make sure the secondary source is removed (very important) and i want you to refer to the manual FTP instructions for NMC1 in the knowledge base article below i reference. You will need to FTP to the ATS and manually copy over the apc_hw02_g2ats_370.bin file ONLY (since your AOS file is already updated) you probably have extracted from when you ran the upgrade. are you familiar with this type of thing? do you know where teh apc_hw02_g2ats_370.bin is?

instructions are in FA156047 @ http://www.apc.com/site/support/index.cfm/faq/

once this file has transferred over, log out of FTP with the device and give it about 5 minutes before you reconnect to it to see if the upgrade will complete itself.

let me know how that goes and please let me know if you have any questions before you begin this procedure.

[Anonymous user]

Just want to clarify:

1. "Secondary Input". Does it always mean "Input B"? Or just make sure only one input is connecting to ATS will be OK?
- In my case, it happened "Input A" is unplugged as "Secondary"

2. When I logoff from FTP, the ATS will auto reload the firmware file and I do not need to force a reboot via telnet, am I correct?

Thanks very much!

[Anonymous user]

After upload of the file to ATS via ftp, in 5 seconds, the Web Console is up again: (About information include at the end)

As I wanted to upgrade to 3.71, should I re-use the EXE updater or just upload the 3.71 BIN file via ftp?

Thank you very much for the help!


Hardware Factory

Model Number: AP7723
Serial Number: 5A1224T08149
Hardware Revision: 01
Manufacture Date: 06/15/2012
MAC Address: 00 C0 B7 9B CB 0B
Management Uptime: 0 Days 0 Hours 3 Minutes



Application Module

Name: g2ats
Version: v3.7.0
Date: 11/09/2011
Time: 12:29:05



APC OS (AOS)

Name: aos
Version: v3.7.4
Date: 11/09/2011
Time: 11:45:09

[BillP]

i would run through the .exe again or manual FTP. this time, you'll need to put both the AOS 3.7.4 file (first) and then the g2ats 3.7.1 file (second).

your secondary source does not always need to be input B - it just means your unloaded source.