AP8941 - IPv4 Address Could Not Start

[zack.coffey_apc]

We have a PDU that's been in service and working fine for about 3 years, suddenly drop off the network.

On the LCD screen we get the message "IPv4 Address Could Not Start". IPv6 screen is just blank where an IP would be. The MAC address screen is all 0's.

We've power cycled a few times, done the reset button for 30 seconds a few times, and done a firmware update to 6.8.0 via USB. Firmware update shows the correct version numbers on the LCD screen, but the IPv4 still cannot start and MAC address is all zeros. Tried power cycling and resetting after firmware update, same issue.

We have a spare AP8941, it's been reconfigured and we should be replacing it this afternoon.

What's wrong with this PDU? We have hundreds of these AP8941's in services and they've been good, this one just died without warning and nothing we've done has brought it back to life. Probably no longer under warranty either, sadface.exe

I'll have it in my lab later today and can diagnose things on it. What else can I look for?

[zack.coffey_apc]

Got serial connection. Here's some info:

apc>tcpip
E000: Success

Active IPv4 Settings
--------------------
  Active IPv4 Address:          0.0.0.0
  Active IPv4 Subnet Mask:      0.0.0.0
  Active IPv4 Gateway:          0.0.0.0

Manually Configured IPv4 Settings
---------------------------------

  IPv4:                 enabled
  Manual Settings:      disabled

  IPv4 Address:         0.0.0.0
  Subnet Mask:          0.0.0.0
  Gateway:              0.0.0.0
  MAC Address:          00 00 00 00 00 00
  Domain Name:          example.com
  Host Name:            apc000000

apc>system
E000: Success
Host Name Sync: Disabled
Name:           apc000000
Contact:        Unknown
Location:       Unknown
Message:
DateTime:       09/20/2015:00:09:15
User:           apc
Up Time:        0 Days 0 Hours 9 Minutes
Stat:           P N4- N6- A
Bootmon:        bootmon:v1.0.9
AOS:            aos:v6.8.2
App:            rpdu2g:v6.8.0

apc>about
E000: Success
Hardware Factory
---------------
Model Number:           AP8941
Serial Number:          5A1539E00281
Hardware Revision:      02
Manufacture Date:       09/20/2015
MAC Address:            00 00 00 00 00 00
Management Uptime:      0 Days 0 Hours 9 Minutes

Network Management Card
---------------
Model Number:
Serial Number:
Hardware Revision:
Manufacture Date:       02/09/2007

Application Module
---------------
Name:                   rpdu2g
Version:                v6.8.0
Date:                   Jul 22 2019
Time:                   16:05:06

APC OS(AOS)
---------------
Name:                   aos
Version:                v6.8.2
Date:                   Jul 22 2019
Time:                   15:32:47

APC Boot Monitor
---------------
Name:                   bootmon
Version:                v1.0.9
Date:                   Mar 27 2019
Time:                   16:23:06

apc>boot
E000: Success

Boot Mode:      dhcp
DHCP Cookie:    disabled
Vendor Class:   APC
Client ID:      00 00 00 00 00 00
User Class:     RPDU2G

[BillP]

Hi Zack,

The PDU appears to be 4-5 years old, judging by the serial number, it looks like something might have shorted out the network card, you could try reseating the module but I don't know if it will help in this case:

https://www.youtube.com/watch?v=lGbt6typjRQ

Did you by any chance purchase the extended warranty, if so support should be able to help you with getting the part replaced?

-Gavan

[zack.coffey_apc]

As far as I know, no we did not get extra warranty.

How much does a replacement Network module typically cost?

[zack.coffey_apc]

Interesting note, just removed the Network module and a passive electrical component fell out. Looking at where it goes, it doesn't look like it was ever properly soldered on.

F5 VZH 220 25V

[zack.coffey_apc]

Here's some pics. To my untrained eye, this looks like a manufacturing defect as it does not appear to have ever been properly soldered.

I'd be happy to ship this unit to you if you'd like to FA it, in exchange for a replacement.

[BillP · Accepted solution]

Hi Zack,

I'd be surprised if the the capacitor wasn't soldered down correctly, the main reason being that if that was the case you would have seen issues well before this, it wouldn't have worked for 5 years first. 

No replacements can be given via the forums, you'd need to contact your local APC by SE support team but with a 5 year old unit and no extended warranty I don't know if they will be able to replace it.

-Gavan