AP8961 - LCD Screen not displaying anything

[BillP]

I have a few of these units in our data center which have encounter this issue of a blue blank screen. 

This PDU was working fine a week ago. Right now is still on and providing power, but the LCD is blank and you can't log into it via HTTP. I tried Telneting with no problems:

C6SIDD5I8lWWsDjB3R%2FhiQ%3D%3D&Rest-Api-Key=d3Bhc3F1aWw6NjM3MzU2MWEtNzYzMC00OTc5LTkyMTAtOTJjYTU0NGEwZWFl.jpeg

Also when you try to log into them we are getting this message:

g8FaaHOF6mwxnRBpsRycwQ%3D%3D&Rest-Api-Key=d3Bhc3F1aWw6NjM3MzU2MWEtNzYzMC00OTc5LTkyMTAtOTJjYTU0NGEwZWFl.png

Is this a Firmware Problem? Can anyone offer a possible solution other than calling tech support?

[BillP]

Hi Pavel,

Yes, we can help you with this. I have a hunch that your PDU may have gotten stuck in a reboot loop and eventually stopped trying and didn't boot. The application component of the firmware drives the display so that is why it is blank.

Let's start by confirming the firmware version. Can you telnet/back into the device? The firmware version will be shown on the top right when you log in. I need the AOS and rpdu2g app version - something like AOS 6.1.3 and rpdu2g v6.0.9 or v6.1.0.

Thanks!

[BillP]

Thanks Angela for answering so quickly

I was able to telnet again:

• AOS 6.1.3
• rpdu2g v6.0.9 

[BillP · Accepted solution]

Ok, I think you're suffering effects of this: http://www.apc.com/support/index?page=content&country=ITB〈=en&locale=en_US&id=FA237061

We need to get all of your units, in this state or working normally, up to v6.1.0 ASAP. I would go ahead and plan to upgrade any that you see at v6.0.9 as soon as you can.

For these that are like this, assuming you can still log in via telnet, I would go ahead and plan on formatting the device and upgrading it to v6.1.0 as well and monitor it. If it is still a problem, then I'll provide you additional possible steps in resolving it. Formatting it will wipe all of the settings though, including TCP/IP settings. If you can still get to them, I would download the config.ini via FTP (or using logzip command) outlined here as a back up that you can upload afterwards -> http://www.apc.com/support/index?page=content&country=ITB〈=en&locale=en_US&id=FA156131

If you can't log in via Telnet, then it is still fixable but a little more of a process. I think I outlined that in the article as well.

Let me know if you have any questions before you get started.

[BillP]

This is great!

I currently use StrutureWare Data Center Expert 7.2.2 and the software itself offers the new FW upgrade file and would do it directly. Do you have instructions for using this tool instead? or for this fix to work you will have to physically be present with the device?

[BillP]

Hi Pavel,

Since I am not sure of the state of PDU 100%, if you can do it locally or try it via USB, I'd do that. You can try it via StruxureWare though assuming if something goes wrong, you'd have access to the physical device. I think the process in DCE just involves going to the Updates menu at the top of DCE then choosing Apply Firmware updates and look in the firmware catalog. Make sure there you see rpdu2g v6.1.0 and not v6.0.9 still. If v6.0.9 is there, then we need to get it updated so it will push v6.1.0.

[BillP]

Ok - will do so now and keep you posted

Would pressing the Reset button with a pin power cycle the PDU or just reboot the NIC?

[BillP]

It typically just reboots your management card and display but before I forget, if this display loses power and won't boot properly still after the power loss, it could cause the outlets not to turn on because that energizes the relays to the correct state (which normally closed to pass power). Pressing the reset button assuming the PDU does not loose input power will be fine.

[BillP]

You are so helpful!

Have you seen this error when trying to open the Firmware executable?

yywZ%2BFS1o2WCJtGGgWDw1g%3D%3D.png

[BillP]

Im sorry nevermind, I hahad a corrupted file. I redownloaded it and problem solved

[BillP · Accepted solution]

I used the USB approach to fash the upgrade and it worked like magic!!

Thanks you so much Angela for all you help

[BillP]

Hi Pavel - did you 'format' after the upgrade? I'd do that if you can to clear out any issues or corruption that may be lingering.

[BillP]

Yes Angela I did! - In fact, I tried to do it without the Factory Reset and encounter different issues. 

You are right - for this particular issue is BEST to Format or Reset all the settings before flashing the Upgrade. The terminal Software I use was ExtraPutty: (Download Link) in case it helps

🙂

[RichardParry_apc]

Hi,

Sorry to reply to an old thread but thought it might be easier.

I have an APC 8959 which seems to be suffering from this problem.

It's been working perfectly for a couple of years since I purchased it new.

About a month ago I noticed it wasn't responding on the network - thought it was a bit odd. Went and had a look - the LAN link was down (no lights on the interface at all) and the LCD screen was showing the current/volts like it should, but it was completely frozen - the menu buttons did nothing and it wasn't updating the screen. All outputs were working fine. I did try pressing in the small reset button with a paperclip (I could feel the button inside being pressed), but no change to screen, outputs or LAN port.

I had an opportunity for some maintenance this weekend, so shutdown connected systems and powered down the whole PDU, hoping a power cycle may fix it. Nope - When it powers on the screen backlight shows (like in the thread photo), with no text and the status LED shows orange/warning. Nothing else happens, no change no matter how long you leave it and there are no LAN connection attempts (no lights or anything). I've tried other switch ports just to make sure. None of the outputs unfortunately come on, so I had to try and find a suitable temporary PDU, which is a pain as it has a lot of outputs used.

I've read this thread and can see I should try connecting by serial. Unfortunately I can't find the serial cable (we moved premises about 6 months ago and it must be lost or maybe thrown out). I've tried to purchase the serial cable online, but nobody in the UK seems to sell one, and it's silly money to bring one in from overseas just to try it - for all I know there's been a hardware failure and the serial cable will be a waste of money.

Does anyone have any suggestions? Is the LCD lit with an amber warning LED a different kind of fault perhaps?

Appreciate all your help. Thanks.

[RichardParry_apc]

OK - Since my post a little while ago;

1) Managed to find a cable - bought it off eBay UK

2) Wish I hadn't bought the cable. I took out the "screen module" from the PDU (doesn't break and warranty to get that out) and there's a couple of components which have toasted - there's a small IC which has melted and also a surface mount resistor which has litterally exploded (and split in two). All very unusual and I am sure nothing to do with a power spike - This PDU was connected straight off a brand new APC Smart UPS SRT.

I think it's a long shot, but what's the chances of buying a whole new LCD module? The only number/marking I can find is 640-2812A-Z REV04.

[BillP]

Hi Richard,

I suggest maybe checking your warranty status with your local APC technical support office to be sure you aren't entitled to a display under warranty. I am not sure what you saw and what it all means though since I am familiar with the electronics at that deep of a level.

You can indeed purchase/obtain a new display though if you just wish to try that. The spare part number you'd use for a display on AP8959 PDU is 0J-0G-9470.

[Anonymous user]

I’ve got an AP8661 that looks to be having the same issue (blue screen and a red light on the ok/warning/overload).  I can telnet to the username and password, but this power strip has been off line for a while and I don’t have the username/password.

I’ve tried the double pin push reset to get me to the lost login entry but I get locked out of telnet for a couple minutes when I enter apc, apc for username, password 

is there another way to do a complete factory reset?