AP9619 - Upgraded Firmware from v2.6.1 to v3.7.2 card no longer communicating

[monaglekm_apc]

I have an APC Smart-UPS RT 5000 XL that we have been monitoring on line.  We attempted to upgrade the firmware from v2.6.1 to v3.7.2, but encountered 1 failure (feedback from results.txt below). I was still able to telnet to the device, but could not get the web interface working. I tried to Reboot the Management Interface from the telnet session, but it did not help.  I then reseated the card but still no difference.  I finally reset to defaults through telnet and allowed the device to use DHCH.  From the network port I can see that it is being assigned an IP address, but I can not get a reply by ping and can no longer telnet to the device.  Is there any way to roll back the firmware to the prior version? I no longer the APC smart-signaling cable (940-0024 or 940-1524) that came with the device.  Will a 940-0625A work with my AP9619?  Please guide me on how best to proceed to be able to monitor my UPS again.

Thank you,

Kit

results.txt

Using AOS file        : AOS = apc_hw02_aos_373.bin
Using Application file: APP = apc_hw02_sumx_372.bin

Checking network connection ...  Checking version information ...
 *************** Next **************

Before Upgrading the NMC the AOS is: apc_hw02_aos_264.bin
Attempting to log in to 172.19.36.254 ... Log in sucessful
Loading OS, please wait ...                      OK
Please wait (2 minutes ) for system restart   OK
Attempting connection to verify restart  Failed to ping at 172.19.36.254System reboot failed. Aborting this Upgrade.

Not all Network Management Cards were upgraded successfully:
 172.19.36.254: The Management Card at this address is not responsive.

Encountered 1 failures during upgrade.

[BillP]

Hello Kit,

Can you confirm the exact model of the Smart-UPS RT 5000 - is it SURTD5000XLT or SURT5000XLT? Depending on that answer, it will confirm to me what cable you can use. Essentially, if it is an SURTD5000XLT, you should be using the 940-0625 as it has an RJ-45 connection on the UPS and if it is SURT5000XLT it has a DB-9 style serial port and would need 940-0024/1524.

But, if you don't have the correct cable, we have these options to configure the device. Perhaps the Device IP Configuration Wizard may work to search a DHCP pool range? Here are the options to configure TCP/IP settings and refer to NMC1 instructions -> http://www.apc.com/support/index?page=content&country=ITB〈=en&locale=en_US&id=FA156064 we need to sort that out so then we can fix the firmware and connect to it via an IP address.

Once you get TCP/IP settings sorted out, we'll likely just want to FTP the application file over and you'll be fine. I think what happened is the wizard tried to connect back into the card after the operating system firmware file was loaded and the AP9619 wasn't ready yet so the wizard aborted. This is easily addressed once we get an IP address on it.

What I'll want you to do is FTP to the AP9619, log in with your administrator username and password, and then do the ls command and see what files are there. I anticipate apc_hw02_aos_373.bin and then you'll just FTP the file you should've extracted when you downloaded the firmware to your computer, apc_hw02_sumx_372.bin. If you do not see that file, let me know. If you do, follow the steps to "put" this file on the AP9619 and that should be it since your operating system is already updated. http://www.apc.com/support/index?page=content&country=ITB〈=en&locale=en_US&id=FA15604 Also refer to NMC1 manual FTP instructions here.

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

[monaglekm_apc]

Angela,

Thank you! Your reply was spot on.  I did locate a 940-0024 cable, so I was able to console to the device and sort out the TCP/IP issue.

I had attempted to use an FTP server to update the sumx file, but it kept timing out.  Once I changed to the Widows ftp client as documneted in the second link that you sent it worked perfectly.

Thank you again for your very prompt reply.

Kit

[BillP · Accepted solution]

Glad to help Kit!