AP9630 - Email - last event not sent

[BillP]

Hi,

Since version 6.1.1 firmware my AP9630's do not email the last event log message. So you never get the latest message until another event is generate and then of course your not seeing the latest event!

This started after upgrading from V5 to V6 but could be fixed with a simple network card reset. But since V6.1.1 this does not work. I'm currently running 6.2.0 which has the same fault.

[BillP]

I have to log a bug on this because I have seen it a few times but I am not sure what causes it and haven't gotten anywhere. If I provide you an email address in a private message, could you send me your debug files? I would like the .tar file from About->Support menu with the Generate/Download option which will give me what I need.

That way, I can have someone look into it to try and pinpoint what is happening. Only a few people see this and I could try to help document each person's configuration to pinpoint any possible cause to it upon investigation by our development team.

[BillP]

Hi Angela

Yes, please send me an email address via PM. It would be great if this could be resolved.

[BillP]

Thanks. Just posting here that I received the logs and appended it to the bug I logged for review by our development team.

[Anonymous user]

Did anything come of this?  I seem to have the same issue, we had a power outage, email failed to go through due to the mail server being knocked offline.  Now, days later, I log in to the web interface and the UPS sends out the last messages saying "Informational - Network Interface coldstarted." and a second message, "Informational - UPS: Restored the local network management interface-to-UPS communication." with the 4-2-2015 date, sent today 4-8-2015.  It is like the card tried to email, failed, and never tried again until I logged in to the web interface, then it sends out the old messages.  Is there some setting to retry sending periodically, in case the email server is not available?  I am using IP addresses, not DNS, so I know it has the correct mail server setting and is working, just did not send anything out until today, and I have 10 UPSs on 6.2.1 and none of them sent anything that day.

[BillP]

Hi - someone else asked recently describing the same issue and I posted here -> http://forums.apc.com/spaces/7/ups-management-devices-powerchute-software/forums/general/10727/ap963... 

I have appended as much information as possible to the bug I logged previously in order to try and figure out what the issue is but I definitely believe this is a bug somewhere in how the notification queue works.

No, unfortunately, there is no retry option for email, only delays/repeats for individual events. Clarification: There are no retries (beyond those delays/repeats) the user can configure but when you're using a local email server, I believe it does retry a certain amount of times and if it can't send, you'd see "cannot email" in the event log a bunch of times.

I will append some of this information you just shared with me to it and continue to drive the urgency.

[BillP]

Hi,

I'm experiencing the same issue, but on AP9537SUM Network Card. Is there any update about the solution. Can I find firmware upgrade for my product? (on website I just foud firmware for AP9630/9631 models).

Thank you in advance,

Federico

[BillP]

This is still an outstanding issue for me (6.2.1). I have however found a workaround, albeit limited.

If you reset the management card (except TCP/IP) and then configure all your relevant config data (email setup etc.) then all emails are sent immediately without the last one being held.

However if the card is rebooted/restarted it returns to the previous state of not sending the last email message. So you then have to go through the reset process again to return the management card to normal email operation.

Doing a reset would not be so bad if you could restore your config data from a backup, but if you do this then after the restore of the backup data the card reboots and et voilà! It’s back to having the last email event message not sent.

As these management cards rarely require restarting/rebooting then it has not been too much of a problem for me.

[BillP · Accepted solution]

We expect this to be fixed in applications with AOS 6.3.3 and higher. For Smart-UPS (sumx app), Symmetra 1ph (sy app) and Rack PDU 2G (rpdu2g app), I expect (tenatively at this time anyway) that to be available in Q4 2015 or early Q1 2016. For other apps, I don't have a definite ETA.

[BillP]

I've just upgraded 3 Smart 3000 UPS to version V6.4.0 and this has fixed the "Email - last event not sent" bug.

Many thanks