AP9630 Firmware Issue

[sharperedge_apc]

This was originally posted on APC forums on 8/20/2013

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Hello, I just recently bought several dozen Smart-UPS 2200's with AP9630's in them, and while initially configuring the network interfaces, I noticed no matter what I did I couldn't get it to send out logs to a standard SMTP server.  In the process of testing and troubleshooting, I saw that there was a new firmware 6.0.6 out, and decided to update to it.   The executable install went perfect and said that it was fully updated.  After waiting a couple minutes I tried to pull up the configuration page to be greeted with "The Application Is Incompatible With This APC OS".  I tried updating the firmware again to see if there was an issue with the firmware, but the program just kicks out "Information --> Unable to verify previous version " and stops dead in its tracks.   I then tried FTP'ing directly into it, switching to binary, and uploading the first of the three firmware files that way, and it halts immediately when the transfer starts.

The network card seems to be in a boot loop, and within the first 10 seconds of it booting up, I am able to log into the configuration page, and when pulling up the logs I get this:

08/18/2013	02:48:22	apc	Web user 'apc' logged in from (edited for security).
08/18/2013	02:48:19	Device	UPS: Restored the local network management interface-to-UPS communication.
08/18/2013	02:48:09	System	Network service started. IPv6 address (edited for security) assigned by link-local autoconfiguration.
08/18/2013	02:48:06	System	Network service started. System IP is (edited for security) from manually configured settings.
08/18/2013	02:48:01	System	Network Interface restarted.
08/18/2013	02:47:47	System	TCP/IP stack failure. Module: tfDnsGetMailHost-assertion error line 1266, file(.\treck\source\trresolv.c)
08/18/2013	02:47:28	apc	Web user 'apc' logged in from (edited for security).
08/18/2013	02:47:21	Device	UPS: Restored the local network management interface-to-UPS communication.
08/18/2013	02:47:12	System	Network service started. IPv6 address (edited for security) assigned by link-local autoconfiguration.
08/18/2013	02:47:09	System	Network service started. System IP is (edited for security) from manually configured settings.
08/18/2013	02:47:03	System	Network Interface restarted.
08/18/2013	02:42:47	System	TCP/IP stack failure. Module: tfDnsGetMailHost-assertion error line 1266, file(.\treck\source\trresolv.c)

It seems that the TCP-IP stack is failing completely and going into a reboot loop.   What can be done at this point?

The firmware upgrade wasn't stopped prematurely.  The card has been in the unit since right after I bought them.   So on both cases, there's no chance of card / firmware corruption due to a mis-flash of the firmware.

Thanks

[BillP · Accepted solution]

This reply was originally posted by Angela on APC forums on 8/20/2013

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You're having the problem that was already posted here -> AP9630 issue with FW6.0.6, reboot loop with TCP/IP stack failure?

If you read through the responses, we've found this to be due to a mail server that is not cached on your local DNS server. Once it is cached, it does not occur anymore. Does this sound possible? The message you get on the web page is because the card goes into a reboot loop and eventually stops after six times of being unable to boot properly.

Alternatively, you could downgrade to v5.1.7 if this is not something you could look into but then you'll miss out on all the new features of v6.0.6 but this is helpful if caching the mail server on the DNS server is not an option. If you do decide to downgrade, I suggest you read this link first: http://www.apc.com/support/index?page=content&country=US〈=en&id=FA167693

If you choose to do that, let me know and I'll have to give you the firmware.