AP9631 Network Management Card 2 Keeps Rebooting

[Anonymous user]

We have a new Symmetra RM 6000, and while I was configuring the card, it stopped responding. It was still set for DHCP.

I did the hard format, using the 20+ seconds press of the Reset button, but after it comes up, within seconds it reboots itself.

With the console cable attached, after a reboot, I an log in, but I can hardly get a command typed in before it reboots itself again.

In between many reboots, I was able to gather the following information:

American Power Conversion               Network Management Card AOS      v6.2.0
(c) Copyright 2014 All Rights Reserved  Symmetra APP                     v6.2.0
-------------------------------------------------------------------------------
Name      : apcF89AA6                                 Date : 12/21/2016
Contact   : Unknown                                   Time : 16:35:47
Location  : Unknown                                   User : Super User
Up Time   : 0 Days 0 Hours 0 Minutes                  Stat : P+ N4? N6- A?

Hardware Factory
---------------
Model Number:           AP9631
Serial Number:          5A1622T39565
Hardware Revision:      08
Manufacture Date:       06/04/2016
MAC Address:            00 C0 B7 F8 9A A6
Management Uptime:      0 Days 0 Hours 0 Minutes

Application Module
---------------
Name:                   sy
Version:                v6.2.0
Date:                   Aug 11 2014
Time:                   16:28:09

APC OS(AOS)
---------------
Name:                   aos
Version:                v6.2.0
Date:                   Aug 11 2014
Time:                   16:14:01

APC Boot Monitor
---------------
Name:                   bootmon
Version:                v1.0.8
Date:                   Apr  8 2014
Time:                   10:59:40

apc>dir
E000: Success
     2809344 Aug 11  2014  apc_hw05_aos_620.bin
     1824500 Aug 11  2014  apc_hw05_sy_620.bin
       45000 Dec 21 16:38  config.ini
           0 Jun  4  2016  db/
           0 Jun  4  2016  ssl/
           0 Jun  4  2016  ssh/
           0 Jun  4  2016  logs/
           0 Jun  4  2016  sec/
           0 Jun  4  2016  dbg/
           0 Jun  4  2016  fwl/
           0 Jun  4  2016  email/
           0 Jun  4  2016  lang/
           0 Jun  4  2016  rms/

apc>¦¦

[Terry_Kennedy_apc]

The "Stat : P+ N4? N6- A?" indicates that it is waiting for an IPv4 address, doesn't use IPv6, and the app has either not finished initializing or has failed.

6.2.0 isn't the latest (6.4.6 is), but I wouldn't suggest trying to upgrade the card, because it might reset in the middle of the process.

If you can fetch the /dbg/debug.txt file before it crashes, that should have some useful information in it. /logs/event.txt might also be helpful.

As this is a new unit, you might want to contact the seller and/or APC about getting you a replacement AP9631 card.

[BillP · Accepted solution]

I would suggest unplugging the network cable to see if it continues to act like this. 

Also, were you able to successfully configure any features before this started, such as email or DNS? Let us know which ones. 

Sometimes these issues are firmware related because of a bad or weird network packet or something related to one of the features you configured. In certain environments that have certain configurations we can't replicate in testing, we could see an issue like this. The files Terry mentioned would be helpful or doing the event log command. 

Lastly, since it's an AP9631 you can try to upgrade the firmware over USB to avoid having it reboot when you upgrade it over the network. Even if the upgrade does not address the issue, it will be good for other reasons - bug fixes, security, etc. 

If you need help on upgrading firmware, check here: http://www.apc.com/us/en/faqs/FA156047/

Firmware can be downloaded from here: http://www.apc.com/us/en/tools/download/ (refer to Filter by Software/Firmware and select Firmware Upgrades - UPS network management card. Be sure to choose download part number SFSY646 for your UPS  

If the rebooting stops, you can use these instructions to get log files or preferably the .tar file mentioned in the article: http://www.apc.com/us/en/faqs/FA156131/

Hope this helps. Usually with these issues we can figure it out without replacing the card. And depending on what it is, a new card may not help..