AP9631 setup problems (RESOLVED)

[Anonymous user]

I recently purchased a used AP9631 for use with my APC SURTA1500. After installing I try to connect via web browser and get this error message-

When I tried to login via telnet using user/password apc/apc the connection is refused. I read that I could reset the password to default by holding the reset button for 20 seconds, but didn't work. Tried about 10 times with no success. How can I access the Management Card without knowing what password is set?

[BillP · Accepted solution]

Hi Walter,

Can you uninstall and look at the AP9631 physical board and make sure the reset button is still there and not damaged behind the pinhole on the faceplate? Assuming it is still there, make sure you press and hold the reset button in for 20+ seconds while holding the paper clip against the top of the AP9631's little pinhole. This alignment works best. A common issue with this process is mis-alignment which can also damage the reset button. If your NMC is mounted vertically in the UPS, I think you'd want to hold it to the right. If you're doing this properly, the status LED (next to the X and checkmark) should flash/pulse green and change to orange when it is time to release the hold on the button.

I suspect either the alignment wasn't right or you slipped off the button without realizing it. Or, the button is missing or broken.

Alternatively, if you have the serial cable that came with AP9631, you can do the password reset procedure explained here but it also requires a working reset button -> http://www.apc.com/us/en/faqs/FA156075 It will also save the configuration but since the card is used, I'd recommend just doing this anyway.

Now, this won't fix the error on the web page. It probably needs a firmware upgrade/reflash but to do that, you need to be able to log in. We have to square that issue away first and once you gain access, the firmware is here (select Firmware Upgrades - UPS Network Management Cards) and submit that filter option. Refer to SFSUMX640 download part number for your UPS/NMC model and download that. Application instructions are here -> http://www.apc.com/us/en/faqs/FA156106

Please let me know if you have any questions or need clarification before getting started.

[Anonymous user]

The reset button appears to be ok visually. Can't see any obvious damage. When I press the button with a paperclip I can feel a slight click. While holding the button in the status light will start flashing green and orange rapidly for about 20 or 30 seconds and then go out. If I'm understanding what I've found in my research, it's rebooting. After it reboots I try to login in within 30 seconds via telnet in but apc/apc doesn't work for the login.

Am I not following the procedure you outlined? I've got a serial cable on order so that I can attempt to access the card that way, but probably won't receive it for a week or so.

[BillP]

Hi Walter,

You can try the format option now as you won't need the serial cable for that. What you're describing sounds like you're pressing and releasing and yes, that means rebooting. You need to press and hold down the button for about 20 seconds and you should see what I mentioned - status LED "pulsing" green then it changes to orange so you can release. From there, it will reboot and do the pattern you saw and then ALL of the config settings on the system will be wiped. It should be back to apc/apc login credentials at that point an you'd need to re-assign any IP settings to it.

[Anonymous user]

2 questions.

I should hold in the reset until after the reboot and the status light will change to a steady orange light? Afraid I'm not really clear about when to release the reset switch.

Is there still a 30 second time limit to get logged in?

[BillP]

Hi Walter,

To clarify, I mentioned two separate procedures. You should do one or the other.

Option 1 is referred to as "formatting" which wipes the AP9631 of all configurations, passwords, TCP/IP settings, etc. You can do this now. You press and hold the reset button for the 20 seconds and if successful, during the holding of the button, you'll see the pulsing green, then pulsing orange, and then you let go. The NMC will reboot and show alternating green and orange rapidly and 20 seconds later, it will have booted back up and reset completely as factory fresh.

Option 2 you need the serial cable for. It is the password reset procedure which just resets the administrator credentials and doesn't wipe any configurations. I'd go with option 1 since its a used card and you probably don't want any left over configurations. If you do go with this option 2, you'll connect serially to the NMC, press and release the reset button once, status LED goes off, once it comes back on showing alternating green and orange rapidly, you press and release it a second time. As soon as you do that, you go back to your serial connection and you can log in with apc/apc temporarily where you then have to save new credentials. If you don't save them, once you log out, it will be reset to the unknown credentials again and you'll have to repeat.

Hope that helps clarify the different options. I just recommend going with option 1 which you can do now since you seem to be able to configure the IP settings without requiring a serial connection. Not sure which method you used for that.

[Anonymous user]

Ok. Success. I've finally managed to get the NMC card to reset to defaults. Even managed to connect via serial cable and set tcpip settings and user/password. That's about it though. Tried to set date/time but it didn't stick. The web UI still won't launch. The card has firmware v 5.7.1 installed. How can I upgrade the firmware from my mac?

[Anonymous user]

Sorry, didn't think to note the status. Can't remember what was displayed. I'll recheck it.

Would the USB method work? It looks to be the simplest. At least I understand the instructions better.

[BillP]

Yes, forgot about USB - sorry! That should work for you. Once you get the folder called apcfirm setup on your FAT formatted flash drive with the .bin files I gave you in the folder along with upload.rcf text file with the correct syntax in it, I like to stick the USB in the USB port on the AP9631 and then use it as a handle to pull the NMC out of the UPS and then stick it back in to have the NMC try to boot off USB. You should see a distinguishable LED pattern if it is performing the upgrade - rapidly flickering green, orange, and maybe green and orange when its doing the different files.

[Anonymous user]

Thanks. What encoding format should I use for the text file? UTF-8 maybe? Also, what style of line breaks (unix, windows, or mac)? Not sure if these matter, but I know some systems are very picky about this.

[BillP]

Hmm, I use Windows and haven't had to change encoding before. The default encoding on the file is set to ANSI and I have never seen a problem when doing the USB upgrade process so I'd recommend that. 

[Anonymous user]

Success. Got the firmware upgraded and everything seems to be working fine. Thanks for your help with this. Never would have gotten it resolved otherwise.

[BillP]

You're welcome Walter! Glad I could help.