AP9631 upgrade failed

[BillP]

Hi,

I hava a SMT1000, a AP9631 shipped with firmware v5.0.3 on my UPS.  I download SUMX v6.2.1 from here:

AP9631 product page

I use the firmware upgrade utility to upgrade the card and it's failed, here is the log

Starting Upgrade 07/20/15 22:14:11
-----------------
[07/20/15 22:14:11] 192.168.1.8: Pinging (via ICMP) device
[07/20/15 22:14:11] 192.168.1.8: Device connection passed
[07/20/15 22:14:12] 192.168.1.8: Testing FTP Log-in
[07/20/15 22:14:15] 192.168.1.8: FTP Log-in passed
[07/20/15 22:14:16] 192.168.1.8: Saving data file
[07/20/15 22:14:17] 192.168.1.8: AOS Prior to firmware transfer: Network Management Card AOS v5.0.3

[07/20/15 22:14:17] 192.168.1.8: APP Prior to firmware transfer: Smart-UPS & Matrix-UPS APP v5.0.3

[07/20/15 22:14:17] 192.168.1.8: Saving event & configuration files
[07/20/15 22:14:26] 192.168.1.8: Transferring firmware file (1/3): Boot Monitor
[07/20/15 22:15:23] 192.168.1.8: ERROR --> Boot Monitor transfer failed

Now the card gives no response, I press reset for 20+ seconds and get nothing from terminal console; unplug for some seconds and replug the card doesn't help.  Is the card dead?  Anyway to recover it by myself? Thank you for reading my problem, and any response is welcome.

[BillP]

I try to ping my AP9631's IP and get some response, the card is back!

This time I will use USB to upgrade the firmware.

[BillP]

Angela, thank you for the help.

I am using manual TCP/IP setting. and the USB upgrade is failed, the status light keep blinking amber and green for almost 1 hour, so I unplug the card, remove usb stick and plug it back, still with boot monitor v1.0.0 and firmware v5.0.3.

I did some search and find this link:

Cannot Upgrade AP9631 with SUMX/AOS 5.0.3 and BootMon 1.0.0

looks like I have the same problem, my serial number is JA1011016062, very close to user A's card. can I have a replacment too?

[BillP]

Hi Peter,

Yes, you're right. You can get a replacement through technical support for this specific issue. You can refer to this forum thread too. Let me know if you run into any trouble getting the replacement even though the unit falls out of warranty now.

[BillP]

Thank you Angela, I have sent a mail to the technical support with the forum link.

[Anonymous user]

Hi Angela,

I'm trying to get my card updated as well to a new build and I came across your post here (realize it's a bit old). I opened a chat window and they keep having me try to upgrade this and that whimmy my serial number matches the bad batch you previously listed. Is there something you can do?

Thanks,
Bryan

[BillP]

Hi Bryan,

Do you have a case or reference number from the chat? Or is it still open? If I can get a reference number, I can follow up about it.

[BillP · Accepted solution]

Hi Bryan,

I found your case number. I have followed up with technical support and asked them to follow up with you on a replacement.

[Vyacheslav_Savin]

Hi!

When updating ap9631 v5.1.7 to 7.1.6 error -

Unable to update device 192.168.32.104 with Boot Monitor; stopping all further processing of this device! Did I choose the wrong firmware? The device is in the Smart-UPS RT 5000 XL

Firmware - Network Management Card 2 (NMC2) v7.1.6 Firmware for Smart-UPS with AP9630/31

[dpierce4776]

Sometimes it is as simple as rebooting the card and then things work. Outside of that what protocol are you using to transfer the file? FTP or SCP. Also make sure you are not suing the FW with SY in it that is for Symmetra devices and not your UPS

[Vyacheslav_Savin]

after the reboot the board stopped responding... I got the firmware here - https://download.schneider-electric.com/files?p_Doc_Ref=APC_SUMX_716_EN&p_enDocType=Firmware&p_Archive_Name=APC_SUMX_716_EN.zip

[dpierce4776]

Sorry to sound basic but have you tried rebooting the card? You can do this by pressing and releasing the reset button or removing the card an putting it back in. 

I have see them get stuck rarely during upgrades. Usually it will start responding after reboot

[Vyacheslav_Savin]

I rebooted the board and it stopped responding. ping, telnet do not work