APC AP7723 ATS application failure after unsuccessful firmware uprade

[BillP]

This question was originally posted by Mate on APC forums on 8/23/2018

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I tried to upgrade the firmware on APC AP7723 from version 3.7.1 to the latest 3.9.2.

I used "apc_hw02_aos392_g2ats392.exe" utility for upgrade. It failed with OS transfer error, but here is the detailed result log: (A.B.C.D is the masked IP address of the device)

Starting Upgrade 08/15/18: 18:28:24    

-----------------

08/15/18: 18:28:24   A.B.C.D: Testing device connection

08/15/18: 18:28:25   A.B.C.D: Device connection passed

08/15/18: 18:28:26   A.B.C.D: Testing FTP Log-in

08/15/18: 18:28:30   A.B.C.D: FTP Log-in passed

08/15/18: 18:28:31   A.B.C.D: Saving data file

08/15/18: 18:28:46   A.B.C.D: AOS Prior to firmware transfer: Network Management Card AOS v3.7.4

08/15/18: 18:28:46   A.B.C.D: APP Prior to firmware transfer: Automatic Transfer Switch APP v3.7.1

08/15/18: 18:29:12   A.B.C.D: Saving event & configuration files

08/15/18: 18:29:21   A.B.C.D: Transferring OS

08/15/18: 18:31:17   A.B.C.D: ERROR --> OS transfer failed

Of course unloaded source was disconnected at that time when warning message appeared by the upgrade utility.

I found http://www.apc.com/ca/en/faqs/FA156178/ and tried to follow steps which described in NextGenRackATSg2atsUpgradeInstructions_V6.pdf 

The problem is that when I re-run the upgrade utility it drops "Incompatable HW". Here is the result log:

Starting Upgrade 08/23/18: 13:54:56    

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08/23/18: 13:54:56   A.B.C.D: Testing device connection

08/23/18: 13:54:56   A.B.C.D: Device connection passed

08/23/18: 13:54:57   A.B.C.D: Testing FTP Log-in

08/23/18: 13:55:01   A.B.C.D: FTP Log-in passed

08/23/18: 13:55:02   A.B.C.D: Saving data file

08/23/18: 13:55:02   A.B.C.D: Information --> Unable to verify previous version 

08/23/18: 13:55:03   A.B.C.D: ERROR --> Incompatable HW

08/23/18: 13:55:03   A.B.C.D: Incompatable HW: apc_hw02_aos_392.bin

08/23/18: 13:55:03   A.B.C.D: Incompatable HW: sec/

Right now device is available only thru telnet. Web interface reports:

Here are the device information from telnet:

American Power Conversion               Network Management Card AOS      v3.9.2

(c) Copyright 2009 All Rights Reserved

-------------------------------------------------------------------------------

Name      : Unknown                                   Date : 08/23/2018

Contact   : Unknown                                   Time : 11:43:42

Location  : Unknown                                   User : Administrator

Up Time   : 7 Days 19 Hours 9 Minutes                 Stat : P+ N+ A-

        -----------------------------------------------------------------------

        About System

        Model Number      : AP7723

        Serial Number     : 5A1622T5XXXX

        Manufacture Date  : 06/01/2016

        Hardware Revision : 01

        MAC Address       : 00 C0 B7 F3 XX XX

        Flash Type        : AMD A29DL322DB

        Press to continue...

        -----------------------------------------------------------------------

        Module Information

        Description : Network Management Card AOS

        -----------------------------------------------------------------------

        Name        : aos               Type        : APC OS

        Version     : 392               Sector      : 16

        Date        : 07/06/2016        Time        : 15:12:05

        CRC16       : C3FF

        Press to continue...

        Description : Network Management Card AOS

        -----------------------------------------------------------------------

        Name        : aos               Type        : APC OS

        Version     : 392               Sector      : 47

        Date        : 07/06/2016        Time        : 15:12:05

        CRC16       : C3FF

Is there any idea to get back the into operation? At the moment there is no load on the device but it is not physically reachable to me.

[BillP · Accepted solution]

This reply was originally posted by Angela on APC forums on 8/23/2018

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I would refer to NMC1 instructions here (http://www.apc.com/us/en/faqs/FA156047) for the manual FTP method and then find the apc_hw02_g2ats_392.bin file you should have that was extracted from the .exe file you downloaded started with. FTP (put) that file on the ATS and see if it fixes it.

Make sure to refer to the PDF you found because once you load that app file, the Network Management Card will likely have to push a controller update to the ATS which is where you'll see 'do' and 'co' explained in the document if can see the front of the UPS (but you did say you're not physically near it). What I mean is, load this g2ats .bin file over FTP and then give the ATS 5-10 minutes to fully recover and update before you do anything to it and start logging in, etc.