Cannot Upgrade AP9631 with SUMX/AOS 5.0.3 and BootMon 1.0.0

BillP · ‎2021-07-01

Hello,

I'm trying to upgrade an AP9631 NMC (s/n JA1011015845) that currently has SUMX 5.0.3, AOS 5.0.3, and BootMon 1.0.0.

I have tried using the FW_Upgrade_R2.exe tool to upgrade to 6.1.1 / 1.0.2 and after that failed, to 5.1.7 / 1.0.2. In both cases, it fails during the upload of the BoonMon 1.0.2 file at around 27%.

After each failure, I have to pull the NMC out, wait 5-10 seconds, and then I can console in and reset the IP address from 0.0.0.0 by selecting DHCP and rebooting the unit.

I have attached the result.txt file.

Any thoughts on how to resolve this issue?

BillP · ‎2021-07-01

Hi Terry,

Your card is in a serial number range where we had a problem with the hardware that prevents an upgrade. It will require replacement and we can do that under warranty for you, technically even though the serial number is out of warranty.

Do you have any other cards with this problem? We'd need to review their serial numbers too. We're looking for anything XX1010-XX10-15. When you have reviewed them, then you can contact technical support via your preferred method and provide them this thread, or let me know and I can get someone to contact you to complete the process for discussing shipping address, etc.

See Answer In Context

BillP · ‎2021-07-01

Hi Terry,

Your card is in a serial number range where we had a problem with the hardware that prevents an upgrade. It will require replacement and we can do that under warranty for you, technically even though the serial number is out of warranty.

Do you have any other cards with this problem? We'd need to review their serial numbers too. We're looking for anything XX1010-XX10-15. When you have reviewed them, then you can contact technical support via your preferred method and provide them this thread, or let me know and I can get someone to contact you to complete the process for discussing shipping address, etc.

BillP · ‎2021-07-01

Hi Angela,

Thank you for the very prompt response. I do not know of any other cards in the s/n range at this time. I will hold off contacting tech support until we have reviewed our fleet.

BillP · ‎2021-07-01

OK. Let me know if you have any other questions or issues regarding this topic.

Anonymous user · ‎2021-07-01

Hi Angela - I'm in the same boat as the original poster - unable to upgrade firmware from 5.0.3 / 1.0.0 and my serial number falls into the range you mentioned (only a few off from the OP - must have been mfgd the same day). How would I proceed in processing a warranty replacement?

Hardware Factory

Model Number: AP9631

Serial Number: JA1011015826

Hardware Revision: 05

Manufacture Date: 03/10/2010

MAC Address: 00 C0 B7 51 F1 37

Management Uptime: 0 Days 1 Hour 32 Minutes

Application Module

Name: sumx

Version: v5.0.3

Date: Aug 6 2009

Time: 21:53:59

APC OS (AOS)

Name: aos

Version: v5.0.3

Date: Aug 4 2009

Time: 13:12:44

APC Boot Monitor

Name: bootmon

Version: v1.0.0

Date: Oct 8 2008

Time: 16:03:02

BillP · ‎2021-07-01

Hi,

You're in the US, right? We are closed tomorrow and Friday so if you contact support today via phone or email, tell them Angela N said it is OK to process a replacement and refer to article ID FA156377 and they should know what to do. If you're not in the US, then I suppose it will still apply and they can handle it.

Anonymous user · ‎2021-07-01

Sent this link and your reply via support chat and RMA is processing. Thanks!